Managed Cloud Services and SLA Description
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Axway Cloud Services
Axway Managed Cloud
Services and SLA Description
Version 7.0.0 of May 10, 2019
Status: Released
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Document History
Version Date Update Origin Written by Verified by
6.0.2 13 Apr 2017 Update general terms Axway Axway
6.1.0 01 Dec 2018 Updated terminology Axway Axway
7.0.0 10 May 2019 Updated descriptions Axway Axway
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Summary
1. Introduction 6
1.1. Overview 6
1.2. Reference Documents 6
1.3. Key Definitions 6
2. Overview Axway Managed Cloud model 9
2.1. Axway Managed Cloud Services Platform Model 9
2.2. Service Level Agreement (SLA) levels 9
2.3. Axway Managed Cloud Services layers 10
2.4. Managed Service levels 10
3. Axway Managed Cloud Service Description 11
3.1. Services included in the standard Managed Services levels 11
3.1.1. Platform Management 11
3.1.2. Dataflow Monitoring 12
3.1.3. Dataflow Management 13
3.2. Other activities included in the standard Axway Managed Cloud subscription 13
3.2.1. Initial Technical Setup (Build Phase) 13
3.2.2. Run Phase (subscription phase): 14
3.2.3. IaaS Hosting Partner for the Subscription Services 14
3.3. Managed Cloud Services – Infrastructure options 14
3.3.1. Choice of AWS Data Center 15
3.3.2. VPN Service 15
3.3.3. Certificate Service 15
3.3.4. Encryption of the Hosting Layer 15
3.4. Additional Implementation Services 16
3.5. Service Catalog 16
3.5.1. Service Catalog Introduction 16
3.5.2. Working period for Service Catalog Items 16
3.5.3. Fixed Price Service Catalog 17
3.5.4. T&M Service Catalog 18
3.5.5. Delivery of Multiple Items 18
3.5.6. Adding to the Service Catalog 19
3.5.7. Warranty Period 19
3.5.8. Purchasing options 19
3.6. Activity Outside Scope 19
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3.7. Customer requested infrastructure and solution rules 20
4. Usage and reporting 21
4.1. Components of the Standard Axway Managed Cloud Service Offering 21
4.1.1. Level of usage of the solution and services 21
4.1.2. Subscription Term 21
4.1.3. Usage for production environments 21
4.1.4. Calculation of Excess Use (overage) 21
4.1.5. Usage for non-production environments 22
5. Organization and Functions in Axway Managed Cloud Services 23
5.1. Axway Managed Cloud Services Support Organization 23
5.1.1. Helpdesk: Support Level 0 23
5.1.2. Cloud Service Desk: Support Level 1 23
5.1.3. Cloud Operation Desk: Support Level 2 24
5.1.4. Cloud Solution Management: Support Level 3 24
5.2. Global organization 24
5.2.1. A global organization 24
5.2.2. Language and description of incidents, request and information 25
5.3. Axway Roles and Responsibilities 25
5.3.1. Customer Success Manager 25
5.3.2. Technical Operation 26
5.4. Governance 26
5.4.1. Steering committee 26
5.4.2. Status meeting (Optional service) 27
5.5. Axway Cloud Functions and Processes 27
5.5.1. Audits 27
5.5.2. Maintenance 27
5.5.3. Security Management 28
5.5.4. Software Platform Monitoring 29
5.5.5. Technical Infrastructure Management 29
5.5.6. Backup and Restore Management 29
5.5.7. Archiving Management 30
5.5.8. Capacity & Availability Management 30
5.5.9. Disaster Recovery (DR) 30
6. Standard Service Level Agreements Description 31
6.1. Incident Management 31
6.2. Summary of Services by SLA Level 31
6.3. SLA Exclusions 32
6.3.1. Incidents Originated by the Customer or Partners 32
6.4. Service Quality Indicator (SQI) 32
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6.4.1. Incident Indicators 33
6.4.2. Service Indicator 35
7. Restrictions specific to certain analytical functions 38
7.1. Analyzes data from application users ("App Users") 38
7.2. Data related to the usage of the product 38
7.3. Customer Privacy Policy 38
7.4. USE OF AXWAY CLOUD SERVICES ("ACS"). 38
7.5. USE OF AXWAY PERFORMANCE MANAGEMENT SERVICES ("APMS") 39
7.5.1. Use 39
7.5.2. Data 39
7.5.3. Confidentiality 40
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1. Introduction
1.1. Overview
This document describes the services delivered by Axway to its customers and the service levels offered
for Axway’s Managed Cloud Services offerings.
1.2. Reference Documents
Document reference Description
Order Form Describes the terms and conditions specific to each customer,
including the price of the services.
Subscription Schedule Describes the details and parameters of the provided services,
specific to each customer
Axway Subscription General
Terms and Conditions
Describes general terms and conditions of Axway Subscription
Services
Axway Support Policy and
Procedures
Describes the policy and procedures for handling of technical
inquiries.
Axway Cloud Security Statement Describes Axway Cloud security policy and best practices set
by Axway.
1.3. Key Definitions
Terms Definition
Build Phase The Build Phase starts on the Effective Date of the Agreement
and ends on the Subscription Commencement Date or at the
end of a related implementation project.
Unless otherwise defined in the Order Form, only non-
production environments are provided during the Build Phase.
The Build phase corresponds to the provision of non-production
environments to Axway Professional Service teams or to
Customer teams.
There is no Service Level commitment during this phase.
Subscription Commencement Date Unless otherwise defined in the Order Form, the Subscription
Commencement Date is the first day of the month in which the
platform for the first environment is available in the Axway
Cloud environment.
The Subscription Commencement Date is not linked to:
• deployment of configuration on the production platform,
• any activity or usage of the services deployed in production
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Subscription Phase
(or Run Phase)
The Subscription Phase starts on the Subscription
Commencement Date and ends on termination of the
agreement.
Duration of the contract The duration of the contract starting from the signature date
and ending on termination of the agreement. The duration
includes the Build phase and the Subscription phase.
Cloud Operations Guide (COG) Document prepared jointly by Axway and the Client describing
the means and the organization to setup for operating the
Axway Managed Cloud Service in order to achieve agreed
service levels.
Support Availability Set business hours and on-call terms during which Axway
Managed Cloud Support is available to work on incident tickets.
Platform “Software Platform Management Services“ described in
chapter 2.3
Named Customer Contacts Resources identified in customer organization who:
• Have the ability to create tickets with Axway,
• are a point of contact to share and provide information for the resolution,
• can take action on behalf of Customer,
• have the ability to change and validate status of tickets
• have the ability to send requests for additional services or
order Service Catalogue Items
Response Time See definition in Axway Support Policy and Procedures.
Restore Service Time See definition in Axway Support Policy and Procedures.
Business Hours
(Used for SLA calculation)
These are the applicable business hours for the Response Time
and Restore Service Time measurements.
The specific hours and time zone are specified in the
Subscription Schedule in alignment with Customer’s business.
