GCloud 5 - Service Definition - CourseBuilder.pdf

7/26/2019 GCloud 5 - Service Definition - CourseBuilder.pdf

http://slidepdf.com/reader/full/gcloud-5-service-definition-coursebuilderpdf 1/23

Service definition

Lumesse CourseBuilder

service definition guide



Service definition – Lumesse CourseBuilder Page 2

Introduction

Lumesse is delighted to have the opportunity to join the Government Procurement Service’s G-Cloud Framework

Agreement. With a strong UK Public Sector presence already, Lumesse see this opportunity as an important part

of our ongoing growth strategy.

This document is intended to describe our CourseBuilder service offering effectively and assist potential buyers

as they follow the buying process.

We recognise it is not just about technology and that ‘human’ input will be vital to making this relationship

successful.

Why Lumesse

Lumesse is the only global company making talent management solutions work locally. We help customers

around the world to implement successful local talent management strategies that identify, nurture, educate

and develop the right people, in the right places, at the right time. Our multicultural background means we

understand how to deliver talent solutions that work the way our customers work, as individuals and as teams,

because no two people, organisations or cultures are the same. We regard differences as strengths, not as

obstacles.

1,900 customers work with us in over 70 countries because they recognise that commitment, innovation and

value only come from great people. We help customers to unlock and inspire that human potential in their

businesses.

Our integrated talent management solutions are comprehensive, intuitive, secure and fully internationalised into

over 50 languages. You’ll find talented, enthusiastic Lumesse people in many places around the world – we’d

love to meet you and tell you more about how we can help, wherever you are.

Our passion is intuitive technology that people love to use, creating fantastic outcomes and inspiring careers.

We create integrated talent management solutions delivered as SaaS (Software-as-a-Service), on-premises or

hosted from secure datacentres worldwide.

We know that every customer is different – different needs, different processes, and different cultures. At

Lumesse, we understand what is possible and, just as importantly, where the pitfalls can lie, making us the

perfect partner to help bring your specific talent vision to life. Some companies want a solution to a singleproblem in a single country; others want a complete integrated talent management system for a global business.

Some companies are committed to SaaS; others want to run their own systems or have us host them in secure

datacentres.

With Lumesse you have all those choices available to you through a user experience you will love to use.Our

solutions include talent acquisition, onboarding, core HR, performance management, succession planning,

compensation management, skills & competency management, 360 degree feedback, learning management and

HR analytics. And analysts at Gartner and Bersin & Associates rank our solutions among the industry’s best.




Service overview

Solution introduction

Lumesse CourseBuilder is a cloud-based, e-learning authoring solution that empowers your team to easily deliver

compelling and engaging learning content, suitable for desktops and mobile devices. Key stakeholders can

create, share and collaborate in real-time during the content development process, using one solution and

toolset. Subject matter experts, graphic designers, business managers, translators, people within your team and

external partners can quickly find and reuse content developed anywhere in your organisation.

With Lumesse CourseBuilder’s collaboration capabilities, managers and teams have full control and visibility

throughout the content creation process. Learning managers can save time by creating content just once andenjoy the flexibility of publishing courses easily across desktop and mobile devices to suit their learners. With

Lumesse CourseBuilder’s unique skin and publishing capabilities, users can easily create powerful e-learning

content in both Flash and HTML5. Learners can seamlessly access courses across different devices without losing

their progress and picking up where they left off.

Lumesse CourseBuilder is ideal for all types of e-learning including online courses, quizzes, tests and

assessments, software simulations, interactive games, and PowerPoint conversions. The platform is delivered as

Software as a Service (SaaS), making it a safe, reliable future-proof investment.

Key Features

Lumesse CourseBuilder offers intuitive, easy-to-use functionality that minimises time to development and puts

sophisticated learning at your fingertips.

Externally hosted - Quick and easy to set up, collaborative and scalable.

Standards CompliantScorm 1.2 & 2004

AICC

PENS

WCAG

XLIFF

Secure - Complies with data protection regulations.

Easy to use - No programming skills required. Quick to train up authors.

Powerful features - Can be used to create anything from simple quizzes to showcase induction productions.

CB Voice - This is an add on to CourseBuilder. Can be used to add voiceovers to courses in production withfinal recording at final stage, with voices good enough to use as final voiceovers.

