OpenText Core Performance Engineering Analysis
This Service Description describes the components and services included in OpenText™ Core Performance Engineering Analysis (which also may be referred to as “SaaS”) and, unless otherwise agreed to in writing, is subject to the Micro Focus Customer Terms for Software-as-a-Service (“SaaS Terms”) found at https://www.microfocus.com/en-us/legal/software-licensing. ጥቅም ላይ የዋሉ ነገር ግን በዚህ ውስጥ ያልተገለጹ አቢይ ቃላቶች በ SaaS ውሎች ውስጥ የተቀመጡ ትርጉሞች ሊኖራቸው ይገባል።
መደበኛ አገልግሎት ባህሪያት
High-Level Summary
OpenText™ Core Performance Engineering Analysis (“Core Performance Engineering Analysis”) is a cloud-based enterprise service that delivers data analytics for performance testing of the Customer’s application.
የSaaS መላኪያ ክፍሎች
SaaS ኦፕሬሽናል አገልግሎቶች
የስነ-ህንፃ አካላት
Core Performance Engineering Analysis provides of a cloud-based management platform with an interactive dashboard to manage, store and analyze performance test results generated by OpenText™ Core Performance Engineering, OpenText™ Enterprise Performance Engineering and/or OpenText™ Professional Performance Engineering.
Core Performance Engineering Analysis is multi-tenant, meaning that each customer of this SaaS offering receives its own segregated tenant on a multi-tenant farm.
የመተግበሪያ አስተዳደር
Customers can access Core Performance Engineering Analysis via a web browser using a provided URL. After a secure login, they can manage users, upload and stream test results, and analyze performance data.
የአገልግሎት ድጋፍ
The customer may contact Micro Focus by submitting online support tickets. The Micro Focus Support Team will either provide support to the Customer directly or coordinate delivery of this support. Online support for SaaS is available at: https://home.software.microfocus.com/myaccount. Support for on-premise components is available at: https://www.microfocus.com/en-us/support. Micro Focus staffs and maintains a 24x7x365 Service Operations Center, which will be the single point of contact for all issues related to the support for SaaS. The customer will maintain a list of authorized users who may contact Micro Focus for support. Customer’s authorized users may contact Micro Focus for support via the Web portal 24 hours a day, 7 days a week.
የድጋፍ ባህሪዎች
እንቅስቃሴ
የአገልግሎት ክትትል
Micro Focus monitors SaaS availability 24×7. Micro Focus uses a centralized notification system to deliver proactive communications about service changes, outages and scheduled maintenance. Alerts and notifications are available to Customer online at: https://home.software.microfocus.com/myaccount
የአቅም እና የአፈጻጸም አስተዳደር
The architecture allows for addition of storage capacity.
የአሠራር ለውጥ አስተዳደር
ማይክሮ ፎከስ በSaaS መሠረተ ልማት እና አተገባበር ላይ የሚደረጉ ለውጦችን በብቃት እና በፍጥነት ለማስተናገድ ደረጃቸውን የጠበቁ የአሰራር ዘዴዎችን እና አካሄዶችን የሚከተል ሲሆን ይህም በአገልግሎቱ ላይ በትንሹም ቢሆን ጠቃሚ ለውጦችን ለማድረግ ያስችላል።
የውሂብ ምትኬ እና ማቆየት።
The data backup and retention described in this section are part of Micro Focus’ overall business continuity management practices designed to attempt to recover availability to SaaS and SaaS Data for Customer following an outagሠ ወይም ተመሳሳይ ለ SaaS አገልግሎት ማጣት።
የSaaS ውሂብ
Customer is solely responsible for the data, text, audio, video, images, software, and other content input into a Micro Focus system or environment during Customer’s (and its Affiliates’ and/or Third Parties’) access or use of Micro Focus SaaS (“SaaS Data”). The following types of SaaS Data reside in the SaaS environment: Customer inserted performance test data (for example performance test results, performance test snapshots, performance test errors, and Vusers logs).
Micro Focus performs a backup of SaaS Data every (1) day. Micro Focus retains each backup for the most recent seven (7) days.