Business Hours for Service
Requests
Business hours during which service request activities for the
items listed in the additional Managed Services are conducted.
Business Continuity Business continuity aims to continue the Axway Managed Cloud
Service with minimum possible disruption and ensures the
availability of services and data regardless of the problems.
Disaster Recovery is a component of business continuity.
Disaster Recovery Ensures, in case of major crisis in the primary processing
location, the reconstruction of the solution and restoration of
services supporting the Customer’s activities in another
processing location.
Two (2) measurements commonly used in disaster recovery
are defined as:
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• Recovery Time Objective (RTO): the maximum duration of
time within which platform availability must be restored
after a disaster.
• Recovery Point Objective (RPO): the maximum period in which data might be lost from the service.
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2. Overview Axway Managed Cloud model
Axway Managed Cloud Services are provided as customer-dedicated cloud-based Managed Services
offering. The Managed Services per solution are providing defined functionality which are covered by a
selected Service Level Agreement (SLA) level.
The deployment architecture is well-defined per available SLA level, in order to satisfy the committed
availability. The Customer does not have any influence on the given deployment architecture. Axway
may change or enhance the architecture without notice or modification to the contract.
2.1. Axway Managed Cloud Services Platform Model
Axway Managed Cloud Services are provided per Customer as dedicated, single-tenant, Virtual Private
Cloud (VPC) deployment.
The technical environment is dedicated to the Customer and isolated from all other customers. Axway is
responsible for the technical architecture and its components.
All licenses and technical infrastructure are owned by Axway and are made available to the Customer in
a subscription model. The Customer has a right to use the services implemented and operated by Axway
in accordance with its commitments.
Axway leverages a centralized set of management tools for access control, service and security
monitoring, and maintenance.
2.2. Service Level Agreement (SLA) levels
The following diagram illustrates the different SLA levels.
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2.3. Axway Managed Cloud Services layers
The Axway Managed Cloud Services are composed of the following layers:
• Hosting layer: Infrastructure and all technical elements (e.g., server, network, database,
operating system, middleware).
• Application layer: Axway software installed and running on the hosting layer, including Axway
monitoring, supervision and security management tools.
• Solution layer: Technical and business configuration of the solution according to the specific
business and operational requirements of the Customer.
• Traffic layer: Data that is dynamically processed by the Solution layer configuration and all
related runtime operations.
2.4. Managed Service levels
There are three (3) incremental levels of Managed Services allowing different levels of delegation from
the customer to Axway:
• Platform Management: Platform as Managed Service by Axway, customer responsible for
configuration, monitoring and management of all data flows and incidents on the solution and
traffic layer
• Dataflow Monitoring: Platform Management + Incident Monitoring provided by Axway, customer
responsible for data configuration and management of all data flows and incidents on the solution
and traffic layer
• Dataflow Management: fully Managed Service with full delegation to Axway for all 4 layers
Based on Customer’s needs for management and administration of the Services, Axway will propose one
of the three Managed Services levels. The selected level is specified in the Subscription Schedule.
Details about these Managed Service levels and other Services are described in the following chapter.
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3. Axway Managed Cloud Service Description
This chapter describes
• The services included with standard Axway Managed Cloud subscriptions.
• Optional services offered with a subscription model.
• Additional services and Services catalog.
• Exclusions and limitations.
3.1. Services included in the standard Managed Services levels
Axway performs a set of standard tasks for all its customers on the four (4) layers of the cloud stack
(Traffic Layer, Solution Layer, Application Layer, Hosting Layer, defined above in 2.3), to ensure the
availability of the service and the quality of the related processes. Many of these tasks are accomplished
in the background and with no downtime for the service.
For further details about activities and responsibilities between Axway and Customer for the different
Managed Services levels please see also the separate document “Axway Managed Cloud - Activities and
Responsibilities”.
3.1.1. Platform Management
Axway is responsible in partnership with its hosting provider for all build, monitoring, and maintenance
operations for the equipment required as part of the service platform (Hosting + Application layer).
• Axway manages the underlying platform (infrastructure and application layer), covers all related
operations and administration tasks, and ensures the service is up and running (available).
• Customer remains responsible for the overall management of all configuration and data processing
on Solution and Traffic layer.
• Within the boundaries of the Axway product User Interfaces, the Customer keeps the full
responsibility (self-service) for all development, configuration (BUILD) and runtime data processing
(RUN) activities – meaning, all activities on Solution and Traffic layer.
• Customer can optionally buy configuration and implementation services via a well-defined Service
Catalog or as individual Project Service via a separate Statement of Work (SOW).
• Axway is responsible for monitoring and fixing of all issues on the Hosting and Application layer.
• For issues on the solution and traffic layer the Customer can raise support requests with Axway, for
assistance.
• Customer remains responsible for business and functional issues, as well as for communication
with its internal and external trading partners.
• Axway is responsible for all maintenance on Hosting and Application layer.
• Regarding application maintenance, Customer is responsible for all related validation and any
required adaptation on Solution and Traffic layer.
• Axway is responsible all support of Hosting and Application layer.
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• Axway is responsible for 3rd level support for the Traffic and Solution layer, supporting the
customer.
• Error on the services or components developed, configured, modified or deployed by Customer:
Axway can only inform the Customer of the error. Axway does not have detailed knowledge of
these items and their context, therefore Axway is not able to take the appropriate steps and
engagement to solve this type of incident. In the case of services or components developed,
configured, modified or deployed by the Customer, Axway will be able to alert or detect errors only
if those services or components are configured to be detected by Axway’s monitoring tools.
3.1.2. Dataflow Monitoring
• Axway manages the underlying platform (infrastructure and application layer), covers all related
operations and administration tasks, and ensures the service is up and running (available).
• Customer remains responsible for the overall management of all configuration and data processing
on Solution and Traffic layer.
• Axway also monitors the Traffic layer and notifies the Customer proactively about any incidents.
Axway will not analyze the cause of the issue and not take any corrective actions.
• Within the boundaries of the Axway product User Interfaces, the Customer keeps the full
responsibility (self-service) for all development, configuration (BUILD) and runtime data processing
(RUN) activities – meaning, all activities on Solution and Traffic layer.
• Customer can optionally buy configuration and implementation services via a well-defined Service
Catalog or as individual project services.
• Axway is responsible for monitoring and fixing of all issues on the Hosting and Application layer.
• Axway is also monitoring the Traffic layer for issues and will proactively notify the Customer about
any incidents.
• For issues on the solution and traffic layer the Customer can raise support requests with Axway, for
assistance.
• Customer remains responsible for business and functional issues, as well as for communication
with its internal and external trading partners.
• Axway is responsible for all maintenance on Hosting and Application layer.
• Regarding application maintenance, Customer is responsible for all related validation and any
required adaptation on Solution and Traffic layer.
• Error on the services or components developed, configured, modified or deployed by Customer:
Axway can only inform the Customer of the error. Axway does not have detailed knowledge of
these items and their context, therefore Axway is not able to take the appropriate steps and
engagement to solve this type of incident. In the case of services or components developed,
configured, modified or deployed by the Customer, Axway will be able to alert or detect errors only
if those services or components are configured to be detected by Axway’s monitoring tools.
