Infrastructure/Devops - What is Included and What is Additional

In a standard on premise installation, our support team will support the following with regards to the ProcessMaker stack (in addition to the ProcessMaker application):

• Installation with initial best practice MySQL, PHP, Apache Configuration
• Recommendations for Hardware based on customer growth projections
• General discussions around DevOPS strategy

The following services are considered "Out of Scope" of standard ProcessMaker support services:

• MySQL Backups
  • Script Development
  • Running and Verifying Backups
• Disaster Recovery Setup of MySQL or the Application
• Security Maintenance Patch Applications for MySQL, PHP, Apache
• Hardware Troubleshooting
• Anti-Virus 
• Recovery of Corrupted Data in MySQL
• Performance Tuning as your implementation grows for MySQL
• Guarantees and Maintenance around DB, OS, or Apache

For on premise customers, we expect the customer to asses their individual situation to determine what other services are needed.  When assessing a customer situation, it is important to consider:

1. How skilled is your current IT team?
2. What skill sets do you have on hand?
3. What is your tolerance for failure and downtime of the application?
4. How critical is the application to your business?
5. What are your compliance requirements?
6. How big is your budget?
7. What does the available infrastructure look like?
8. How costly is local bandwidth, hosting, and energy?

Additional services range from customer provided internal DevOPS and IT support to fully externalized services that cover the Database operations support, OS Support, and Apache support. Again, these are very individualized decisions, and these decisions will be different for each customer.

When ProcessMaker is first installed out-of-the-box, it comes with a default configuration and tuning which can support up to 100 concurrent users or up to 100,000 cases created. After those thresholds are met, it is recommended to optimize regularly the configuration settings for max performance.

ProcessMaker is able to offer the following outsourced DevOPS services in addition to our standard application support.