Micro Focus’ standard storage and backup measures are Micro Focus’ only responsibility regarding the retention of the SaaS Data, despite any assistance or efforts provided by Micro Focus to recover or restore the SaaS Data. Customer may request via a service request for Micro Focus to attempt to restore SaaS Data from Micro Focus’ most current backup. Micro Focus will be unable to restore any data not properly entered by Customer or lost or corrupted at the time of backup or if Customer´s request comes after the 7 days data retention time of such backup.
Core Performance Engineering Analysis provides 1 terabyte of storage for test results. If this limit is reached, new test results may not be saved.
ለSaaS የአደጋ ማገገም
የንግድ ቀጣይነት እቅድ
Micro Focus continuously evaluates different risks that might affect the integrity and availability of SaaS. As part of this continuous evaluation, Micro Focus develops policies, standards and processes that are implemented to reduce the probability of a continuous service disruption. Micro Focus documents its processes in a business continuity plan (“BCP”) which includes a disaster recovery plan (“DRP”). Micro
Focus utilizes the BCP to provide core SaaS and infrastructure services with minimum disruption. The DRP includes a set of processes that implements and tests SaaS recovery capabilities to reduce the probability of a continuous service interruption in the event of a service disruption.
ምትኬዎች
Micro Focus performs both on-site and off-site backups with a 24 hours recovery point objective (RPO). Backup cycle occurs daily where a local copy of production data is replicated on-site between two physically separated storage instances. The backup includes a snapshot of production data along with an export file of the production database. The production data is then backed up at a remote site. Micro
Focus uses storage and database replication for its remote site backup process. The integrity of backups is validated by (1) real time monitoring of the storage snapshot process for system errors, and (2) annual restoration of production data from an alternate site to validate both data and restore flows integrity.
Core Performance Engineering Analysis is implemented using AWS technology service stack in a redundant mode over at least two availability zones (“AZs”). Each AZ is designed to be insulated from failures in other AZs. The DRP’s target is to provide restoration of the Micro Focus SaaS within twelve (12) hours following Micro Focus’s declaration of a disaster, excluding, however, a disaster or multiple disasters causing the compromise of data centers in the separate AZs simultaneously, and excluding non-production environments.
የSaaS ደህንነት
ማይክሮ ፎከስ የSaaS ውሂብን ሚስጥራዊነት፣ ተገኝነት እና ታማኝነት ለመጠበቅ የተነደፈ የመረጃ እና የአካል ደህንነት ፕሮግራምን ይጠብቃል።
ቴክኒካዊ እና ድርጅታዊ እርምጃዎች
ማይክሮ ፎከስ የመቆጣጠሪያዎቹን እና የአሰራር ሂደቱን ውጤታማነት በየጊዜው ይፈትሻል እና ይቆጣጠራል። በአሁኑ እና ወደፊት በሚታወቁ እና በማይታወቁ የደህንነት ስጋቶች ላይ ምንም አይነት የደህንነት እርምጃዎች ውጤታማ አይደሉም ወይም ሙሉ በሙሉ ሊሆኑ አይችሉም። በዚህ ክፍል ውስጥ የተቀመጡት እርምጃዎች በማይክሮ ፎከስ ሊሻሻሉ ይችላሉ ነገር ግን አነስተኛውን መስፈርት ይወክላሉ። የእነዚህን እርምጃዎች በቂነት ለመወሰን ደንበኛው ሃላፊነቱን ይወስዳል።
የአካላዊ ተደራሽነት መቆጣጠሪያዎች
Micro Focus maintains physical security standards designed to prohibit unauthorized physical access to the Micro Focus equipment and facilities used to provide SaaS and include Micro Focus data centers and data centers operated by third parties.