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3.1.3. Dataflow Management
• Customer delegates the full management of the solution (configuration/BUILD and data
processing/RUN) to Axway.
• Axway is responsible for the Platform Management incl. all related operation and administration,
BUILD of the Solution layer and RUN operations of the Traffic layer, and the Customer cannot
access or modify them!
• The monthly subscription fee covers all Platform Management and RUN operations activities. BUILD
activities will be quoted and charged separately.
• Customer must request all BUILD activities, and esp. the initial implementation or transition project
from Axway, which will have to be defined in a separate Statement of Work (SOW).
• For ground-to-cloud transitions, existing configuration might be taken over. Axway Professional
Services will perform a configuration and code review, and perform required adaptations, as part of
a separate Statement-Of-Work.
• Customer can buy additional configuration and implementation services via a well-defined Service
Catalog or individual project services.
• Axway is responsible for monitoring, fixing, and escalation of all issues delegated to Axway
regarding Customer’s use of the services.
• Customer remains responsible for business and functional issues, as well as for communication
with its internal and external trading partners.
o Regarding functional or business errors Axway will inform the Customer of the error.
Axway does not have responsibility for addressing these items. Axway does not have
detailed knowledge of these items and their context, therefore Axway is not able to take
the appropriate steps to solve this type of incident.
3.2. Other activities included in the standard Axway Managed Cloud subscription
3.2.1. Initial Technical Setup (Build Phase)
The Axway Managed Cloud Service includes set up of the Customer’s environment and integration into
the Axway cloud platform. The setup tasks vary based on Cloud Managed Services level and Cloud
Platform Model and on the selected SLA. They may include:
• Architecture and provisioning for each environment
o Hosting layer
o Application Layer
• Network configuration
• Security setup
• Backup and snapshot configuration
• Integration of Customer environment into Axway Global Cloud environment
o Technical configuration of monitoring tools
o CMDB configuration
o Documentation setup
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o Cloud team setup and organization
3.2.2. Run Phase (subscription phase):
In any case, Axway performs the following tasks and activities during the Run Phase on hosting and
application layer:
• monitoring systems and control processes for availability of services
• manage technical incidents and problems
• manage backup and restore
• manage network and system access
• reporting tools
• capacity management
• release management
• change request management
• for the production environment
o standard reporting for SLAs and billing
o optional Disaster Recovery (DR) service: one (1) DR test per year, if applicable
3.2.3. IaaS Hosting Partner for the Subscription Services
a. IaaS hosting partner
Axway operates the Subscription Services on the Amazon Web Services (AWS) hosting platforms. This
operator guarantees both safety and availability necessary to meet the requirements agreed between
the parties. Additional information on this partner are available on request.
b. Geographical positioning data
Axway selects the Datacenter and architecture level for the "Software Platform Management Level". The
Subscription Services and data hosting will be performed from the European Datacenter Amazon AWS
chosen by Axway.
The default AWS Datacenter used by Axway are listed in the Subscription Schedule.
Optionally and on Customer’s request specified in the Subscription Schedule, the Subscription Services
and data hosting may be performed from another AWS datacenter.
3.3. Managed Cloud Services – Infrastructure options
In addition to the standard Subscription Services of the Cloud Offering Models described in chapter 2
above, Customer can customize the Services with optional Subscription Services. The optional
Subscription Services subscribed by the Customer will be specified and detailed in the Subscription
Schedule.
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3.3.1. Choice of AWS Data Center
The Axway Managed Cloud Service is configured in a single AWS Region in one of the default regions, or
as specified in the Subscription Schedule.
Optionally and on Customer’s request, the Subscription Services and data hosting may be performed in
any of the AWS regions.
3.3.2. VPN Service
Axway can provide optional dual VPN tunnels to connect the Customer network to the Axway Managed
Cloud Service. This service includes monitoring of the VPN link to detect issues on the line.
Axway is responsible for the connection point to the Axway infrastructure (SLA). Axway is not
responsible:
• For the customer or partner connection point.
• Availability of the network (internet / extranet) between the customer / partner and Axway.
The technical setup is limited to the configuration of the VPN on the Axway side.
The customer is responsible for the configuration of the VPN link in its IT infrastructure.
The VPN connection is made over the Internet.
3.3.3. Certificate Service
In the event the Customer or one of its partners requests the usage of an SSL certificate from a certificate
authority (CA), Axway may provide one or more certified certificates to the Customer for the exclusive
use of the Cloud Axway services. The default offering is to provide self-signed certificates.
Certificates provide by Axway are the exclusive property of Axway.
Unless explicitly requested by the Customer three months in advance, the certificates are automatically
renewed per the duration or period of validity until the end of the contract.
3.3.4. Encryption of the Hosting Layer
Depending on Customer’s security constraints, it is possible to encrypt the Hosting Layer. Axway uses
services offered by AWS to perform encryption. Axway manages the keys which are stored in a secure
place at AWS. Axway recommends that all data in motion be restricted to secure protocols. Any
exceptions to this must be approved in writing.
Encryption of the Hosting Layer as well as the keys are managed based on the services provided by
AWS. Encryption only covers Axway’s Virtual Private Cloud (VPC) and the data in Axway’s VPC and does
not cover:
• Environment external to AWS or Axway.
• AWS network between the internet and the Axway VPC
For further details on the EBS Encryption option, please refer to AWS’ documentation available at:
http://docs.aws.amazon.com/AWSEC2/latest/UserGuide/ec2-ug.pdf (chapter titled Amazon EBS
Encryption)
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3.4. Additional Implementation Services
The scope of Additional Professional Services for the Service Management Level is highly adaptable to
the needs of the Customer.
Business or Functional Configuration and Migration Project
Once the technical environment is available (during Build Phase), the functional configuration and
migration project is executed as a separate project, detailed either in a separate professional services
contract or statement of work, or described in the Cloud Services Subscription Schedule.
3.5. Service Catalog
3.5.1. Service Catalog Introduction
Axway Managed Cloud Services offers standard items to enhance the solution such as adding or
modifying data flows. Service Catalog items associated with the solution are not included in the Managed
Cloud subscription fees. The Customer authorizes specific personnel to order from the Service Catalog.
The list of personnel authorized to order from the Service Catalog is specified in the Quality Assurance
Plan.
Axway reserves the right to revise the prices of various items on an annual basis to take into account
the actual expenses incurred.
3.5.2. Working period for Service Catalog Items
The requests for Service Catalog items will be processed during business hours. Business hours are
Monday – Friday, 8 AM To 5 PM, with exception of local bank holidays, for the Axway Cloud location
operating the Service or as specified in the Order Form. The time zone is specified in the Order Form.
Extended service hours will result in additional fees and will be specified in the Order Form.
• In case of a Customer request which Axway must perform outside business hours (except
production deployment activities) a premium of:
o 50% during the week (Monday to Friday),
o 100% for weekends (Saturday and Sunday) and holidays,
o will be applied to the service items ordered.
