MicroStrategy Cloud Enterprise – User Guide Version 1.1
Contents
1. 15 Performanceand co nfl A O 16 A O ON 16 Data Warehouse Management and ACCESS ccscsscssssscsscescsscsscsscssessessessseseesesssessesessecseseeseesasseesaeseseeseeseesersersersensenes 16 Data Mand Sementand Loading cisco lolas 17 MicroStrategy Cloud Infrastructure aS a SerVICe uu u u i ss E eA M u a ua 17 Cloud Platform Security OVV ew uu u a ass u n unusapa o 19 SharedeSec urity Responsibiliiy pu O D SP uD aus 19 Configuration Management s n u us n usupaunaQhamausananamuananalanasauausauasmnhaanashanha 20 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 MicroStrategy Control ENvirONMent cccscsscsscscsscsscsscsscessescsssescssssssssseseseeseseeseeseseesessessesseeseeseesessesseesesseesersersenee 20 Network Security sii need ee es an ees tases aia au iano a dias ileal 21 Physical SECUN Y iien uawan aap a a ea aa aain piee ceagctueshuysengstunestdsavevenscnuesete 22 E aaa au tiie ha eed td aa a 23 Monit g errenneren l S a Aa ashaka aa 23 MicroStrat sy Risk Management S a n a n aa 23 Data Retention amp Des tr uct on Policy au s a SS aii 24 MicroStrategy Certifications and Accreditations 25 MicroStratesy Employment Practica A EE 25 Er nie ee ie S A AWE A Ad aed aY 26 Domai ti URE DAMOS adidas 27 Accessin2. To support our offering MicroStrategy has deployed a dedicated organization focused on supporting the MicroStrategy cloud environment This organization includes managing environment setup configuration monitoring as well as additional responsibilities designedto provide high availability and performance ofthe environment MicroStrategy is responsible for managing the physical implementation of the MicroStrategy Cloud Platform infrastructure and restricts customer access to the server instances running the MicroStrategy Cloud outside of the Infrastructure as a Service offering As part of Cloud Platform services MicroStrategy manages patching the environments at the server andapplication level excluding I aaS customer installed applications Customers are responsible for the configuration development change management administration andsupport of the business intelligence application data warehouse and data integration transformations In addition application performance tuning and optimizations are the res ponsibility of the customer If desired MicroStrategy Professional Services can be contracted to provide or assist withsystem tuning Data loading data quality and cleansing alsoare responsibilities of the customers MicroStrategy offers various Data Integration service options that can be leveraged to load and validate data inthe customer environment MICROSTRATEGY CLOUD BUSINESS INTELLIGENCE SERVICES MICROSTRATEGY BUSINESS INTE
3. lt 2 Hours status Immediate Action the production systems unavailable j changes are impacted Major Non critical ass component s are Reports are not Daily As AAA degraded or offline and delivered by lt 2 Hours status Sa me Business the production systems Distribution Services changes Day areimpacted Low I E How frequently Little or no business As status As Time amp impact snapshots of the lt 6 Hours anges Priorities Permit PAS VAPPs are taken 8 PROVIDING DATA TO MICROSTRATEGY TECHNICAL SUPPORT Component s are Medium degraded or offline but I Cubes are not 3 Within 48 H the production systems automatically eii As status un PES are NOT impacted refreshed in the u changes 2 Business Days e g Development Test development system amp Support Systems During the course of troubleshooting and researching issues it may be necessary to provide MicroStrategy Technical Support personnel with data from your systems diagnostics metadata copies etc For the convenience of our customers MicroStrategy provides several methods to transmit this data including but not limited to email the MicroStrategy support site and the MicroStrategy download site However if the customer is sharing any confidential data which maybe subject to government regulation itis the customer s responsibility to transmit that data to MicroStrategy using MicroStrategy s secure FTP server Customers should work with the Tech
4. are not exclusive with MicroStrategy mul ti source a standard component of the MicroStrategy Cloud BI Service This enables connecting Direct Connect and Cloud Warehouse Services to the same customer environment In these cases MicroStrategy Cloud offers the fl exibility to customize the configuration to meet virtually any requirement MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 CLOUD SERVICE RESPONSIBILITIES The MicroStrategy Cloud Platform Services are designed to make it quicker easier and more cost effective for our customers to implement business intelligence solutions With MicroStrategy Cloud Platform Services business users are able to take advantage of the MicroStrategy Business Intelligence Services to analyze their data IT Professionals are ableto focus on building out valuable business intelligence solutions andthe MicroStrategy Cloud Tea mis focused on managing monitoring optimizing and running the MicroStrategy Cloud Platform Services Busi U y y a A da Run Reports Dashboards Manage Subscriptions Self service Visual Exploration MicroStrategy Experts i Monitor System Mao era Tune Operational Environment Optimize Performance Adjust Capacity Manage Upgrades IT Professionals Firewall Design Reports Dashboards E r Create BI Metadata Database Design y Database Database Manage Database Administrator Administer Users Data Center
5. bel ow MICROSTRATEGY CAPABILITIES FOR CLOUD SERVICES Cloud User Types Mobile Consumer Analyst Power Desktop MicroStrategy Product User User User User Designer Architect Intelligence Server w Clustering V Distribution Services O v v v v V Multi source v Report Services V V V V V V Web Universal O V V V V V Office O V V V V Transaction Services Yo o o o v v Web Analyst e et v v y v Web Professional O V Desktop Designer O O O vV Architect e e fe jojo v MicroStrategy SDK look and feel or 8 e Vv security customization MicroStrategy SDK other customizations S lolol oo O Mobile Only licenses may receive Mobile only push subscriptions only MicroStrategy Desktop is a development only tool in the MicroStrategy Cloud used by architects and report developers to deliver reports via web mobile office or distribution services The tool is hosted via WebVPN in a virtual desktop MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 SUPPORTED MICROSTRATEGY CLOUD VERSIONS MicroStrategy Cloud keeps customers on current sta ble versions ofthe MicroStrategy platform Currently supported versions of MicroStrategy in the cloudinclude e MicroStrategy 9 2 1m e MicroStrategy 9 3 BUSINESS INTELLIGENCE SERVICES AND CUSTOMER RESPONSIBILITY Cloud Business Intelligence customers are responsible for developing their o
6. regarding the application of patches 3 Ifnoconcernsareraised abouta patch MicroStrategy applies patches during the window of scheduled downtime Scheduled maintenance downtimes do not count against MicroStrategy s uptime SLA B Major releases 1 MicroStrategy performs rigorous testing of major release versions prior to upgrading customer environments to maintain stability 2 MicroStrategy provides atimeframe within which customers are ableto schedulea time allowing customers to minimize thei mpact of the transition 30 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 3 For customers subscribing to MicroStrategy environments with clusteringservices MicroStrategy creates aninstance of your system based on the upgraded software platform to maintain your service during the upgrade This instance runs in parallel with your production environment fora period of two weeks duringwhi ch time you may testthe system using MicroStrategy Integrity Manager or other means MicroStrategy alsoconducts its own tests during this time period 4 Atthe end of the two week period users of the old system are redirected to the new instance and the oldinstance becomes unavailable All costs associated withthese processes are included in your MicroStrategy Cloud Platform contract MicroStrategy can accommodate additional non standard services or a customized upgrade process for example to accommodate mo
7. A WAREHOUSE MANAGEMENT AND ACCESS The environmentis managed witha utility server provided as part of the MicroStrategy configuration infrastructure The utility server s tools provide access to build and manage the customer s database instan ce Access to the utility server is provided via Web VPN Once environment configuration has been completed details for connecting to the utility server are provided by MicroStrategy as part of your Connectivity Information sheet 16 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 DATA MANAGEMENT AND LOADING Data can beloaded into MicroStrategy Cloud Data Warehouse Servicesin multiple ways MicroStrategy provides a full suite of Data Integration Tools to load your data For more information see Data Integration Services above If you already have internal data integration tools they can be connected to MicroStrategy Cloud Data Warehouse Services to manage data inthe warehouse environment Pleasespeakwith your Cloud Engagement manager for full details MicroStrategy Cloud Services MicroStrategy Business Intelligence Services MicroStrategy Data Integration Services Internet SSL Customer Data Integration VPN w Customer Source Data MICROSTRATEGY CLOUD INFRASTRUCTURE AS A SERVICE The MicroStrategy Cloud Infrastructure as a Service laaS offering is an optional support service that provides customers withinfrastructure
