Service Component - Communications

Document ID: SW-SAAS-COMP-001
Parent Service Description: SW-SAAS-SVC-001
Date: 2025-01-15
Version: 1.0
Classification: Confidential

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1. Component Overview

1.1. Purpose

This Service Component document provides detailed specifications for the Swedwise Communications component of the Swedwise SaaS Platform. Communications enables high-volume, personalized document generation powered by OpenText Communications (Exstream).

1.2. Document Hierarchy

SW-SAAS-SVC-001 (Platform Service Description)
    └── Service Components
         ├── SW-SAAS-COMP-001 (This Document - Communications)
         ├── SW-SAAS-COMP-002 (Notifications)
         └── [Future Components]

SW-SAAS-ARCH-001 (Platform Architecture)
    └── Architecture Addendums
         ├── SW-SAAS-ARCH-COMP-001 (Communications Architecture)
         └── SW-SAAS-ARCH-COMP-002 (Notifications Architecture)

1.3. Component Summary

Attribute	Value
Component Name	Swedwise Communications
Technology	OpenText Communications (Exstream) v24.x
Category	Customer Communications Management (CCM)
Purpose	High-volume document generation and personalization
Related Architecture	SW-SAAS-ARCH-COMP-001

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2. Component Description

2.1. What is Swedwise Communications?

Swedwise Communications is an enterprise-grade document generation service that enables organizations to create, manage, and deliver personalized, data-driven documents at scale. Built on OpenText Communications (Exstream), it provides:

• High-Volume Processing: Generate thousands of documents per hour
• Template-Based Design: Visual designer for business users
• Data-Driven Personalization: Dynamic content based on customer data
• Multi-Format Output: PDF, HTML, print formats, and more

2.2. Core Capabilities

Capability	Description
Document Generation	High-volume, batch and real-time document creation
Template Designer	Web-based visual template design tool
Data Integration	Connect to customer data sources via API
Business Rules	Conditional content based on data values
Multi-Format Output	PDF, PDF/A, HTML, RTF, PostScript, PCL, AFP
Version Control	Template versioning and rollback
Brand Management	Centralized brand assets and styles

2.3. Target Use Cases

Transactional Documents:

• Invoices and billing statements
• Account statements
• Payment confirmations
• Policy documents
• Contracts and agreements

Regulatory Communications:

• Compliance notices
• Disclosure documents
• Annual reports
• Legal correspondence

Customer Service:

• Welcome letters
• Confirmation letters
• Acknowledgments
• Status updates

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3. Service Features

3.1. Document Generation

Real-Time Generation (API)

• Generate documents on-demand via REST API
• Response times: < 5 seconds (p95)
• Synchronous response with document URL
• Suitable for: transactional, on-demand documents

Batch Generation

• Process large volumes efficiently
• Asynchronous processing with status callbacks
• Throughput: 500+ documents/hour
• Suitable for: statements, bulk mailings, periodic reports

3.2. Template Designer

OpenText Designer is a professional template design tool:

Feature	Description
Visual Editor	Drag-and-drop interface
Data Mapping	Connect template fields to data sources
Preview	Real-time preview with sample data
Testing	Test generation before deployment
Publishing	Deploy to production with version control

System Requirements:

• Windows 10/11 or Windows Server 2016+
• 8 GB RAM (16 GB recommended)
• 10 GB free disk space
• .NET Framework 4.8+

3.3. Output Formats

Format	Extension	Use Case
PDF	.pdf	Digital delivery, email attachment
PDF/A	.pdf	Long-term archival, compliance
HTML	.html	Web display, email body
RTF	.rtf	Editable documents
PostScript	.ps	Professional printing
PCL	.pcl	Office printing
AFP	.afp	High-volume production printing

3.4. Data Integration

Supported Data Formats:

• JSON (recommended)
• XML
• CSV (batch processing)
• Database queries (via Integration Broker)

Data Source Integration:

• REST API data submission
• SFTP file upload
• Scheduled data pulls (Enterprise tier)

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4. Service Levels

4.1. Availability

Metric	Target
Service Availability	99.9% (excludes planned maintenance)
Planned Maintenance	Weekly window: Wed 22:00-02:00 CET

4.2. Performance

Metric	Target
API Response Time (Single Doc)	< 5 seconds (p95)
Batch Throughput	>= 500 documents/hour
Template Load Time	< 2 seconds
Job Queue Wait Time	< 60 seconds