• If Customer requires rushed delivery, a premium of:
o 30% to reduce the duration of delivery by 20% or less
o 60% to reduce the delivery time by over 20%
o 100% to begin development no later than next business day.
Axway may not be able to perform these requests outside of business hours or on a rushed delivery
schedule and will inform Customer of such constraints.
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3.5.3. Fixed Price Service Catalog
The service items defined in this Services Catalog:
• Correspond to a standard development or operational task
• Fees are applied at a flat rate
a. Definitions
Terms Definition
Validation Time Maximum duration for Axway to:
• validate documents provided by the Customer,
• validate the completeness of documents
delivered by Customer,
The Validation period starts:
• After validation by the Customer of the
commercial proposal of items ordered.
• Customer has provided all necessary documents for development. This validation
also validates the adequacy of the proposed services with the documents provided
Development Time Maximum duration for Axway to provide the items ordered in
Test or (optionally) Pre-production environment for the
Customer to test and validate the service items delivered.
The development starts after validation by Axway of delivered
documents.
b. Tasks included in the fixed price Service Catalogue
Development related activities carried out by Axway:
• Understanding specifications provided by the client
• Development articles based on specifications
• Unit tests only based on test data provided by the customer.
Axway does not develop test data because Axway does not have complete and specific knowledge of the
customer business or context and cannot ensure the relevance of Axway test data.
• Deploy in test environment for validation by the client and/or partners.
• Support to the client during testing
• Fix issues - Any issues
requiring development or change of specifications may be charged to the customer
• Preparation of Axway Change Request for production deployment
• Deployment to production.
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c. Tasks and activities excluded in the fixed price Service Catalog
By default, unless specifically described in the Order Form, the following tasks or activities are excluded:
• Interaction with users or customer partners to define specifications
• Write specifications for the customer
• Create test cases/plan
• Validation on behalf of customer for production deployment
• Coordination with users and customer partners for acceptance testing and deployment.
3.5.4. T&M Service Catalog
The purpose of the T&M Service Catalog is to provide relevant expertise to address the following services:
• Assistance and consulting related to the subscribed services
• Help in problem solving
The service catalog cannot be used in the following cases:
• Provision of a consultant (means of engagement, full or part) for services not related to the order
form,
• Services provided by Axway Training and skills transfer.
• Development of items available at the Fixed price Service Catalog
These Services items are billed based on time spent either in local currency or in Service Unit Points.
Consultant profiles are:
Profile Description
Cloud Consultant Performs all service work, system integration, installation,
specification. Participates in the development and
implementations from simple to complex solutions or services
Cloud Architect Expert in architecture, design and audit
Cloud Principal Expert in technical and/or business domain. Conducts audits and
implementation and consulting services
Cloud Delivery Manager Project management. Ensures the proper performance of the
services within the contractual framework defined with the
customer
3.5.5. Delivery of Multiple Items
If the Customer orders several service items from the service catalog, Axway reserves the right to
coordinate a delivery schedule based on business priorities and workload instead of the specified
development times. Axway and Customer will validate the delivery schedule.
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3.5.6. Adding to the Service Catalog
In case of new requirements not covered by the service catalog, Axway will prepare a proposal of services
that cover the necessary work to implement the service. In cases where this need would be repetitive,
Axway may incorporate this service into the service catalog.
3.5.7. Warranty Period
All service items delivered will be covered by a warranty period of 30 calendar days from the date of
delivery or production deployment. During this warranty period, in order to validate the quality of
development and the initial specifications, no SLA will be applicable and enforceable if the new services
cause these incidents or errors. This period will begin when data is processed using the newly deployed
solution to validate and verify compliance of this item.
The warranty period does not cover changes to the items delivered after the initial deployment.
3.5.8. Purchasing options
Axway offers two options to purchase the services listed in the Service Catalog:
• Order items from the service catalog on-demand. Fees are defined as "Purchase on demand".
o Billing of items ordered occurs at the end of the month
• Pre-pay for a pack of Service Units and use it during the subscription term.
o Each item is assigned a number of Service Unit points
o Each item ordered is deducted from the purchased pack of points
o All SU points not consumed at the end of the contract year are automatically carried
forward to the new year
o If the customer has consumed all SU points, additional SU points may be purchased.
o SU points remaining at the end of the contract are not eligible for refund.
3.6. Activity Outside Scope
List of activity outside the standard Axway scope
• Customer’s client or customer's partner: the customer will retain full responsibility for the
relationship with clients, vendors, and partners that interact with the Axway Cloud solution.
• Business management: the customer will retain full responsibility for the management and
resolution of business issues passing through the Axway solution.
• Licenses purchased by customer: Licenses owned and operated by the customer or another
vendor are not in the scope of the Cloud Agreement. They are governed by the license and
maintenance agreement between the customer and Axway and the Axway support policies located
at https://support.axway.com
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3.7. Customer requested infrastructure and solution rules
The customer (or Axway on request by the customer) may set up rules to block or reject certain
exchanges (for example: quota violation, security rules, or anti-virus). The rejection or blocking of an
exchange by such a rule becomes “normal behavior” of the solution and will not be considered as an
error. Consequently, the Axway Managed Cloud solution and support team will not manage specific alerts
or creation of tickets for those rejections and blockings. The rejection or blocking of the exchange will
only be visible through the logs provided by the cloud solution.
In the event that the Customer would like to be informed or to have additional information on these
rejections or blocking, Axway may provide:
• Additional services to enhance the cloud solution to retrieve information and create specific alerts.
Axway reserves the right to refuse or suggest alternatives to requests for changes if they are
incompatible with the standard cloud service or with cloud security rules.
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4. Usage and reporting
4.1. Components of the Standard Axway Managed Cloud Service Offering
4.1.1. Level of usage of the solution and services
When the Axway Cloud Subscription Service provides a tiered pricing structure based on use, then Axway
will provide monthly and quarterly reports showing the usage KPIs which define the tiers.
4.1.2. Subscription Term
This subscription term begins either when the first environment is delivered or at the end of the build
phase, depending on the approach specified in the Order Form. The total contract will include the
following phases:
a. Build Phase
The build phase is defined as the time from contract signing until the production environment is available.
There is no SLA commitment or penalty during the build phase. Some Axway Managed Cloud Service
Offerings are deployed very quickly and will not have a build phase. In this case the subscription phase
starts on the contract signature date.
b. Run Phase
The run phase begins when the production environment is available, even if there is no data being
processed. Any contracted Managed Services begin with the start of the Run Phase.
The invoice subscription terms are specified in the Order form
4.1.3. Usage for production environments
The regular usage and selected sizing tier for the Production environment(s) is specified in the
Subscription Schedule.
The usage for the Production environment is technically not limited. For usage beyond the subscribed
usage level (Excess Use), additional fees will be charged as defined in the Subscription Schedule (see
also below – Calculation of Excess Use).