This is accomplished through the following practices:
- በ 24 × 7 መሰረት በቦታው ላይ የደህንነት ሰራተኞች መገኘት
- የወረራ ማወቂያ ስርዓቶችን መጠቀም
- የቪዲዮ ካሜራዎችን በመዳረሻ ነጥቦች እና በፔሪሜትር ላይ መጠቀም
- የማይክሮ ፎከስ ሰራተኞች፣ የንዑስ ተቋራጮች እና የተፈቀደላቸው ጎብኝዎች በግቢው ውስጥ ሊለበሱ የሚገባቸው የመታወቂያ ካርዶች ተሰጥቷቸዋል።
- የማይክሮ ፎከስ ፋሲሊቲዎችን ተደራሽነት መከታተል፣ የተከለከሉ ቦታዎችን እና በተቋማት ውስጥ ያሉ መሳሪያዎችን ጨምሮ
- የመዳረሻ ኦዲት መንገድን መጠበቅ
የመዳረሻ መቆጣጠሪያዎች
Micro Focus maintains the following standards for access controls and administration, designed to make SaaS Data accessible only by authorized Micro Focus personnel who have a legitimate business need for such access:
- ደህንነቱ የተጠበቀ የተጠቃሚ መለያ እና የማረጋገጫ ፕሮቶኮሎች
- የማይክሮ ፎከስ ሰራተኞችን ማረጋገጥ የማይክሮ ፎከስ ደረጃዎችን በማክበር እና በ ISO27001 ግዴታዎች መለያየት መስፈርቶች መሠረት
- የSaaS ውሂብ ተደራሽ የሚሆነው በተጠቃሚ ማረጋገጫ፣ በመለያ መግቢያ እና የመዳረሻ መቆጣጠሪያዎች ህጋዊ የንግድ ፍላጎት ባላቸው የተፈቀደላቸው የማይክሮ ፎከስ ሰራተኞች ብቻ ነው።
- የሥራ ስምሪት ማቋረጥ ወይም ሚና መቀየር ቁጥጥር እና ደህንነቱ በተጠበቀ መንገድ ይካሄዳል
- የአስተዳዳሪ ሂሳቦች አስተዳደራዊ ተግባራትን ለማከናወን ብቻ ጥቅም ላይ መዋል አለባቸው
- እያንዳንዱ የአስተዳደር መብቶች ያለው መለያ በልዩ ሁኔታ ሊታወቅ ወደሚችል ግለሰብ መከታተል አለበት።
- ሁሉም የኮምፒዩተር እና የአገልጋይ መዳረሻ መረጋገጥ እና በሰራተኛው የስራ ተግባር ወሰን ውስጥ መሆን አለበት።
- A collection of information that can link users to actions in the SaaS environment
- በተገለጹት የመነሻ መስፈርቶች መሠረት ለመተግበሪያው ፣ OS ፣ DB ፣ አውታረ መረብ እና የደህንነት መሣሪያዎች የምዝግብ ማስታወሻ ኦዲቶችን መሰብሰብ እና ማቆየት
- በተጠቃሚ ሚናዎች እና "የማወቅ ፍላጎት" ላይ በመመስረት የምዝግብ ማስታወሻ መረጃን የመድረስ ገደብ
- የጋራ መለያዎችን መከልከል
የተገኝነት መቆጣጠሪያዎች
Micro Focus´s business continuity management process includes a rehearsed method of restoring the ability to supply critical services upon a service disruption. Micro Focus’ continuity plans cover operational shared infrastructure such as remote access, Active Directory, DNS services, and mail services. Monitoring systems are designed to generate automatic alerts that notify Micro Focus of events such as a server crash or a disconnected network.
መቆራረጥን መከላከልን የሚመለከቱ ቁጥጥሮች የሚከተሉትን ያካትታሉ:
- የማይቋረጥ የኃይል አቅርቦቶች (UPS) እና የመጠባበቂያ ኃይል ማመንጫዎች
- በህንፃው ውስጥ ቢያንስ ሁለት ገለልተኛ የኃይል አቅርቦቶች
- ጠንካራ የውጭ አውታረ መረብ ግንኙነት መሠረተ ልማት
የውሂብ መለያየት
የSaaS አከባቢዎች በአመክንዮ የተከፋፈሉት በመዳረሻ መቆጣጠሪያ ዘዴዎች ነው። በይነመረብን የሚመለከቱ መሳሪያዎች ያልተፈቀደ የውስጥ አውታረ መረቦችን መድረስን ለመከላከል በተዘጋጁ የመዳረሻ ቁጥጥር ዝርዝሮች (ኤሲኤል) የተዋቀሩ ናቸው። የማይክሮ ፎከስ በፔሪሜትር ደረጃ የደህንነት መፍትሄዎችን ይጠቀማል፡- ፋየርዎል፣ አይፒኤስ/አይዲኤስ፣ ፕሮክሲዎች እና ይዘትን መሰረት ያደረገ ፍተሻ የአካባቢን ጤና እና ተገኝነት ከመከታተል በተጨማሪ የጠላትነት ስሜትን ለመለየት።
የውሂብ ምስጠራ
Micro Focus uses industry-standard techniques to encrypt SaaS Data in transit and at rest. All inbound and outbound traffic to the external network is encrypted.