8. LLIGENCE PLATFORM FEATURES At the core of the MicroStrategy Cloudisthe MicroStrategy Business Intelligence Services The Business Intelligence Services provide customers access to the MicroStrategy Business Intelligence product catalog hosted as acloudservice Customers can select from alist of product options whichare hosted on a shared infrastructure Customer environments are configured ina single tenant virtualized environment pre configured and optimized for use at start up As a result of pre configuring the various products customers cantake advantage of the MicroStrategy capabilities immediately when starting withthe MicroStrategy Cloud Business Intelligence Service with additionalcapabilities enabled at the customer request MicroStrategy has engineered its platform to help deliver anintegrated architecture that scales to support enterprise level business intelligence This enterprise scale integrated architecture is well suited forthe Cloud and the MicroStrategy Cloud service offering takes advantage of the platform to build scale and manage the Cloud service Management services like clustering security user management and resource management help provide a highlyavailable environmentthatcanscale up or out to meet the most demandingbusiness intelligence requirements MicroStrategy platform features that are part of the standard cloud offering as well as optional choices and a Professional Services offering are shown inthe table
9. MicroStrategy Cloud MicroStrategy Cloud Enterprise User Guide Version 1 1 SERVICE DEFINITION AND POLICIES FEBRUARY 21 20132 21 2013 TABLE OF CONTENTS MicroStrategy Cloud Platform Overview u 4 Overview Of Operations ii dadas 4 Whatis MicroStrategy Cloud Platform isinna aaan naaa aeaaeae aeara aran adaa aariaa anaa aa iaa aariin 4 primary configuration OO ii ad 5 Cloud Service Res ponsibili iii A a ee a 7 Microstrategy cloud business intelligence services coronan nor nn nara n nn nor nn norannnnnns 8 MicroStrategy Business Intelligence Platform Features 8 Supported MicroStrategy Cloud Versions a 9 Business Intelligence Services and Customer Responsibility 9 Data terra OA A eee tees 11 MicroStrategy Cloud And Customer Responsibility 11 TOONS Pat UR RR RT 11 SErMiC CO Pt ONS sre istered id 12 MicroStrategy Cloud Data Warehouse Service c cccsscssssssssssssssssssscsssscsessesssescsessesesecsesesssesecsesecsesaeeesaceesaesessesassesaeereas 14 SErMiCe O PU ONS o ca tha tc a 14 META A NN 14 MicroStrategy Cloud And Customer Responsibility
10. access data from the customer environment The MCSC is built on a secure computing infrastructure inside anisolated segment of the MicroStrategy Cloud network andis managed by MicroStrategy Information Systems professionals The MCSC uses equipment thatis self contained and MCSC security practices are designed to protect electronic informationand validate system integrity As part of a customer environment each customer will be provided 3 connections between customer s data centers and the MicroStrategy Cloud environment as part of the initial service Additional connections canbe purchased by contacting your MicroStrategy Account Executive The MCSCis a virtual network environment The physical MCSC is located in MicroStrategy s core data center and access is restricted to authorized personnel Computing equipment in the MCSC is specifically and exclusively designated to be used by MicroStrategy Cloud customers Access to configurations is limited to the authorized network professionals at MicroStrategy Secure Shell SSH is used to access the network devices A secure firewall is used to protect and control network traffic The firewall is configured to hide internallP addresses using Static Network Address Translation SNAT and Static Port Translations SPAT External customer networks access the MCSC through a secured Virtual Private Network VPN tunnel VPN connections can be configured to thespecifications of external parties that are recogn
11. ary 21 20132 21 2013 CUSTOMER PROVIDED DATA Data thata customer provides to MicroStrategy includes but is not limited to business intelligence meta data values and descriptions database schemas ETLworkflows and routines data content in database a nd text files database backups virtual machine i mages user access information and custom data manipulation code Data provided by the customer to MicroStrategy will be removed fromthe MicroStrategy environmentand del eted within 30days of termination of anagreement The customer may request in writing copies of the data to be provided Such requests must be made prior to the termi nationofthe agreement Such copies will be subject to a fee based on the time required to fulfill the request MICROSTRATEGY CERTIFICATIONS AND ACCREDITATIONS MicroStrategy s US data center locations are fully SOC 1 Type ll compliant a nd leverage state of the art biometric controls stringent controlled entry processes and video surveillance to provide security The international data centers arelSOcertified including ISO 27001 2005 Customers may request to review relevant SOC and or ISO Reports for our data centers MICROSTRATEGY EMPLOYMENT PRACTICES MicroStrategy is dedicated to creating and maintaining a work environment that develops and values employees providing opportunities for them to contribute to the company s business success MicroStrategy protects the personal welfare of employees with a
12. ata warehouse See the section on MicroStrategy Cloud Secure Connectivity MCSC The performance of this architecture can vary based on a variety of factors including the physical distance between the MicroStrategy Cl oud data center and the customer data source the latency of the data connection the bandwidth of the connection the amount of usage and its query intensiveness the query response latency of the customer data source and other variables MicroStrategy Cloud leverages framework capabilities that enhance performance including Intelligent Cubes caching and pushdown analytics These capabilities reduce the query traffic between the MicroStrategy Cloudand data sources 14 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 i N gt MicroStrategy Cloud Services MicroStrategy Business Intelligence Services MicroStrategy Data Integration Services gt VPN amp Customer Data Integration CA Customer Source Data VPN Cloud Data MICROSTRATEGY CLOUD AND CUSTOMER RESPONSIBILITY MicroStrategy provides management and basic database administration functions The administration offerings include environment setup configuration monitoring as well as additional services designed to maintain the high availabilityofthe environment MicroStrategy is responsible for managing the physical implementation of the data warehouse environment andrestri
13. ate personnel as describedin the Code of Conduct any suspected violations of law or of the Code of Conduct e Comply with and will continue to complywith the Code of Conduct CONTRACTING MicroStrategy performs background screening of contractors performing work on behalf of the company DATA BREACH POLICY The MicroStrategy Cloud environmentis developed to block any attempted hack of its systems or data Port scanning or network scanning tools are strictly forbidden within the environment MicroStrategy does not allow customers to install third party monitoring or direct access to our core monitoring systems without agreement fromthe Cloud Operations team Inthecasethatthe MicroStrategy Cloud Team determines an anomalous event including but not limited to Denial of Service Malicious Code Unauthorized Access Inappropriate Use Physical Breach and Data Breach to be deemed a securityincident the team will immediately acti vate its Computer Security Incident Response Plan CSIRT The plan includes provisions for prompt response including Notification Analysis Containment Eradication Recovery as well as timely Reporting to appropriate parties 26 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 DOMAIN URL DEFINITION Each MicroStrategy Cloud customer is given a separate URLto access the service MicroStrategy provides a default domain for companies defined as yourdomain cloud microstra
14. capability based on Informatica Power Center capabilities are hosted and managed bythe MicroStrategy Cloud team These services are managed monitored and maintained bythe MicroStrategy Technical Operations team SERVICE OPTIONS MCDIS provides multiple options to support customer requirements The service options can be selected basedon the features required to extract transform validate and load data Options can be combined depending on your type of connectivity with the MCDWS environment The MicroStrategy Cloud Platform team can help determine the tiers of service required for your needs CLOUD SERVICES OPTION The Cloud Services Option is ideal for situations when you are moving from anon premises data source or third party clouddata source and the data warehouse requires simple transformations or direct replication of data structures between the source and destination databases This solution requires that connectivity be established between the customer datasource and the MicroStrategy Cloud MicroStrategy InformaticaCloud Instance On Premises Cloud Data DI Metadata N ses oi Customer Source Data VPN Connection Informatica Agent MicroStrategy Business Intelligence Services 12 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 DATA INTEGRATION IN MICROSTRATEGY CLOUD Data integration in MicroStrategy Cloud uses an instance of Informatica Power Ce
