Crown Commercial Service United Kingdom Government...continuously improve those processes over time; > Deliver a unified, predictably efficient customer experience; and > Reap significant

G-Cloud 9 Service Definition Document Cloud Hosting (Lot 1), Cloud Software (Lot 2), and Cloud Support (Lot 3)

Appian Cloud Digital Transformation PlatformTM for the

Crown Commercial Service United Kingdom Government

11th April 2017 Olly Wright | Account Executive Appian Software Switzerland LLC 3rd Floor | 24 Martin Lane London EC4R 0DR | United Kingdom P +44 (0) 7840 038 630 | [email protected] | www.appian.com

G-Cloud 9 Service Definition Document | Cloud Hosting, Cloud Software, and Cloud Support Lots Appian Cloud Digital Transformation Platform for the United Kingdom Government | Crown Commercial Service i

Appian Software Switzerland LLC – Confidential Information 11th April 2017

Table of Contents

1. About this Document ...................................................... 1

2. Service Definition ............................................................ 2

SUBSECTION A – SERVICE DESCRIPTION ........................................................................ 2

SUBSECTION B – DATA BACKUP AND RESTORATION AND DISASTER RECOVERY ......... 6

SUBSECTION C – SERVICE LEVELS .................................................................................. 7

SUBSECTION D – SERVICE CONSTRAINTS .................................................................... 15

SUBSECTION E – TECHNICAL REQUIREMENTS ............................................................. 15

SUBSECTION F – ORDERING AND INVOICING PROCESS .............................................. 16

SUBSECTION G – ONBOARDING AND OFFBOARDING SUPPORT ................................. 17

SUBSECTION G – CONTRACT TERMINATION ............................................................... 17

SUBSECTION H – PRICING OVERVIEW ......................................................................... 18

TRAINING COSTS .......................................................................................................... 19

PROFESSIONAL SERVICES INFORMATION .................................................................... 20

3. Implementation and Training Services ......................... 21

APPIAN IMPLEMENTATION SERVICES AND APPROACH .............................................. 21

APPIAN TRAINING SERVICES ........................................................................................ 26

4. Exhibits ......................................................................... 34

EXHIBIT A – APPIAN CLOUD INDUSTRY AND SECURITY CERTIFICATIONS ................... 34

Copyright 2017 Appian Software Switzerland LLC, a wholly owned subsidiary of Appian Corporation. All rights reserved. No part of this document may be reproduced, stored in, or introduced into a retrieval system or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Appian Software Switzerland LLC. Appian is pleased to submit this information to the United Kingdom’s Crown Commercial Service. Statements in this document regarding characteristics of products and services are based on our current understanding of the Crown Commercial Service’s customers’ requirements and environment. Such statements are provided for informational purposes; they are believed accurate but not warranted. In our experience, it is common for requirements to evolve somewhat and for understanding of the environment to grow between the time of information submission and contract execution. If there is a need for particular technical or performance characteristics to become contractual requirements, we understand that such requirements will be identified and may be incorporated into the statement of work and/or contract prior to agreement execution.

G-Cloud 9 Service Definition Document | Cloud Hosting, Cloud Software, and Cloud Support Lots Appian Cloud Digital Transformation Platform for the United Kingdom Government | Crown Commercial Service 1


1. About this Document

This file comprises our company’s “Service Definition Document” for all G-Cloud 9 service lots to which our company is applying.

Appian Cloud service is a hosted, cloud-based Software as a Service (SaaS) which inherently includes all components of the three lots available on the United Kingdom’s (UK’s) Crown Commercial Service Digital Marketplace under the proposed G-Cloud 9 agreement as highlighted in the table below:

G-Cloud 9 Service Lot 1

CLOUD HOSTING G-Cloud 9 Service Lot 2

CLOUD SOFTWARE G-Cloud 9 Service Lot 3

CLOUD SUPPORT

Appian Cloud is delivered as a subscription-based hosted Software as a Service (SaaS), with Amazon Web Services (AWS) serving as our hosting infrastructure provider. Therefore, “cloud hosting” is an integral element of the Appian Cloud service and, as such, covered by this Service Definition Document.

Appian Cloud includes a subscription-based license to our Appian Digital Transformation Platform software, which encompasses a low-code application development platform; a comprehensive, award-winning intelligent Business Process Management (iBPM) suite; and industry-leading dynamic/adaptive case management capabilities. Therefore, “cloud software” is an integral element of the Appian Cloud service and, as such, covered by this Service Definition Document.

Appian Cloud includes “Standard” help desk support to our customers’ designated contacts during Appian normal UK business hours, with 24x7x365 “Premier” support optional. Appian Cloud subscribers receive all patch deployments, all upgrades of the Appian platform software and other supporting applications (server operating system, for example), and Appian Forum online community access. Therefore, “cloud support” is an integral element of the Appian Cloud service and, as such, covered by this Service Definition Document.

Figure 1. How the Components of the Appian Cloud Service Map to All G-Cloud 9 Lots

As all of the above-described elements are included in the Appian Cloud service proposed for the G-Cloud 9 agreement, we have created a single, all-inclusive “Service Definition Document.” Therefore, please note that while this document is attached to each Appian service lot application, the document is identical across all three lots.

The following section of this file describes/defines the Appian Cloud service in greater detail.



2. Service Definition

Subsection A – Service Description

About Appian Cloud

Appian Cloud is a hosted, cloud-based Software as a Service (SaaS). Appian uses Amazon Web Services (AWS) as our Infrastructure-as-a-Service (IaaS) hosting partner for Appian Cloud.

The customer is able to choose its preferred region to host data and meet regulatory and security requirements, 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, in Ireland and Frankfurt, Germany, in Europe; Northern California, Northern Virginia, and Oregon, in the United States; Sydney, Australia; Sao Paolo, Brazil; and Singapore.

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).

In addition to the low-code application development, dynamic/adaptive case management, and intelligent Business Process Management (iBPM) capabilities provided with the Appian Digital Transformation Platform, Appian Cloud includes:

> Production and Non-Production Instances (three environments including production, test, and development)

> An Unlimited Number of Applications that Can Be Configured and Deployed on the Platform (assuming standard user licences are acquired versus application-specific ones)

> Unlimited Content Library > Unlimited Bandwidth > Mobile Applications (“Apps”) for iPhone, iPad, and Android > Database Instance > E-mail and Web Services Integration > TLS (Transport Layer Security) Encryption > Access to the Online Appian Forum Customer and Partner Community > Platform Monitoring, Management, Maintenance, and Backups > A 99.95-percent Uptime/Availability Service-Level Agreement (SLA) > Localised Hosting (in the European Union, Asia-Pacific Region, or United States)



> Secure Assertion Markup Language (SAML), Lightweight Directory Access Protocol (LDAP), or Active Directory (AD) Authentication

> Virtual Private Network (VPN) with the Customer’s Enterprise Network > Custom Uniform Resource Locator (URL) > Branded User Interface > Portability between Appian Cloud and Appian on Premises (with the on-premises offering,

the Appian platform is installed on servers behind the customer’s firewall or otherwise under the customer’s control)

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.

Underlying Appian Digital Transformation Platform Capabilities

Available through web and mobile interfaces, Appian software delivers the easiest way to manage business processes, work automation, and social collaboration across the enterprise—amongst employees, customers, partners, suppliers, and systems. In fact, our award-winning software platform, initially released to market in 2004, is used by hundreds of government, commercial, and nonprofit organisations worldwide to:

> Streamline the performance of their work; > Ensure process compliance with organisational and regulatory procedures and

requirements; > Ensure individual, departmental, and organisational consistency and accountability; > Give all process participants and organisation stakeholders and executives real-time

visibility into the processing and completion of work; > Make it easy and fast to change organisational business processes as needed—and

continuously improve those processes over time; > Deliver a unified, predictably efficient customer experience; and > Reap significant hard- and soft-dollar benefits in productivity, accuracy, and time.

The Appian Cloud SaaS offering is the externally hosted version of the Appian Digital Transformation Platform, conveniently delivered on a subscription basis for a term of one to two years, with the option to extend the term for up to two additional years (in one-year increments).

The benefits of implementing Appian in the cloud include low startup costs, rapid deployment with no manual maintenance, predictable costs over the life of the application, and more rapid return on investment (ROI).



Figure 2. Appian Digital Transformation Platform Software Is Included in the Appian Cloud Service

The Appian platform improves how work is accomplished by delivering enterprise-strength, yet easy-to-use software for low-code application development; a full-featured intelligent Business Process Management (iBPM) Suite; and comprehensive, dynamic case management capabilities. Together, these natively integrated components include everything an organisation needs to turn all desired efficiency, accuracy, compliance, visibility, and customer service gains into reality.

With Appian, organisations can design (through configuration, not coding) custom business applications using the included Business Process Model and Notation (BPMN) compliant Process Modeller. Appian’s native process repository captures and stores process models for rapid reuse, and its native Business Rules Engine allows organisations to easily define the rules which will define their specific, critical policies and procedures. Additionally, Appian supports complex event processing, so organisations can readily track, analyse, and respond to business events. The Appian platform also makes it easy to rapidly create task forms and role-based user dashboards using its included graphical Forms Designer.