The supported peak load per hour for Production environments is limited to 1% of the supported monthly
load of the selected sizing tier.
4.1.4. Calculation of Excess Use (overage)
Overage is calculated as follows:
• Note the usage of each main criteria and compare the value of the subscription tier chosen,
• Compute any overage related to these criteria for the subscription tier.
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• Compute the additional fees for the overage for the month as defined in the Subscription Schedule.
• Invoice terms are specified in the Order Form.
4.1.5. Usage for non-production environments
For non-production environments included in the subscription, Axway is providing single-node
deployments with a processing capacity and expected usage at 20% of the production capacity and
usage specified in the Subscription Schedule.
Optionally available Pre-Production environments are sized at the same level as Production.
In the event of an overage, Axway will charge the overage at the rate set in the subscription based on
the subscription tiers.
Non-production environments may not be used to process production data.
The storage period is limited to the default period defined in the Subscription Schedule.
Service commitments are not applicable on non-production environments.
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5. Organization and Functions in Axway Managed Cloud
Services
Axway organization and process are based on ITIL best practice and recommendation.
All Axway Cloud team members are certified on ITIL V3.
5.1. Axway Managed Cloud Services Support Organization
The diagram above summarizes the interactions between the different levels of support. Contact
information is provided in the QAP document delivered during the build phase of the project. Customers
with a Managed Services subscription will be provided with direct contact information to their support
team.
Two types of requests may be transmitted to Axway:
• Requests for change, configuration modification, or for information on the Cloud solution
• Incidents, which are recorded and supported globally by Axway in compliance with contractual
commitments
5.1.1. Helpdesk: Support Level 0
Calls to support start at Axway’s Global Support Center, where the call is prioritized and routed to the
Cloud Service Desk (Level 1). Customers may also submit incident and request tickets to Axway Cloud
via e-mail or the Axway web portal. Phone numbers for the Helpdesk can be found at:
https://support.axway.com/en/auth/contacts.
5.1.2. Cloud Service Desk: Support Level 1
The Cloud Service Desk has responsibility for ongoing monitoring of all production environments and
proactively addressing all alerts. This team also receives all incoming tickets. For routine responses,
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Level 1 addresses and resolves the ticket. Otherwise, Level 1 will identify the appropriate Level 2 team
and hand-off the ticket.
5.1.3. Cloud Operation Desk: Support Level 2
If the incident cannot be resolved by Level 1, this team identifies the exact source of the error and
implements the measures and necessary actions to restore the service as soon as possible. It ensures
the resolution of the incident and the management of problems when incidents are reclassified as
problems. Level 2 will engage or escalate to Level 3 when additional expertise is necessary.
This team implements standard service items defined in the service catalog.
5.1.4. Cloud Solution Management: Support Level 3
If an incident cannot be resolved by Level 2, it is escalated to Level 3 where the ticket is addressed by
solution expert teams within Axway. Level 3 includes experts in administration, tuning, design,
architecture and hosting of the solution.
Level 3 Support is responsible for coordinating with third party providers (internal or external such as
Amazon Web Services and Axway R&D) on behalf of the customer. In all cases, Level 1 Support will
coordinate with the Level 3 Support team on behalf of the customer and provide regular and timely
updates to the customer.
5.2. Global organization
5.2.1. A global organization
The Axway cloud organization is a global organization with cloud centers around the world (US, France,
Germany, Bulgaria, Romania, and India):
• providing 24 x 7 support
• pooling activities and expertise to ensure service levels are met
• local representatives to work with our customers.
The organization includes:
• A front office team located in France, Germany, or US consisting of the Delivery Manager and
senior Cloud experts,
• The Axway Service Desk is based in the United States.
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The organization described above is defined at date of signature of the proposal or the contract and may
change. It is given as an indication to the Customer and Axway reserves the right to revise this
organization without impact to the services provided or change to the contract.
The Customer acknowledges that all these teams can intervene to:
• Maintain operational services
• Restore Services
• Perform changes to the services
5.2.2. Language and description of incidents, request and information
As the Axway cloud organization is a global organization all written and oral exchanges or correspondence
should be in English to ensure optimal understanding, responsiveness and quality of resolution.
5.3. Axway Roles and Responsibilities
5.3.1. Customer Success Manager
The Customer Success Manager is accountable for delivery quality and the customer relationship:
• Verify that Axway meets its commitments to the Customer
• Oversee the Cloud Services being delivered to the Customer including incidents, requests, and
monitoring of the solution
• Deliver standard reports
• Organize steering committee meetings
• Address Customer requests for new services and changes to the existing services
The Delivery Manager on behalf and under the control of Head of Axway Cloud Department.
It is the global main point of contact with the customer but he can be helped by Run Manager or Build
Manager working under his authority.
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5.3.2. Technical Operation
The Technical Operations teams ensures the delivery of the subscribed services. These teams provide
• 3 levels of support: Service, Operation, Solution.
As part of the Managed Service, Axway will create and maintain the following deliverables:
• QAP
• Project Log (working document for regular status meetings)
• Monthly KPI Report
These teams are managed by the Run Manager and Build Manager under direction of the Customer
Success Manager. These managers are located in the Axway Cloud centers and may be in a different
region.
a. Run Manager
• Ensure incidents are properly managed based on commitments
• Manages verification and promotion of changes into production
• Interacts with customers about incidents, changes, and problems
• First escalation point
b. Build Manager
• Manages requests through the service catalog.
• Validates and promotes newly developed changes into production in coordination with the Run
Manager.
• Validates updates and patches to the Axway applications.
• Interacts with customers for all requests.
5.4. Governance
5.4.1. Steering committee
The Axway Managed Cloud Service includes a standard steering committee meeting on a regular schedule
which depends on the selected services and SLAs. In this meeting the following points will be discussed:
• Review KPIs since last steering committee
• New requirements since last steering committee
• Customer satisfaction since last steering committee
• Invoicing and payments
• Delivery of reporting documents
In cases when the parties decide to cancel a steering committee meeting, the Customer will receive the
reporting documents.
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a. Frequency
The standard schedule for steering committee meetings is
• quarterly for customers with Platinum and Gold SLA service levels
• and semi-annually for customers with the Silver SLA service level.
The meeting frequency is subject to project requirements as specified in the Subscription Schedule. As
an option a monthly steering committee can be subscribed by customer.
5.4.2. Status meeting (Optional service)
The status meeting is mainly applicable when Axway is performing Managed Services.
The status meeting facilitates the management of incidents, changes, and requests between the client
and Axway. Frequency of these meetings is specified in the Subscription Schedule.
5.5. Axway Cloud Functions and Processes
5.5.1. Audits
Axway contracts with a 3rd party to perform industry standard IT security and process audits such as
SSAE16 SOC1 and ISO 27001. The audits encompass the overall Axway Managed Cloud Service as well
as an examination of controls and evidence for customer environments. Axway will provide copies of the
certifications upon request. Further, Axway agrees to allow Cloud customers to perform an audit of the
Axway Managed Cloud Service and their own environment up to once per year at customer expense. All
further audit requests will be charged to the Customer on a time and materials basis.