Languages and localisation - Supports over 250 unicode languages




Easy to keep linked courses consistent - Uses XLIFF protocol

Accessibility - Content conforms to WCAG

Choice of output formats

Direct to PENS compatible LMS

To ZIP file for integration into the LMS

CD/DVD

Interactive PDF

Quality Assurance - Tester and reviewer comments recorded in script

Mobile – Supports HTML5 Player

Workflow - Functionalities to enhance workflow-support and project teams have been implemented in V6,allowing assignment and follow up of tasks

Visual design - User has personalized home-page in the CourseBuilder-system, in V.6, giving overview ofcurrent and latest activities, courses edited/published, projects ,etc.

Management - The entire administration functionalities have been re-developed and re-designed in V.6.including improved integration of license management system

Benefits

Create compelling content effortlessly

Combining intuitive user interface, WYSIWYG editing and step-by-step menus guide, Lumesse CourseBuilder

makes it easier to create compelling and engaging e-learning content that gets people motivated to learn.

Manage content and collaborate effectively

Helps virtual teams produce content faster with simpler ways to communicate, coordinate, and control complex

processes.

Gain quality control

Comprehensive and configurable workflow ensures complete control of review processes and permit easy

tracking and documentation of feedback.

Reduce cost

Lowers costs by keeping a highly scalable shared library of digital assets and files to be stored (such as pictures,

animations, videos and learning segments) reducing production time and increasing the effective re-use of

content.




Go global

World-class language functionality for translation and localisation of content helps you gain control over lots of

content including multiple language versions and localisations.

Increase engagement

Add automatically generated and high quality voiceovers for e-learning courses without the need to manually

record and implement sound files. Add voice-over to any course at any time with CBVoice for high-quality

synthetic voice-overs.

Documented Functionality

A complete list of documented functionality is included in the ‘Lumesse CourseBuilder Terms & Conditions’

document.




On-boarding and off-boarding

Implementation

The successful implementation of your chosen solution plays an essential part in achieving the businessobjectives of your HR strategy. It’s a key step in building your long term vision for Talent Management and setsthe foundations from which further success can be built.

Based on our 15 years of experience in implementing Talent Management systems, our implementationmethodology has been developed to support you in this journey, whatever your size and budget.Our experience has shown us that an ideal implementation project is based on 3 key ingredients:

A clear set of sponsored objectivesStrong project management and direction

A knowledgeable and committed team

Our five step methodology approach ideal, along with our project management principles incorporate theseingredients to ensure that every project is set up for success.




Stage Goals Value add from Lumesse

initiateProject success is defined at the startofa project and good planning, agreedgoals and project team collaborationensures you head on your TalentManagementjourney in the right direction

By understanding your business goalsas well as you do, we can help tailor theproject for ultimate success

designGetting the right people involved in thedesign phase ensures buy-in and meansthe right decisions are made according

to your business goals

By working with your whole team, wecan help design the right solution for yourbusiness using our experience and best

practice insights

executeWe know executing with precision rightmeans a successful launch and betteradoption. Precision, quality anddeliveryon time is essential

We can build and test the solution for you,or help you configure your own solutionbased on the agreed design

adoptNow the solution is fit for purpose, it’s time to spread the word and let therestof the business adopt the new approach

Our trainers will work with you toeducate your business and can assist indeployment and communication ideas toensure adoption of your solution fromday one Your teams are trained and your

deployment messages are launched.

launchAlthough your implementation journeyis now over, the talent success journeyhas just begun…

Our teams will continue to support youon your journey through our Optimiseservices, to ensure you meet your longterm objectives

Off-Boarding

As a SaaS service the off-boarding process for CourseBuilder is simple. On expiry of any service agreement thecustomer has the opportunity to obtain the data held on Lumesse CourseBuilder prior to the service beingdecommissioned. Further details of this process are listed in the ‘Service Migration’ section of this document.




Service management

Support

Lumesse’s comprehensive support service includes access to experts online or via telephone, along with 24x7access to our Support Community Portal. The Lumesse Support Community Portal gives Customers anytimeaccess to complete case management, a comprehensive technical Knowledge Base, product news anddocumentation.

Standard Support hours of operation are Monday to Friday, 08:00 to 18:00 local time. Lumesse has SupportCentres in the UK, Poland, US and China, operating on a 5 x 24 'follow the sun' support basis with emergencycall out at weekends for system down.

Support levels are reviewed in more detail in the ‘Service Levels’ section of this document.

Account Management

Lumesse will provide an appropriate level of resource to ensure that your account is managed successfully.