15. cts access to the server instances running the data warehouse As part of the warehouse services MicroStrategy manages patching the environments at the server and database level MicroStrategy customers are responsible for logicaladministration of the data warehouse including data modeling creation of the data structures and application development related tasks Application performance tuning and optimizations are the responsibility of the customer With customers res ponsible for designing and devel oping database objects they are also responsible for change control and change management of database objects and handling migrations between devel opment test and production environments As customers are responsible for the data in the MicroStrategy Data Warehouse Services they are responsible for implementing security best practices on the data warehouse MicroStrategy personnel will ha ve limited access to customer data with only critical administrators and support personnel specifically granted access by the customer As a result customers are responsible for all data they place in the MicroStrategy Cloud Data Warehouse service 15 PERFORMANCE AND CONFIGURATION The MicroStrategy Cloud operations managers have optimized the environment to enhance the performance of the configurations provided via the MicroStrategy Cloud Platform The MicroStrategy Performance Lab runs extensive tests on the MicroStrategy Cloud environment providing opti miza
16. customer s account management team if needed Customers may request to change their support liaisons six times per year It is the customers responsibility to advise MicroStrategy Technical Support if there are any existing support cases that should be transferred whena support liaisonis changed CONTACT SUPPORT Problems or questions related to MicroStrategy Cloud Platform must be reported to MicroStrategy Technical Support using the standard communication channels To contact MicroStrategy Technical Support access the MicroStrategy Global Support website https res ource microstrategy com support For priority level 1 and 2 emergencies the MicroStrategy Cloud 24x7 emergency number is 1 855 CB1 MSTR 1 855 221 6787 32 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 NOTE 24x7 supportis provided in English only MicroStrategy Cloud support follows the same processes as described in the MicroStrategy Technical Support Policies and Procedures http www mi crostrategy com Support Policies LOGGING A CLOUD TECHNICAL SUPPORT CASE To loga MicroStrategy Cloud technical support case the designated support liaisons may contact MicroStrategy Technical Support via email telephone or by usingthe Online Case Tracking Interface located on the MicroStrategy Support Site https resource microstrategy com support Only the designated support liaisons can log cases with MicroStrategy Tech
17. delivery Narrowcast Services Advanced application performance tuning reports caches cubes etc Performance Tesing and Monitoring Up front customized Cloud performance assessment Monitoring system usage Analyzing system usage and application performance MicroStrategy Architect Metadata Development Creating logical business model metadata je TT MicroStrategy Report and Dashboard Development Creating reports Designing dashboards Defining metrics Defining filters Creating templates Change Management and Change Control Managing MicroStrategy objects MicroStrategy Project and Object Migration Platform planning and execution 10 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 DATA INTEGRATION The MicroStrategy Cloud Data Integration Service MCDIS is anoptionalservice that enables customers to move data into the MicroStrategy Cloud Data Warehouse environment The service provides a wide array of options to support data acquisition from varied data sources data movement data transformation and data loading The serviceis configured to work with MicroStrategy Cloud Data Warehouse Service MCDW with the Data Integration service tied to only loading data intothe MicroStrategy Cloud Data Warehouse Services The service options can be selected based on the features required to extract transform validate andload data Options can beincluded dependingon the type of connectivit
18. earance that they are using their employment at MicroStrategy for personal gain 25 Every MicroStrategy employeeis expected to adhere to the following company standards for activity in business related locations or functions at all times Treat customers and suppliersina fairandhonest manner Conduct the company s business withintegrity Conduct the company s business within all applicable laws Maintain efficient proper standards of work performance Maintain professional conduct during all company business and events Adhere to all work related written and verbal company policies and instructions Maintain MicroStrategy business offices as clean and safe work environments MicroStrategy employees are expected to always judge a proposed course of action based on ethical standards outlinedin the MicroStrategy Employee Handbook EMPLOYEE CODE OF CONDUCT All MicroStrategy employees are required to sign indicating that they e Received a copy of or have convenient access to the Code of Conduct e Read and understood the Code of Conduct e Willactinaccordance with the Code of Conduct to the extent permissible under applicable law e Understand that the provisions contained inthe Code of Conduct i represent policies of MicroStrategy Incorporated andits subsidiaries and ii are applicable to all employees officers and directors of MicroStrategy Incorporated andits subsidiaries e Are obligated to bring to the attention of the appropri
19. endar month following the month in whichthe Incident occurred For example if the Incident occurred on February 10 we must receive the claimand allrequired information by March 15 Wewill then evaluate allinformation reasonably available to us and make a good faithj udgment on whether a Service Credit is owed You may not unilaterally offset any invoice for claimed Service Credits If you purchased the Online Service froma reseller you will receive a service cr edit directly from your resellerand the reseller will receive a Service Credit directlyfrom us MICROSTRATEGY UPGRADE POLICY AND PROCESS As newversions of the underlying MicroStrategy business intelligence platform are released MicroStrategy Cloud Platformis updated with the enhancements contained in those releases For customers subscribing to the Cloud witha clustered environment the update process proceeds inthe following ways depending on the type of platform update For customers subscribing to a single node environment the cloud team will upgrade the single node atthe customer s request Recovery of single node upgrades is performed via a rebuildofthesystem anda restoration of a backup of the previous version metadata A Minor patches and upgrades 1 MicroStrategy maintains a scheduled two hour maintenance window on Wednesday and Saturday night of each week 2 MicroStrategy posts notification of plans to deploy patches providingcustomers an opportunity to raise concerns
20. eshoot andidentify the cause of problems and perform tasks to resume systems to normal performance If the support and monitoring teams are unableto resolve the issues directly a set of well defined escalation procedures and on call schedules are used to bring inthe appropriate resources to resolve the problem For largerincidents impacting multiple areas of the framework or major incidents that cannot be resolved quickly an incident res ponse team is formed Theincident response team is assigned a lead responsible for managing the issues as well as a communication lead responsible for notifications and documentation of the issue Theteam remains intact until the issue is closed Upon closure of a major incident the team debriefs to document the root cause of theissueto avoidrecurrence of the problems MICROSTRATEGY RISK MANAGEMENT MicroStrategy conducts an annual assessment of risk based on the strategic business plan and the strength of the controls needed to mitigate or reduce risk As part of this assessment business leaders are asked to identify the risks for their area of responsibility In addition the leaders will assess how likelyitis that the risk will occur and 23 the impact of the risk The annual risk assessment allows MicroStrategy to focus their attention on the mitigation of the highest probability and largest impact risks MicroStrategy leverages internal risk management and internal audit functions to provide independent as
