(Last Updated January 01, 2019)

1 General

1.1 What is SoftAView SaaS?

1.2 What does SoftAView manage on my behalf with my SaaS subscription?

1.3 How do I access my SoftAView SaaS service?

1.4 What technology is my database stored in?

1.5 Is there a database schema I can use?

1.6 What is a maintenance window?

1.7 Will my SoftAView SaaS be available during software maintenance?

2 Billing

2.1 How will I be charged and billed for my use of SoftAView SaaS?

2.2 When does billing of my SoftAView SaaS begin and end?

2.3 Can I upgrade or downgrade service pack level?

2.4 Can I cancel my cloud service?

3 Performance

3.1 Can I expect consistent performance from SoftAView SaaS throughout all times of day?

3.2 What should I do if my SoftAView system seems to be running slow?

4 Automated Backups and Database Snapshots

4.1 What is the difference between automated backups and database snapshots?

4.2 In the event of a disaster, should my system go down, what is the recovery process?

4.3 Do I need to enable backups for my instance or is it done automatically?

4.4 What is a backup built-in function and why do I need it?

4.5 How long are database backup files retained?

4.6 What happens to the data after SaaS the subscription expires?

4.7 How do I restore a database snapshot?

4.8 Can SoftAView help me restore my system to an earlier point in time?

5 Security

5.1 Will SoftAView provide me with an SSL certificate or can I use my own?

5.2 How does SoftAView protect my data from unauthorized access?

5.3 How does SoftAView monitor the environment and ensure protection against viruses?

5.4 Can I control the level of access my users have to SoftAView?

5.5 How do I know my data is protected against physical and environmental threats?

5.6 What should I do in case any security violation/incident occurs?

1 General

1.1 What is SoftAView SaaS?

For many small and midsize businesses, deploying Software as a Service (SaaS) provides the benefits of an enterprise-class solution without the enterprise IT budget. When SoftAView is deployed via SaaS, your SoftAView system is hosted on Google Cloud Platform (GCP) and can be accessed from any web browser on any Internet-connected device. You can pay as you go. Free yourself from the complexities and costs of managing hardware and maintaining software. Additionally, a SaaS deployment enables SoftAView to ensure the highest levels of security, availability, and performance.

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1.2 What does SoftAView manage on my behalf with my SaaS subscription?

SoftAView manages the work involved in setting up and provisioning the application, as well as configuring the initial environment for you to access your SoftAView SaaS instance. Once your SoftAView environment is accessible, SoftAView automates common administrative tasks, such as performing backups, software updates, and continuous monitoring and tuning.

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1.3 How do I access my SoftAView SaaS service?

We will provide you with a URL to your SoftAView SaaS service(s) registered, accessible from any web browser on computer with an Internet connection. This URL uses the format www.keeview.com/xxx, but we can also help you create a custom domain URL (xxx.yourdomain.com) if you provide us with your SSL certificate.

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1.4 What technology is my database stored in?

SoftAView SaaS currently uses MySQL Server.

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1.5 Is there a database schema I can use?

SoftAView provides a full set of documentation of its development platform APIs. This allows you to build complex customizations using data access layer objects, eliminating the need for the database schema.

This has an added benefit of ensuring customizations remain functional despite database changes, and reduces the cost of maintaining customizations during upgrades, among other benefits.

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1.6 What is a maintenance window?

SoftAView may carry out scheduled maintenance, or in rare circumstances, unscheduled maintenance. Scheduled maintenance is usually communicated with at least a week’s advance notice. The scheduled maintenance window averages less than 30 minutes each week, and typically occurs during non-peak hours or weekends. Scheduled maintenance does not count against the uptime guarantee.

From time to time, unscheduled maintenance may be required. SoftAView will attempt to notify you in advance of any unscheduled maintenance event. Unscheduled maintenance counts against the uptime guarantee.

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1.7 Will my SoftAView SaaS be available during software maintenance?

In most situations, maintenance will require us to disable access temporarily while we perform maintenance activities. SoftAView makes every effort to minimize downtime during such events.

2 Billing

2.1 How will I be charged and billed for my use of SoftAView SaaS?

Subscription fee – SoftAView charges an annual subscription fee based on the service pack level selected. This fee also includes updates and upgrades, hosting costs and additional SaaS benefits such as built-in automated disaster recovery backup with a seven-day retention period.

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2.2 When does billing of my SoftAView SaaS begin and end?

We usually provision new service instances within 1 business day from the date of your purchase agreement/invoice with your partner. Each subscription has an expiration date you agree on with your partner. You are strongly encouraged to renew your subscription at least 30 days prior to your expiration date to avoid any disruption of service that may occur.

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2.3 Can I upgrade or downgrade service pack level?

You can upgrade service pack level at any time. Should your business needs change, you can also downgrade your service pack level at any time. The additional fee will be calculated as pro rata basis.

