CDS

Appian Cloud Solutions

Appian enables rapid design and deployment of custom business applications in the cloud, using low-code development. Appian combines intelligent Business Process Management (iBPM), dynamic/adaptive case management, workflow, real-time reporting to meet a wide range of digital transformation needs.

Features

  • Appian Records – Unify data across systems/processes in one location
  • BPM – Create flexible processes to meet business demands
  • Rules Engine – Manage critical policies and procedures
  • Case Management – Better, faster, smarter decisions
  • Content Management – For all process-related documents
  • Dynamic Reporting – Real-time visibility into business operations
  • Out-of-the-box Integration – Interact with diverse systems
  • Mobile – Rapidly build and deploy natively mobile business applications
  • Cloud – Deploy applications securely on our cloud offering
  • Maximum Security – For business solutions

Benefits

  • Configured, Not Coded – Rapid design and deployment
  • Real-time Collaboration – Users can post/answer questions and share knowledge
  • Agile Cloud Delivery – Be up and running in weeks
  • Flexibility – Change processes/applications on the fly
  • Includes Episerver Find enterprise search product
  • Local Hosting – Data processed/stored in UK
  • Expert support community

Pricing

£100 to £200 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jonathan.astin@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

9 2 7 5 0 3 2 9 5 7 4 1 8 8 5

Contact

CDS Jonathan Astin
Telephone: 07904 570073
Email: jonathan.astin@cds.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
The following are not disadvantages but considerations for your organisation:

· Fully web based across all user interfaces
· Applications developed on the Appian Cloud platform administered by customer
· Term-based service (not perpetually licensed software)
System requirements
See Service Definition for detail on supported browsers and devices

User support

Email or online ticketing support
Email or online ticketing
Support response times
Appian Critical issue response is 15 minutes (24x7x365 Premier support) and 1 hour (Standard support, Monday through Friday).
CDS can liaise with Appian on your behalf, subject to a support and maintenance agreement. Standard CDS support from 9.00 to 5.00 Mon-Fri, extensions up to 24x7 available on request. Response times vary between 15 mins and 1 day, depending upon priority. For full details of response times, please refer to the service definition document.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Appian provides product updates, maintenance, support and post-implementation support for the Appian Cloud service. CDS augments this where required with broader service management services, subject to a CDS Support and Maintenance Agreement.

Appian offers two levels of technical support: Standard and Premier. Appian support is accessible via phone or e-mail, as well as over the web. Additionally, Appian provides a customer portal, Appian Community, that delivers an integrated customer experience for knowledge management, discussion forums, product and best practices documentation, product updates, software downloads, application and template downloads, logging support cases, licensing, documentation, and online training. Updates and new releases of the licensed software are included with Appian Product Support.

In the United Kingdom, Appian Standard Product Support hours are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. Premier support includes 24-hour assistance for critical issues.
Support available to third parties
No

Onboarding and offboarding

Getting started
CDS provides comprehensive onboarding services implement your digital service using Appian. We undertake discovery, process design, user experience design and development to onboard and configure to meet your requirements.

Appian also offers implementation, training, and post-implementation support services. With Appian Cloud, all hosting, infrastructure, and system management tasks are managed by Appian; this includes activities around platform (but not application) administration, patch deployments, software upgrades (Appian software, operating system, and any other supporting applications), and backups.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Customers can export their data via Appian functionality and reports, including the business logic of their applications and the data stored in the relational database). Customers are responsible for exporting the necessary information prior to the termination date. CDS can provide additional Exit Planning and Management services upon request.
End-of-contract process
Appian has automated processes to orchestrate the offboarding of Appian Cloud customers that are discontinuing the service. These processes ensure that all involved parties within Appian are notified and also ensure that Appian Cloud sites are decommissioned consistently. These processes further ensure each customer is notified well in advance regarding the expiration of its current Appian Cloud agreement, thereby allowing the customer sufficient time, should it decide not to renew the subscription agreement, to export its applications and data before its Appian Cloud site is shut down. CDS can provide Exit Planning and Management services to assist in the transition.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
On desktop, users access Appian via a supported browser. On mobile, access is via the Appian Mobile App, which users will need to download from their app store.
Service interface
No
API
Yes
What users can and can't do using the API
The Appian platform can be configured to create and expose application programming interfaces (APIs) via Simple Object Access Protocol (SOAP) or Representational State Transfer (RESTful). Appian can also consume APIs via SOAP and RESTful.
API documentation
Yes
API documentation formats
HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Appian Cloud is inherently intended as a platform on which an unlimited number of process-based and case management applications can be configured, executed, monitored, and enhanced over time. Appian Cloud allows the design of the application using a Business Process Model and Notation (BPMN) compliant Process Modeller and natively integrated Business Rules Engine, along with drag-and-drop Smart Services that represent activities such as integrations which will occur at certain points in the application. Appian Cloud customers may easily create their own, drag-and-drop Smart Services.
And with Appian, building new applications becomes faster and easier over time, as designers are able to leverage a growing library of reusable components—including process models, rules, integrations, forms, reports, and numerous others. This means that every additional process automated will deliver incremental value and reduce marginal cost; and with a unified user interface, Appian flattens the learning curve for end users whenever new applications are introduced.

Scaling

Independence of resources
Each customer site receives its own dedicated virtual infrastructure which is logically firewalled from that of other customers.