21. g the MicroStrategy Co Ad Dti 27 Developer ACCS ui AAA 27 MicroStrategy Cloud Platform Service Level Agreement a 29 MicroStrategy Upgrade Policy and Process scscsssssssssesssscssssssscsssscsesscssssesessesssssseessesesscsessesacsesecsesacsesaseesaeeeeaeseeeesacenees 30 Maintenance Plannin gi 2634 NRO 31 Clo d Platfori SQBpoOrELu a tk See 32 b si essa d s pBportoperations u u sp uqa ku oes eis n ne A eB a a 32 Support liaisons iii AAA A a A Adi 32 Contact SUDPOF di A e ibas 32 Logging a Cloud Technical Support Cas 6 ui U a aaraa m n anna aaa skua 33 Types of Cloud Platform Gas Sii a 33 Providing Data to MicroStrategy Technical Support 34 MICROSTRATEGY CLOUD PLATFORM OVERVIEW OVERVIEW OF OPERATIONS MicroStrategy is a global provider of enterprise software platforms for business intelligence BI mobile intelligence and social intelligence applications MicroStrategy provides integrated reporting analysis and monitorings oftware that enables companies to analyze the data stored acrosstheir enterprise or in the Cloud to make better business decisions MicroStrategy Cloudisa division of MicroStrategy responsible for delivering MicroStrategy cloud based services MicroStrategy Cloud offers both a Platform asa Service PAAS known as MicroStrategy Cloud Platform and Software as a Service SAAS m
22. gt bp 4 Moa Af G MicroStrategy Cloud Note Does notinclude MicroStrategy Desktop The basicconnection to MicroStrategy Cloud supports single factor authentication Two fa ctor authentication is offered for an additionalsetup charge DEVELOPER ACCESS Developers access MicroStrategy Cloud Platform using a Web VPN connection Customer development tea ms are providedindividual user accounts to access the development environment to build projects reports and 27 documents MicroStrategy Architect is required to work on MicroStrategy Cloud systems A monthly fee applies per user 28 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 MICROSTRATEGY CLOUD PLATFORM SERVICE LEVEL AGREEMENT During the term of you subscription MicroStrategy shall use reasonable commercial efforts to ensure that the Online Serviceis available to you 99 9 of the time in any calendar month In the event you experience additional Unavailability due to MicroStrategy s failure to provide the Online Services and provided youarerunning the latest approved version of the MicroStrategy Technology you will be eligible to 1 receive Credits as described below or 2 an extension of the license term for such licensed software equal to such credit To receive a service credit the customer must submit a request to MicroStrategy within fifteen 15 days following the month in which the outage event s occurred The se
23. ized by the security community standards and alternative access methods can begranted based on customer requirements Virtual Local Area Networks VLANs are used to grant or deny access of specific MSCS machines to specific external networks Each customer is designated an individual VLAN to provide a network separate from other customer networks These networks cannot communicate witheachother and users within the network cannot access one VLAN from another Ea ch customer environment canbe configured for customer specifications MicroStrategy Technical Support Engineers connect to the MCSC via Web VPN to work so that the engineer s machine does not directly access the customer s corporate network This secure connectivity helps to prevent the spread of malicious traffic between networks By default MCSC computers do not have external access to the public Internet unless specifically requested by the customer Network monitoringand connection tracking systems are used in the MCSC and network connections arelogged Wireless computer network technology is not used inside MCSC IPSec VPN tunnels mayalso be configured to addlayer of security for data transmissions between the MicroStrategy Cloud Platform and customer networks Our networkengineers work closely with your network team to establish either IKE Phase 1 ISAKAMP or Phase 2 IPSec tunnels per your requirements During the configuration we have your network team fill out the requirements a
24. le Monthly Service Fees means the total fees actually paid by you for the Online Services that are applied to the month in whicha Service Credit has accrued Downtime means the total minutes ina month during which you report that the Online Services are unavailable to you multiplied by the number of affected users excluding unavailability of the Online Services due to limitations described above Service Credit is the percentage of the Applicable Monthly Service Fees credited to you following claim approval Monthly Uptime Percentage for the Online Services is calculated by the following formula 29 Total number of minutes ina month Downtime Total number of minutes in a month 100 Note The aboveterms shall be adjusted and used in support of new Data Centers asthey are brought online around the world Note Services credits arelistedas hours If we fail to meet the minimum Monthly Uptime Percentage described above for the Online Services you may submita claimfora Service Credit You mustsubmita claim to technicalsupportat MicroStrategy that includes i a detailed description of the event that resulted in Downtime ii information regarding the duration of the Downtime iii the number and location s of affected users if applicable and iv descriptions of your attempts to resolve the incident at the time of occurrence Wemustreceive the claim and all required information by the 15th dayof the cal
25. ment and appropriate procedure for release Each potentially applicable patch will be evaluated to determine whether it is applicable to the environment and how when and whether it should be depl oyed Any patches proposed forimplementation will be subject to appropriate isolated testing and verification prior to deployment Enterprise systems will be patched after approval from MicroStrategy The MicroStrategy Cloud Systems Engineering Team will follow standard procedures for migrating patches into production including notifying field or remote users when a patch maybe unknownto but of importance to a MicroStrategy customer The MicroStrategy Cloud team will notify end users and rely upon their compliance when a security patchshould be installed to end user machines Where possible MicroStrategy will work with customers to minimize the impact of patches and maintenance andwork around customers schedules In some cases due to system wide maintenance andafter providing youreasonable notice MicroStrategy will solely decide when maintenance will be applied to the Cloudcustomer environments Patches will be managed by patch management s oftware The MicroStrategy Cloud team will use automated s oftware deployment whenever possible to implement those patches designed to repair security vulnerabilities MICROSTRATEGY CONTROL ENVIRONMENT MicroStrategy Cloudleverages andshares various aspects of MicroStrategy s overall control environmentinthe deli
26. nd our network engineers apply these parameters to your Cloudenvironment MCSC SYSTEMS ENVIRONMENT Restrictive permissions to files services and system settings are applied to MCSC computers Access Control Lists ACLs are used to limit access Unnecessary operating system services are removed or disabled before system deploymentin MCSC Users arerequired to authenticate using a unique username and password to access any MCSC computer An up to date antivirus scanner is installed on MCSC computers and vulnerability scans are 21 conducted on MCSCcomputing equipment regularly Security and otherimportant patches provided by MCSC equipment vendors are routinely reviewed and applied by MicroStrategy Information Systems professionals A Cloud support VLAN contains Windows Server Update Services WSUS and antivirus AV servers which provide appropriate updates to each network Virtual machines are deployed in the MCSC to support eachcustomer configuration and they are governed by the same system security practices of physical machines US data centers supporting the Cloud Platform are SOC 1 Type Il compliant and EMEA Data Centers supporting the Cloud Platform are ISO 27001 compliant MicroStrategy reviews data center compliance on anannual basis to ensure that our providers continue to meet the standards SECURITY LOGGING Inbound and outbound connections to the MCSC are logged The data is encrypted sothat MicroStrategy cannot see data a
27. nical Support Upon logging a case the support liaison receives a case identification that should be used for communications regarding this case When logging a case be prepared to provide the following information Personal Information Name Company and customer site if different from own company Contact information phone a nd fax numbers e mail address Case Details Configuration information including MicroStrategy software product s version s and DSI inwhichthe products are installed e Full description of the case containing symptoms error message s steps taken to troubleshoot the case thus far e Logfilesor other supporting data e Customer system impact TYPES OF CLOUD PLATFORM CASES MicroStrategy Cloudtechnical support cases are segmented in two different categories a MicroStrategy productissues issues are standard Technical Support cases and followthe priority and response guidelines outlined insection 3 3 of the MicroStrategy Technical Support Policies and Procedures document b Cloud infrastructure issues issues are referred to the MicroStrategy Cloud operations managers by Technical Support and follow the priority and response guidelines outlined below 33 PRIORITIES AND RESPONSE GUIDELINES Priori Priority Level inital Stat orty Escalation Level Definition OS Response s Level Examples x Update Time m Critical component s are Daily As Critical degraded or offline and Virtual application is Y I
