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Openbravo Cloud FAQs

GENERAL QUESTIONS

 

What is Openbravo Cloud?

The Openbravo Cloud is a single-tenant Infrastructure as a Service (IaaS) option that enables companies to deploy Openbravo products on virtual servers in Amazon Web Services (AWS), rather than in their own data center. This option is great for retailers who want to retain control over the application but without the IT investments.

Thanks to Openbravo Cloud you can free yourself from the complexities and costs of managing hardware for your Openbravo solution, which can be transparently scaled up or down based on growth or changing business needs. Additionally, Openbravo Cloud enables Openbravo to ensure the highest levels of security, availability, and performance.

Openbravo Cloud is only sold in combination with either the Openbravo Commerce Suite or the Openbravo Business Suite.

 

What are the Openbravo Commerce Cloud and the Openbravo Business Cloud?

The Openbravo Commerce Cloud and the Openbravo Business Cloud are the result of the combination of the Openbravo Commerce Suite and the Openbravo Business Suite with the Openbravo Cloud.

 

What does a customer get exactly with the Openbravo Commerce Cloud or the Openbravo Business Cloud?

Openbravo Cloud customers get:

  1. A dedicated, preconfigured production instance running on a virtual server in the AWS cloud
  2. An elastic architecture that scales the system capacity based on monitoring of usage
  3. A Commerce Suite or Business Suite subscription activation key (depending on which product is chosen) that is automatically installed when the instance is provisioned
  4. Secure HTTPS connection to the Openbravo instance (non secure http is not allowed/possible)
  5. SSH access (non-root) using public key authentication to the server
  6. System monitoring and backups
  7. Technology stack updates
  8. Access to the server
  9. Severity based SLAs for system maintenance and support
  10. A dedicated, preconfigured test environment instance on a virtual server in the AWS cloud. By default, this environment is sized with 50% or less resources than the final production environment. No system monitoring, backups or SLAs available for this environment.

 

How do I access my Openbravo Cloud solution?

We will provide you with a URL to your Openbravo solution in the cloud, accessible from any web browser on any device with an Internet connection. This URL uses a prefix you choose in the format xxx.cloud.openbravo.com, where you choose the xxx part according to certain format limitations.

For maintenance activities, the system can also be accessed through SSH by you, your Openbravo Partner or Openbravo.

 

How does Openbravo on the AWS cloud work?

  • AWS operates, manages, and controls the components from the host operating system and virtualization layer down to the physical infrastructure and facilities.
  • Openbravo provides:
    • Native AWS image (AMI) with Openbravo inside
    • SLA based support for Resolutions provision of new releases, in relation to Standard Supported Versions.
    • SLA based support for Resolutions and Maintenance in relation to the server in AWS
  • Partner provides:
    • Solution Management services including implementation, ongoing maintenance and support (solution updates and upgrades, end users functional and technical support...)

 

What is the regional availability for AWS?

AWS has data centers located in several regions throughout the world. Openbravo Cloud instances will be provisioned by default in Europe (Ireland) or US East. Exceptions can be analyzed according to customer requirements.

 

SECURITY

 

Is the Openbravo Cloud secure? What is the level of security and who owns the data?

The AWS cloud is one of the most flexible and secure cloud computing environments available today and combines comprehensive security capabilities to satisfy the most demanding information security requirements. Openbravo follows AWS best security practices, ensuring that your data is safe. Customers retain ownership of any data stored in the AWS cloud. AWS does not access customer data. Openbravo and Partners can only access customer data according to the software subscription and support service terms signed by the customer. Users in the Openbravo application or access given to others for SSH is managed by the customer and/or partner.

 

How do I know my data is protected against physical and environmental threats?

Openbravo Cloud leverages AWS to ensure we provide the world's best cloud infrastructure with Openbravo Cloud. AWS follows strict guidelines and uses state-of-the-art architectural and engineering approaches to guard against physical and environmental threats. It has extensive experience in designing, constructing and operating large-scale datacenters. Physical access is strictly controlled, both at the perimeter and at ingress points by security staff and video surveillance. There are also fire detection and suppression, power, climate and temperature, and electromechanical support systems.

 

Can I control the level of access my users have to Openbravo?

Yes. With Openbravo, each user can be assigned unique security credentials. These credentials can be role-based or highly specific to individual users.

 

MAINTENANCE

 

How does maintenance work in the Openbravo Cloud?

Openbravo Cloud Operations may carry out scheduled maintenance, or in rare circumstances, unscheduled maintenance. These activities may include changes to cloud hosting infrastructure, system software stack, and supporting application software to maintain operational stability, availability, security, performance, and currency of the Openbravo Cloud. All these activities are designed to minimize service interruption during the implementation of changes.

