Triaster in the Cloud - Hosted Service FAQs

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This article is currently being updated. For further information please contact customer.services@triaster.co.uk 

Ref: 201007071208 MC
Last edited: July 9th, 2014

Contents

  1. 1 Page Information
  2. 2 What is the Triaster Hosting Service?
  3. 3 How does the Hosting Service work?
  4. 4 What happens when we want to move the Triaster Solution onto our own servers?
  5. 5 What is the Specification of the Host Machine?
    1. 5.1 Hardware
    2. 5.2 Software
    3. 5.3 Bandwidth
  6. 6 Setting up your Map store
  7. 7 You will need to set up a Library file store on your network. The shared folder structure should be set up to mirror the folder structure on the Triaster Hosted Server as follows. The map store must be accessible to all your process authors. If access to documents is to be restricted, then standard IIS security can be employed. 
  8. 8 Syncing your maps to the Hosted Server
  9. 9 Setting up GoodSync
  10. 10 What are the Failover Arrangements?
    1. 10.1 Estimated Time to Restore Service
  11. 11 What Access will you have to the Host Machine?
  12. 12 What are the Data Centre Details?
    1. 12.1 Electrical System
    2. 12.2 Fire Detection System
    3. 12.3 Fire Suppression System
    4. 12.4 Cooling Facilities
    5. 12.5 Security Systems
  13. 13 How can we Secure the Host Machine?
  14. 14 What is the Service Level Agreement?
    1. 14.1 Availability Guarantee
    2. 14.2 Latency Service Guarantee
    3. 14.3 Triaster Packet Success Service Level Guarantee
    4. 14.4 Tail Circuits
    5. 14.5 Claims
    6. 14.6 Exclusions
  15. 15 What is the Support Process and Escalation Process?
  16. 16 What is the Abuse Policy associated with the Hosting Service?
    1. 16.1 1. Goals
    2. 16.2 2. Scope
    3. 16.3 3. Security
    4. 16.4 4. E-mail and Usenet News
    5. 16.5 5. FTP
    6. 16.6 6. IRC (Internet Relay Chat)
    7. 16.7 7. Forgery of Identity
    8. 16.8 8. Copyright, Privacy, and Intellectual Property
    9. 16.9 9. Broadcast Echo Requests (e.g. "Smurf Attacks")
    10. 16.10 10. Miscellaneous
    11. 16.11 11. Co-operation with Other Providers
    12. 16.12 12. Consequences of Violation
    13. 16.13 13. Internet Watch Foundation (IWF)
    14. 16.14 14. Modification

Page Information

This page was last reviewed for content and accuracy on July 9th 2014.

What is the Triaster Hosting Service?

Some organisations prefer not to go to the time or expense of configuring a Triaster Server to publish and serve their library. In these cases, Triaster can host the site for you and perform the publication process using a server that we maintain on your behalf. To end users of the library however, it will run to all intents and purposes just as if it were an internal server.
 
The Triaster hosted solution provides you with a physical server dedicated to your specific project.
This will reduce the overhead on your own IT departments, the only elements they will need to be involved in are: 
  • Deploying Triaster Process Navigator on the process authors machines 
  • Setting up a Map store in a central location (on your own network) which all process authors can access 
  • Assist Triaster with the set-up of the syncing tool which copies maps from your Map store to your hosted server
A sample hosted library is available at http://processlibraries.triaster.co.uk/processlibraries/processlibrary. This sample library is on identical hardware and bandwidth to our customer's hosted libraries.

How does the Hosting Service work?

Triaster will purchase, install and configure a dedicated machine ("Host Machine") for you. We will put the Host Machine in a data centre on a 100Mbps connection. We will restrict access to the Host Machine based on the Microsoft IIS security model which can therefore be secured by restricting access to users on a specific domain, a specific IP range or a specific user name and password. 
 
We will set up a URL on the triaster.co.uk domain specific to your organisation, for example, if your organisation was called "My Company" then you would access the Host Machine through http://mycompany.triaster.co.uk/processlibraries.

To update any of your libraries, you simply add your maps to the Map store (on your own network) then execute the publication process from the site itself using the Publication Services Tool. The syncing tool will then upload your maps to the server.