Helpdesk - The front-line support for client super-users

Lumesse Account Manager – account manager

Lumesse Account Team Manager – member of management team

Lumesse Country Manager - A member of the Lumesse senior management team who is available as a pointof escalation for the client.

Professional Services

Any additional services that are required to be carried out throughout the life of the service agreement will

most likely be co-ordinated by the Professional Services team who will be responsible the project management

of any work to be carried out.




Training

Content author training is included as part of the set up. Additional training (for example, to cover for staff

turnover) is available as webinars or face to face sessions for an additional cost.

Trial services

Lumesse does not currently offer a trial service for CourseBuilder, however is happy to provide a demonstration

of the service on request.

Ordering and invoicing

Due to the nature of the CourseBuilder service there is a requirement for both commercial and legal negotiation

following a call off from the framework. As such the process could follow a process such as;

Customer makes call-off request to Lumesse, Lumesse makes a decision

Lumesse will engage with the customer in order to negotiate pricing, commercial terms (including invoicing)

and terms of contract (as per the order form)

Contract pack created including all agreed terms and forwarded for final review

Customer and Lumesse sign off contract pack

Service invoiced as agreed

If for any reason there is a requirement for a change in this process Lumesse would be happy to discuss.

Termination terms

Where not contractually bound by the Framework Call-Off Contract basis Lumesse’s termination terms are set

out in the attached Terms and Conditions document which has been submitted.

Service migration

On expiry of any service agreement the customer has the opportunity to obtain the data held on LumesseCourseBuilder prior to the service being decommissioned.

A written request for the return of Customer data stored in the Lumesse database will be executed (with no

charge) in either CSV or XML format. This request must be received within 60 Business Days of the expiry of this

Agreement, and will be delivered to the Customer within 30 Business Days of the request being made.

If a request is made for the data to be returned in a different format or later than 60 Business Days after the

expiry of the Agreement, Lumesse reserves the right to charge for this additional service on a time and materials

basis.




Customer responsibilities

As with the successful deployment of any service there is a responsibility on the customer to invest suitable

levels of time and resource to enable a successful project and ongoing value.

During the entire period of engagement Lumesse will work with the customer to ensure that they are aware of

their roles and responsibilities.

With over 15 years of experience in implementing Talent Management solutions, we have seen countless project

successes where implementations were managed well and sponsors were delighted with the results. But often,

the project has had many ups and downs along the way to get to that successful outcome! Based on this

knowledge, we have created a 'top ten' items we feel will most impact you as an HR team and organisation in

succeeding with your implementation.

Using this list, in conjunction with our related questionnaire, we believe, gives you a great start to your project

to ensure you are set up for success.

Number one: Senior Sponsor Engagement

When there is someone at the top showing an interest in the project, who is focused on the business case goals

and objectives; projects are more likely to stay on track. There will be times when escalations are required and

the project manager doesn't have the authority to make the impact required - that's when the sponsor comes

into their own. The right sponsor gives the project gravitas, keeps the messages in line with corporate strategy

and makes sure the right people focus at the right time to get the job done.

Number two: Understanding business objectives

Although a business case and strategic reasoning is often done at a high level by most companies, often this

doesn't get filtered down to the people who actually deliver the project. It can then often be disappointing,

when the expected return on investment takes longer to achieve than expected. Our experience shows that the

project team that knows the business goals inside out (including the supplier!), alongside having a sponsor who

stays involved in the deliverables, means better execution and faster return on investment.

Number three: Involving the right people

The project team you allocate will define the level of success of the project. A good project manager is

essential, one who knows how to engage the right people and communicate well, as well as be honest about

project risks and issues. Where Customers sometimes don't invest enough, is the time of the current end users in

designing and reviewing the solution they will be using. When time out of the day-to-day role of the end users to

participate in workshops or testing is not organised, the result is often a lack of interest in the new way of

working, a negative voice about the project launch and a slower adoption rate post go live.

Number four: Foundation is key

When Lumesse trains it's consultants to implement the 'Ideal' way - we teach that the initiation phase is by far

the most important phase of a project. If you Google the top ten reasons projects fail, you will find that most

issues relate to a lack of clarity - on strategy, goals, team, or control of changes and communications. Our




initiation phase covers all of these areas to ensure all of our projects kickoff in the right way and stay on track

until the end. Customers are often keen to progress and skip over this stage, with a desire to get to the nextstage as quickly as possible. Searching through the Lumesse lessons learned, this does not speed up the project;

instead it sets it up with risks before work has even started. Taking the time to run a good kickoff meeting and

discuss options for planning ensures realistic phases are agreed and teams can be sure they are working in

partnership with their solution provider to achieve the defined goals.