Additionally, organisations are able to instantly deploy newly built solutions on the scalable, flexible Appian platform. Appian provides out-of-the-box integration capabilities with diverse systems; includes an innovative Records capability to unify all data—across systems and processes—in a single location; and features intuitive user interfaces to deliver a great user experience. In fact, built-in enterprise mobility delivers responsive, mobile user experiences with no extra work

Moreover, Appian’s real-time management tools enable organisations to monitor in-flight processes, reassign tasks, and view performance and real-time visibility and task management provides granular tracking of process and task progress, to increase worker efficiency and reduce costs. And automated, skills-based routing ensures the right worker receives the right task.



Figure 3. Appian Digital Transformation Platform Software Includes Everything Needed to Design, Execute, Monitor and Report on, and

Improve Process-Based Business Applications

Additionally, Appian’s social collaboration drives awareness across people, processes, and systems—empowering continuous process improvement constantly evolves business performance. And aggregated process history analysis identifies bottlenecks and inefficiencies.

Finally, predictive analytics available with Appian allow our customers to leverage past performance and trends to create self-optimising processes. Dynamic reporting provides real-time visibility into business operations

Appian Cloud High-Availability (HA) Option

Above the standard Appian Cloud 99.95-percent SLA, we now offer the Appian Cloud High-Availability (HA) option—with the Recovery Point Objective (RPO) and Recovery Time Objective (RTO) both at 15 minutes for customers with HA needs.

Unscheduled outages are practically eliminated by running the Appian Cloud HA option with no single points of failure. To achieve this level of availability, Appian employs always up-to-date failover servers rather than load balancing, so there are fully redundant, always updated servers in place for the explicit purpose of backup. In load balancing, if one server fails, other servers must “pick up the slack”; but with the full failover provided in our optional Appian Cloud HA offering, if one server fails, another server immediately and fully replaces it.

Should an organisation desire the Appian Cloud HA option, either Appian point of contact included at the end of this price list will be pleased to provide further information and pricing upon request.



Subsection B – Data Backup and Restoration and Disaster Recovery

As indicated in the preceding subsection, with Appian Cloud, all hosting, infrastructure, and system management tasks are managed by Appian, including backups.

Appian Cloud Backups

Appian understands data is our customers’ most important asset. The standard backup and retention practices followed by Appian have been designed to meet the following objectives:

> Minimise unexpected service interruptions for Appian Cloud. > Limit the extent of disruption and damage for Appian customers.

All relevant application data submitted to Appian Cloud, and necessary for the proper operation of the system, is included in backups. Appian performs regular backups to minimise the recovery point objective of the disaster recovery plan without adding significant overhead to the system. Data is backed up virtually using AWS snapshots; and data from backups is encrypted and transferred, over secure connections, to geographically dispersed facilities with industry-standard safeguards where it is retained for 28 calendar days.

Appian Cloud Disaster Recovery Plan

The goals of the Appian Cloud Disaster Recovery Plan (DRP) are to:

> Minimise interruptions to normal Appian Cloud operations; > Limit the extent of disruption to, and damage on the part of, Appian customers; > Minimise the overall economic impact of an unexpected service interruption; > Establish alternative means of operation in advance; > Train personnel in Appian Cloud emergency procedures; and > Provide Appian Cloud personnel with a reference to aid the smooth and rapid restoration

of service.

In developing and maintaining the Appian Cloud DRP, Appian has enacted an ongoing risk assessment programme to identify threats and assess the level of severity those threats pose to the Appian Cloud service and its customers, contemplating different disaster scenarios for Appian Cloud resources and supporting systems and identifying critical processes, recovery priorities, disaster recovery procedures, and targeted recovery time frames. The outcomes of this analysis are documented and referenced to enable Appian to continuously improve the software, resources, controls, and practices used to manage the Appian Cloud service.

An additional, critical component of the Appian Cloud DRP is regularly testing its viability and effectiveness. The following aspects of our plan are tested at least semi-annually:

> The integrity of backed-up data; > Restore-from-backup procedures; and > Communication practices during a major service interruption.



The Appian Cloud DRP further encompasses initiation procedures; notification, communication, and escalation guidelines; damage assessment protocols; and recovery and incident closeout procedures. Given the highly sensitive nature of the Appian Cloud DRP, detailed information, including details concerning alternative sites available in the event of a disaster, are confidential and disclosed only on a need-to-know basis; Appian will be pleased to arrange a discussion with Appian Cloud management to cover greater detail about the DRP on a one-on-one basis.

Subsection C – Service Levels

Appian Cloud Included Services

In addition to the low-code application development, dynamic/adaptive case management, and intelligent Business Process Management (iBPM) software capabilities provided with the Appian Cloud service, the Appian Cloud hosted SaaS offering also includes:

> Production and Non-Production Instances (three environments including production, test, and development)

> An Unlimited Number of Applications that Can Be Configured and Deployed on the Platform (assuming standard user licences are acquired versus application-specific ones)

> Unlimited Content Library > Unlimited Bandwidth > Mobile Applications (“Apps”) for iPhone, iPad, and Android > Database Instance > E-mail and Web Services Integration > TLS (Transport Layer Security) Encryption > Access to the Online Appian Forum Customer and Partner Community > Platform Monitoring, Management, Maintenance, and Backups > A 99.95-percent Uptime/Availability Service-Level Agreement (SLA) > Localised Hosting (in the European Union, Asia-Pacific Region, or United States) > Secure Assertion Markup Language (SAML), Lightweight Directory Access Protocol (LDAP),

or Active Directory (AD) Authentication > Virtual Private Network (VPN) with the Customer’s Enterprise Network > Custom Uniform Resource Locator (URL) > Branded User Interface > Portability between Appian Cloud and Appian on Premises (with the on-premises offering,

the Appian platform is installed on servers behind the customer’s firewall or otherwise under the customer’s control)

With Appian Cloud, all software 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.



Provider (Appian) Responsibilities

Cloud Hosting (Lot 1)

As indicated in the “About Appian Cloud” section of this document, all Appian Cloud hosting, infrastructure, and system management tasks are managed by our company. This includes activities around platform (but not application) administration, patch deployments, software upgrades (Appian software, operating system, and any other supporting applications), and backups.

Appian uses Amazon Web Services (AWS) as our Infrastructure-as-a-Service (IaaS) hosting partner for the Appian Cloud service. Appian Cloud has global hosting regions which include the United States, Canada, Europe, Latin America, Australia, and Asia.

AWS is a global leader in the provision of hosting services and, as such, is compliant with many security frameworks that include physical security and access control requirements. AWS holds International Organisation for Standardisation (ISO) 9001, 27001, 27017, and 27018 certifications, and the latest information on AWS’s supported security frameworks is always available at https://aws.amazon.com/compliance/. Appian reviews AWS audit reports on a regular basis, as they are made available, to verify no reportable issues have been identified which could affect Appian's customers' data or systems and to ensure compliance with applicable requirements and standards is maintained.

Appian Cloud customers may choose their preferred region for hosting of their data to meet their business, security, and regulatory requirements (localised hosting). Appian ensures all customer data inside an Appian Cloud instance is protected and not copied outside regions designated by each customer.

All Appian Cloud customers are provided with individual virtual resources for application processing and data storage for each of their environments (e.g., development, production, etc.) using the AWS Elastic Cloud Compute (EC2) offering. These resources are separate from other customers and are logically firewalled from one another as well as other customers' resources. (EC2 is a web service that provides secure, resizable compute capacity in the cloud. It reduces the time needed to obtain and boot new server instances to minutes, allowing organisations to quickly scale capacity, both up and down, as their computing requirements change.)

Each Appian Cloud customer receives both production and non-production instances (three environments in total, for production, testing, and development purposes), as well as the full list of features and functionality described in the preceding “Appian Cloud Included Services” section.

https://aws.amazon.com/compliance/



Appian Cloud customers are able to scale with ease—elastic growth adds server capacity as their solution footprint and use grows. Appian Cloud also delivers unsurpassed security and reliability, with 24×7 system monitoring, a 99.95-percent service-level agreement (SLA) uptime guarantee; and local Information Technology (IT) support. And secured connections are ensured with Transport-Layer Security (TLS) encryption of all communications.

Additionally, Appian Cloud supports single sign-on (SSO), with protocols including SAML (Security Assertion Markup Language), LDAP (Lightweight Directory Access Protocol), and AD (Active Directory) authentication.

Cloud Software (Lot 2)

Appian Digital Transformation Platform software—included with the Appian Cloud service—improves how work is accomplished by delivering enterprise-strength, yet easy-to-use software for low-code application development; a full-featured intelligent Business Process Management (iBPM) Suite; and comprehensive, dynamic case management capabilities.