What happens when we want to move the Triaster Solution onto our own servers?

You can choose to do this at any time, however, the Hosting Service may be subject to a minimum contract term.

What is the Specification of the Host Machine?

Hardware

  • 2GB RAM
  • 750 GB Hard disk
  • Duel Core Xeon 3.16Ghz CPU
  • Juniper hardware firewall

Software

  • Microsoft Windows Server 2008 R2 Standard Edition
  • Microsoft Visio 2007 Standard
  • Triaster Server
  • Microsoft Forefront Endpoint Protection 2010 for anti-virus protection

Bandwidth

  • An uncontended 1Mbps on a 100Mbps line.

 

Setting up your Map store

You will need to set up a Library file store on your network. The shared folder structure should be set up to mirror the folder structure on the Triaster Hosted Server as follows. The map store must be accessible to all your process authors. If access to documents is to be restricted, then standard IIS security can be employed. 

<Triaster Root>\


MapStore\

Process Library\

Draft Maps\ (*Optional)

Sandpit Maps\

Prelive Maps\

Live Maps\



ProcessLibraries\

Process Library\

Live\

static html\

Prelive\

static html\

Sandpit\

static html\

 

Syncing your maps to the Hosted Server

GoodSync is the software Triaster use to sync the file store from a Customer Server to a Triaster Hosted Server.

GoodSync uses its own HTTP Direct IP Addressing system (i.e gstp://) which connects the two computers which are synching to each other directly. It doesn't pass through the cloud, nor does it pass through any external servers. We will also turns on Secure Socket Layer (SSL) encryption of the transmit and receive channel

Setting up GoodSync

As a first step all that is required is a Windows administrator account with Read/Write access to the folders that will be synced. You are able to restrict the access down to only those files required to be copied up and down from the Triaster server, Triaster will not have access to any other information on your server.

Once you have completed this Triaster will either remote onto your server to implement GoodSync, or if remote access is not permitted Triaster will provide instructions for your IT to follow.

If you require any further information regarding GoodSync please contact customer.services@triaster.co.uk

What are the Failover Arrangements?

Triaster maintain a failover machine that can be brought into service in the event of a hardware or other serious failure of a Host Machine. The failover machine is synchronised with the Host Machine on a daily basis. On notification of a loss of service, Triaster will allocate the failover machine to your project and re-point your domain http://mycompany.triaster.co.uk/processlibraries to the failover machine.
 
There is currently one failover machine shared between all Triaster customers using the Hosting Service. In the event of a simultaneous failure of more than one Host Machine, or of a Host Machine and the failover machine, Triaster will need to procure additional Host Machines and these may take several days to come into service. Therefore, if you require a highly available environment we recommend you commission a dedicated failover machine specific to your project.
 
The Triaster service should not be confused with services offered by Content Storage Providers or off-site back-up services. Triaster is solely hosting:
  • The process maps, purely for the purposes of publishing them
  • Any files you want to link to from your process maps
  • The HTML version of your process maps
  • All the software required to run the Triaster Solution
Triaster can take no responsibility for the storage, backup or recovery of your Process Navigator maps. It is your responsibility to ensure the master version of the maps are properly backed-up.

Estimated Time to Restore Service

This depends on the nature and severity of the difficulty. Estimates for various scenario are described below:
 
Estimated time to restore Nature of issue 
Less than 1 hour  Any issue that can be resolved by a software configuration change or a server reboot.
Less than 4 hours

Any issue that can be resolved through the Failover process described above. This will typically be disk failure or some other hardware defect.

Similarly, any issue caused by temporary disruptions to essential supply services such as network connectivity.

Less than 5 days Any loss of service caused by simultaneous failure of the host Machine and the Failover hardware.
Less than 10 days Any loss of service that requires Triaster to relocate the Host Machine to a new Data Centre. This will only be caused by an unrecoverable problem at the Data Centre or a commercial failure of the Data Centre itself.

What Access will you have to the Host Machine?

There should be no need to directly access the machine for the purposes of configuring or using the Triaster Solution. All of the functionality you will require is available through a web browser and the syncing tool. Furthermore, we recommend all security be set on the physical firewall so this is not a Host Machine level setting either.
 