ኦዲት
Micro Focus appoints an independent third party to conduct an annual audit of the applicable policies used by Micro Focus to provide SaaS. A summary report or similar documentation will be provided to Customer upon request. Subject to Customer’s execution of Micro Focus’ standard confidentiality agreement, Micro Focus agrees to respond to a reasonable industry standard information security questionnaire concerning its information and physical security program specific to SaaS no more than once per year. Such an information security questionnaire will be considered Micro Focus confidential information.
የማይክሮ ትኩረት ደህንነት ፖሊሲዎች
ማይክሮ ትኩረት ዓመታዊ ድጋሚ ያካሂዳልviews of its policies around the delivery of SAAS against ISO 27001, which includes controls derived from ISO 27034 – “Information Technology – Security Techniques – Application Security”.
Micro Focus regularly re-evaluates and updates its information and physical security program as the industry evolves, new technologies emerge or new threats are identified.
የመተግበሪያ የመግባት ሙከራን፣ የተጋላጭነት ቅኝትን፣ የመተግበሪያ ኮድ ሙከራን ወይም የSaaSን ደህንነት ወይም የማረጋገጫ እርምጃዎችን ለመጣስ የሚደረጉ ሙከራዎችን የሚያጠቃልለው በደንበኛ የተጀመረው የደህንነት ሙከራ አይፈቀድም።
የደህንነት ክስተት ምላሽ
In the event Micro Focus confirms a security incident resulted in the loss, unauthorized disclosure or alteration of SaaS Data (“Security Incident”), Micro Focus will notify Customer of the Security Incident and work to reasonably mitigate the impact of such Security Incident. Should Customer believe that there has been unauthorized use of Customer’s account, credentials, or passwords, Customer must immediately notify Micro Focus Security Operations Center via SED@openttext.com.
የማይክሮ ትኩረት ሰራተኞች እና ንዑስ ተቋራጮች
Micro Focus requires that all employees involved in the processing of SaaS Data are authorized personnel with a need to access the SaaS Data, are bound by appropriate confidentiality obligations and have undergone appropriate training in the protection of SaaS Data. Micro Focus requires that any affiliate or third party subcontractor involved in processing SaaS Data enters into a written agreement with Micro Focus, which includes confidentiality obligations substantially similar to those contained herein and appropriate to the nature of the processing involved.
የውሂብ ርዕሰ ጉዳይ ጥያቄዎች
ማይክሮ ፎከስ ከSaaS ውሂብ ጋር በተገናኘ ከውሂብ ርዕሰ ጉዳዮች የሚመጡ ማንኛውንም ጥያቄዎችን ወደ ደንበኛ ይመለከታል።
የታቀደ ጥገና
To enable Customer to plan for scheduled maintenance by Micro Focus, Micro Focus reserves predefined timeframes to be used on an as-needed basis. Micro Focus reserves a weekly two (2) hours window
(Sunday 00:00 to 02:00 Pacific Standard Time) and one (1) monthly four (4) hour window (Sunday in the 00:00 to 08:00 Pacific Standard Time block). These windows will be used on an as-needed basis.
የታቀዱ መስኮቶች የደንበኛ እርምጃ ሲያስፈልግ ቢያንስ ከሁለት (2) ሳምንታት በፊት ወይም ቢያንስ ከአራት (4) ቀናት በፊት ቀጠሮ ይያዝላቸዋል።
የታቀደ ሥሪት ዝማኔዎች
“SaaS Upgrades” are defined as major version updates, minor version updates, and binary patches applied by Micro Focus to Customer’s SaaS in production. These may or may not include new features or enhancements. Micro Focus determines whether and when to develop, release and apply any SaaS Upgrade. Customer is entitled to SaaS Upgrades during the applicable SaaS Order Term unless the SaaS
Upgrade introduces new functionality that Micro Focus offers on an optional basis for an additional fee. Micro Focus determines whether and when to apply a SaaS Upgrade to Customer’s SaaS. Unless Micro
Focus anticipates a service interruption due to a SaaS Upgrade, Micro Focus may implement a SaaS Upgrade at any time without notice to Customer. Micro Focus aims to use the Scheduled Maintenance windows defined herein to apply SaaS Upgrades. Customer may be required to cooperate in achieving a SaaS Upgrade that Micro Focus determines in its discretion is critical for the availability, performance or security of SaaS.