Together, these natively integrated components include everything an organisation needs to turn all desired efficiency, accuracy, compliance, visibility, and customer service gains into reality. Appian software, as highlighted in the preceding “Service Definition” section, will make it easy for G-Cloud 9 buyers to:

> Build enterprise applications:

• Create enterprise applications that address the toughest business challenges with virtually no coding

• Drag-and-drop functionality simplifies the design of even complex applications • Prebuilt accelerators make embedding complex functions easy • Native mobility makes everything instantly mobile ready, with no additional effort • Ease of design makes time to launch exceptionally fast

> Launch quickly:

• Low-code, high-productivity design tools for citizen developers • Prebuilt connectors provide fast integration to virtually any system • Real-time test capabilities ensure what our customers build works as intended • Market-leading iBPM embedded for continuity across applications • Native mobility means Appian software works anywhere on any device, at any time,

whether users are online or offline



> Use easily:

• Intuitive user interfaces deliver great user experiences • Embedded security protects user and company data • Intelligent filters speed the path to knowledge • Enterprise records converge information dispersed across systems with a single click • Social collaboration unites everything to increase employee communication and

innovation

> Embrace change:

• Application life-cycle management tools scale for thousands of developers • Agile methodologies accommodate rapid application development and change • Unlimited applications on a single platform (assuming standard/full user licences as

opposed to application-specific ones) • Point-and-click design dramatically cuts the time typically needed to change custom

applications • Ultimately flexible with portability from cloud to on premises as needed

The Appian Cloud hosted service is “purchased” as one complete, fully integrated solution. We do not price modules separately, and all users have access to all features and capabilities (iBPM, case management, and low-code application development) in Appian—subject to the permissions the organisation grants them—for a simple per-user, per-month price.

Key attributes of Appian’s cloud software that will ensure its ease of use—and its value to G-Cloud 9 subscribers—include the following:

> Appian is fully web based across all user interfaces. There is no desktop software to install or upgrade. User interfaces are role based and intuitive, allowing for immediate productivity with zero training.

> Appian is available as a hosted Software as a Service (SaaS). With the hosted Appian Cloud service, customers can be up and running in a matter of weeks.

> Applications are configured in the Appian platform, not coded. The iBPM Suite component of our platform includes graphical, drag-and-drop process modelling and forms design—and allows for changes “in flight,” in real time.

> Appian helps customers preserve their past technology investments by converging data from disparate systems and making all needed information accessible through a single, holistic view. Our integration framework makes it possible to extend the life of legacy applications by delaying or negating the need to modernise or replace them (either of which is a costly proposition). These back-end integrations are masked by incredibly simple interfaces, affording users a single point of entry to all the information they need in the context of their work and eliminating application silos for greater visibility across people, applications, and systems.

http://www.appian.com/bpm-software/appian-records/



> Component reusability is a hallmark of the Appian platform. 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 an organisation automates delivers incremental value and reduces marginal cost; and with a unified user interface, Appian flattens the learning curve for end users whenever new applications are introduced.

Additional information on our innovative, market-leading, and award-winning software can be found on our corporate web site at: http://www.appian.com/.

Cloud Support (Lot 3)

Appian’s comprehensive post-implementation services deliver maintenance, support, and product updates to Appian customers, partners, and distributors.

Specifically, we offer our customers two levels of technical support: Standard and Premier. The Standard level is included with our cloud support service, but Premier is optionally available (at additional cost) for those organisations requiring around-the-clock access to Appian Cloud experts.

The table below highlights the offerings available with each level of support.

Standard Support Premier Support

Online case management ✓ ✓

Phone support ✓ ✓

Live screen sharing ✓ ✓

Discussion forums ✓ ✓

Knowledge base ✓ ✓

Customer support contacts Two (2) Ten (10)

Case/severity response times*

Priority 1: <1 business hour Priority 2: <2 business hours Priority 3: <8 business hours Priority 4: <12 business hours

Priority 1: <15 minutes Priority 2: <1 hour Priority 3: <4 business hours Priority 4: <8 business hours

Dedicated solution engineer ✓

Proactive guidance ✓

New release planning ✓

*The “<” symbol used in the table above means “less than” or “under.” The term “business hours” means Appian’s normal weekday hours of operation as listed in the “Cloud Support Hours of Operation” section. Appian makes every reasonable effort to respond to an initial customer request within the corresponding, target time frames.

Updates and new releases of the licensed software are included with each Appian Product Support plan; if Appian Professional Services engagement is requested to consult on or manage an upgrade process, such services are available at additional cost.

http://www.appian.com/



Cloud Support Hours of Operation

Within the United Kingdom (UK), Appian business hours are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays.

Cloud Support Help Desk Locations and Organisational Structure

Appian Product Support engineers are located in the United Kingdom, Australia, and the United States, allowing us to provide “follow-the-sun” services to our worldwide customer base. The Appian Product Support team operates in a “flat” organisational structure, whereby any engineer may assist any customer with any issue; and the Product Support engineer assigned to an issue at the time of help desk “ticket” creation retains ownership over the given case through to resolution/closeout.

Accessing Cloud Support

Appian Product Support is accessible via phone or e-mail, as well as over the web. Additionally, Appian provides a single portal for our clients and partners, called “Appian Forum,” that delivers an integrated customer experience for knowledge management, discussion forums, Centre of Excellence documentation, product updates, software downloads, application and template downloads, logging support cases, licensing, documentation, and online training.

Helping Customers Transition to the Cloud

Appian’s Professional Services support is designed to assist in launching a customer’s SaaS initiative, as well as to train and mentor staff to become application owners and independent implementers. Appian and our customers have had tremendous success using this application-development transition model, which combines core product training with mentorship and a phased transition of ownership. During the ownership transition period, Appian typically moves from a technical lead role to a per-request/as-needed supporting posture.

Appian offers multiple engagement options for the customer’s initial project and further solution implementations. While we encourage customers to build toward a self-sufficient resourcing model, removing long-term reliance on Appian for continued application delivery and administration, we are also able to provide longer programme delivery teams and undertake full outsourced service delivery if required.

Appian’s methodology and approach for migration—if needed as part of the customer’s transition to the cloud—includes specific discovery, planning, design, testing, and execution procedures. We recommend using the Appian platform to execute data migration rather than third-party tooling, as the Appian software is entirely capable of the automation or semi-automation of migration activities. This, in turn, has the significant advantage of tailoring legacy migration design and execution to the specific platforms, databases, and applications in scope, whilst harnessing the speed of configuration afforded by the Appian software.



Subscriber (Customer) Responsibilities

Application administration (user creation, solving problems with a specific process, etc.) is the responsibility of the customer. The customer is responsible for designating one or more individuals to serve as its Appian administrator(s), who will be responsible for configuring the Appian software for authorised named users to access and use the Appian software.

We ask that our Appian Cloud customers provide the following minimal support and maintenance structure with respect to the production Appian Cloud service:

1) User management and first-line support. The customer’s end users need a help desk facility to report issues and obtain basic support, as well as service user account management and password resets.

2) Solution monitoring and issue resolution. The Appian platform will provide system alerts in the event of any processing failure. This could be an unhandled integration failure, erroneous data that has been introduced to the application, an unexpected business scenario, or an occurrence of a known issue. In such circumstances, it is typical for a client to have a team that can monitor alerts and take appropriate action. (The Appian Cloud service is instrumented to monitor key operational metrics and e-mail appropriate personnel when certain operational thresholds are reached, when certain conditions exist that could potentially lead to service degradation, or if a security breach takes place.)

3) Liaison with the Appian Cloud support team. The Appian team will need a point of contact with whom to coordinate concerning maintenance windows, platform upgrades, as well as for discussion on any support tickets raised by the customer organisation with Appian Product Support.

The customer is responsible for designating several employees to serve as “support contacts.” These individuals will report problems to and seek assistance from Appian Product Support regarding the customer’s use of the Appian software. The customer’s support contacts may report problems using Appian’s online technical support case management system by telephone using Appian’s Product Support line; or using other means as Appian may provide from time to time. The customer’s support contacts may also track Product Support requests using Appian’s case management system. The customer’s support contacts will need to be reasonably familiar with the Appian software in order to facilitate discussions with Appian’s Product Support staff.

4) Additional Hardware Resources. The customer is responsible for the cost of additional hardware resources required for their applications beyond the initial configuration provided by Appian.



Appian Cloud Performance/Availability

Appian provides a 99.95-percent uptime service-level agreement (SLA) for the Appian Cloud offering. If, during customer's subscription, availability is less than 99.95 percent of the time in the applicable coverage window during a calendar month, Appian provides the customer with the following limited remedy.

Priority Level* Monthly Available Percentage Service Credits (% of

Applicable Monthly Service Fee)

Priority 1 Less than 99.95% but equal to or greater than 99.0% 10%

Less than 99.0% 30%

Priority 2 Less than 99.0% 15%

*Problem priority/severity levels are defined in the table below.

Appian Cloud Targeted Support Enquiry Response Times

Each reported issue/problem is assigned a case number and severity level (based on impact to the system or urgency of business need). Each severity level includes targeted response times as shown in the table below.