Analytics

Service usage metrics
Yes
Metrics types
Designers can create real-time reports and business activity monitoring (BAM) dashboards that gather accurate views of process and business metrics. Appian end users gain real-time visibility into business operations and receive continuous feedback to improve process performance. Get a 360-degree view from one interface (desktop or mobile). Navigate, search, analyze, collaborate, and take action on enterprise data from multiple systems, all from a single intuitive interface.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Appian Software Switzerland LLP

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
No
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Data can be exported directly from the database or an export can be run that downloads content as a compressed XML file.
Data export formats
Other
Other data export formats
XML as part of a standard Episerver export.
Data import formats
Other
Other data import formats
XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Appian uses Amazon Web Services (AWS) as our Infrastructure-as-a-Service (IaaS) hosting partner for Appian Cloud. The customer chooses its preferred region, and all customer data inside an Appian Cloud instance is protected and not copied outside the customer’s designated region. AWS has state-of-the-art data centres spanning eight regions worldwide—specifically, including in Asia Pacific (Sydney, Australia; Mumbai, India; Singapore; and Tokyo, Japan); in Canada; in Europe (Frankfurt, Germany; Ireland; London, United Kingdom; and Paris, France); in South America (Sao Paolo, Brazil); and in the United States (Northern California, Northern Virginia, Ohio, and Oregon). As our goal is to provide our Appian Cloud customers with a highly reliable and scalable architecture that affords them maximum uptime and zero data loss, customer production data is replicated across two availability zones within the client’s selected region. An availability zone is a completely separate data-centre location within a region (for example, if a customer chooses to have its solution hosted in Northern Virginia, that customer’s production data will be replicated across two entirely different and isolated data centres in Northern Virginia). Additional information is available on request.
Approach to resilience
Our goal is to provide our Appian Cloud customers with a highly reliable and scalable architecture that affords them maximum uptime and zero data loss. Customer production data is replicated across two availability zones within the client’s selected region.
Outage reporting
Notifications of outages would be sent to each customer's designated support point of contacts via e-mail.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
CDS provides integration with other identity providers, such as .GOV Verify. This service is individually scoped and delivered at additional cost.
Access restrictions in management interfaces and support channels
Access management is restricted using Appian’s extensive, role-based access control capabilities.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
03/05/2016
CSA STAR certification level
Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover
None
PCI certification
Yes
Who accredited the PCI DSS certification
Payment Card Industry (PCI)
PCI DSS accreditation date
18/12/2016
What the PCI DSS doesn’t cover
None
Other security certifications
Yes
Any other security certifications
  • Service Organisation Controls (SOC) 2 Type II
  • SOC 3
  • Federal Risk and Authorisation Management Programme (FedRAMP)
  • Defense Information Security Agency (DISA) Level 2
  • Federal Information Security Management Act (FISMA)
  • SOC 1/ISAE (International Standard on Assurance Engagements) 3402
  • Qualys SSL Labs Appian Cloud Web Tier A+ Rated
  • EU-US and Swiss-US Privacy Shield Frameworks

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Service Organisation Controls (SOC) 2 Type II, SOC 3, Payment Card Industry Data Security Standard, Federal Risk and Authorisation Management Programme (FedRAMP), Defense Information Security Agency Level 2, Federal Information Security Management Act (FISMA), SOC 1/ISAE 3402, and the Cloud Security Alliance (CSA) Security, Trust, and Assurance Registry (STAR) Programme
Information security policies and processes
Appian employs a full-time Information Security Officer and team responsible for defining and adhering to best practices-based information security policies and processes. This team works closely with our Appian Cloud team and Appian senior management to monitor the security and performance of our service, as well as coordinate periodic tests and reviews and work with third-party organisations that evaluate and certify the security and controls of our service.

Appian Cloud has a comprehensive security and compliance program that meets numerous industry standards, detailed in our “Service Definition Document.” Appian undergoes frequent third-party audits to validate that controls are operating effectively to protect customer data.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Appian manages the systematic proposal, review, justification, and implementation of cloud infrastructure changes. All changes are tracked using the Appian application and reviewed by a cloud architect/senior engineer. Appian pays special attention to the security and stability implications of the proposed change. Depending on the change, the reviewer may request development environment testing. All requests are stored for audit purposes. Our plan and process are reviewed at least annually and documented as part of our security program review. Appian's hosting provider manages hardware changes. Sound practices are covered as part of the Service Organisation Controls (SOC) audit.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Appian performs regular vulnerability scanning against all Appian Cloud assets. Appian performs risk assessments for identified security items and handles them in accordance with their overall impact. Appian makes our third-party penetration test report available to customers under nondisclosure agreement (NDA).
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Appian performs daily reviews of event/incident alerts at the infrastructure level. Unusual or suspicious activity is investigated and escalated as necessary. Customers have access to application and application server logs including security logs, which can be reviewed or downloaded via the web interface.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Appian uses an online form for incident reporting (available through Appian Forum) and the Appian platform for managing incidents, and we use Forum for customer communication. The steps we follow in addressing any reported incident are: 1) verifying the source; 2) verifying the incident; 3) notifying other parties as appropriate; 4) form incident response team; 5) gather evidence; and 6) contain, eradicate, and recover from the incident. Appian’s Information Security Officer is responsible for monitoring security incident status until it has been resolved and normal business operations have been safely restored. The response required depends on the type of incident.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
Yes
Connected networks
Public Services Network (PSN)

Pricing

Price
£100 to £200 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at jonathan.astin@cds.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.