Number five: Change management

Lots of companies think that change management is a luxury exercise that they don't need to invest in, but time

and time again, we have seen projects stumble at the launch phase because not enough consideration was given

to communications, change behaviours or the adoption patterns of a new way of working. Having a well

throughout communications plan and deployment phase are two simple and inexpensive ways of working with

your company culture to achieve a good launch. Why not have a read of our change management guide for more

hints and tips?

Number six: Expect the unexpected

A project team that thinks they can deliver on time, to budget without any changes involved along the way, will

be within only 5-10% of projects that actually achieve this. A good project allows and plans for changes along

the way, ensuring there is a good change control process to manage exceptions as well as a contingency budget

to enable the changes to take place.

Number seven: The 7S's

A common consultancy model, McKinsey's 7S's looks at the wider business culture and behaviours to see how a

new project or initiative may be impacted. By reviewing the whole business with the project goals in mind

against the seven areas, you can identify areas that could impact you negatively in advance, insteading of them

hitting you mid-project. This is a valuable assessment, as our experience tells us it's often the unplanned for or

unseen issues that impact a project after go live, which a wider company review could have highlighted.

Number eight: Let's be honest

One of Lumesse's core values, 'Let's be honest' in a project environment is about managing issues and risks and

being honest about when you think things might go wrong. Understanding issues on a project, whether they are

users who are not engaged, technical teams who aren't available to support you when you need them, or

meetings planned and not attended, all contribute to the overall success of the project. How you manage and

plan contingency or resolution for these issues is what turns a bad situation into a good one. We believe in being

honest with our customers so we can work in partnership to deliver the best results. A good project manager on

the customer side with therefore also be honest, raise risks when they arise and be realistic about the 'health' of

a project so issues can be resolved early on, instead of causing major issues if ignored.

Number nine: Look for direct impacts

A common issue that Lumesse sees during implementation is other customer projects being run in parallel to the

solution implementation that impact either the success, goals or timelines of what has been set out to achieve.

For example, a planned change to the careers website due to take place 4 weeks after the planned launch of our




Talent Acquisition product CourseBuilder, or a change in how line managers will review staff bonuses being

considered at the same time as implementing our performance module in ETWeb. Rather than focus just on thebenefits of one project, it pays to review the wider strategy of the business and understand how this one fits in,

to ensure there are no unexpected clashes at the wrong moment.

Number ten: Checkpoints

The Prince2 project management methodology teaches us about 'stage boundaries' whereby before progressing

to the next phase of a project (such as moving from Initiate to Design), there should be a set of success criteria

set out and achieved before this checkpoint is approved. Our experience has shown that Customers are often

reticent to adhere to these 'sign off points' beyond the contract signing stage as they feel it holds the project up,

or ties them up in agreements they then can't change moving forward. these checkpoints however are a really

healthy part of good project management that benefit the customer as well as Lumesse. The project initiation

document for example is an agreement between the Lumesse Project Manager and the Customer on how the

project will be delivered, what the goals are, what is in scope and who is involved. It details what we will

deliver, how often we communicate and how issues or risks are raised. We have seen that a successful

foundation of a project is essential to the overall success of a project, so the Customer benefits just as much

from signing this checkpoint as Lumesse does.




Service levels

Lumesse Service Level Agreement

Definitions

All defined terms in this SLA shall have the meaning set out in the Terms and Conditions and Order Form, unless

specified otherwise below.

‘Availability’ means that the Solution is accessible for the Customer to use. Any planned maintenance shall be

excluded from the calculation of Availability of the Solution;

‘Availability of the Solution’ will be calculated based on Verified Availability Transactions and Verified Non-Availability Transactions during the ‘AST’, according to the formula set out in section 2.1 below;

‘Agreed Service Times (AST)’ means 24 hours seven days a week;

‘Defect’ means an error that causes unexpected behaviour against the design of the Solution, in other words, a

‘Bug’;

‘Disaster’ means that the hosting centre where the Solution is hosted becomes unusable with no expected

resolution date/time;

‘Error’ means a state, identified from Incidents, that indicates an

error

in the Service or Solution;