We will provide you with Standard User access for a single user name for your company, and we will enable Remote Desktop Connection for this user.
 
We will on request provide you with full administrator access to the Host Machine so that you can configure it to meet your specific needs through a Remote Desktop Connection. However, once this is supplied, in order to avoid any reliability difficulties, we request that you inform support@triaster.co.uk of any changes you intend to make to the Host Machine before you make them. 

What are the Data Centre Details?

Triaster's Hosting Centre is a state-of-the-art facility designed to host and manage business-critical I.T. solutions around-the-clock. Our Hosting Centre utilise the latest technologies in order to provide the highest infrastructure reliability and availability in the industry.
 
Triaster's Hosting Centre has been designed to be entirely redundant and is maintained through a strictly controlled maintenance scheme on all systems. This allows for any infrastructure component to be maintained while its counterpart performs the tasks at hand. The third component is on standby to deal with outages of the active components.

Electrical System

6 independent 11kv three phase electrical supplies are provided from 3 separate national grid substations. Standby Generation is provided at N+1 redundancy via diesel engine driven generators.

On-site fuel is stored to maintain full load operation for all generator sets for continuous running of 24 hours. Back up deliveries are available from diverse supply depots.
 
Uninterruptible Power Supply System (UPS) is available to provide N+1 redundancy for critical computer supplies. The UPS can support the facility for 15 minutes at full load, whilst switching to alternate supply, or standby generation start-up/synchronisation takes place.
 

Fire Detection System

The data centre area is fitted with a fully addressable 2 stage fire detection system that monitors the under floor, room and ceiling void space. The detectors are a 50% mix of optical and ionisation and are installed split across 2 separate zonal-loops, to meet BS 5839, 6266, 5445, 5588. The data centre area is fitted with a dry sprinkler fire detection system to meet BS 5306, 3115 and has LFEDA approval. Whilst dry sprinkler is the main fire suppression method used, gas suppression areas may be available on request.

 

Fire Suppression System

On receipt of 1st stage fire detection the local fire sounders will raise the local alarm, the local air conditioning systems will stop operation and the building will be evacuated. On receipt of 2nd stage fire detection there will be a second notification to the fire panel, the sprinkler system will be activated and the local power supply to the FM suite will be cut off.
 

Cooling Facilities

In-room data centre air conditioning is provided at N+1 redundant unit capacity for the declared load. The heat rejection system is 30% glycol and condensed water which utilises dry heat rejection condensers on the rooftop.
 
The in-room units provide a full function, closed control air conditioning system, with cooling, humidity and de-humidification control.
 
Room design temperature: 22 degrees C, plus or minus 1 degree C.
Room humidity: 50% rH. Plus 10% or minus 10% rH.
External Temperature Design: 35 degree C Dry Bulb.
 
There is a redundant "A" & "B" pipe work route to the roof top condenser system and N+1 pump system in the building to circulate the glycol condensed water to the data centre in-room air package equipment.
 

Security Systems

The facility is physically guarded 24/7. Visitors are required to sign in at the gatehouse and again at the main reception building.
 
Proximity card access is then provided to the main Data Centre building and to specific Facilities Management Suites. There is an alarm system that will respond to doors left open, or to attempted unauthorised access. A record is kept of door openings and all proximity card transactions.
 
There is a CCTV coverage for the perimeter, common areas and facilities management suites.
 
The Data Centre site is protected by a perimeter fence, which is fitted with intruder sensing.
 

How can we Secure the Host Machine?

For most customers, the appropriate security level can be achieved by restricting port 80 (the port through which web traffic is served), and port 21 (the port through which ftp traffic is served) to the external IP range of the customer's internal network and to Triaster's support desk. All other ports are disabled apart from those necessary for say remote desktop access, and these ports are similarly restricted.
 
We recommend the Host Machine be secured through the physical firewall, rather than the IIS software firewall on the server itself. This means that it is not possible to access or see the Host Machine unless the individual has first of all authenticated with their own authentication server and are connecting through their own network's internet gateway. 
 
To arrange this, simply email support@triaster.co.uk with the relevant IP range and we will make the change on the physical firewall.

 

What is the Service Level Agreement?

