G-Cloud Service Definition 15 th April 2010 Version 0.2 Release Date December 2011 Distribution Public
G-Cloud Service Definition 15th April 2010
Version 0.2
Release Date December 2011
Distribution Public
Introduction
Welcome to tHRive – the SAP HR On Demand Solution from ROC, encapsulating 30 years of Global HR & Payroll expertise from SAP, world leaders in Human Capital Management software.
Underpinned by ROC’s Global HR Process Framework and combining Superior Usability and Mobile Access, with Core HR, Talent, and International Payroll Processing spanning North America, Europe and Asia Pacific, tHRive delivers Compliance wherever you are in the world. Welcome to tHRive. Please refer to http://www.roc-group.com/thrive for more details.
This presentation represents the Service Definition of tHRive, providing details under the following sections
Functionality – what can it do
Service Delivery – how it is delivered to the end user customer
Provisioning – how new customers start to use it
Architecture – the Cloud technology underpinning it
Commercial – how much it costs to use
For further technical information, please contact [email protected]
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tHRive provides the following functionality as a SaaS offering
My Profile
My Leave
My Time
My Pay and Benefits
Team Profiles
Team Time and Leave
Team Structure
Team Performance
Team Development
Reporting Dashboard
Payroll Management
HR Administration Console
Functionality – HR, Payroll and Talent
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User access via Web Browser (tHRive actively supports the most commonly used browsers IE8, Firefox 3.6, Chrome and Safari 5.0 as well as most others)
Mobile platforms supports - Apps available for the Apple iPhoneTM and iPadTM
Fully supports Employee and Manager Self Service
Service Delivery – to the End User
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Multi-lingual – based on users language preferences
User controlled screens – users can manage which screens and tabs are to be displayed / hidden to provide a personalised view of tHRive
Fully incorporates Workflow to deliver end-to-end processes
Allows documents and files to be attached to workflow items and data records for long term record management
Includes sophisticated reporting suite
Service Delivery – Features 1#2
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Self service support provided through the ROC Global Support Portal. This portal supports second and third line support as defined below.
Service Delivery – Features 2#2
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Level Description
First line support Customer’s internal helpdesk for user assistance
Second line support tHRive Support Group All problems which cannot be resolved by the first line support will be reported by Customer to the tHRive Support Group
Third line support tHRive Research and Development Group Any software problems which cannot be resolved by the third line support will be reported by ROC to SAP, who provide the application software.All hosting and infrastructure problems which cannot be resolved by the third line support will be reported by ROC to FIT, who provide the cloud based infrastructure.
ROC use a three step methodology - Evaluate, Prepare, Deploy - that ensures a managed transition onto the tHRive platform.
The Methodology focuses on
Process – whereby organisations’ specific business rules are implemented (e.g. payroll calculations (to Gross), vary tremendously between organisations, so these need to be captured and migrated to tHRive)
Data - whereby all existing information about employees and the organisations structure are loaded to tHRive
People – whereby training, communications and change management is delivered to the customer organisation
Roles, responsibilities and timelines are defined and agreed right at the start of the process (the Evaluate step) to be sure that all parties are prepared for the transition, understand what needs to be done, when it needs to be done an who will do it.
A number of specific tools are used to accelerate the transition, such as
Reverse Engineering Toolkit – this allows valid pay rules to be defined from existing Payslip calculations (based on a small sample of payslips)
Data Preparation formats – prepared structures that allow existing employee data to be validated and imported into tHRive
Provisioning – Data, People and Processes
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Provisioning – Timescales
The key variables effecting the time to provision the solution are
Scope of functionality required
Number of Employees
Complexity of business rules
Availability / access / accuracy of existing employee data
Availability of customer personnel to work on the transition
If each of these variables is optimal, then a transition timescale of approximately 90 days is achievable.
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De-provisioning the system can be carried out very quickly (subject to commercial terms) – but the customer must be aware of the needs to keep data history for employees and make provision for this.
tHRive is hosted by Freudenberg IT (FIT). FIT are Certified Global SAP Hosting Partners. Details at www.freudenberg-it.com
FIT have data centres across three continents (USA, Europe and Asia), supporting the global delivery capability of tHRive.
tHRive data is, by default, stored in Europe, but can be stored in the USA (fully supporting the Safe Harbour accord) as an option.
Quality of service delivery and information security are supported by operations that are
DIN ISO 9001 certified
ISO 14001 certified
SAS 70 Type II Compliant
ITIL/ITSM certified
ISO 27001 (certification in progress)
ISO 20000 (certification in progress)
FDA Audited
Safe Harbour Registered with the US Dept. Of Commerce
ITAR Capable
The facility provides 24/7/365 operation and availability
There has been system availability of 99.98 (historical since 2008)
Architecture – SaaS Cloud
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Architecture – Physical Security
The facilities are designed around a dual data-centre model
Access to data centres is rigorously monitored and security personnel are on duty around the clock.
All rooms are under video surveillance.