‘Incident’ means an event whereby the Solution is not operating as expected, and (if raised by the Customer)

notified to Lumesse via the Customer Support Service Desk;

‘Patch’ means a mechanism for delivering a minor change to the Solution;

‘Release’ means a change or enhancement in the functionality of the Solution and/or the delivery of new

features and functionality, or amended features and resolutions to Defects;

‘Scheduled Maintenance’ means the scheduled and/or preventative maintenance performed during the

Scheduled Maintenance Window;

‘Scheduled Maintenance Window’ means the time between the hours of 00:00 and 05:00hrs (GMT/BST) every

Sunday;

‘Support Day(s) & Hour(s)’ means Monday to Friday 08:00 to 18:00 hours local time in the country given in the

Company’s address on the Order Form (excluding any local public holidays);

'Verified Availability Transaction' means the transaction defined in section 2.1 successfully returning data

within the specified time;

‘Verified Non-Availability Transaction’ means the transaction defined in section 2.1 not returning data or not

returning data within the specified time;




Service Availability

Service Commitment

The Company will take all reasonable measures in terms of redundancy, monitoring and platform management

to provide Availability of the Solution.

The Solution shall be available through the Internet 99.8 % of the time within the AST. Availability is calculated

per calendar month and measured based on the successful completion of the following transaction:

Loading the Solution login page for user access;

Loading to the Solution management account;

Logout from the Solution;

A transaction is deemed successful when the above is completed within 10 seconds as measured by an external

automated 'end to end' transaction response time monitor.

Calculating Availability

(Number of Verified Availability Transactions / (Number of Verified Availability Transactions + Number of

Verified Non-Availability transactions)) x 100 %

For example a service that is offered 24 hours a day, 365 days per year, would have an AST of 24 x 365 = 8,760hours per year.

A service that was planned to be available 24 x 7, which was tested by transactions every 10 minutes and had

143 Verified Availability Transactions and one Verified Non-Availability Transaction, would have an Availability

of:

(143/ (143+1)) x 100 % or 99.3 %

Over a month of 30 days of 24 x 7 the target Availability would be 43,200 minutes.

Testing Availability every 10 minutes gives 4,320 separate transaction tests.

Achieving a target Availability of 99.8 % implies 4,312 successful Verified Availability Transactions during the

month.

(4,312 / (4,312 + 8)) x 100 % = (4,312 /4320) x 100 % = 99.81 %




Service Credits

The following service credits shall apply if the Availability of the Solution is less than 99.8 %:

Monthly Availability Achieved Service Credit

between 99.8 and 99.7 % 3 %

between 99.79 and 97 % 6 %

between 96.99 and 96 % 9 %

between 95.99 and 95 % 12 %

less than 95 % 15 %

less than 90 % 40 %

Service credits are expressed as a percentage of the monthly Subscription Fee. A Customer must make a claim

for any service credit due within 60 days of notification of entitlement to such service credit. Service credits

will be credited to the next invoice issued to the Customer after the claim.

Incident Management

Support Coverage

Customer support for the Solution is provided during Support Days & Hours. Access to Customer support is

provided for up to four named Customer contacts. Contacts can be updated or changed by contacting youraccount manager.

Incident Notification

Incidents should be reported and tracked using:

The support community portal www.lumesse.com/community or

Telephone http://www.lumesse.com/contact-us/need-customer-support

http://www.lumesse.com/community



http://www.lumesse.com/contact-us/need-customer-support








Outside of Support Days & Hours, the Customer may, for severity 1 issues (as defined below), invoke the

emergency services by telephoning the local support number for their region and following the instructionsgiven.

The Company will review the severity level assigned and may change it in consultation with the Customer, to a

higher or lower severity, if it is reasonable to do so. The Customer may track and update the progress of issues

via the support community portal or by telephone.

Security Incident Notification

In the event of a data security breach affecting the Customer, the Company will notify the primary Customer

contact noted in the community portal as soon as possible after the Company is made aware of such a breach.

Incident Commitment

All Incidents are assigned a unique case reference number and categorised by severity according to the following

definitions:

SEVERITY 1 – Service unavailable

Definition Critical production issue affecting all users, including infrastructure failure, Solution

unavailability or data integrity issues with no work-around available.

Response The Company will respond within 1 (one) hour, emergency support will be in English.

Service level

commitment

The Company will provide continuous support (24 x 7) until a resolution has been

delivered or a work-around implemented.