Problem Priority Levels, Severity Definitions, and Target Response Times

Priority Level

Severity Definition Target Response Time**

STANDARD PREMIER

1 The Appian software is down in a production setting, and no workaround exists or the workaround is not feasible to implement due to the impact on the customer’s business.

<1 business hour

<15 minutes

2 Users are unable to operate the core functionality on a production instance of the Cloud Offering using the user’s then-current username and password. Core functionality means the ability to use the Cloud Offering to: (i) load a designer interface; (ii) publish a generic process; (iii) launch a generic process (including accepting a generic task and entering a generic form); (iv) access a generic dashboard; or (v) run a generic report.

<2 business hours

<1 hour

3 A production instance is negatively affected, but it is not a Priority 1 or Priority 2 issue.

<8 business hours

<4 business hours

4 All other issues not outlined above. <12 business hours

<8 business hours

**The “<” symbol used in the table above means “less than” or “under.” The term “business hours” means Appian’s normal weekday hours of operation in the United Kingdom (UK), which are 08:00 to 17:30, BST (British Summer Time), Monday through Friday, excluding Appian holidays. Appian makes every reasonable effort to respond to an initial customer support request within the corresponding, target time frames.



Appian Cloud Excluded Items

Appian Cloud maintenance services do not include on-site or in-person assistance/consultation or extensive training which would normally be provided in formal training classes. In addition, maintenance services do not include:

> Any support in connection with software not licensed pursuant to the Appian Cloud subscription agreement;

> Any use of the service offering in disregard of any known adverse consequences, including the failure of users to follow warning messages and other written instructions;

> Extensions, modifications, or customisations of the service offering and any other cause not attributable to Appian; and/or

> Correction(s) for difficulties or problems that are not covered by Appian’s obligations under the Appian Cloud subscription agreement or which are traceable to the subscriber’s errors or systems changes.

Subsection D – Service Constraints

No service constraints exist beyond those stated in the Appian Cloud subscription agreement.

Subsection E – Technical Requirements

As Appian Cloud is a hosted service, technical requirements are limited to those associated with users who will access and work with the platform software and configured applications.

Specifications for End Users

Appian Cloud users may access the software via supported web browser or native mobile application (“app”) on a supported device. Specifications are included in the table below.

Users Accessing Appian Cloud via Web Browser

Web browsers supported as of the date of this document are identified in the following table.

Browser Comments

Microsoft Edge Microsoft Edge is only supported on Windows 10 operating systems.

Microsoft Internet Explorer 11

Microsoft Internet Explorer 11 is supported on Windows operating systems and Windows 8.x tablets.

Mozilla Firefox Mozilla Firefox updates automatically. Appian supports the most recent stable version of Mozilla Firefox.

Google Chrome Google Chrome updates automatically. Appian supports the most recent stable version of Google Chrome.

Apple Safari Safari is only supported on Mac operating systems.

NOTES: Appian does not support browsers that are no longer supported by their respective vendor. Use the latest supported browser version and always apply all available security



updates. Web browsers for Appian Cloud users should be configured to allow TLS Version 1.1 and/or 1.2 as Appian Cloud sites will drop support for TLS 1.0 in a future release.

Appian Cloud Feature Support by Browser

The table below lists browser compatibility by feature. Certain features in Appian, such as the Process Modeller, have their own browser configuration requirements.

Feature Microsoft

Edge Internet

Explorer 11 Internet

Explorer 11 (tablet) Mozilla Firefox

Google Chrome

Apple Safari

Newsfeed Yes Yes Yes Yes Yes Yes

Sites Yes Yes Yes Yes Yes Yes

Embedded Interfaces Yes Yes Yes Yes Yes Yes

Appian Designer/design Yes Yes No Yes Yes Yes

Administration Console Yes Yes No Yes Yes Yes

/designer Interface Yes Yes No No No No

Process Modeller Yes Yes No Yes Yes Yes

Users Accessing Appian Cloud via Mobile Device

Appian offers a native mobile application, “Appian for Mobile Devices,” for iOS and Android devices, in conjunction with the version of the Appian software generally available as of the date of this document.

Users should always upgrade to the latest available version of the Appian for Mobile Devices application to take advantage of the best experience and latest features. The latest version of the Appian for Mobile Devices application is always compatible with all supported Appian server versions.

Mobile Platform Appian for Mobile Devices Version

iOS 16.2.2 or Later

Android 16.3 or Later

NOTE: Good™ MDM is supported by a dedicated iOS app, Appian For Good, in the Good Marketplace. For other MDM vendors, see MDM Support.

Subsection F – Ordering and Invoicing Process

Customers may order the Appian Cloud service by completing and signing the order form that accompanies the Appian Cloud subscription agreement. The subscriber/customer agrees to pay the fees associated with the Appian Cloud service offering and maintenance services as set forth in the applicable order form. The customer/subscriber further agrees to pay Appian for professional services in the amounts specified in each Professional Services Statement of Work (SOW).



Fees and charges are due and payable within 30 calendar days of Appian’s invoice date. Amounts not paid on a timely basis will incur interest at the lesser of one and one-half percent (1.5%) of the outstanding balance per month or such higher amount permitted under applicable law.

Except as expressly set forth in the Appian Cloud subscription agreement, all orders and payments for licenses and services are non-cancellable and non-refundable.

All fees and charges are exclusive of all taxes, levies, or duties imposed by taxing authorities, and the customer/subscriber is responsible for paying all such taxes, excluding only taxes based solely on Appian’s income, unless expressly exempt from having to do so. Further provisions concerning taxes are set forth in the Appian Cloud subscription agreement.

Subsection G – Onboarding and Offboarding Support

Customer Onboarding and Offboarding

Appian has automated processes to orchestrate the onboarding of new Appian Cloud customers and 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 deployed and configured (or 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.

Offloading of Customer Data upon Termination

Our customers can export 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 their Appian contract’s termination date.

Subsection G – Contract Termination

The language inserted in italics below is excerpted from the Appian Cloud agreement furnished as a separate file with Appian’s G-Cloud 9 submission:

a) For Cause. Either Party may terminate this Agreement if the other Party commits a material breach of any of the terms and conditions of this Agreement, and fails to cure such breach within 30 calendar days of receiving written notice thereof from the non-breaching Party.

b) Suspension. Upon providing Subscriber with written notice, Appian may immediately suspend Subscriber’s privilege to use the Cloud Offering, which suspension shall be without any liability to Appian if Appian has reason to believe:



(i) Subscriber is using the Cloud Offering in any manner to (I) interfere or attempt to interfere with the functionality or proper working of the Cloud Offering, including but not limited to participating in any flooding or denial or service activities of any kind, or (II) to engage in, promote or facilitate illegal activities; or

(ii) the Data (I) infringes, violates or misappropriates any rights of the Service Providers or any third party; (II) constitutes defamation, invasion of privacy or publicity, or otherwise violates any applicable law or regulation, or (III) contains malware, viruses, Trojan horses, spyware, worms, or other malicious or harmful code.

Appian reserves the right to impose a reconnection fee in the event Subscriber’s rights are suspended and Subscriber thereafter requests access to the Cloud Offering.

c) Effect of Termination. Upon the effective date of termination, Appian may terminate Subscriber’s use of the Cloud Offering, and Subscriber agrees to pay the balance due on Subscriber’s account computed in accordance with applicable Order Form.

Subsection H – Pricing Overview

The Appian Cloud service is priced on a per-user, per-month subscription basis for a specified subscription period. The monthly fee, paid annually, includes standard support and maintenance.

The Appian Cloud hosted service is “purchased” as one complete, fully integrated solution. We do not price modules separately, and all users have access to all features and capabilities (business process management, case management, and low-code application development) in Appian—subject to the permissions the organisation grants them—for the per-user, per-month price.

When an organisation invests in Appian, it gains three initial environments (production, test, and development). Moreover, with Appian there are:

> No additional modules to purchase; > No additional costs for mobile and social use and future developments; > No high costs for business and Information Technology (IT) developer licenses; > No cost for any plugin or component from the online repository; > No complicated pricing based on a combination of central processing units (CPUs),

integrations, invocations, volumes, applications, departments, and/or users; and > No limit on system integrations.

Software Costs

Appian is available on a subscription basis through the cloud as a SaaS (Software-as-a-Service) or as an on-premises deployment. Our licensing model is on a per-user basis. In the cloud, the monthly subscription includes all software support and maintenance costs.



Appian provide two licence options:

> Application-Specific User Licences – This licence type entitles a user to harness the full power of the Appian platform for one specific process/area only.

> Standard User Licences – This licence entitles a user to harness the full power of the Appian platform for unlimited number of processes/areas across their organisation.

Licence pricing is provided separately in our “Price List” document.

The minimum purchase is for 100 standard or application-specific licences, and “Standard” maintenance/support is included in the monthly fee for the Appian Cloud hosted offering. Organisations may contract for an initial one- or two-year term, with the option to renew their subscription for up to two additional, successive one-year increments as required in the G-Cloud 9 call-off contract.