28. nical Support Engineer assigned to their case to coordinate any such data transfers If MicroStrategy Technical Support requires information that might be stored on the cloudinfrastructure explicit approval from the customer is required for Technical Support to obtain this information from the MicroStrategy Cloud operations managers 34
29. nstances sized RAM CPU Disk Space to meet their application needs In addition they havea choice between a specified list of Windows and Linux operating systems With the Compute laaS customers are provided admin level access to the compute nodes This enables the installationand development of applications that can beintegrated into the Business Intelligence applications In the ComputelaaS model MicroStrategy will provide monitoring of the compute environment and provide operating system evel patching Customers are res ponsible for the maintenance and support of anysoftware application they install on the Compute laaS nodes as well as licensing for software they install inthe MicroStrategy Cloud environment Itis the customers responsibility to ensure the softwareis secure and properly patched and licensed MicroStrategy can request at will review that the Compute laaSsystem areincompliance The MicroStrategy Compute laaS offering is designed to support business intelligence applications and is not set to bea standalone service MicroStrategy reserves the right to review applications and licensing of software running in the environment and if abuses are identified terminate customers use of the service 18 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 CLOUD PLATFORM SECURITY OVERVIEW Security isa key concern In a cloud environment security responsibilities must be shared by the service
30. nter to manage transformations This instance can be dedicated to a customer orcanbesetup as part of a shared instance This solution also requires that connectivity be established directly from the customer site to the MicroStrategy Cloud environment MicroStrategy Cloud Services gt On Premises Data Integration Data Customer Source Data VPN Connection Acquire Integrate Aggregate Deliver Informatica PowerCenter Instance un fa m gt E g Ca 3 s oO 0D ro un un o Nn a gt Bo Y P Fa Ya e E LY gt CLOUD AND ON PREMISES Ifitis not possible to establish a secure connection between your networkand MicroStrategy it may be possible to move data to files and then load data from those files into the MicroStrategy Data Warehouse In this case the Informatica Cloud agentis installed at yoursite The agent can be used to pull data from your data sources and push the results via secure FTP to a secure data store in the MicroStrategy Cloud From that location either the Informatica Cloud services or Informatica Power Center can be used to load data into your data warehouse instances 4 MicroStrategy Cloud Services Acquire MicroStrategy InformaticaCloud Instance a Customer Source Data Transformation Metadata Informatica Agent SFTP To Landing Zone Acquisition Landing Zone Informatica PowerCenter In
31. ntract with customers and its destruction when MicroStrategy and customers determine it is necessaryto terminate the relationship DATA RETENTION MicroStrategy has implemented a data and record retention policy designed such that documents are retained in a uniform format for a specified period of time based on a defined retention schedule MicroStrategy employees contractors andits directors are responsible for following the policies outlined in the Data Record Retention Policy Policies covered under this policy include 1 Retains records as necessaryfor business purposes including maintaining the continuity and availability of records in the event of a disaster or hardware failure 2 Retains records in accordance with applicable federal and statelaws 3 Retains records relevant to pending or reasonably anticipated legal proceedings consistent with the company s legal obligations 4 Retains records as necessary for tax purposes The Data Record Retention Policy also specifies policies related to the destruction of documents that are no longer required for business legal tax or other reasons As part of the data destruction policy the method for proper document destructionand disposal is defined Customer data created by MicroStrategy as part of conducting business falls underthe MicroStrategy Data Record Retention Policy and will be managed as such 24 MicroStrategy Cloud Platform Policies and Service Level Agreement Febru
32. odels known as MicroStrategy Cloud Personal and MicroStrategy Cloud Express anda small scale Infrastructure offering to support business intelligence applications inthe cloud WHAT IS MICROSTRATEGY CLOUD PLATFORM MicroStrategy Cloud Platform delivers a complete business analytics platform as a service including business intelligence dataintegrationanddata warehouse capabilities MicroStrategy Cloud Platformis a public cloud service that offers the following services e MicroStrategy s business intelligence platform for both mobile and web e Data hosting capabilities on a variety of database management systems Data hosting is used primarily for the purposes of building a data warehouse or data marts but canbe extended to includea variety of other database needs e Data integration services whichallows for extraction transformationa nd loading datainto datasources in the MicroStrategy Cloud environment e Infrastructure Services to allow customers to install manage and run business intelligence related applications not natively hosted within the MicroStrategy Cloud Platform iia MicroStrategy Cloud Platform Services IAAS Support Service Business Intelligence Services Data Warehouse Services Data Integration Services IAAS Support Service MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 MicroStrategy Cloud Services are designed to transform and simplify the manner in
33. provider and by the customer Security topics covered in this document include e Shared Security Responsibility e Configuration Management e Network Security e Physical Security e Backups e Monitoring e MicroStrategy Risk Management e Data Retention Destruction Policy e MicroStrategy Certifications and Accreditations e MicroStrategy Control Environment e MicroStrategy Employment Practices e Data Breach Policy For additional questions related to MicroStrategy Security practices in the cloud send an email to Cloud MicroStrategy com SHARED SECURITY RESPONSIBILITY MicroStrategy provides a secure infrastructure controls standards and processes for our customers The establishment of a customer instance in the MicroStrategy Cl oud represents a partners hip between MicroStrategy and the customer to providea secure business intelligence environment In establishing the MicroStrategy Cloud environment MicroStrategy assumes res ponsibility for the management and security of the network hardware infrastructure andsoftware When connecting to our service via the internet our responsibility for the network includes the connections from the internet to our infrastructure However when utilizing VPN tunnels between the Customer and our Cloud Platform the responsibility is shared Our security practices include installing appropriate security patches virus protections upgraded hardware infrastructure high availability disaste
34. r as these backups are point in time MicroStrategy cannot guarantee that all data can be recovered The MicroStrategy backups should not be construed as a substitute for customer backups of critical data Metadata backupcopies will be maintained for a period of 30 days The data warehouse backups will be kept for a period of two weeks Backups can berestored on customer request but will not exceed more than five such requests ina month If customer requests exceed five the customer will be billed at 150 an hour for the labor needed to fulfillthe request MONITORING MicroStrategy Cloud has implemented an integrated set of monitoring and management capabilities These monitors are designed to proactively notifythe MicroStrategy Cloud team of anyissues that cause system failures or performance degradation within the environment Agents are placed on the various tiers of the MicroStrategy Cloud framework to monitor hardware storage networking virtualization operating system and applications providing real time visibility into the environment The environmentis monitored 24x7 by the Global Network Operations Center NOC The NOC continuously monitors the environment analyzing overall stability and performance remain within appropriate thresholds When the monitors alert that key thresholds are exceeded or systems are non responsive resources are notified If problems are identified on call resources are provided with scripts to help troubl