5.5.2. Maintenance
In order to maintain the integrity of the Axway Cloud Service, regular maintenance activities must be
performed. Maintenance periods are excluded from all SLA calculations. Axway will use reasonable efforts
to perform maintenance outside of processing peak hours and minimize impact to customers.
• For Production environments: Customers will be informed of the preventive maintenance
scheduled, on the production environment, at least two (2) week in advance. Where possible, the
service changes that require downtime will be undertaken during periods of maintenance. A regular
maintenance window of maximum 4 hours / month will be coordinated by the Customer and Axway
before production go-live.
• For non-production environments Axway performs maintenance according to the Axway Cloud
schedule.
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5.5.3. Security Management
a. Security Management
Axway maintains a strong security posture in order to proactively maintain and protect the Cloud Service.
The security rules and policies are described in the “Axway Cloud Security Statement".
In addition, Axway continuously monitors and evaluates each of our vendors and partners to assure that
they maintain the quality and certifications required to mitigate potential risks related to the security of
the platform and its physical environment.
The Customer understands their security requirements and the Axway security posture and declares that
the Axway service meets the needs for internal security constraints with respect to commitments with
third parties.
Certified SOC 1/SSAE16 (SOC 2 for 2017)
Certified ISO9001
Certified ISO27001
Axway Cloud resources are certified on ITIL Foundations V3.
SOC 1/SSAE 16/ISAE 3402 (SAS 70 Type II)
SOC 2
FISMA, DIACAP, FedRAMP
PCI-DSS Level 1
ISO27001/02, ISO 27018
ITAR
FIPS 140‐2
https://aws.amazon.com/security/
https://aws.amazon.com/fr/compliance/pci-dss-
level-1-faqs/
b. Data Privacy policy
Axway will not use the data entrusted by Customer in any way except as required to deliver the service.
However, in the course of support, Axway or its partners may need to analyze customer data to validate
syntax. In this context, Customer allows Axway and its partners to carry out these analyses. Axway will
not, in any cases, modify the data or content unless expressly requested by Customer.
At the end of the Subscription Term, Axway will return the data belonging to the Customer and destroy
any copies it may still have.
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5.5.4. Software Platform Monitoring
Comprehensive monitoring of the platform is comprised of both automated monitoring and manual
monitoring.
a. Automated Monitoring
Business Activity Monitoring of key processes assures the achievement of SLAs. Moreover, the
appearance of bottleneck situations can be identified and addressed before they impact the service. As
part of the Axway continuous process improvement strategy, automated routines for monitoring are
being continually enhanced. Axway employs alerting mechanisms to ensure that errors are addressed
promptly.
b. Manual Monitoring
Automated monitoring will be verified by manual inspections of the application and regular inspection of
the solution according to Axway operations checklists.
The contents of these lists are based on
• the Cloud Business model
• the customer activity topology
The contents of these lists are updated based on
• changes and new services
• new releases of any component of the service
Any event detected by proactive monitoring triggers creation of a ticket and the incident management
process.
5.5.5. Technical Infrastructure Management
The Axway Managed Cloud Service includes full infrastructure management although facilities and some
operations may be provided by the Axway hosting partner.
As part of the delivery of services, Axway reserves the right to change its service delivery partners. If
this occurs, Axway will inform the customer and coordinate the transition.
5.5.6. Backup and Restore Management
Backup management is the responsibility of the Axway teams, although certain aspects may be
performed by the hosting partner. The backup plan will be issued during the initial project.
The management of:
• Backups and snapshots
• Restore
• Data integrity
Are performed by Axway using the service provided by our hosting partner (IaaS provider). These tasks
are performed automatically. Axway maintains full responsibility for all backup and restore actions.
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All backups are stored in an encrypted state.
Database is replicated real-time in Multiple Availability Zones for faster Recovery in case of site failures.
5.5.7. Archiving Management
Archived data and storage is designed to retain data for a specified period of time. Depending on the
requirements specified in the Subscription Schedule, data may be stored online or offline using resilient
storage provided by the hosting partner. Once the archive period is over the data is automatically
destroyed.
5.5.8. Capacity & Availability Management
Axway tracks a number of technical and business measures using standard monitoring tools, in order to
correlate:
• The usage of services over time
• The consumption of technical resources over time
Axway will adjust the capacity of the service to meet customer use.
The subscription price is based on use and the subscription tier. These subscription tiers take into account
the capacity adjustment required to maintain the service.
5.5.9. Disaster Recovery (DR)
Based on contract terms, customers with an optional Disaster Recovery (DR) service will have a separate
DR environment for their solution. This service is intended only in the case of a major disaster and cannot
be treated as a backup solution (backup services are addressed by Availability Management).
Customers opting in for DR services will participate in development of a separate document entitled
"Disaster Recovery Plan" in collaboration with Axway teams.
Declaration of a disaster is the sole responsibility of the Axway Cloud management team.
As standard, the features of DR are as follows. They may be modified if requested by the customer.
These changes will be subject to a financial assessment.
Description Objective
DR test frequency 1 test/year
Recovery Time Objective (RTO) Depends on the SLA
Recovery Point Objective (RPO) Depends on the SLA
Customers with no DR option in their contract and those in the Public Cloud model will be subject to best
efforts to restore the service in case of a major disaster.
If Axway cannot successfully complete the DR test within the SLA indicator, Axway will analyze the root
cause and perform another test within 60 days after the first test.
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6. Standard Service Level Agreements Description
6.1. Incident Management
The Axway Cloud incident management process follows the policies defined in Axway Global Support
Policy and Procedures.
6.2. Summary of Services by SLA Level
The table below provides a summary of the services associated with each SLA level.
Feature PLATINUM GOLD SILVER
Method to report tickets Phone / Web / Email
Class 1 tickets must be reported by phone(1)
Support Availability 24 / 7
Platform Availability (2) (3) 24/7 – 99.99% 24/7 – 99.9% 24/7 – 99.5%
Ticket Service SLA (3)
Class 1 – Critical
Class 2 – Urgent
Class 3 – Important
Class 4 – Minor/Info
MTTRespond
15 minutes
15 minutes
1 business day
1 business day
MTTRestore
4 hours
8 hours
2 business days
5 business days
MTTRespond
30 minutes
30 minutes
1 business day
1 business day
MTTRestore
6 hours
10 hours
2 business days
5 business days
MTTRespond
1 hour
4 hours
1 business day
2 business day
MTTRestore
1 business day
2 business days
6 business days
10 business days
Business Hour/day (4)
(considered for MTT SLA
calculations)
Monday to Friday
07h00 to 18h00
With exception of
local bank holidays
Monday to Friday
08h00 to 18h00
With exception of
local bank holidays
Monday to Friday
08h00 to 17h00
With exception of
local bank holidays
Time Zone (5) Default: Europe (CET/CEST) or US (MST)
DR (6)
RTO (Recovery Time Objective)
RPO (Recovery Point Objective)
Optional
4 hours
4 hours
Optional
8 hours
8 hours
Optional
24 hours
24 hours
Included environments
(Default)
1x Production
2x Development/Test
1x Production
2x Development/Test
1x Production
1x Development/Test
(1) Any Priority 1 ticket created via the web portal or email without a corresponding phone call will
automatically be reclassified as a Priority 2 ticket.
