Duck Creek OnDemand Services Environments
This document was revised on November 19, 2021.
Services Environments
The Environments included with the Services are listed below in Table 1 – Services Environments:
SERVICES ENVIRONMENT | DESCRIPTION | NUMBER OF INSTANCES: SILVER CLASS | NUMBER OF INSTANCES: GOLD CLASS | NUMBER OF INSTANCES: PLATINUM CLASS |
---|---|---|---|---|
PRODUCTION | User-facing runtime environment to be used solely for runtime Production transactions | 1 | 1 | 1 |
PERFORMANCE TEST1 | Environment to be used by both parties for Performance Testing | 0 | 1 | 1 |
USER ACCEPTANCE TEST | Environment to be used by Customer for the final pass of business regression testing prior to deployments to the Production Services Environment | 1 | 1 | 1 |
DEBUG / DATA FIX1 | Environment to be used by both parties to triage, reproduce Incidents, and test data fixes | 1 | 1 | 1 |
QUALITY ASSURANCE TEST | Environment to be used by Customer for consolidated functional testing prior to moving to the UAT Services Environment | 1 | 1 | 1 |
SYSTEM TEST1 | Environments to be used by Customer (e.g., Product Modeling, System Testing, Update Testing) | 1 | 2 | 3 |
TIME TRAVEL TEST1 | Environment to be used by Customer for Billing future-dated test scenarios that require modifications to server times | This environment is only provided for Customers that contracted for the Duck Creek Billing OnDemand Service | This environment is only provided for Customers that contracted for the Duck Creek Billing OnDemand Service | This environment is only provided for Customers that contracted for the Duck Creek Billing OnDemand Service |
1 These environments are not included with the Duck Creek Distribution Management Services or with Duck Creek Turnstile OnDemand.
Environment Hours
All Services Environments listed in Table 1 – Services Environments are scheduled to be available 24 hours per day, 7 days per week, except for Maintenance Windows. Excluding the Production Services Environment, each environment that is unused (i.e., not accessed by any individual or by any automated process) for 36 consecutive hours will be automatically turned off. Customer may manually turn environments back on at any time without Duck Creek’s involvement via a front-end utility provided by Duck Creek to Customer.
Environment Characteristics
Table 2 – Environment Characteristics outlines key characteristics of each type of environment.
SERVICES ENVIRONMENT | HIGH AVAILABILITY1 | DISASTER RECOVERY | INFRASTRUCTURE MONITORING | APPLICATION MONITORING | BASIC SECURITY2 | ADVANCED SECURITY3 |
---|---|---|---|---|---|---|
PRODUCTION | x | x | x | x | x | x |
PERFORMANCE TEST | x | x | x | |||
USER ACCEPTANCE TEST | x | x | x | |||
DEBUG / DATA FIX | x | x | ||||
QUALITY ASSURANCE TEST | x | x | ||||
SYSTEM TEST | x | x | ||||
TIME TRAVEL | x | x |
1“High Availability” applies for all Tier One Services and may not apply for all Tier Two Services.
2“Basic Security” includes encryption at rest and in transit, antivirus, endpoint protection, dual-factor authentication for backend Duck Creek environment access, web application firewalls, privileged access management (PAM), security information and event management (SIEM), and monthly vulnerability scanning. It also includes transaction logging of successful and attempted access to the Production Services.
3“Advanced Security” includes the Basic Security features plus an annual penetration test, threat intelligence and reputation monitoring. Penetration testing may be performed against the Performance Test or User Acceptance Test environment, rather than against the Production environment, if mutually agreed between Customer and Duck Creek.
Environment Roles and Responsibilities
Duck Creek and Customer roles and responsibilities for each type of Environment are stated in Table 3 – Environment Roles and Responsibilities:
SERVICES ENVIRONMENT | INFRASTRUCTURE MONITORING AND ALERTING RESPONSIBILITY | APPLICATION AND DATABASE MONITORING AND ALERTING RESPONSIBILITY | TRIAGE (INCIDENT INVESTIGATION) RESPONSIBILITY | INFRASTRUCTURE AND DUCK CREEK (BASE) PRODUCT PROBLEM RESOLUTION RESPONSIBILITY | CUSTOMER CONFIGURATION AND INTEGRATION PROBLEM RESOLUTION RESPONSIBILITY |
---|---|---|---|---|---|
PRODUCTION | Duck Creek OnDemand | Joint1 | Joint2 | Duck Creek OnDemand | Customer |
PERFORMANCE TEST | Duck Creek OnDemand | Duck Creek OnDemand during Duck Creek Updates; Customer during Customer Updates | Duck Creek OnDemand during Duck Creek Updates; Customer during Customer Updates | Duck Creek OnDemand | Customer |
USER ACCEPTANCE TEST | Duck Creek OnDemand | Customer | Customer | Duck Creek OnDemand | Customer |
DEBUG / DATA FIX | Duck Creek OnDemand | Duck Creek OnDemand during Duck Creek data fixes; Customer during Customer data fixes | Duck Creek OnDemand during Duck Creek data fixes; Customer during Customer data fixes | Duck Creek OnDemand | Customer |
QUALITY ASSURANCE TEST | Duck Creek OnDemand | Customer | Customer | Duck Creek OnDemand | Customer |
SYSTEM TEST | Duck Creek OnDemand | Customer | Customer | Duck Creek OnDemand | Customer |
TIME TRAVEL TEST | Duck Creek OnDemand | Customer | Customer | Duck Creek OnDemand | Customer |
1 Duck Creek is responsible for application health checks of the Services (i.e., monitoring the general application availability). Duck Creek is also responsible for monitoring synthetic transactions. Customer is responsible for ensuring that their custom services (i.e., new APIs developed by Customer) follow Duck Creek monitoring standards.
2 Customer is responsible for the initial triage of incidents identified by Customer, up to the point where Customer reasonably believes that Duck Creek is responsible for the incident. Duck Creek is responsible for the initial triage of incidents identified by Duck Creek, up to the point where Duck Creek reasonably believes that Customer is responsible for the incident. Both parties are responsible for documenting, in the support ticket, any information used to determine responsibility. If the parties do not agree as to which party is most likely responsible, then Duck Creek shall be responsible for triage of that incident. Duck Creek shall not have direct interaction with the End Users (e.g., policyholders, agents, claim handlers, etc.).
Deployment Responsibilities
Each Services Environment provided by Duck Creek shall contain a non-customized implementation of the contracted Duck Creek applications. Duck Creek is responsible for creating, testing, and maintaining those base Duck Creek applications, and for all deployments of those base Duck Creek applications into all Services Environments. Customer or Customer’s designate shall be responsible for creating, testing, and maintaining their Customer-specific configurations and customizations, and for all deployments of those Customer-specific configurations and customizations into all Services Environments. Customer shall not deploy any applications or tools into Duck Creek OnDemand Services Environments. Notwithstanding the foregoing, Customer may deploy applications and tools into the OnDemand workstations provided with Duck Creek OnDemand (e.g., to aid in Customer’s development processes), however, such applications and tools shall not be propagated into the Duck Creek OnDemand Services Environments (e.g., Production). Duck Creek shall provide Customer with the secure process(es) and tool(s) by which Customer-specific configuration and customization deployments can be achieved.