35. r recovery and monitoring Our customers play a critical rolein protecting their own environments As part of the MicroStrategy Cloud environment customers are provided access to build projects reports and documents manage user access define password policies and perform various devel opment maintenance and administrative tasks Customers must take responsibility internally to protect the accounts that access their systems to prevent unauthorized access MicroStrategy provides the ability to track and audit changes inthe environment but the customer must ensure that accounts are protected password policies are followed and application access is controlled Customers area also responsible for the management of user access MicroStrategy will provide a set of tools that allow customers to add modify and delete user access The tools permit management of users and groups As part of user management customers will provide password management policies which can be integrated into the MicroStrategy platform MicroStrategy recommends that companies implement strong password policies Personally Identifiable Information and Customer Data Protection You are solely responsible for the development content operation maintenance and use of Your Content You are solelyresponsible for the compliance of your Content with the MicroStrategy s Cloud Platform Policies and all 19 laws that may applyto your data includingthosein yourlocation as well as
36. re extensive user acceptance testing subject to additional fees New functionalityis available to customers as soon as an upgrade has been completed To the extent that the use of any new functionality is dependent on business intelligence solution design the customer maintains control over the new functionality in its projects reports and documents MAINTENANCE PLANNING MicroStrategy Cloud uses maintenance windows in support of planned maintenance activities If the customer wishes to reschedule planned maintenance the customer must submit a request to do so Our maintenance windows may be scheduled from 2 00 AM 5 00 AM on any Wednesday or Saturday duringthe year Times are relative to the location of the primary Data Center which hosts the customer s Cloud environments We will provideourcustomers atleast 48 hours advanced notice when maintenance window is activated During these scheduled interruptions MicroStrategy Cloudsystems maybe unable to transmit and receive data through the providedservices Customer systems shouldinclude a process to pause and restart the applications around planned maintenance activities When itis necessary to execute emergency maintenance procedures MicroStrategy notifies the customer by email and addresses pertinent concerns in anexpedited manner 31 CLOUD PLATFORM SUPPORT MicroStrategy Technical Support provides MicroStrategy Cloud Platform users with support 24 hours a day 365 days a year Many of
37. resources to support their business intelligence environment MicroStrategy Cloud can provide storage network and compute infrastructure These resources require that the MicroStrategy Cloud Business Intelligence server be purchasedin conjunction 17 Storage By default the MicroStrategy Cloud Business Intelligence Service comes with a 35 Gig blockof storage thatis available for customers to use Typicallythis storage is utilized for images files video plug in development and other files needed to support the MicroStrategy Business Intelligence environment Often times this dedicated storage space does not provide adequate space for files needed for data integration data warehouse and business intelligence development MicroStrategy Cloud provides the option to purchase additional storage This storage is integrated into the customer environment and accessible via the customer FTP services utility box and other cloud systems Compute MicroStrategy Cloud Services offer a wide array of tools to build out enterprise scale business intelligence applications Even with the tools available the MicroStrategy Platform cannot offer all of the applications and services that a company may require To enable customers to implement their own software or third party software not supported by the MicroStrategy Cloud a Compute laaSofferingis available Withthe Compute laaS offering customers are able to select froma pre defined list of virtualized compute i
38. rvice credits set forth inthe table below are customers sole and exclusive remedy when the uptime levels listed bel ow fall below the stated levels You understand and acknowledge that you may also engagein conduct that may cause your cloud based business intelligence environment to be unavailable and that MicroStrategy is not res ponsible for downtime experienced by a customer as a result of customer activity or neglect MicroStrategy s Service Level commitment covers equipment andsoftware under MicroStrategy s direct control including hardware network systems storage andsoftware database ET amp L MicroStrategy security supported by the MicroStrategy Cloud framework This SLAdoes not cover downtimes asa result of issues related to applications built on the MicroStrategy platform including project report and document design issues migration problems related to customer design ETL application design problems Internet outages improper database logical design and code issues factors outside of our reasonable control downtime related to scheduled maintenance general internet unavailability and other applicationissues out of the reasonable control of MicroStrategy Uptime Table Period Monthly Uptime Percentage Starting January 1 2013 99 9 Service Credit Table Period Uptime Service Credit Starting January 1 2013 99 9 99 90 to 99 84 1 00 99 83 to 99 74 3 00 99 73 to 95 03 5 00 95 02 or less 7 00 Applicab
39. s and visual confirmation are required prior to grantingaccess The center uses hundreds of security cameras and hand geometry readers to continuously monitor critical areas of the data centers as well as customer cages Withinthe data center the MicroStrategy Cloud infrastructure has been installed in anisolated environment configured in its own set of cages isolated from other customers and other MicroStrategy environments within the data center The cages are physically secured and locked to prohibit unauthorized access The MicroStrategy Security team keeps a list of MicroStrategy employees that have been granted access to the environment 22 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 BACKUP POLICY MicroStrategy Cloud backup policies and procedures are designed to reduce downtime to the customer should an unforeseen incident occur that impacts the quality or availability of the customers data These backup procedures are designed as part of an overall effort to provide high levels of availability to MicroStrategy Cloud customers The MicroStrategy Cloud team willback up the following customer components on a nightly basis MicroStrategy environmentincluding metadata Customer access control lists Virtual environment parameters and settings Applicable audit logs Backup copies will be maintained in multiple secure sites to provide business continuity should a majorincident occur Howeve
40. s a Bl only Direct Connect service In this case the primary data warehouse or data mart s reside on premise orin another public or private cloud The MicroStrategy Cloud Bl layer operates directly against the on premise database s Data integration capabilities inthis scenarioare also maintained by the customer alongside the data warehouse Such a configurationis ideally suited to companies that have made recent investments in database or data integration platforms Direct Connect MicroStrategy Cloud Services MicroStrategy Business Intelligence Services Internet VPN VPN Customer Source Data The second is a BI with data services configuration With this setup the primary data warehouse and data integration software resides within the MicroStrategy Cloud along with the BI server itself This configuration has the added benefit of having components of the analytics platformina single infrastructure The MicroStrategy Cloud service level agreement will correspondingly applyto this entire stack Cloud Warehouse Services MicroStrategy Cloud Services MicroStrategy Business Intelligence Services Data Warehouse Services Data Integration Services Internet VPN Customer Data Integration Customer Source Data While these are thetwo primary configurations customers often have specific requirements which do not conform precisely to either setup These configurations
41. s strong performance and scalability This option features a medium compute to storage ratio a medium memory to storage ratio and fast disks e Enterprise Edition Basedon a high end appliance from a leading analytical database vendor this option is designed to support use cases with large amounts of data highlevels of concurrency and demanding analytical challenges This option features a high compute to storage ratio a high memory to storage ratio and very high performance disks MicroStrategy partners withs everalvendors to provide performance and platform editions of the MCDWS These vendors provide level 3 support for MicroStrategy Cloud Shoulda customer s data warehouse need to move to another performance tier MicroStrategy Cloud operations managers and MicroStrategy Professional Services work with the customer to plan and execute the operation WAREHOUSE CONNECTIVITY MicroStrategy Cloud Business Intelligence Services can connect to databases or warehouses operating either on premises ina third party cloud or hostedin the MicroStrategy Cloud MicroStrategy offers high performance hosted data warehouse services MicroStrategy alsosupports access to heterogeneous data sources via its MultiSource Option capability which is included with the MicroStrategy Cloud Platform If you choose to maintain your database on premises a typical implementation involves establishing a VPN connection between the MicroStrategy Cloudandyour database or d