The pricing provided in our “Price List” is Appian’s entry-level pricing. However, if the customer has a requirement for larger user volumes, we will be happy to discuss its requirements in finer detail once user counts are determined/known.

Training Costs

The Appian software is extremely easy to learn and use. In fact, typical business end users (those who complete tasks and initiate process instances, such as creating a new case or request) do not require any training at all.

Appian is intuitive and tailored to each organisation’s user and group roles (thus providing an informative landing/home page, with readily accessible job-related data and actions). As a result, business users are immediately productive on Appian.

The natively integrated Appian Designer/Process Modeller platform component is likewise geared toward business users rather than technical ones. Computer-literate individuals, such as a business analyst who is knowledgeable regarding the process to be automated, can easily learn to design and automate applications on the Appian platform.

For G-Cloud 9 customers, we recommend the five-day Appian Designer learning path, priced below and described in Section 3, “Implementation and Training Services.” After completing this course, participants will have the understanding and skills needed to immediately begin developing software applications on the Appian software platform.

Through the Appian Designer instructional programme, participants learn how to design, implement, and manage applications with an emphasis on best practices. They also learn to identify areas in which the Appian Digital Transformation Platform can be leveraged for additional return on investment (ROI). Hands-on exercises give participants the opportunity to create mobile and social applications using real business cases.

Training pricing is included in our “Price List” document.



Implementation Costs

Appian proposes that our clients work closely together with Appian’s Professional Services team to introduce the Appian Platform into the business environment. Appian will provide thought leadership and all necessary skills transfer to ensure an agile and smooth delivery.

Appian’s recommendations for Professional Services Support are designed to assist in launching a client’s initiative and to train and mentor staff to become application owners and process implementers. Appian has had success with an application development transition model that combines core product training with mentorship and a phased transition of ownership. During the ownership transition period, Appian typically moves from a technical lead role into a per-request/as-needed supporting role.

Professional Services implementation and consulting pricing is included in our “Price List” document.



3. Implementation and Training Services

Appian Implementation Services and Approach

Introduction to Appian’s Agile Delivery Approach

Appian uses and recommends an agile delivery methodology, as it is the best way to ensure speedy delivery of value.

“Agile” is an umbrella term that describes a growing list of methodologies that all support the same principles and the same goals of speed, quality, adaptability, and transparency. The following paragraphs describe Appian’s agile-based software delivery methodology.

Appian typically kicks off projects with Sprint 0, which is intended to perform quick, collaborative product discovery to understand the project goals and context. By the end of Sprint 0, the team will have created a release plan to provide transparency into release goals and track delivery.

Appian then delivers projects incrementally through a series of short, typically two-week, product delivery sprints (iterations) which each results in a small piece of tested and working product. These sprints allow teams to decompose the release plan scope into smaller pieces to create solvable problems. The goal is to always keep releases small in order to release frequently and gain fast feedback.

Figure 4. Appian Delivers Applications Incrementally

Since each delivery sprint results in a piece of working product, within the sprint the team completes all necessary activities. This includes working on any analysis, design, development, testing, and revisions necessary to get the item to “Done.” Teams avoid setting up separate sprints, in a waterfall fashion, for each of these stages. Waterfall sprints increase the time it takes to get “Done” work, slow down feedback cycles, and increase risk.



Within each sprint, the delivery team utilises several key ceremonies to ensure they are continuously improving the product and the delivery process, for example:

> Sprint Planning, to break down and plan how the team will implement the sprint’s goal; > Daily Standups (daily scrums), to stay aligned and communicate any risks that may be

impeding the team’s ability to deliver the sprint goal; > Sprint Reviews (sprint demonstrations), to show the completed sprint work and

immediately obtain feedback from stakeholders; and > Sprint Retrospectives, to inspect and adapt the delivery process and make any necessary

changes prior to the start of the next sprint.

Figure 5. Appian Sprint Development Cycle

Appian carefully chooses and tailors the agile processes we use to the specifics of each project, to ensure they are in support of each customer’s unique situation. The various agile methodologies use a wide array of practices, each of which supports shared agile principles but which may be more or less applicable in a given situation.

Appian Certified Delivery Programme

The Appian Certified Delivery programme is designed to ensure the customer’s long-term success and growth from its Appian initiative, whilst also helping the organisation become self-sufficient (using its own staff or preferred partners) and helping it achieve a low total cost of ownership (TCO).

Under the Certified Delivery banner, Appian delivers implementation services categorised according to three parallel tracks:

> Track 1 focuses on delivering the most critical and complex capabilities; > Track 2 focuses on enablement and self-sufficiency; and > Track 3 focuses on programme planning, architecture, and guidance.



The Appian Professional Services delivery team establishes momentum, “out of the gate,” by delivering high-value features quickly and ensuring extensible design patterns are thoroughly woven into the fabric of the programme.

Customer self-sufficiency is achieved through Appian training, shadowing, and assurance (Track 2); and low TCO is achieved by programmatic guidance (Track 3) at project outset, to ensure the right foundation is built both in terms of architecture/design and management practices (e.g., release management).

Appian Expert Delivery Programme

The Expert Delivery programme is an Appian-led implementation that leverages agile methods to quickly and transparently deliver features to production.

These projects start with an intense initiation phase, typically two to four weeks in length. During this initiation phase, Appian’s project team guides the customer through the discussions and analysis required to rapidly deliver a high-value solution. This guided approach typically includes:

> User experience (UX) analysis, through interviews and the creation of user personas, as well as requirements analysis through user-story mapping and prototype creation;

> Requirements decomposition, estimation, and prioritisation; and > Solution design, release planning, and design reviews.

The initiation phase is highly collaborative and well received by clients. In fact, many clients have incorporated our techniques into their own project management methodology after working with the Appian Professional Services team.

Appian will then work intensively with the customer to deliver the first phase of the project into production in a rapid and focused engagement, targeting the first production deployment within six to eight weeks. This lays the foundation for ongoing, iterative deployments to continue to deliver business value through ongoing phases.

Appian and Customer Resourcing

Appian believes the most effective engagement implementation model for a first project relies on a core team of expert roles working closely with the customer’s team. Appian then supplements this core team with occasional on-site and off-shore consulting teams, based on the phasing of the programme work streams, to balance implementation cost with the need for high-quality resources targeted at high-demand periods.



Project Roles

Appian Team Profiles

Professional Services Role Experience and Responsibilities

Appian Technical Delivery Manager (TDM)

> Typically, a minimum of five years’ experience leading complex projects

> Works closely with the client project manager on strategic items and targeted activities in the project plan

> Drives the early stages of the project to determine the requirements and validate the solution’s overall technical design

> Responsible for methodology enforcement, best practices leadership, and ensuring lessons learned are employed across deployments

> Performs design reviews of implementations > Communicates regularly with client stakeholders to ensure the

engagement is meeting agreed-upon requirements and success criteria

> Manages Appian resources deployed to the project > Identifies and mitigates project risks > Recommends implementation and operational best practices

Appian Architect (AA) > Typically, a minimum of five years’ experience with Appian > Part of Appian’s Centre of Excellence team that provides technical

leadership and best practice > Senior solution architect for the implementation team > Highly experienced in complex enterprise implementations based on

the Appian software > Undertakes complex system integration configuration > Advises on complex installation requirements and provides hardware

and architecture design recommendations > Implements security-related configuration of the application

infrastructure > Leads design reviews and production-readiness reviews with the

team, to ensure the solution has been designed and configured for optimal performance in production

> Installs and configures the Appian software and configures integration with LDAP/SSO or other enterprise services

> Advises on and undertakes custom development if required

Appian Senior Consultant (SC) > Typically, a minimum of three years’ experience with Appian > Day-to-day technical lead on the project > Designs and implements the solution and process architecture > Handles complex process modelling > Designs and implements the system integration methodology and

components > Ensures process design best practice > Works with the project manager to develop test strategy and plan

Appian Consultant (C) > Typically, a minimum of one year’s experience with Appian or equivalent software suites

> Configures solution applications, process models, business rules, user interfaces, and management reports

> Executes unit testing and supports client system and user testing > Authors technical documentation if required



Customer Implementation Participant Profiles

Customer Role Responsibilities

Project/Programme Manager

> Accountable for overall delivery and guides the project team to achieve the customer’s business objectives

> Appian’s TDM interacts with this role, providing status updates, escalating key issues and risks, and discussing strategic items

Business Analysts/ Subject-Matter Experts (SMEs)/ User Representation

> Understands the business requirements and can represent business/ user stakeholders in functional workshops and discussions

> Heavily involved in organising and executing user acceptance testing (UAT) and user training and in supporting end-user rollout

System/Integration Test Team

> Manages and executes the system and integration testing phase > Creates testing scripts, methodology, and plan for functional, integration,

load, and performance testing

Internal Information Technology (IT) Team

> Responsible for hardware provisioning and management > Works with the Appian team to ensure installations are complete and

onboarded to an appropriate systems management structure > Advises on and/or manages change management activities within the

project and is responsible for the team’s adherence to configuration and release management policy

> Arranges independent security and penetration testing as required > Provides database management and administration (DBA) resources and

serves as point of contact for other related IT solutions and services including LDAP, SSO, other business systems, databases, and enterprise document and content management services

Steering Committee > Staffed with the programme/project manager, other key customer stakeholders, the Appian TDM, and Appian Account Executive

> Meets regularly to review project progress and discuss key risks, issues, and next steps

Appian Health Check

The Appian Health Check is a powerful way to gain a deeper understanding of your Appian platform, identify potential risks, and get the most out of the Appian software. Using data from the customer’s Appian environment, the Health Check applies the Appian Centre of Excellence's best practices to create a report covering the following four areas:

1) Infrastructure: The ability of underlying hardware and software to support the Appian platform features and usage (e.g., central processing unit [CPU], memory, storage).