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2.4 Can I cancel my cloud service?

Yes. After your first year, you can cancel your SoftAView SaaS service at the time of your SaaS renewal. We require a minimum of 30 days written notice prior to termination or change in any aspect of your SoftAView SaaS license.

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3 Performance

3.1 Can I expect consistent performance from SoftAView SaaS throughout all times of day?

Yes. The performance is consistent as long as you have good internet connection quality.

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3.2 What should I do if my SoftAView system seems to be running slow?

If you are facing urgent connectivity issues (unable to connect or login to the system), please report it as soon as possible via our online Contact Us form, via our phone lines and live chat. For other issues with speed or connectivity, please contact your SoftAView and we will work with them to investigate and resolve your issue.

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4 Automated Backups and Database Snapshots

4.1 What is the difference between automated backups and database snapshots?

SoftAView SaaS provides two different methods for backing up and restoring your instance: automated backups and database snapshots.

SoftAView performs continuous automated backups of your data.

SoftAView also comes with a database snapshot feature, which allows you to take snapshots of your company and restore them at a later time.

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4.2 In the event of a disaster, should my system go down, what is the recovery process?

SoftAView backs up all transactional data to an additional geographic zone for an additional layer of protection and disaster recovery. In the event of a disaster where a datacenter hosting your service is completely shut down, SoftAView will quickly go through a fail-over recovery procedure and your service will resume from an alternate datacenter. SoftAView’s SLA uptime guarantee will continue to provide you protection during this duration.

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4.3 Do I need to enable backups for my instance or is it done automatically?

Backups are performed automatically at no extra charge. All transactional data is backed up daily on a rolling backup schedule. Additionally, incremental backups of transaction logs are performed frequently throughout the current day.

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4.4 What is a backup built-in function and why do I need it?

There is a built-in function that you can backup a snap shot of database by yourself. The backup time may vary from 20 minutes to 120 minutes depending size of database and internet connection speed. During the backup progress, the system may experience slower response times.

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4.5 How long are database backup files retained?

Several concurrent retention schedules have been implemented:

  1. Daily backups are retained for 30 days.
  2. The backup taken on the last day of the month is retained for 4 months.

4.6 What happens to the data after SaaS the subscription expires?

Upon expiration, the account becomes disabled but we retain the data for up to 30 days before we permanently remove it from all our systems. You can request a copy of the full database for your safekeeping so long as the request comes in within 10 days past the subscription expiration.

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4.7 How do I restore a database snapshot?

You can restore any prior snapshots by using the restore feature within SoftAView. However, do take extra precautions when restoring snapshots because they override your current production environment. We encourage you to restore snapshots outside business hours, and to first take an additional snapshot of your current production environment before restoring a prior snapshot.

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4.8 Can SoftAView help me restore my system to an earlier point in time?

Yes. SoftAView can restore your system to an earlier point in time without additional charge depending availability of copy of your database.

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5 Security

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5.1 Will SoftAView provide me with an SSL certificate or can I use my own?

SoftAView will always provide an SoftAView URL that is protected by SSL standards. However, SoftAView also recommends that you use your own certificate if you would like to have your own custom URL.

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5.2 How does SoftAView protect my data from unauthorized access?

SoftAView’s intrusion detection system (IDS) detects any attempt to compromise the confidentiality, integrity or availability of your data, or to circumvent security controls. In the event of such an attempt, the intruder is locked out of the system, and investigation is conducted to identify and apprehend the intruder. SoftAView can also restrict user logins to specific IP addresses.

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5.3 How does SoftAView monitor the environment and ensure protection against viruses?

There is no room for virus, because SoftAView is SaaS basis.

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5.4 Can I control the level of access my users have to SoftAView?

Yes. With SoftAView, each user can be assigned unique security credentials. These credentials can be role-based or highly specific to individual users. Since SoftAView allows unlimited users at no additional cost, each individual’s login is unique and activities can be tracked.

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5.5 How do I know my data is protected against physical and environmental threats?

SoftAView SaaS is hosted on Google Cloud Platform (GCP) to ensure we provide the world’s best cloud infrastructure with SoftAView SaaS. GCP follows strict guidelines and uses state of the art architectural and engineering approaches to guard against physical and environmental threats. It has extensive experience in designing, constructing and operating large-scale datacenters. Physical access is strictly controlled, both at the perimeter and at ingress points by security staff and video surveillance. All staff members pass two-factor authentication to access the datacenter. All visitors and contractors are required to present identification and escorted by authorized staff. There are also fire detection and suppression, power, climate and temperature, and electromechanical support systems.

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5.6 What should I do in case any security violation/incident occurs?

Please inform us immediately providing any details regarding the incident via our online Contact Us form, via our phone lines and live chat. SoftAView Incident Response Team will be involved and you will have feedback during the next 24 hours.

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