Scheduled Maintenance

Openbravo reserves specific maintenance periods for changes that may require the cloud Service to be unavailable during the maintenance period. Openbravo works to ensure that change management procedures are conducted during scheduled maintenance windows, while taking into consideration low traffic periods and geographical requirements. The typical scheduled maintenance period is once a month on a Monday, initiating at approximately at 22:00 data center time, and lasting usually less than 1 hour.

Openbravo will work to provide prior notice of modifications to the standard maintenance period schedule.

For changes that are expected to cause service interruption, Openbravo will work to provide prior notice of the anticipated impact. The durations of the maintenance periods for planned maintenance are not included in the calculation of Unplanned Downtime minutes in the monthly measurement period for System Availability Level. Openbravo uses commercially reasonable efforts to minimize the use of these reserved maintenance periods and to minimize the duration of maintenance events that cause service interruptions.

Product software (Openbravo itself) changes are managed by the Openbravo Partner as per its contract with the customer and are excluded from the scope of Openbravo cloud maintenance.

Emergency Maintenance

Openbravo may be required to execute emergency maintenance in order to protect the security, performance, availability, or stability of the production environment. Emergency maintenance may include core system maintenance as required. Openbravo works to minimize the use of emergency maintenance and will work to provide 24 hours prior notice of any emergency maintenance requiring a service interruption.

Major Maintenance Changes

To help ensure continuous stability, availability, security and performance of the cloud services, Openbravo reserves the right to perform major changes to its hosting infrastructure, system software and supporting application software under its control, no more than twice per calendar year. Each such change event is considered scheduled maintenance and may cause the cloud services to be unavailable for up to 24 hours. Each such change event is targeted to occur at the same time as the scheduled maintenance period. Openbravo will work to provide up to 60 days prior notice of the anticipated unavailability.

Data Center Migrations

Openbravo may migrate Customer services between production data centers of the hosing provider in the same data center region in order to recover Customer services or in the case of disaster recovery. For all other data center migrations, Openbravo will work to provide a minimum of 30 days notice to Customer.

Software Version

The Customer must always keep installation inside the acceptable version range of Openbravo supported versions. This means to be always in the latest CS (Confirmed Stable) version minus 4 releases back or newer.

 

Will my Openbravo solution be available during software maintenance?

In most situations, maintenance will require us to disable access temporarily while we perform maintenance activities. Openbravo makes every effort to minimize downtime during such events.

 

How do backups work in Openbravo Cloud?

Openbravo makes backups of production data nightly for Openbravo's sole use to minimize data loss in the event of a disaster.

Database backups are stored at the primary site used to provide the Openbravo Cloud services, as well as at an alternate location for redundancy purposes. A backup is retained for a period of at least 30 days (1 copy per day) after the date that the backup is made. Openbravo typically does restore Customer data on behalf of the Customer. However, on an exceptional basis and subject to written approval and additional fees, Openbravo may assist the Customer to restore data, which the Customer may have lost as a result of their own actions.

On top of that periodic backup, continuous archiving of the database Write Ahead Log (WAL) assures that on recovery the database transactional data can be recovered up to very close to the point of failure and not only up to the point of the last regular backup. For these backups only the latest is kept as they are designed to just go back to the latest system status.

 

How does disaster recovery work in Openbravo Cloud?

Disaster recovery operations apply to the physical loss of infrastructure of facilities used for the cloud Offering. Openbravo provides for the recovery and reconstitution of its production cloud services to the most recent available state following a disaster. To achieve that Openbravo has established alternate processing sites to accommodate full operating capability in the event of loss of service at a primary facility. Openbravo maintains a Disaster Recovery Plan that describes recovery procedures that is tested yearly.

In the event of activating the Disaster Recovery Plan, Openbravo will work to ensure a RTO (Recovery Time Objective) of 12 hours from the declaration of the disaster and a RPO (Recovery Point Objective) of 1 hour from the occurrence of a disaster. Complete definition of these objectives can be read in the Service Terms.

This Policy and the corresponding Disaster Recovery Plan is reviewed annually. The Plan is revised during the review process to incorporate problem resolutions and process improvements.

 

How does Openbravo monitor the environment to ensure that I receive consistent performance?

Openbravo uses a variety of software tools to monitor the availability and performance of the Customer's production environment and the underlying infrastructure.

Monitored components include CPU, memory usage, disk space usage, disk activity, network activity, database metrics and application performance information. Openbravo operations staff attend to any automated warnings and alerts associated with deviations of Openbravo defined monitoring thresholds and follow standard procedures to investigate and resolve underlying issues.

 

IMPLEMENTATION

 

Can I migrate Openbravo from On Premise to the Openbravo Cloud?