4.3. Success Rates

Metric	Target
Document Generation Success	>= 99.9%
Template Deployment Success	>= 99.5%

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5. Quotas and Limits

5.1. Document Limits

Limit	Standard	Enterprise
Documents per Month	100,000	1,000,000+
Max Document Size	50 MB	100 MB
Max Pages per Document	500	1,000
Max Batch Size	1,000	5,000

5.2. Template Limits

Limit	Standard	Enterprise
Active Templates	50	500
Template Storage	5 GB	50 GB
Template Versions	10 per template	50 per template

5.3. API Limits

Limit	Standard	Enterprise
API Rate Limit	100 req/min	1,000 req/min
Concurrent Batch Jobs	5	20

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6. Pricing

6.1. Pricing Model

Communications is priced based on:

1. Base Subscription: Monthly platform fee
2. Document Volume: Per-document charges for generation
3. Storage: Template and output storage

6.2. Pricing Tiers

Tier	Monthly Fee	Included Documents	Additional Docs
Starter	15,000 SEK	10,000	1.00 SEK/doc
Standard	35,000 SEK	50,000	0.50 SEK/doc
Enterprise	Custom	Custom	Custom

6.3. Add-On Services

Service	Price
Designer License	5,000 SEK/user/month
Additional Storage (10 GB)	500 SEK/month
Premium Support	+25% of base

For detailed pricing, see SW-SAAS-PRC-001 and SW-SAAS-PRC-COMP-001.

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7. Onboarding

7.1. Onboarding Steps

1. Tenant Setup (Week 1)

   • Production and development tenants created
   • Access credentials provisioned
   • Initial configuration completed

2. Designer Setup (Week 1-2)

   • Designer software installed
   • Connection to tenant configured
   • Sample templates provided

3. Template Development (Week 2-8)

   • Templates designed and developed
   • Testing with sample data
   • Review and approval

4. Integration (Week 4-8)

   • API integration developed
   • Batch processing configured
   • End-to-end testing

5. Go-Live (Week 8-10)

   • Production deployment
   • Hypercare monitoring
   • Handover to BAU support

For detailed onboarding, see SW-SAAS-ONB-001 and SW-SAAS-ONB-COMP-001.

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8. Support

8.1. Support Scope

Included in Support:

• Document generation issues
• API connectivity and errors
• Template deployment issues
• Performance troubleshooting
• Configuration assistance

Not Included:

• Template design and development (Professional Services)
• Custom integration development (Professional Services)
• Training beyond standard courses (Training Services)

8.2. Response Times

Severity	Initial Response	Target Resolution
Critical	15 minutes	4 hours
High	1 hour	8 hours
Medium	4 hours	24 hours
Low	8 hours	5 business days

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9. Security

9.1. Data Security

• Encryption at Rest: AES-256
• Encryption in Transit: TLS 1.3
• Data Residency: Sweden
• Tenant Isolation: Logical separation with encryption keys per tenant

9.2. Access Control

• Authentication: SSO/SAML 2.0, MFA supported
• Authorization: Role-based access control (RBAC)
• API Security: API keys, OAuth 2.0

9.3. Compliance

• ISO 27001 certified infrastructure
• GDPR compliant
• Audit logging for all operations

For detailed security, see SW-SAAS-SVC-001 Section 9.

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10. Related Documents

Document ID	Title
SW-SAAS-SVC-001	Platform Service Description
SW-SAAS-ARCH-001	Platform Technical Architecture
SW-SAAS-ARCH-COMP-001	Communications Technical Architecture
SW-SAAS-ONB-001	Platform Onboarding Guide
SW-SAAS-ONB-COMP-001	Communications Onboarding Addendum
SW-SAAS-PRC-001	Platform Pricing Framework
SW-SAAS-PRC-COMP-001	Communications Pricing Addendum
SW-SAAS-OPS-001	Platform Operations Guide
SW-SAAS-OPS-COMP-001	Communications Operations Addendum

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Document Control

Version	Date	Author	Changes
1.0	2025-01-15	SaaS Service Manager	Initial Communications component document

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Classification: Confidential
Distribution: Customers under NDA
Review Date: 2026-01-15

This document is confidential and intended for Swedwise AB customers. Unauthorized distribution is prohibited.