42. sessments of riskas part of an on going cycle of audit Third party auditors are leveraged to provide a final assessment of the control framework for the company and validate that MicroStrategy is executing controls as documented MicroStrategy Cloud Security maintains the security policy provides securitytrainingto employees and performs application security reviews These reviews assess the confidentiality integrity and availability of data as well as conformance to the information security policy MicroStrategy performs weekly internal vulnerability scans of the MicroStrategy Cloud environment as well as quarterly comprehensive external scans of the MicroStrategy Cloud environment and a yearly penetration test Customers may request to conduct their own scans of the MicroStrategy Cloud environment as long as these scans are focused only on the customer s instances and do not violate MicroStrategy Cloud s Acceptable Use Policy The customer must request advanced approval for scans A customer may request permission by emailing Cloud microstrategy com Please provide atleast 30 days prior notice for any scanning activity DATA RETENTION amp DESTRUCTION POLICY MicroStrategy has a commitment to protect the assets provided by customers and partners One of the most critical assets is the data that is entrusted to MicroStrategy as part of the MicroStrategy Cloud Service MicroStrategy is committed to the protection of this data while under co
43. stance N Integrate gt gt Aggregate Deliver MicroStrategy Business Intelligence Services On Premises Data Integration 13 MICROSTRATEGY CLOUD DATA WAREHOUSE SERVICES SERVICE OPTIONS MicroStrategy Cloud Data Warehouse Services provides a tiered set of relational database capabilities designed for data warehousing and configuredto support customer data analysis requirements The MicroStrategy Cloud tea m offers thetiers of service required by a customer based on a number of factors These factors include database size database growth projections performance requirements disaster recovery and SLA security encryption and other dynamics Analysis to determine the appropriate tier of service is typically performed during the analysis phase ofthe customer engagement Customer input will be taken into account when selecting tiers and database vendors but MicroStrategy reserves the right to determine the data warehouse platform for customer applications The following tiers of service are available e Basic Edition The basic edition is the most cost effective option designed for s mall scale data warehouse solutions This solutionis designed to support a maximum data volume of 1 TB This option features a low compute to storage ratio a low memory to storage ratio and standard disks e Performance Edition Based on a standard data warehouse appliance offering from a leading analytical database vendor this option deliver
44. t the network layer Onlyinformation such as connection source and destination IP and ports canbe seen Firewall logs are mixed among the different customer environments MicroStrategy requires five business da ys to fulfill any customer request for access to firewall logs for their environment These requests will be performed ona time and materials basisto prepare logs specific to the customer s environment It is not technically feasible to separate customer logs at the network evel Application logging is performed on a case by case basis Logs are retained for twelve months PHYSICAL SECURITY The MicroStrategy Cloud Platform infrastructure is operated in co located data centers The data center provides an array of controls monitoring tools and physical intrusion detection systems to provide controlled access to systems The data centers are operated by a third party operator and designed to provide physical security of IT assets The data centers are staffed 24 hours a day 365 days a year The data centers are built in low profile buildings with no signage andhigh grade security features The centers are designed to prevent unauthorized access andtrack authorized access to the center The MicroStrategy data center partner uses a patented multi level security tracking system using a five layer approach to control physical access Access to the data centers is by appointment only Once inside biometric hand readers sign in procedure
45. tegy com You can request additional domains for your company at additional charge to cover the cost of security certificates required to support the domain Contacta MicroStrategy Cloud expert for questions regarding custom domain mapping to a custom URL suchas cloudBI yourdomain com ACCESSING THE MICROSTRATEGY CLOUD Upon handoffof the MicroStrategy Cloud environment designated customer representatives are provided a specification document outlining items related to their service This document includes the configuration and connectivity details required to access their system MicroStrategy offers two options to access the Cloud Environment The first method establishes a VPN connection between a customer network and the MicroStrategy Cloud With this method the MicroStrategy Cloud servers are not exposed directly to the Internet and appear as a set of machines on your private intranet The second method allows the MicroStrategy Cloud servers direct access to the public Internet This method is implemented upon customer request By default web connectivity is set up using SSL HTTPs SSL HTTPS Customer VPC Customer 2 y Web Mobile a Transactions al B8 Intelligence Server i R lt Public Internet gt SS MicroStrategy Mobile Customer 3 au 4 Cache or Web Users f gt iCubes dll y lt Metadata Clustered for dynamic Database SS scalability Customer n
46. the data center location You are responsible the handling a nd processing notices sent to you or any of youraffiliates by anypersonclaiming that Your Content violate such person s rights including notices pursuant to the Digital Millennium Copyright Act You areresponsible for properly configuring and using the Service Offerings a nd taking your own steps to maintain appropriate security protection and backup of Your Content which may include the use of encryption technology to protect Your Content from unauthorized access and routine archiving Your Content MicroStrategy Cloud Platform log in credentials and private keys generated by the Services are for your internal use only and youmay not sell transfer or sublicense them to any other entity or person except that you may disclose your private key to your agents and subcontractors performing workon your behalf CONFIGURATION MANAGEMENT To validate network and infrastructure integrity appropriate patch management protocols of integrated third party products will be observed MicroStrategy Cloud operations managers subscribe to automatic notifications for patches that are released by major vendors such as Microsoft RedHat Cisco etc In addition MicroStrategy Cloud operations managers will check periodically for patches and rel eases that may be unannounced MicroStrategy will assess whether a released patch is aservice pack feature upgrade or security patch to establish the priority of deploy
47. the features from MicroStrategy support are available to MicroStrategy Cloud customers including e Access to the MicroStrategy Knowledge Base for technical andtroubleshooting documentation e Access to the MicroStrategy Discussion Forums inwhich customers participate in open discussions and share best practices e Access to on line case logging through the MicroStrategy support site BUSINESS AND SUPPORT OPERATIONS MicroStrategy is headquartered in Tysons Corner Virginia with the Cloud Services run out of multiple geographically dispersed locations including Ashburn VA Data Center Seattle WA Data Center Beginning Q2 2013 Slough England Data Center Tysons Corner VA Operational Support Chiswick England Operational Support Warsaw Poland Operational Support Hangzhou China Operational Support SUPPORT LIAISONS Support liaisons areindividuals designated by the customer intheirlicense or maintenance agreement as a point of contact with MicroStrategy s support personnel Technical Support services may only be obtained by support liaisons The support liaisons maintain ownership of issues escalated into MicroStrategy Technical Support and as such case related communication is conducted with these named individuals Your support agreement with MicroStrategy provides fora set number of support liaisons that are authorized to contact MicroStrategy Technical Support Additional support liaisons canbe acquiredthrough the
48. the responsibility of the customer MicroStrategy customers are alsoresponsible for implementing security as part of the ETL process If encryption or additional data security is required as part of the transformation process the customer is responsible for implementing security practices as part of their designandimplementation MicroStrategy personnel willhavelimited access to customer environments and data with only critical administrators and support person specifically granted access by the customer As a result customers are responsible for all data they place in the MicroStrategy Cloud Data Warehouse service TOOLS PARTNER MicroStrategy has partnered with Informatica to deliver data integration tools that support both ease of use and full featured transformations The services available include Informati ca s Power Center platform andcloud capabilities These capabilities can be used separatel y or be combined to support various data integration requirements Some of the Data Integrations services provided inthe MicroStrategy Cloud specifically the Informatica Cloud are provided by Informatica As a result our partner Informatica will be responsible for the management monitoring and maintenance of the Informatica Cloud meta data services MicroStrategy will have responsibility for the Informatica Cloud agent services which are maintained within the MicroStrategy Cloud customer environment 11 The MicroStrategy Cloud Data Integration