Yes. Note however that the Openbravo Cloud requires an Enterprise edition and your system to be at a minimum release level, which is RR15Q2 for the Commerce Suite or PR15Q2 for the Business Suite. In case you are in an older version, an upgrade will first be required before moving to the Openbravo Commerce Cloud or Openbravo Business Cloud. Contact your Openbravo Partner for further details about this process.

 

Once I move to the cloud, can I ever go back to on-premise?

Yes, if you ever decide to take your data back to your on premise solution, Openbravo and your Partner will work with your company to hand over the database backups and ensure the process is as seamless as possible.

 

By migrating to Openbravo Cloud, am I losing any features or functionality?

By moving your Openbravo solution to the cloud, you have access to all the business features of Openbravo as you would with a traditional on premise implementation. In order to guarantee the assured levels of service only a few restrictions are applied: installation of additional software on a server outside of Openbravo or a database change are not allowed, and the application domain name cannot be chosen.

 

How does AWS work with third-party Openbravo modules?

Third-party developed modules will work in the same way as they do in an On Premise environment. The only exception to this is in the case that a module requires to install additional software in the same Openbravo server, which is not allowed.

 

Can I access the server to web services with Openbravo Cloud? Is there a fee for that?

Yes, web service access is enabled for your Openbravo Commerce Cloud or Openbravo Business Cloud solution. There is no extra cost for that.

 

Can I customize my Openbravo Cloud instance?

Yes. Openbravo Cloud provides you with a dedicated Openbravo instance where you can customize your Openbravo solution in the same way as any on premise Openbravo Commerce Suite or Openbravo Business Suite instance. The only restriction applies to the capacity to install extra software outside of Openbravo.

 

Will I be able to print to my local or network printer?

Yes, both locally attached or network printers are supported.

 

Will I be able to upload files from my computer?

Yes, users can upload local files to their Openbravo solution in the cloud as attachments in the same way they do in an on premise deployment.

 

LICENSING AND PRICING

 

How does Openbravo Commerce Cloud and Openbravo Business Cloud licensing work?

The Openbravo Commerce Cloud and Openbravo Business Cloud are subscribed in the same way as an On Premise deployment. You must subscribe the number of concurrent users and POS terminals you need and indicate Openbravo Cloud as the deployment option.

 

Is there a minimum contract duration commitment?

Yes, one year, for both the Openbravo Commerce Cloud and Openbravo Business Cloud. You must acquire a yearly subscription with in advance yearly billing. Options of multiyear subscription are also available that provide important price benefits.

 

Is there a minimum number of concurrent users / POS terminals that must be subscribed to Openbravo Cloud?

Yes, exactly the same as for an on premise deployment option. 20 POS and 20 concurrent users for the Openbravo Commerce Cloud and 20 concurrent users for the Openbravo Business Cloud.

 

Is there a maximum number of concurrent users / POS terminals with Openbravo Cloud?

No, you can have as many concurrent users and terminals as you want. The elastic architecture allows to scale to significant numbers.

 

How much does this cloud offering cost?

With the Openbravo Commerce Cloud and Openbravo Business Cloud you pay for two concepts:

  • A yearly subscription for the software, either the Openbravo Commerce Suite or the Openbravo Business Suite, based on the number of concurrent users and POS terminals. This cost is exactly the same than for an on premise installation.
  • A yearly subscription for the cloud infrastructure and related services according to the provisioned cloud resources in AWS.

 

Does the per user and/or terminal pricing cover the operative system and data base licensing?

Yes, licensing for both is included in the pricing. Openbravo Cloud comes with Ubuntu LTS Server and PostgreSQL database.

 

What happens if my partner takes 6 months to configure my service? Do I have to pay for Openbravo in that period before I am up and running?

Yes, your subscription starts from the date of your invoice. This allows your partner to use the service to begin configuration, implementation, and training that you will likely need before you are up and running.

 

Can I cancel my cloud service?

Yes. You can cancel your Openbravo Commerce Cloud or Openbravo Business Cloud subscription at any time within your subscription period. We require a minimum of 30 days written notice prior to termination or change in any aspect of your Openbravo Commerce Cloud or Openbravo Business Cloud subscription.

 

If I don't renew, and my subscription deactivates, can I get a copy of my data?

For a period of up to 60 days after the termination or expiration of production services under the ordering document, Openbravo will make available Customer production data for the purpose of retrieval by the Customer. Openbravo has no obligation to retain the data for Customer purposes after this 60-day post termination period. Pilots of Openbravo Cloud services (test environments) adhere to the same service termination policy as normal production environments.

At service termination, if your need assistance from Openbravo to obtain access to Openbravo's secure server in order to retrieve your production data, you must create a service request in the Support Portal.

All your data is exportable during normal operation by yourself. This includes all database data, all attached documents as well as the application source code. Openbravo support can provide assistance to access your data if required.