Micro Focus will use the Scheduled Maintenance windows defined herein to apply the most recent service packs, hot fixes, and minor version updates to SaaS. To enable Customer to plan for scheduled major version updates by Micro Focus, Micro Focus will schedule major version updates at least two (2) weeks in advance.
የአገልግሎት ማቋረጥ
Upon expiration or termination of the SaaS Order Term, Micro Focus may disable all Customer access to SaaS, and Customer shall promptly return to Micro Focus (or at Micro Focus’ request destroy) any Micro Focus materials.
Micro Focus will make available to Customer any SaaS Data in Micro Focus’ possession in the format generally provided by Micro Focus. The target timeframe is set forth below in Termination Data Retrieval Period SLO. After such time, Micro Focus shall have no obligation to maintain or provide any such data, which will be deleted.
የአገልግሎት ደረጃ ዓላማዎች
ማይክሮ ፎከስ ለSaaS ግልጽ፣ ዝርዝር እና ልዩ የአገልግሎት ደረጃ ዓላማዎችን (SLOs) ያቀርባል። እነዚህ SLOs አገልግሎቱን ለማድረስ በማይክሮ ፎከስ የሚጠቀሙባቸው ኢላማዎች ናቸው እና እንደ መመሪያ ይሰጣሉ። ለማይክሮ ፎከስ እነዚህን አላማዎች ለማሳካት በምንም መልኩ ህጋዊ መስፈርት ወይም ግዴታ አይፈጥሩም።
Micro Focus will provide self-service access to Customer to the Service Level Objectives data online at https://home.software.microfocus.com/myaccount
- SaaS Provisioning Time SLO
SaaS Provisioning Time is defined as SaaS being available for access over the internet. Micro Focus targets to make SaaS available within five (5) business days of Customer’s Order for SaaS being booked within the Micro Focus order management system.
Customer is responsible for installing, configuring, deploying, updating and paying any additional fees (if required) for any additional on-premise components for its applications. Any on-premise components are not in scope of the SaaS Provisioning Time SLO.
Additionally, the import of SaaS Data into the application is not in scope of the SaaS Provisioning Time SLO. - የ SaaS ተገኝነት SLA
SaaS availability is the SaaS production application being available for access and use by the Customer over the Internet. Micro Focus will provide Customer access to the SaaS production application on a twenty-four-hour, seven-day-a-week (24×7) basis at a rate of 99.9 % (“Target Service Availability” or “TSA”).