49. tion recommendations These recommendations are used to tune the overall environment and establish the recommended default setting for new environments being set up inthe cloud Because each set of customer requirements and applications is different MicroStrategy Cloud Engagement Managers meet with customers to review their requirements prior to implementation and configuration of an environment Based on this analysis additional optimization settings may be applied As a premium service we offer an optional initial performance assessment whichincludes a series of tests that assess network performance between the MicroStrategy Cl oud and your database This assessment identifies specific optimizations to improve performance SERVICES By default customers are responsible for the design devel opment change control and logical administration of the data warehouse including data modeling creation of datastructures and the tasks related to developing projects reports and documents In addition application performance tuning and optimizations are the responsibility of the customer If desired MicroStrategy Professional Services can be contracted to provideor assist with system tuning Data loading quality and cleansing are responsibilities of the customer MicroStrategy offers various Data Integration service options to load and validate data inthe customer environment Please contact your MicroStrategy Account Executive for more details DAT
50. very of our Cloud services The MicroStrategy Cloud controls are based on the Cloud Security Alliance control matrix As such MicroStrategy is able to map its controls to the most common industry control frameworks including COBIT NIST 1S027001 2 PCI HIPAA etc An industry leading third party is responsible for the monitoring and Level 1 escalation within the MicroStrategy Cloud environment This firm operates NOCs around the worldand offers complete 24x7 environment and security monitoringservices as well as a highly tested and accepted set of controls for monitoring and managing solutions such as ours MicroStrategy Cloud operates from a co located data center MicroStrategy personnel manage Level 2 and Level 3 escalations Our hardware and software partners inthe MicroStrategy Cloud initiative also provide Level 3 escalationcoverage 20 MicroStrategy Cloud Platform Policies and Service Level Agreement February 21 20132 21 2013 Change management and patch management audit trails are captured for changes implemented within the Cloud infrastructure and customer environments NETWORK SECURITY MicroStrategy has architected the Mi croStrategy Cloud Secure Connectivity MCSC infrastructure to esta blish secure connectivity between the MicroStrategy Cloud infrastructure the customer s data center and devices The MCSC provides a secure connection between MicroStrategy and the customers network forthe MicroStrategy Cloud environment to
51. whichanalytics solutions are builtand delivered withinan organization They are designed to provide customers an environmentto host transform analyze and report data through the MicroStrategy Business Intelligence framework and cloud hosting services The services offering provides a menu of data warehouse data integration and reporting capabilities As subscribers to the MicroStrategy Cloud Platform customers are required to use the Business Intelligence Services but the other Platform Services are available as options The MicroStrategy Cloud is centered on the MicroStrategy Business Intelligence Services It provides customers access to the MicroStrategy Business Intelligence products as a hosted cloud service Customers canselect froma list of product options whichare hosted ona shared infrastructure MicroStrategy Cloud Data Warehouse Services MCDW provides access to relational database capabilities A tiered set of services are available from small transactional databases to complex enterprise data warehousing environments The MicroStrategy Cloud Data Integration Service MCDIS is designed to move data into the MicroStrategy Cloud Data Warehouse environment The service provides capabilities that support data acquisition from varied multiple data sources including data extraction validation transformation and loading PRIMARY CONFIGURATION OPTIONS There are two primary configuration options with MicroStrategy Cloud The firsti
52. wn custom business i ntel ligence and mobile applications using the Business Intelligence Services This development can be performedthrough their own internal development resources third party consultingservices or MicroStrategy Professional Services While customers are able to focus on developing solutions that provide business value the MicroStrategy Cloud service provides the monitoring management and optimization of the Business Intelligence environment Customers are ableto configure various components of their cloudenvironment or work withthe MicroStrategy Cloudteam to set configuration values The table bel ow breaks down major categories of services and activities related to management of a MicroStrategy Cloud Platform environment Premium services are available for an additional charge Optional managed services are delivered by MicroStrategy s Professional Services organization and are not part of the standard MicroStrategy Cloud Platform offering Cloud Platform Customer Optional Managed Service Team Support Responsibility Services Administration Managing MicroStrategy Groups and Users Y Controlling access to application functionality Controlling access to data Monitoring user access Maintaining caches Maintaining Intelligent Cubes Maintaining History Lists Scheduled administrative services Maintaining report schedules and subscriptions Administering report delivery Distribution Services Administering report
53. work environment that does not tolerate unlawful discrimination harassment retaliation or violence andrequires adherence to the Federal Drug Free Workplace Act and applicable environmental health and occupational safety laws and regulations EQUAL EMPLOYMENT OPPORTUNITY MicroStrategy maintains policies for equal opportunity and advancement for qualified individuals without distinction or discrimination based on age race color religion creed sex including pregnancy childbirth or related medical conditions marital or family status national origin ancestry physicalor mental disability medical condition veteran status sexual orientation or anyother consideration prohibited under applicable law BACKGROUND SCREENING MicroStrategy conducts pre employment background screening on all applicants for employment As permitted by law MicroStrategy also conducts background screening on current employees who hold certaindesignated positions as circumstances warrant Such background screening is donein accordance with applicable federal state and local laws ETHICAL STANDARDS MicroStrategy is committed to upholding the integrity of the company through ethical business practices Ethical conduct on thejob is simply a matter of dealing fairly and honestly with MicroStrategy fellow employees customers suppliers competitors investors and the public MicroStrategy employees are expected to avoid any actionthat results inor gives the app
54. y between you and the MCDWS environment The MicroStrategy Cloud team will assist in reviewing the options to help determine the tiers of service that would be required to support customer needs Customers that opt to maintain their data integrations olutions on premises can use these solutions alongside MicroStrategy Cloud as long as proper connectivity between the customer networkand MicroStrategy can be established MICROSTRATEGY CLOUD AND CUSTOMER RESPONSIBILITY MicroStrategy provides management monitoring and physical environment administrative functionality for the data integration capabilities The administration offerings include environment setup configuration monitoring as well as additional services designedto maintain high availability ofthe data integration environment MicroStrategy is responsible for managing the physicalimplementation of the Data Integration Services and restricts access to the server instances running the dataintegration services As part of the warehouse services MicroStrategy manages patching the environments at the server a nd database level MicroStrategy customers are responsible for logical administration and development of data integration transformations tasks andj obs in the MicroStrategy Cl oudincluding development of ETLtrans formation data profiling data quality and validation managing schedules and monitoring of ETLprocess execution In addition ETL performance tuning and optimizations are
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