Availability Guarantee

The Triaster Hosted Service Availability Guarantee is that the process libraries contained on the Host Machine shall be accessible 99.96% of the time. The Triaster Hosted Service is the combination of the Triaster software, Triaster operated equipment, servers, circuits, and other data transmission equipment. The Triaster Hosted Service takes network feeds from many different tier one Internet and telecom providers and availability shall be measured based on the number of minutes that the Triaster Hosted Service was not available as determined by Triaster based on its figures.

Latency Service Guarantee

The Latency Service Level Guarantee is based on an average round-trip transmission between Triaster designated POPs. Latency shall be measured by Triaster averaging sample measurements taken during a calendar month between such backbone POPs.
 
Latency Service Level Guarantee Times are:
  • Asia Pacific-North America 140 milliseconds or less
  • North America 85 milliseconds or less
  • Transatlantic 120 milliseconds or less
  • European 85 milliseconds or less

Triaster Packet Success Service Level Guarantee

Triaster packet success goal is based on the successful delivery of packets through its provider's IP backbone in the regions listed below. Unsuccessful packets are deemed to be those dropped due to transmission errors or router overload before exiting the provider's regional IP backbone.

  • Asia Pacific to N.America 99% packet success
  • N.American IP backbone 99% packet success
  • Transatlantic IP backbone 99% packet success
  • European IP backbone 99% packet success

The measurement consists of 50 100-byte pings sent every 15 minutes. A daily average shall be calculated using these 96 samples. The daily measurements shall be averaged to calculate a monthly average.

Tail Circuits

In the event of a tail circuit (the circuit connection to the Customer) failure a discretionary credit may be made by Triaster to the Customer providing that Triaster is able to secure an equivalent amount from the circuit provider. Credits for tail circuit failures are at Triaster's sole discretion.

Claims

From the point of notification to Triaster by the Customer, if Triaster determines that any of the Guarantees have not been met for one or more consecutive hours during any calendar month, Triaster, upon the customer's request, shall credit the customer £10 for each consecutive hour, up to a maximum of £100 per month.
 
To receive the credit if any of the Guarantees have not been met, Customer must email customer.services@triaster.co.uk within 14 days of the end of the month for which credit is requested.

Exclusions

Unavailability shall not include Unavailability of an hour or less, or any unavailability resulting from (a) Network maintenance, (b) circuits provided by telcos or other common carriers, (c) an external Internet Service Provider or an Internet exchange point, (d) acts or omissions of Customer or an authorised user, (e) behaviour of Customer Equipment, facilities or applications, or (f) acts of God, civil disorder, natural cataclysm or other occurrences beyond the reasonable control of Triaster. Triaster shall not extend a credit for latency or packet success failure if failure to meet the Guarantee is attributable to acts of God, civil disorder, natural cataclysm or other occurrences beyond the reasonable control of Triaster.

What is the Support Process and Escalation Process?

There are 4 levels of support for this service:
  1. The Triaster Helpdesk. Please notify support@triaster.co.uk, or telephone +44 (0)870 402 1242 if there are any disruptions to your service. The Helpdesk will take full responsibility for investigating the problem and restoring your service. If the Helpdesk are unable to restore service themselves, they will automatically escalate your problem to the 2nd stage of support.
  2. The Triaster Server Administration team. This team is directly responsible for the installation & configuration of the Host Machines. If this team is unable to restore service it is likely to be caused by a disruption in network infrastructure or a hardware failure. In these circumstances, the failover mechanism described above is automatically applied and the issue is escalated to the 3rd stage of support.
  3. The Supply Chain - depending on the specific problem, we will initiate support with BT, the Data Centre providers, the hardware providers or any other vendor that is necessary.
  4. The final stage of escalation is to engage the Technical or Managing Director of Triaster in the resolution of the problem. This can be achieved by contacting customer.services@triaster.co.uk and formally requesting that a specific loss of service be taken directly to this level of support.
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What is the Abuse Policy associated with the Hosting Service?

1. Goals

Triaster's goals are to protect network resources, preserve the privacy and security of Triaster and our customers' networks, and maximise the utility of the Triaster Hosted Service Offering.