2) Configuration: The architecture and settings used by the Appian software installation (e.g., Appian version, supporting hardware and software, custom authentication).

3) Design: The architecture and patterns used to build Appian application components (e.g., data model, security model, change management).

4) User Experience: The design and performance of the Appian interface (e.g., feature use, user responsiveness).

The Health Check is available to the entire Appian Forum community and is continuously updated with the latest best practices and guidance for new Appian software releases.



Customers may use this as often as desired, in any of their environments, to support all phases of the delivery life cycle. For example:

> In the development environment: The Appian Health Check identifies configuration and design problems early in the application delivery cycle, whilst issues are the easiest to fix.

> In the test environment: The Appian Health Check serves as a final check and eliminates risk before deploying a configured application to production.

> In the production environment: The Appian Health Check helps customers stay on top of platform performance and infrastructure capacity trends over time.

Appian Training Services

Training Delivery Options

Appian offers Appian Cloud customers and their users several options for training delivery as summarised in the figure below.

Learn Independently … (Online/Virtual Instruction)

Learn at Appian Academy … (Instructor-Led Public Classes)

Learn Where You Work (Instructor-Led Classes on Site)

Appian Virtual Academy online training offers flexible, self-paced instruction with the support of a personal course coach. Virtual education is accessible at any time, anywhere, and at each user’s speed—making learning convenient and cost effective.

Led by Appian certified instructors, “public” courses, through Appian Academy, are offered in a classroom setting, on a year-round, rotating basis, at Appian offices in Australia, the United Kingdom, and the United States. Public courses may be attended by multiple clients and partners.

For customers that prefer a personalised classroom experience, Appian-certified instructors can travel to the customer’s facilities. Appian has delivered on-site training to clients around the world.

Figure 6. Appian Offers a Variety of Training Delivery Options

Learning Paths

Our learning paths and associated courses are role based (administrator, analyst, designer, lead designer, and developer) as follows.

Appian Learning Paths

Name Details

ABOUT THE ADMINISTRATOR LEARNING PATH

Description of the Role: An Appian administrator is responsible for configuring and maintaining the Appian infrastructure by monitoring the system’s ongoing health and applying upgrades and hot fixes. The administrator should also create and adhere to backup procedures and maintain policies for disaster recovery and high availability.

Qualifications for the Role: Familiarity with networking and familiarity with web servers (Apache, IIS, etc.)

Courses: Appian Administrator 500, 501, and 502



Appian Learning Paths

Name Details

ABOUT THE ANALYST LEARNING PATH

Description of the Role: Analysts gather and assess the requirements of various groups and roles within their organisation. They communicate application requirements through the design of business workflow and user experience. Analysts define user roles and responsibilities in the context of records, reports, tasks, and news feeds. After completing training, they are encouraged to complete the Appian Analyst Credential Exam.

Qualifications for the Role: Familiarity with requirement gathering and methodologies, as well as an understanding of fundamental web-development concepts such as navigation and pages

Courses: Appian Essentials, Analyst 100, 101, and 111 (Designer Lite)

ABOUT THE DESIGNER LEARNING PATH

Description of the Role: Designers implement and configure application requirements by creating records, process models, business rules, forms, and news posts, as well as assigning security roles. They should deliver an intuitive, organised, and consumable end-user experience. Designers oversee deployment of the application in various environments. After completing training, they are encouraged to gain project experience and then complete the Appian Designer Credential Exam.

Qualifications for the Role: Familiarity with the concepts of business process management (BPM) and Business Process Model and Notation (BPMN) diagramming; understanding of development concepts such as variables, functions, and data types; and prior development/design experience

Courses: Appian Designer 200, 201, and 202 or Appian Designer Bootcamp

ABOUT THE LEAD DESIGNER LEARNING PATH

Nature of the Role: In addition to implementing a functional application, lead designers should be able to manage the overall quality of a solution under varying requirements and scope. They should have an advanced understanding of data, process, and interface design techniques that will help optimise a solution for user experience, performance, and scalability. After completing training, they are encouraged to gain project management experience and then complete the Appian Lead Designer Credential Exam. Topics such as advanced data design, advanced application design, interface management, and application delivery will give lead designers a more holistic perspective of application components and teach them how to make effective design decisions.

Qualifications for the Role: Project experience as an Appian designer (including best practices), database experience, and preferably Appian Designer credentialed

Courses: Appian Lead Designer 300 and Designer 301

ABOUT THE DEVELOPER LEARNING PATH

Nature of the Role: A developer takes designer-level knowledge to the next level by building custom plugins. Developers will learn how to build and deploy functions, Smart Services, servlets, custom data types (CDTs), and service-backed records as Java modules. Developers are able to extend the out-of-the-box functionality to meet their employers’ custom needs.

Qualifications for the Role: Understanding of Appian Designer-level functionality and a strong background in programming languages, specifically Java

Courses: Appian Developer 400, 401, and 402



Appian Essentials Course Description

Appian Essentials

Description: This a free introductory video to the Administrator learning path available on Virtual Academy. Participants familiarise themselves with the Appian platform—gaining an understanding of the benefits of using Appian, getting to know the terms and components of a basic application, and being able to choose the best user experience for users. Participants will take a look at the different interfaces used to design, maintain, and engage with an Appian application. They will also review the interfaces Appian offers for the different types of roles in an organisation, including end users, designers, and administrators.

Topics: Introduction to Appian, user experience, “Quick Apps (Applications),” application builder, process modeller, interface designer, and administration console

Prerequisites: None

Next Steps: Next steps vary depending on the individual’s relevant learning path

Recommended Attendees: Business analysts, project managers, designers, lead designers, developers, administrators, and anyone else who will take part in the Appian development cycle

Learning Path Course Descriptions

Courses for Appian Administrators

Appian Administrator 500 – Learning Path Introduction

Description: This a free introductory video to the Administrator learning path available on Virtual Academy.

Prerequisites: Appian Essentials

Next Steps: Appian Administrator 501

Recommended Attendees: Administrators for cloud and on-premises environments, front-end administrators, and production support administrators

Appian Administrator 501 – Web Administration

Description: Participants learn how to administer Appian settings from the front end and set up site-wide configurations, configure regionalised settings, manage groups and security, manage Appian’s document settings, and monitor live process instances. Also, if the user will be administering a cloud instance, he/she will learn about cloud-specific procedures that can be used to set up the customer environment.

Topics Covered: Managing settings in the administration console, managing the system’s authentication, configuring settings in the system tab, understanding resources available for cloud environments, administering groups, setting security, administering documents, and administering process instances

Prerequisites: Appian Essentials and Appian Administrator 500

Next Steps: Appian Administrator 502

Recommended Attendees: Administrators for cloud and on-premises environments, front-end administrators, and production support administrators



Appian Administrator 502 – Server Configurations

Course Type: Online through Appian Virtual Academy

Description: Participants learn to install, configure, and administer an Appian platform solution. This course covers pre-installation; post-installation configuration; and various operational, maintenance, and troubleshooting tasks. Attendees also learn to maintain content, users, groups, documents, and processes.

Topics Covered: Appian software overview, high-level architecture, Appian installation, installation requirements, installation and configuration steps, starting and stopping Appian, hot fixes, Appian as a Windows service, post-installation configurations, configuring cleanup scripts, optional configurations, plugins, administration console, authentication, updates, checkpointing, backups and restoration, distributed environments, web servers, high availability (HA) and disaster recovery, common architecture for production systems, logs, monitoring, health checks, sizing scripts, groups, documents, process administration and monitoring, and internationalisation

Prerequisites: Appian Essentials, Appian Administrator 500, and Appian Administrator 501

Next Steps: Not applicable (N/A)

Recommended Attendees: Administrators for on-premises installs and production support administrators

Courses for Appian Analysts

Appian Analyst 100 – Learning Path Introduction

Description: This a free introductory video to the Analyst learning path available on Virtual Academy.


Next Steps: Appian Analyst 101

Recommended Attendees: Business analysts and project managers

Appian Analyst 101 – Project Management

Description: Participants learn how to choose, plan, and deliver a successful application; understand the basics of an agile project and how to manage the project end to end; and understand the different areas on which to focus when planning a new application, including roles, data, and process flows.