Each data centre features UPS units (N+1 redundancy or greater) with a complete emergency backup supply provided by a dedicated power generator. In the event of a power failure, continued operations for up to 36 hours through on-site standby batteries and generators is guaranteed
Air-conditioning systems feature surplus capacity and integrated N+1 redundancy
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Architecture – Backup and Recovery
Continuous monitoring of all equipment to provide early fault warning
RAID implemented across the SAN (Storage Area Network)
Data storage and data back-up physically separated
Data back-up infrastructure fully integrated with the SAN to minimise back-up restore run-times
tHRive application backup mechanisms are supported by VMWare system snapshots to provide resilience and security
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Architecture – Network security
The tHRive environment is accessed and protected through a combination of hardware and software devices
Hardware
VPN Switches and Routers
Cisco Adaptive Security Appliances (ASA)
Software
Web proxy
Web dispatcher
Robust virus checking software implemented across the landscape
All communications with tHRive must use SSL (Secure Sockets Layer ) or TSL (Transport Layer Security)
Full range of network access methods
Direct access from the WWW
VPN (Virtual Private Network)
MPLS (Multiprotocol Label Switching)
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Architecture – Data Security
Multi-instance / Multi-tenancy data security
Customers own (Multi-instance) Portal provides access for that Customers users
Each customers data is held in a separate Client within the SAP Data and Process system (Multi-tenancy) – these Clients are insulated from each other at the data access level, so there is no data leakage between them
Customer user-ids only exist in their own Portal and Client, and so there is no way of that data from a different Client can be accessed
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Architecture - Application
tHRive runs on the SAP product set
Versions (as per this documents release date)
ECC Netweaver 7.0 EhP4
Enterprise Portals run on Netweaver 7.0
TVN 3.0
Content Server 6.4
Business Warehouse NW 7.0 EHP01 SP06 with BI_CONT 7.05 SP01
Patching
SAP HR Patches applied monthly
tHRive will always be within two HR patch levels of the latest available level
Non-HR Patches will be applied quarterly
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Architecture - Connectivity
This diagram shows the technical architecture of tHRive. Customer access to tHRive will always be through the Firewall. The Access Method(s) will be defined as part of the initial requirements.
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Architecture – User Access
Three aspects of User Access are Authentication (Who am I), Authorisation (What can I do on the system) and Validation (what data should I be able to use).
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Architecture – Authentication (Who am I?)
Users access all tHRive functions from their own user-id and password
User-ids can be
tHRive format (e.g. 012_brownand)
Customer defined format (e.g. [email protected] or abrown)
Authentication can be
tHRive Standard – the users password is set-up and managed in tHRive
Single Sign-on – the users password will be authenticated against the Customers SAML Identity Provider
Audit logging is provided recording all user login attempts (successful and unsuccessful)
Password format (and so strength) is managed by the use of password rules
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Architecture – Authorization (What can I do?)
tHRive uses “Groups” to manage what an individual users can do.
The Group (which give access to the majority of functionality needed by tHRive users) are applied automatically – with further Groups used to assign additional functionality (e.g. to HR Administrators, Payroll Administrators)
This approach is proven to be robust and low maintenance
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Architecture – Validation (What data can I use?)
Access to “people” information is managed through the Organisational Structure which associates employees with positions and roles.
In this way a manager who logs on is able to process and access details of their team members (team as defined in the Organisational Structure) while non-managers can only see their own details.
The data validation model is pervasive – applying to all data accessed (e.g. Reports run, Workflows accessed)
All data updates are recorded in an audit trail that records who made the change, what was changed (from and to values) and when the change was made.
All data validation is done at the point of execution – so spurious data cannot be saved to the system. This includes data loaded en-masse for cutover as well as any data processed through system to system integration
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Commercial – Pricing Model
The following are indicative values only and final pricing will be negotiated and agreed on a case by case basis. Final pricing will depend on the scope of the functionality required.
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No of Employees HR & Self-Service functionality only
HR & Self-Service functionality plus
Payroll
500 -1000 £40,000 £65,000
1000-2000 £48,000 £84,000
2000-3000 £57,000 £105,000
3000-5000 £74,000 £142,000
5000+ £80,000 £152,000
Solution Deployment
Commercial – Pricing Model
The following are indicative values only and final pricing will be negotiated and agreed on a case by case basis. Final pricing will depend on the scope of the functionality required.
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No of Employees HR & Self-Service functionality only
HR & Self-Service functionality plus
Payroll
Min Max Min Max
500 -1000 £4.34 £6.38 £5.76 £8.55
1000-2000 £3.53 £4.37 £4.75 £5.78
3000-5000 £2.88 £3.25 £3.96 £4.41
5000+ tbc £2.60 tbc £3.55
Annual Subscription per employee per month
Please note for subscription fees for organisations with more than 10,000 employees will be agreed during procurement process
Commercial – Conditions
Contract Duration
Initial Term is three years. This Initial Term shall be automatically renewed for consecutive periods of twelve (12) months (each a “Renewal Term”), unless:
(i) terminated by ROC at least ninety (90) days prior to expiration of the Initial Term or any Renewal Term; or
(ii) terminated by Customer at any time by giving ninety (90) days’ notice to ROC.
Early termination fees will be charged at 80% of the remaining balance of the fees that would be payable for the Managed Services for the remainder of the contract.
Annual increases will be agreed in advance
Billing Cycle and Terms
Invoices will be issued quarterly, in advance
Payment terms are 30 days from date of invoice
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G-Cloud Service Definition
End of Document15th April 2010