2. Scope

Conduct which violates law, regulation, or the accepted norms of the Internet community, whether or not expressly mentioned in this Policy, is prohibited. Triaster reserves the right at all times to prohibit activities that damage its commercial reputation and goodwill.

3. Security

Any "denial of service" attacks, any attempt to breach authentication or security measures, or any unauthorised attempt to gain access to any other account, host or network is prohibited, and will result in immediate service termination, which may be without notice.
 

4. E-mail and Usenet News

Using any Triaster account or server to send duplicative, unsolicited e-mail messages (commercial or otherwise), or to collect the responses from unsolicited e-mail, is prohibited. Similarly, using any Triaster account or server to post advertisements or messages that violate the charter of any newsgroup or mailing list is prohibited. Excessive cross-posting, posting of irrelevant material to newsgroups and posting binaries to non-binary newsgroups is prohibited.

In most cases Triaster will defer to the judgment of the newsgroup or mailing list moderator or administrator. However, Triaster reserves the right to make the determination whether a given message violates the newsgroup or mailing list charter.
 
Commercial messages which are appropriate under the charter of a newsgroup or mailing list, or that are expressly solicited by the recipients, are permitted. Conduct in connection with e-mail or Usenet news that is an obvious nuisance (such as "mail bombing") or that would be unlawful in other contexts (for example, threats, harassment, defamation, obscenity, or software piracy) is prohibited.
 
Mail and news systems must be configured to prevent third-party abuse; mail systems must only allow mail to be sent to the customer, or from the customer to a third party, and prevent non-customer mailing to non-customers by way of the Triaster Service.
 

5. FTP

Customers must ensure that their FTP sites, hosted by themselves or on Triaster servers, are controlled so that such areas which allow uploading of content do not contravene this Policy.

 

6. IRC (Internet Relay Chat)

Using programs that interfere with others' use, or running an IRC robot, on any IRC server is prohibited. When logged into any IRC server, users are expected to comply with the rules and policies established by the server's administrator.
 

7. Forgery of Identity

Falsifying addressing information or otherwise modifying headers to conceal the sender's or recipient's identity, for the purpose of circumventing this Policy, is prohibited. This provision is not intended to disallow the use of aliases or anonymous remailers for any legitimate purpose.
 

8. Copyright, Privacy, and Intellectual Property

Using a Triaster connection to commit, aid or abet any breach of copyright or intellectual property law is prohibited. This prohibition includes publishing a private e-mail message to third parties, by any means, without the express prior consent of the author.
 

9. Broadcast Echo Requests (e.g. "Smurf Attacks")

Triaster does not permit its infrastructure, or that of customers, to be used for broadcast amplification attacks, e.g. the ICMP/ping flood known as "Denial of Service (DoS) Attacks." Triaster customers must ensure their equipment is configured to prevent amplification of broadcasts, and co-operate with Triaster in identifying the causes of such incidents, for example by providing logs.

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10. Miscellaneous

Use of IP Multicast or Internet telephony is prohibited. Also any usage, which overloads the Triaster network, is prohibited.
 

11. Co-operation with Other Providers

Using Triaster facilities to engage in activities that violate the abuse policy of any other network access provider is prohibited. For example, sending unsolicited commercial e-mail through Triaster facilities to the subscribers of any Internet or online service provider that disallows unsolicited commercial e-mail is prohibited.
 

12. Consequences of Violation

Violation of this Policy by a Triaster customer may result in temporary suspension or permanent termination of service without notice, at Triaster's sole discretion. For the avoidance of doubt Triaster does not issue service credits for any outages incurred through service disablement resulting from Policy violations.
 

13. Internet Watch Foundation (IWF)

Triaster abides by any "notice and take down" recommendations communicated to Triaster by IWF or its agents. Please see http://www.iwf.org.uk for further information about the IWF.
 

14. Modification

Triaster reserves the right to add, delete, or modify any provision of this Policy at any time without notice.


Need further help? Contact the Triaster Support team by e-mailing support@triaster.co.uk or by calling us on + 44 (0)870 402 1234.


Do you have any feedback or suggestions that you would like to share with Triaster? We would love to hear from you! Please e-mail feedback@triaster.co.uk 
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