(2) Platform availability is application and guaranteed for Production environments only.
(3) SLAs and Platform availability are measured and calculated per calendar month, and exclude planned
maintenance.
(4) Business hours/day are based on the assigned Axway Managed Cloud Service and Support location.
(5) Time Zone is defined based on the core activity of the Axway Managed Cloud Service center. In the
event of a change of primary customer contact in a different Time Zone or change of the Time Zone for
the main activity Axway may adjust the rate of all services subscribed by the Customer
(6) DR is available as optional service.
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6.3. SLA Exclusions
Axway’s failure to meet any service level agreement will be excused to the extent the failure is due to
• Force majeure.
• The acts or omissions of the Customer or its agents:
o Do not provide reasonable necessary information.
o Do not perform tests requested by Axway.
o Or any period during which access to the Customer environment has been denied to
Axway.
• Suspension or termination of the service.
• Due to improper use of the service by customer or their partners
• Service modified, updated or developed by the Customers.
6.3.1. Incidents Originated by the Customer or Partners
In case an incident is caused by improper use by the Customer, a third party working on behalf of the
Customer, or Customer’s end-users, and following customer request, Axway Managed Cloud Services
will perform the necessary work to restore the Service. This extra work shall be charged to the Customer
as Additional Services. Resolution of incidents originated by or on behalf of the Customer or Customer’s
end users includes, for example, network problems on the Customer’s side, configuration changes
performed by the Customer, and poor data quality in files which cause unwanted side effects. The time
spent will be invoiced based on the rate cards and fees defined in the Subscription Schedule.
6.4. Service Quality Indicator (SQI)
Below is the methodology for calculation of the Service Quality Indicators as well as the frequencies of
these indicators used by Axway.
The Service Quality Indicators are split into different categories:
• Key Incident Indicator: indicator evaluates the level of service delivered
• Key Service Indicator: indicator measuring the performance of the service
• Key Informative and Performance Indicator: used as complementary information
It is possible to add new indicators if the provided SQI does meet the customer need.
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6.4.1. Incident Indicators
a. MTTRespond
DEFINITION
Quality indicator topology Key Incident Indicator
Quality indicator definition
The average Response Time for all tickets of a specific priority for the
measurement period. The SLA sets Axway’s MTTRespond commitment.
The KPI value represents the maximum average mean time acceptable per
Priority. The MTTRespond indicator will be presented as a percentage to the
customer.
• The incident respond time is calculated between time of automatic detection
or reporting of the incident and the time where incident is no longer in
"Opened" status.
• MTTRespond value equal to or below 100% shows the SLA has been met.
• MTTRespond value over 100% shows Axway did not meet this SLA.
Axway Commitment Axway Commitment will depend on Customer SLA (Silver, Gold, Platinum)
Data Required
• Date and time of registration in the event management tool (Status “OPENED”)
• Date and time of the status changes to a value other than “OPENED” performed by an Axway operator
METHODOLOGY
Required Data source
ITSM: ticketing tools
Data Record Methodology Automatic
Measurement period This indicator is evaluated every calendar month
Calculation Formula
The formula is:
Np = Total number of incidents with status changed from “OPENED” to another status during the measurement period for priority p
����� = Response time for Incident “I” where the status changed from “OPENED” to another
status during the measurement period and for the priory p
MAXDp= Maximum duration to respond to the incident for the considered priority p
������ �� � ∑ ���������� ∗ �����
p= 1,2,3,4
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b. MTTRestoreService
DEFINITION
Quality indicator topology Key Incident Indicator
Quality indicator definition
The average Restore Service Time for all tickets of a specific priority for the
measurement period. The KPI value represents the maximum average
meantime acceptable per Priority. The MTTRestoreService will be presented as
a percentage.
• MTTRestoreService value equal to or below 100% shows the SLA has been met.
• MTTRestoreService value over 100% shows Axway did not meet this SLA.
Restore Service time is the elapsed time from ticket creation to ticket
resolution, less and time the ticket is awaiting customer feedback.
Axway Commitment Axway Commitment will depend on Customer SLA (Silver, Gold, Platinum)
Data Required
• Date and time of registration in the event management tool (Status “OPENED”)
• Date and time of registration for information (Status “WAITING FOR CUSTOMER FEEDBACK”)
• Date and time of registration for change of status “WAITING FOR CUSTOMER FEEDBACK”
• Date and time of the last status “RESOLVED”
METHODOLOGY
Required Data source
ITSM: ticketing tools
Data Record Methodology Automatic
Measurement period This indicator is evaluated every calendar month
Calculation Formula
The formula is
Np = Total number of incidents closed for the Priority “P” during the measurement period
�����= Restore time for Incident “I” which was closed during the measurement period for the
priority “P”
MAXDp= Maximal duration to resolve the incident for the considered priority “P”
������������� � ∑ ���������� ∗ �����
P = 1, 2, 3, 4
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6.4.2. Service Indicator
a. Service Availability
DEFINITION
Quality indicator topology Key Service Indicator
Quality indicator definition
Measures the availability of the Axway Cloud Solution at the "Software Platform Management Level" level to ensure execution of the various services and components during the measurement period. Planned maintenance periods are excluded from calculations. The measurement is based on the duration of priority 1 incidents marked as outages. The notion of "outage" corresponds to the total unavailability of all services or the Axway platform.
Presented as a percentage.
Axway Commitment Axway Commitment will depend on Customer SLA (Silver, Gold, Platinum)
Data Required
• Date and time of event registration ("OPENED" status)
• Date and time of registration of Axway Customer Information Request
("AWAITING CUSTOMER FEEDBACK")
• Date and time of registration of the change of status "WAITING CUSTOMER FEEDBACK" following the provision of information by the
client
• Date and time of switching to the last status "RESOLVED"
METHODOLOGY
Required Data source ITSM: ticketing tools
Data Record Methodology Automatic
Measurement period This indicator is evaluated every calendar month
Calculation Formula
DurationPeriod = total duration of the measurement period less scheduled maintenance time (unit of measure: minutes). OutageDurationi = business duration of the priority 1 outages “I” during the measurement period (unit of measure: minutes). The durations of overlapping incident periods are not accumulated and are counted as a single duration.
����� ���� �!� �" � #1 % ∑ &'��(�'����� ���'����� ����� ) ∗ 100
In %
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b. Recovery Time Objective: RTO
DEFINITION
Quality indicator topology Key Service Indicator
Quality indicator definition Measures the duration of the complete unavailability of the Software Platform Management
Level.
Axway Commitment Axway Commitment will depend on Customer SLA (Silver, Gold, and Platinum) and selected
DR option.