Topics Covered: Choosing the first application, team makeup, introduction to agile, gathering requirements, end of sprint demonstration, testing, training users, and choosing the next project

Prerequisites: Appian Essentials, Appian Analyst 100, and Appian Analyst 101

Next Steps: Appian Analyst 111

Recommended Attendees: Business analysts and project managers

Appian Analyst 111 – Designer Lite

Description: Participants create a simple application using the Appian designer interface. Participants design an application that creates objects in all 5 tabs of Appian. Students will create the core objects to build an application that adds and updates information in a relational database.

Topics Covered: Appian’s user community (Forum); application planning; creating an application; designing a Quick App; users and groups; rules and constants; creating records; creating interfaces for tasks, records, and reports; creating reports; designing process models; using gateways; configuring user inputs tasks; leveraging news smart services; creating a site; reading and writing data to and from a relational database; and exporting and importing applications

Prerequisites: Appian Essentials, Appian Analyst 100, and Appian Analyst 101

Next Steps: Appian Analyst credential

Recommended Attendees: Technical business analysts and production support teams (who want more information about how to design an application)



Courses for Appian Designers

Appian Designer 200 – Learning Path Introduction

Description: This a free introductory video to the Designer learning path available on Virtual Academy.

Topics: Participants review the end-user interface, review how to plan and design for the components of the end-user interface; review the designer interface; and review the process modeller and application, interface, data type, and record type

Prerequisites: Appian Essentials and Appian Designer 200

Next Steps: Appian Designer 201

Recommended Attendees: Technical business process management (BPM) designers and developers (functional programmers familiar with database design/data structure)

Appian Designer 201 – Fundamentals

Description: Participants are prepared to build applications using Appian. They create fully functioning applications, as well as all associated design objects and learn Appian best practices. Participants also discover how to write data to the database and retrieve it.

Topics: Introduction to Appian; Appian’s user community (Forum); application planning; creating an application; designing a “Quick App”; setting security; creating and managing users and groups; creating rules and constants; using Appian functions; implementing entity- and process-backed records; creating interfaces for tasks, records, and reports; creating reports; designing process models; using gateways; configuring user input tasks; using start forms; exceptions, escalations, and deadlines; configuring sub-processes; using “Quick Tasks”; leveraging news smart services; adding application actions; creating a site; describing application usability best practices for desktop and mobile devices; creating and using custom data types (CDTs) and data stores; reading and writing data to/from a relational database; uploading and downloading documents to and from document management; and exporting and importing applications

Prerequisites: Appian Essentials, Appian Designer 200, and Appian Designer 201

Next Steps: Appian Designer 202

Recommended Attendees: Technical BPM designers and developers (functional programmers familiar with database design/data structure)

Appian Designer 202 – Expressions

Description: Participants explore how key Appian SAIL (Self-Assembling Interface Layer) functions manipulate data and learn how to incorporate these functions into expressions to build advanced interfaces. Participants also learn to enhance the user experience by including dynamic functionality and how to debug and troubleshoot expressions and interfaces during development.

Topics: Using informational functions, conversion functions, array functions, date and time functions, setting functions, scripting functions, and looping functions; using debug expressions; best practices for expressions; introduction to SAIL expressions; using evaluation functions and local variables within a SAIL expression; using type constructors and dictionaries; using partial evaluation functions; creating dynamic links, dynamic editable and paging grids, and custom pickers for selecting values within an interface

Prerequisites: Appian Essentials, Appian Designer 200, and Appian Designer 201

Next Steps: Appian Designer credential and Appian Lead Designer learning path

Recommended Attendees: Technical business process management (BPM) designers and developers (functional programmers familiar with database design/data structure)



Appian Designer 211 – Bootcamp

Description: Participants learn Appian concepts in a comprehensive, fast-paced, extended-hour environment geared to train a technical designer. Participants build fully functioning apps with the class and independently. Participants present a final project and have an opportunity to complete the Appian Designer Credential Exam. Graduates of this course will be qualified through the Analyst and Designer levels. Bootcamp curriculum combines Designer 201 and Designer 202 courses and project work.

Topics: Introduction to Appian; Appian’s user community (Forum); application planning; creating an application; designing a “Quick App”; setting security; creating and managing users and groups; creating rules and constants; using Appian functions; implementing entity- and process-backed records; creating interfaces for tasks, records, and reports; creating reports; building and testing advanced expressions using SAIL functions; designing process models; using gateways; configuring user input tasks; using start forms; exceptions, escalations, and deadlines; configuring sub-processes; using “Quick Tasks”; leveraging news smart services; adding application actions; creating a site; describing application usability best practices for desktop and mobile devices; creating and using CDTs and data stores; reading and writing data to and from a relational database; uploading and downloading documents to and from document management; and exporting and importing applications


Next Steps: Appian Designer credential and Appian Lead Designer learning path

Recommended Attendees: Technical BPM designers and developers (functional programmers familiar with database design/data structure)

Courses for Appian Lead Designers

Appian Lead Designer 300 – Learning Path Introduction

Description: This a free introductory video to the Lead Designer learning path available on Virtual Academy.

Prerequisites: Appian Essentials and Appian Designer learning path (Courses 200, 201, and 202)

Next Steps: Appian Lead Designer 301

Recommended Attendees: Technical BPM developers and project leads

Appian Lead Designer 301 – Advanced Design

Description: Participants gain an advanced understanding of application development needed to create efficient, scalable solutions. They learn the theory behind data, process, and user experience best practices. They also create and monitor metrics and testing requirements to ensure success throughout an application’s life cycle.

Topics:

> Advanced data design (mapping to existing tables and views using JPA [Java Persistence API] annotation, defining table relationships between multiple CDTs using JPA annotation, learning data-locking strategies, discussing best practices for CDT change management, troubleshooting database performance, designing data and queries to optimise performance, and discussing best practices for views and stored procedures),

> Advanced application design (designing scalable processes to optimise performance and minimise memory usage, learning troubleshooting techniques for process performance, learning when to use chaining and looping versus MNI and sub-processes versus process-to-process messaging, understanding data caps, and designing for process maintainability),

> Interface management (troubleshooting interface performance, designing interfaces for performance, creating and implement reusable interfaces, and securing data displayed on interfaces),

> User experience (learning best practices for effectively integrating the five tabs of the user interface, designing effective and meaningful news posts, creating custom task reports that improve user efficiency,



designing meaningful records and reports that are effective and easy to use, and designing actions for usability), and

> Application delivery (learning best practices for object development and application assembly and deployment; understanding impacts of exporting and importing each type of design object; exploring testing best practices; discussing application change management; interpreting Appian health-check results; effective techniques and patterns for database, process, interface, and news feed design; and discussion on anti-patterns and pitfalls)

Prerequisites: Appian Essentials, Appian Designer learning path (Courses 200, 201, and 202), and Appian Lead Designer 300

Next Steps: Appian Lead Designer credential

Recommended Attendees: Technical BPM developers and project leads

Courses for Appian Developers

Appian Developer 400 – Learning Path Introduction

Description: This a free introductory video to the Developer learning path available on Virtual Academy.

Prerequisites: Appian Essentials and Appian Designer learning path (Courses 200, 201, and 202)

Next Steps: Appian Developer 401

Recommended Attendees: Experienced Java developers, architects, and lead designers

Appian Developer 401 – Integrations

Description: Participants use various out-of-the-box functions and smart services to create service-backed records and consume web services using both WSDLs (Web Service Definition Languages) and RESTful (Representational State Transfer) APIs (Application Programming Interfaces). They also learn how to expose Appian data to other systems, as well as integrate with JMS (Java Message Service) and e-mail to start new processes and update active ones.

Topics: HTTP (HyperText Transfer Protocol) methods and status codes, XML (Extensible Markup Language) and JSON (JavaScript Object Notation), SOAP (Simple Object Access Protocol) and REST, authentication, integration smart services, integration functions, Appian as a service, JMS messaging, e-mail, and service-backed records

Prerequisites: Appian Essentials, Appian Designer learning path (Courses 200, 201, and 202), and Appian Developer 400

Next Steps: Appian Developer 402


Appian Developer 402 – Plugin Mechanics

Description: Participants gain the knowledge to design, create, and maintain a plugin to extend the capabilities of the Appian platform. They will understand the components of a plugin and learn how to build each type of plugin using Java, as well as deploy plugins to their Appian environment to customise their installation.

Prerequisites: Appian Essentials, Appian Designer learning path (courses 200, 201, and 202), Appian Developer 400, and Appian Developer 401

Next Steps: N/A




Appian Credentials

The Appian credentials programme allows individuals to demonstrate the knowledge and skills required to perform key Appian roles according to Appian best practices.

Our credentials confirm mastery of the Appian Analyst, Designer, and Lead Designer learning paths. Credentials are sequential, meaning that an individual must pass the Analyst credential before attempting the Designer credential and must pass the Designer credential before attempting the Lead Designer credential. Higher-level exams contain questions from preceding tests.