SEVERITY 2 – Critical

Definition A severe business impact affecting many users, limiting the usage of one or more

major functions of the Solution or causing performance degradation. The Solution is

operational, but restricted.

Response The Company will respond within 2 (two) Support Hours.

Service level The Company will provide continuous support during local Support Hours until a

resolution has been provided or a work-around implemented. If the problem is




commitment determined to be a Defect and a Patch is required, this will be progressed during the

working hours of the assigned development centre, located in EMEA.

SEVERITY 3 – Major

Definition The Solution is operational, but there are functional limitations or errors that are not

critical for daily business.

Response The Company will respond within 1 (one) Support Day.

Service level

commitment

The Company will work during Support Hours until a resolution has been provided or a

work-around implemented. If the problem is determined to be a Defect, it will be

targeted for correction in the next available Release.

SEVERITY 4 – Minor

Definition Minor Incident affecting a small number of users, technical inquiry or ‘how to’

question relating to Solution functionality.

Response The Company will respond within 2 (two) Support Days.

Service level

commitment

The Company will work during Support Hours until a resolution has been provided or a

work-around implemented. If the problem is determined to be a Defect, this will be

considered for correction in a future Release.

Maintenance and releases

Maintenance

Resolutions to Defects and essential data centre infrastructure and/or Solution platform work will be conducted

during a Scheduled Maintenance Window.

During the Scheduled Maintenance Window, the Solution and some or all Services may be unavailable. The

Company reserves the right to:

Change the timing of a Scheduled Maintenance Window;




Permanently change our Scheduled Maintenance Window;

Perform urgent preventative maintenance activities outside of the Scheduled Maintenance Window to ensurethe continuity of the Solution.

In all cases, the Company will provide the maximum amount of advance notice possible for changes to theScheduled Maintenance Window.

Releases

Releases contain new features and enhancements, as well as resolutions for any known software Defects. There

may be some need for configuration and additional user training in order to obtain the maximum benefit of a

Release. Documentation will be made available to Customers via the company community portal.

The Company reserves the right to issue Releases outside of Scheduled Maintenance. The Company agrees to

provide at least 30 days’ prior notice for any scheduled Release that may result in unavailability of the Solution.

The Company reserves the right to issue periodic Releases that correct product defects or performance issues

deemed urgent by the Company. The Company will provide the maximum amount of advance notice as possible

for such periodic product Releases.

Technical Services

Date Centres

The Solution is hosted from the European Economic Area (EEA). The Company reserves the right to change the

data centres within the EEA, provided that any new hosting centre provides at least the same level of services

and security as the current data centres and 30 days’ prior notice has been provided to the Customer.

Disaster Recovery

In the event of a Disaster within the data centre, the Company will initiate its Disaster recovery procedure.

Disasters shall be notified to the Customer within 4 (four) hours of the Company being notified by its data centre

that there is a Disaster.

The Solution will be replicated at the Company’s Disaster recovery centre located in the EEA.

In the event of a Disaster, recovery time is expected to be less than 48 hours. The procedures for Disaster

recovery are tested by the Company once a year.

Disaster recovery is not available for the Solutions CourseBuilder or Course Builder.

System Backup

The Company ensures that data is protected using backup to disk and digital vault. A full database backup is

performed to digital vault and disk once every 24 hours with transaction logs being secured throughout the day.

The Company uses a grandfather, father, son (GFS) backup rotation scheme. Backups are automatically




transmitted to an off-site location within the EEA and kept for 6 (six) months from the termination date of the

Agreement.

Data Repatriation

A written request for the return of Customer data stored in the Company’s database will be executed (with no

charge) in either CSV or XML format. This request must be received within 60 Business Days of the expiry of this

Agreement, and will be delivered to the Customer within 30 Business Days of the request being made.

If a request is made for the data to be returned in a different format or later than 60 Business Days after the

expiry of the Agreement, the Company reserves the right to charge for this additional service on a time and

materials basis.

Penetration Testing

The Solution is penetration-tested annually by a third party.

On request, the Company will provide the Customer with a summary overview of all penetration tests, security

and certification audits that are performed against the Company’s facilities and applications or any third parties

contracted by the Company as part of the Company’s Services.