Data Required
• Date and time of declaration of disaster
• Date and time of registration of Axway Customer Information Request ("WAITING CUSTOMER FEEDBACK"
• Date and time of registration of the change of status "WAITING CUSTOMER FEEDBACK" following the provision of information by the customer
• Date and time of transition to "RESOLVED" status corresponding to the resumption of activity in Service degraded or Service operational.
• Date and time of transition to "CLOSED" status
METHODOLOGY
Required Data source
ITSM: ticketing tools and Axway Cloud management
Data Record Methodology Manual ticket entry recording management decision to declare disaster
Measurement period Only when a disaster is declared for production and datacenter is not available
Calculation Formula
RTO = date of resolution of disaster incident - date of creation of disaster incident
= Date of changeover to "RESOLVED" status - creation date ("OPEN" status)
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c. Recovery Point Objective: RPO
DEFINITION
Quality indicator topology Key Service Indicator
Quality indicator definition Measures the duration between the last backup or snapshot and the declaration of a disaster.
Axway Commitment Axway Commitment will depend on Customer SLA (Silver, Gold, and Platinum) and the
selected DR option.
Data Required • Date and time of the creation of disaster incident (Status « OPENED »)
• Date and time of the last backup snapshot available before the incident
METHODOLOGY
Required Data source
ITSM: Ticketing tools and AWS backup tools and Axway management decision
Data Record Methodology Manual ticket entry recording management decision to declare disaster
Time stamp of the last backup snapshot from the system
Measurement period Only when a disaster is declared for production and datacenter is not available
Calculation Formula
RPO = creation date of the disaster incident – date of the last snapshot available
= creation date ("OPEN" status) - Date of the last snapshot available
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7. Restrictions specific to certain analytical functions
7.1. Analyzes data from application users ("App Users")
The Customer may disable the analytical part of the Product, which collects anonymous data relating to
the Applications; However, disabling the analytic portion will prevent the Customer from accessing the
analytical features of the Product. If Customer elects to use the analytical features of the Product, Axway
may collect certain information, including, but not limited to, data relating to the platform used,
timestamp, identifier, model, device manufacturer Used, the operating system, the version of the
Titanium SDK, the geolocation data, from the App Users. Subject to payment by the Customer of the
costs corresponding to the data analysis part, Axway will organize and regularly make this information
available to the Client. In addition, Axway may use this information to compile and disclose statistical
analysis and reports based on aggregated data derived from this information. The Customer is not
authorized to create custom fields to collect and send personal data on its App Users to Axway.
7.2. Data related to the usage of the product
In connection with the operation of the Products, Axway collects and receives data relating to the use of
the Products by the Customer and its Nominated Users and may, in accordance with Axway's Privacy
Policy, (i) use such data (Ii) disclose such information to third parties in connection with the operation
of the Products, (iii) disclose the information to third parties where required by applicable laws or
regulations, or (iv) use and disclose it They do not specifically identify the Customer, and (v) use them
to monitor Customer's compliance with the terms of this Agreement. THE CUSTOMER ACKNOWLEDGES
AND ACCEPTS THAT THE PRODUCT CAN CONNECT TO THE INTERNET AND AXWAY'S SYSTEMS TO
REPORT INFORMATION TO AXWAY THAT CAN CONFIRM THE COMPLIANCE WITH THIS AGREEMENT AND
TO COLLECT USE DATA OF THE PRODUCT UNDER THE EXPECTED CONDITIONS THIS AGREEMENT AND
AXWAY'S PRIVACY POLICY.
7.3. Customer Privacy Policy
In order to use the Products, the Customer must have a privacy policy that specifies (i) the Customer's
App Users and other information collected by the Customer and / or Axway on behalf of the Customer
and (ii) The possible uses of this data and other information by Customer and / or Axway on behalf of
the Client. Without limiting the foregoing, the Customer's privacy policy shall specifically specify that a
third party may collect, on behalf of the Customer, data and other information relating to or derived from
App Users and their devices.
7.4. USE OF AXWAY CLOUD SERVICES ("ACS").
ACS is designed to provide Customer with optional back-end technologies for activation of Customer's
Cloud services. If the Customer chooses to deploy the ACS in its Application (s), the terms and conditions
of the ACS available will apply to use by and shall be expressly incorporated into this Agreement by
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reference. In the event of any conflict between the terms and conditions of the ACS and the terms of
this Agreement, the terms of the ACS will apply only to the provision of the ACS.
7.5. USE OF AXWAY PERFORMANCE MANAGEMENT SERVICES ("APMS")
7.5.1. Use
The APMS listed in the Purchase Order between Axway and the Customer may only be used for the
correction of anomalies, performance monitoring and performance management and other analyzes
relating to the Applications and within the limits of the subscription period and Number of Users specified
in the Purchase Order. The Application (s) integrate integration code (the "APMS Integration Code") in
order to transmit data from the Application (s) to the APMS. The types of data transmitted and the
frequency of the transmissions are defined by the Client alone, by the configuration made by the Client
of the Integration Code APMS. The Client may reproduce and distribute the APMS Integration Codes only
when they are incorporated in the Application (s) and used only for the purpose of transmitting data
from the Application (s) to the APMS.
7.5.2. Data
Axway (or a third-party provider on behalf of Axway) collects, receives and generates data relating to
Customer's Use of APMS ("Customer Data") and Application Usage by App Users ("Data App Users ").
The Customer authorizes Axway (and third party service providers on behalf of Axway subject to
confidentiality obligations) to use, reproduce, and distribute the Customer Data and User Data relating
to the use of the APMS by the Customer. The Customer also grants to Axway (and / or a third-party
provider on behalf of Axway) the perpetual, irrevocable and worldwide right to use, reproduce and
distribute the Customer Data and Aggregated with other information or when they do not specifically
identify the Client or an App User. Customer also agrees that Axway (and / or a third party provider on
behalf of Axway) may disclose the Customer Data and App Users Data when required by applicable laws
or regulations or legal process. The Client undertakes not to transfer to Axway (and / or a third-party
provider acting on behalf of Axway) any Personal Data, financial information, health, medical,
pharmaceutical data or data concerning Children under the age of 13, or any other sensitive data (social
security number, for example), or data that is used for advertising targeting a particular device or App
User. The Client is solely responsible for ensuring that its Application (s) and its use of APMS (including,
but not limited to, the provision by the Customer of App Users Data to Axway (and / or a third party
service provider acting On behalf of Axway)) complies with all applicable laws, rules and regulations. The
Customer shall obtain and maintain all rights required to allow the transfer of App Users Data to Axway
(and / or a third party provider acting on behalf of Axway) and authorize Axway (and / or a third party
service provider acting on behalf of Axway Axway) to use the App Users Data in accordance with this
Agreement.
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7.5.3. Confidentiality
APMS is considered confidential information of Axway (and / or the third-party provider acting on behalf
of Axway) and Customer Data and App Users data are considered confidential customer information;
And subject to the provisions of this Section 3, each Party agrees to keep such confidential information
of the other Party confidential under the terms of the Contract.
End of document