> Analyst Credential – A multiple-choice exam evaluates an individual's knowledge of Appian user interfaces, as well as his/her ability to plan an application according to Appian best practices.

> Designer Credential – A multiple-choice exam evaluates an individual's knowledge of Appian design concepts, as well as his/her ability to build an application according to Appian best practices.

> Lead Designer Credential – A two-part exam consists of a multiple-choice exam and a practical skills evaluation. The Lead Designer credential evaluates a designer’s ability to create advanced applications while considering scale, performance, and user experience.

Additional information about Appian credentials is available on our corporate web site via the Credentials FAQ. (Frequently Asked Questions) page.

https://community.appian.com/training/credentials/credentials-faq/p/analyst-credential

https://community.appian.com/training/credentials/credentials-faq/p/designer-credential

https://community.appian.com/training/credentials/credentials-faq/p/lead-designer-credential

https://community.appian.com/training/credentials/credentials-faq/



4. Exhibits

Exhibit A – Appian Cloud Industry and Security Certifications

Appian Cloud has a comprehensive security and compliance programme that meets multiple industry standards as detailed below. Appian undergoes frequent third-party audits to validate that controls are operating effectively to protect customer data.

SERVICE ORGANISATION CONTROLS (SOC) 2 TYPE II REPORT

SOC 2 reports are intended to meet the needs of a broad range of users who need to understand internal control at a service organisation, as it relates to applicable Trust Services Principles and Criteria including security, availability, processing integrity, confidentiality, and privacy trust principles.

A Type II reports on the fairness of presentation of management’s description of a service organisation’s system and the suitability of the design and operating effectiveness of controls over a period of time (rather than a single point in time).

The SOC 2 Type II report provides a detailed review, by an independent audit firm, of Appian Cloud’s security, availability, and confidentiality controls.

SOC 3 REPORT

Appian Cloud’s SOC 3 report is publicly available and provides a summary of the contents of the Appian Cloud SOC 2 report. The SOC 3 provides assurance about Appian Cloud’s security, availability, and confidentiality controls, in alignment with the American Institute of Certified Public Accountants’ (AICPA’s) Trust Services Principles. This includes an external auditor opinion on the effectiveness of the operation of Appian’s controls.

PAYMENT CARD INDUSTRY DATA SECURITY STANDARD (PCI DSS)

The Payment Card Industry (PCI) Security Standards Council offers standards to enhance payment card data security. The PCI Data Security Standard (DSS) provides a framework for developing a robust payment card data security process, including prevention, detection, and the appropriate handling of security incidents. Customers can leverage Appian Cloud’s PCI DSS certification, to reduce their own PCI compliance complexity, after agreeing to the Appian Cloud PCI DSS terms.

Appian Cloud has been assessed by an external independent auditor and is compliant with the PCI DSS.

HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA)

The United States Health Insurance Portability and Accountability Act of 1996 (HIPAA) regulates the security and privacy of Protected Health Information (PHI).

Appian Cloud is compliant with HIPAA security requirements. With HIPAA compliance, customers can securely process and store PHI in Appian Cloud after executing a Business Associate Agreement.

http://www.appian.com/assets/Appian-SOC-3-Report-2016.pdf




FEDERAL RISK AND AUTHORISATION MANAGEMENT PROGRAMME (FEDRAMP)

FedRAMP is a United States Federal Government-wide programme that provides a standardised approach to security assessment, authorisation, and continuous monitoring for cloud products and services.

Being FedRAMP compliant means a cloud system has an established and highly secure environment that has withstood comprehensive audit review before federal agencies have been authorised to engage the system.

Appian Cloud is FedRAMP compliant and has received an Agency Authorisation to Operate (ATO) at the Moderate level.

By achieving FedRAMP compliance, Appian Cloud has been deemed a viable solution to provide significant time and cost savings, improved security risk management, and enhanced programme transparency for mission-critical federal operations. This authorisation can be reused by other federal agencies, to save both time and staff over working with non-FedRAMP-compliant systems.

To access the Appian Cloud FedRAMP compliant package, please visit: https://www.fedramp.gov/marketplace/compliant-systems/.

DEFENSE INFORMATION SECURITY AGENCY (DISA) LEVEL 2

FedRAMP+ is the United States Department of Defense’s (DoD) adaptation of the FedRAMP process, where the DoD independently approves cloud-based systems for use by its component agencies.

Appian Cloud currently has a DoD Provisional Authorisation (PA) rated at Level 2 Impact Level. Additional information on DoD Cloud Security Impact Levels can be found by visiting the DoD Cloud Security portal.

DoD customers can leverage Appian Cloud’s PA when assessing and authorising their systems to operate on the Appian Cloud.

FEDERAL INFORMATION SECURITY MANAGEMENT ACT (FISMA)

FISMA, enacted in 2002 and amended in 2014, provides a comprehensive framework for ensuring the effectiveness of information security controls for United States Federal Government information technology (IT) systems.

Together, the Office of Management and Budget (OMB), Department of Homeland Security (DHS), and National Institute of Standards and Technology (NIST) have established a programme to set FISMA standards and oversee FISMA compliance.

Appian Cloud has a security framework, with a robust security control structure in place, that enables federal organisations to achieve needed ATOs.

https://www.fedramp.gov/marketplace/compliant-systems/

http://iase.disa.mil/cloud_security/Pages/index.aspx




VALIDATION AND GOOD PRACTICE STANDARDS (GxP)

Pharmaceutical and life sciences companies are required by law to meet GxP when building systems that touch or implicate predicate records. These include records and processes associated with clinical trials, laboratory work, quality assurance, regulatory information management, manufacturing, and electronic health records.

Appian has undergone an independent assessment performed by life science industry experts to evaluate Appian Cloud’s controls and their alignment to GxP computer system validation requirements and standards.

Customers can leverage this independent assessment report to supplement and support their GxP compliance and diligence efforts.

FOOD AND DRUG ADMINISTRATION (FDA) 21 CFR (CODE OF FEDERAL REGULATIONS) PART 11

The FDA introduced 21 CFR Part 11 as a requirement for commercial life science companies that maintain FDA-required records and signatures in electronic format to meet specific standards and comply with good clinical, laboratory, and manufacturing practices.

The primary goals of this regulation are to ensure data integrity; that system changes made are documented, reasoned, and non-repudiated; that computer systems used are trustworthy; and that applications are validated regarding their intended use.

Appian Cloud supports the necessary capabilities and technology to allow customers to build applications that are compliant with 21 CFR Part 11.

SECTION 508 OF THE REHABILITATION ACT VOLUNTARY PRODUCT ACCESSIBILITY TEMPLATE (VPAT)

The Rehabilitation Act of 1973, Section 508, requires that federal agencies’ electronic and information technology be accessible to people with disabilities. The VPAT is a tool used to document a product’s conformance with the accessibility standards under Section 508 of the Rehabilitation Act.

Appian has completed a VPAT, and the Appian product is Section 508 compliant.

SOC 1/ISAE (INTERNATIONAL STANDARD ON ASSURANCE ENGAGEMENTS) 3402 REPORTS

SOC reports (formerly Statement on Auditing Standards No. 70, Service Organisations, [SAS 70] reports) are designed to help information systems operators and providers build trust and confidence in their service processes and controls.

Appian publishes a SOC 1 Type II report and an ISAE 3402 report. Performed by an independent Certified Public Accountant (CPA), this audit engagement examines, over a period of time, a service organisation’s internal controls that could impact the financial reporting of a customer that uses the services under

http://www.aicpa.org/InterestAreas/FRC/AssuranceAdvisoryServices/Pages/ServiceOrganization%27sManagement.aspx

http://www.aicpa.org/InterestAreas/FRC/AssuranceAdvisoryServices/Pages/AICPASOC1Report.aspx




audit. These reports are often important components of customer evaluations of their internal controls over financial reporting for purposes of supporting customers’ financial statement audit and compliance needs.

A Type II engagement provides an opinion on the fairness of the presentation of management’s description of the service organisation’s system and the suitability of the design and operating effectiveness of the controls to achieve the related control objectives included in the description throughout a specified period, rather than for a single point in time.

CLOUD SECURITY ALLIANCE (CSA) SECURITY, TRUST, AND ASSURANCE REGISTRY (STAR) PROGRAMME

The CSA’s STAR programme provides a comprehensive framework for cloud provider trust and assurance. The CSA STAR programme is a publicly accessible registry designed to recognise the varying assurance requirements and maturity levels of providers and consumers and is used by customers, providers, industries, and governments around the world. The STAR programme allows cloud providers to assess their controls against the CSA Cloud Controls Matrix.

Appian Cloud is registered in the CSA STAR, having completed the Consensus Assessments Initiative Questionnaire (CAIQ) that covers 133 controls across 16 domains.

More information and access to Appian Cloud’s STAR submission can be found by visiting the CSA web site at https://cloudsecurityalliance.org/.

https://cloudsecurityalliance.org/

Documents

Crown Commercial Service United Kingdom Government...continuously improve those processes over time; > Deliver a unified, predictably efficient customer experience; and > Reap significant