On request, the Company will further provide the Customer with a letter of opinion from the auditing

organisation that confirms whether any material deficiencies were identified. If any material deficiencies are

identified, then the Company will identify the steps and timeframes to address such deficiencies and, once such

deficiencies have been remediated, provide a letter of opinion from the auditing organisation confirming thatremediation has been performed and that the material deficiency is no longer a concern.

Browser support

Details of supported browsers can be found at http://trust.lumesse.com/browsers.

Liability and Acceptable Use Policy

Limitation of Liability

The Company shall not be liable for any Errors, Defects, Incidents or lack of Availability due to denial of serviceattacks, network floods and hacking not being controllable by reasonable measures taken by the Company. Inthese circumstances, the Company will use commercially reasonable endeavours to resolve any issues caused bysuch an event.

Acceptable Use Policy

The Customer shall not use the Solution or Services:

To threaten, violate or encourage the violation of the legal rights of others;

For any unlawful, invasive, infringing, defamatory or fraudulent purpose;

http://trust.lumesse.com/browsers






To intentionally distribute viruses, worms, Trojan horses, corrupted files, hoaxes or other items of a

destructive or deceptive nature;To remove, modify or obscure any copyrights, links or notices appearing in the Solution;

The Customer shall keep any received credentials/API keys secure and are not to be provided to any thirdparty.

If the Customer breaches these rules, the Company may suspend or terminate the Customer’s access to the

Solution and the Customer will be liable for any damage caused.

The Company reserves the right to alter the above acceptable use statement with 1 (one) month’s prior notice.




Technical requirements

The following table shows which browsers/versions are currently supported for Lumesse CourseBuilder. Please

note that all desktop versions require Flash 9 or later to author or run Flash-version courses.

This table is subject to change and the latest version can be found here; http://trust.lumesse.com/browsers

Authoring

Flash version only

Authoring

HTML5 version

End-user

Flash version

End-user

HTML5 version

DESKTOP PLATFORMS

Microsoft IE6 ● ●



Microsoft IE9 ● ● ● ●

Microsoft IE10 ● ● ● ●

FireFox 10.x ● ●

FireFox 16.x ● ● ● ●

Google Chrome 12.x ● ●

Google Chrome 22 (PC) ● ● ● ●

Google Chrome 23 (Mac ● ● ● ●

Safari 5.x (PC) ● ● ● ●

Safari 6.x (Mac OSX 10.8) ● ● ● ●

Opera 12 ● ● ● ●

MOBILE PLATFORMS

Android 4.0 (ICS) or later:

Default Android browser* ●

Chrome* ●

Firefox* ●

Opera* ●

iOS5 or later:

Safari ●

Chrome ● ††








Authoring

Flash version only

Authoring

HTML5 version

End-user

Flash version

End-user

HTML5 version

Win8 RT:

IE10 ●

Win8 PRO (Intel based tablets):

IE10 ●

Chrome **

Firefox **

Opera **

WinPhone8:

IE10 **

Note: All desktop versions require Flash 10 or later to author content of Flash 9 or later to run the Flashversion of courses.

* Latest version of browser at the time of release of 6M is assumed; this varies from device to device. Whentaking into account that each device can have its own upgrade cycle, new versions are too frequent to fullytest, but will normally be without issues.

** Under testing

†† Chrome for iOS is currently not supported due to bugs in Chrome that prevent correct tracking of content

to LMS.




Information assurance

At Lumesse security is in our DNA. We believe that application development and data processing for our

customers and partners can't be separated from a proper security management system. Our security framework

is embedded in the way we work and how we service and support our customers.

Lumesse CourseBuilder does not currently hold an Impact Level (IL) accreditation.

Security governance

Our control framework is based on internationally recognised standards (CobIT, ISO 27001). Controls are

implemented based on ISO 27002. We have a dedicated Information Security Officer and a formalised

governance structure to ensure compliance to internal and external requirements and to maintain management

commitment to the highest levels.

Business Continuity

We have implemented a Business Continuity Management System based on the BS25999 and ISO 22301 best

practice standards. Business Continuity plans are maintained and regularly tested throughout our organisation.

Our Disaster Recovery plans are tested on an annual basis to ensure effectiveness and to verify recovery times.

Application Security

We develop and release our applications using strict, formalised processes. Our applications and infrastructure

are tested for potential vulnerabilities by internal and external teams on a regular basis. We use specialised

third parties to assess our applications, infrastructure and security controls to ensure we maintain market best

practices and keep up with changing threats.

Documents

GCloud 5 - Service Definition - CourseBuilder.pdf