የመለኪያ ዘዴ
TSA የሚለካው በማይክሮ ፎከስ የሚለካው ማይክሮ ፎከስ መከታተያ ሶፍትዌሮችን በመጠቀም ቢያንስ ከአራት አለምአቀፍ ቦታዎች በ s ነው።tagየተዘበራረቀ ጊዜ. በየሩብ ዓመቱ፣ TSA የሚለካው በሩብ ውስጥ ሊለኩ የሚችሉ ሰዓቶችን በመጠቀም ነው (ጠቅላላ ጊዜ ከቀን ጊዜ ማግለያዎች) እንደ መለያ። አሃዛዊው የማንኛዉም ጊዜ ተቀንሶ መለያ ዋጋ ነው።tages በሩብ (የሁላችሁም ቆይታtages ጥምር) መቶኛ ለመስጠትtagሠ የቆይታ ጊዜ (2,198 ትክክለኛ ሰዓቶች ይገኛሉ / 2,200 ሊኖሩ የሚችሉ ሰዓቶች = 99.9 ተገኝነት)።
አንድ "አንተtagሠ” በአምስት ደቂቃ ጊዜ ውስጥ እንደ ሁለት ተከታታይ የክትትል አለመሳካቶች ይገለጻል፣ ይህም ሁኔታው እስኪወገድ ድረስ ይቆያል።
የቆይታ ጊዜ ማግለያዎች
ከሚከተሉት ውስጥ ከማንኛቸውም ጋር በተገናኘ (በተለይ፣ ከላይ ባለው የመለኪያ ዘዴ ክፍል በተለካው ጊዜ ውስጥ የማይገኙ የሰዓቶች ብዛት በሚከተለው ምክንያት በቁጥር ቆጣሪውም ሆነ በመለኪያው ውስጥ መካተት የለበትም) TSA ማመልከት ወይም ማካተት የለበትም።- አጠቃላይ የበይነመረብ መጨናነቅ፣ መቀዛቀዝ ወይም አለመገኘት
- በቫይረስ ወይም በጠላፊ ጥቃቶች ምክንያት አጠቃላይ የኢንተርኔት አገልግሎት (ለምሳሌ ዲ ኤን ኤስ አገልጋዮች) አለመገኘት
- Outagከአቅም በላይ በሆኑ ክስተቶች ምክንያት በሚፈጠሩ መስተጓጎሎች (ማለትም ከማይክሮ ፎከስ ምክንያታዊ ቁጥጥር ውጭ የሆኑ እና ምክንያታዊ እንክብካቤን በመጠቀም እንኳን የማይቀሩ ክስተቶች)
- ደንበኛ-ምክንያትህtages ወይም መቋረጦች
- Outagበማይክሮ ፎከስ ያልተከሰተ ወይም በማይክሮ ፎከስ ቁጥጥር (ማለትም በበይነ መረብ ላይ ባሉ ችግሮች ምክንያት አለመገኘት) በማይክሮ ፎከስ አገልግሎት አቅራቢዎች ካልተከሰተ በስተቀር።
- በማይክሮ ፎከስ ብቸኛ ቁጥጥር ውስጥ በሌለው የደንበኛ መሳሪያዎች ወይም የሶስተኛ ወገን የኮምፒውተር ሃርድዌር፣ ሶፍትዌር ወይም የአውታረ መረብ መሠረተ ልማት ምክንያት አለመገኘት
- የታቀደ የጥገና እንቅስቃሴዎች
- የታቀዱ የSaaS ማሻሻያዎች
- በዚህ የአገልግሎት መግለጫ እና/ወይም በትእዛዙ ውስጥ የተዘረዘሩትን የአገልግሎት ገደቦች፣ ገደቦች ወይም መለኪያዎች የሚያልፍ ደንበኛ
- በማይክሮ ፎከስ ሳአኤስ ላይ በተደረጉ ማሻሻያዎች ምክንያት መገኘት አለመቻሉ ያልተረጋገጡ፣ እንደገናviewed እና በሁለቱም ወገኖች በጽሁፍ ጸድቋል
- የስርዓት ማቆያ ጊዜ በደንበኛው የተጠየቀ
- በደንበኛው የSaaS ውሎች ጥሰት ምክንያት የማይክሮ ፎከስ ሳአኤስን በማይክሮ ትኩረት ማገድ
ሪፖርት ማድረግ
ማይክሮ ፎከስ ኦንላይን ላይ ያለውን የተገኝነት መረጃ ለደንበኛው የራስ አገልግሎት መዳረሻን ይሰጣል
https://home.software.microfocus.com/myaccount
በተጨማሪም ማይክሮ ፎከስ ለደንበኛው ጥያቄ ሲቀርብ በዚህ የአገልግሎት ደረጃ ቃል ኪዳን ክፍል መሰረት ትክክለኛው የአገልግሎት አቅርቦት ሪፖርት ("ASA Report") ያቀርባል። ደንበኛው በ ASA ሪፖርት ካልተስማማ ፣የስምምነት አለመሆን የጽሁፍ ማስታወቂያ ASA ሪፖርት በደረሰው በአስራ አምስት (15 ቀናት) ውስጥ ለማይክሮ ፎከስ መቅረብ አለበት።
የአገልግሎት ደረጃዎችን መጣስ መፍትሄዎች
- Sole remedy. Customer’s rights described in this section state Customer’s sole and exclusive remedy for any failure by Micro Focus to meet the agreed service levels.
- Escalation. Quarterly ASA below 98% shall be escalated by both parties to the Vice President (or equivalent).
- Credit. Subject to the terms herein, Micro Focus will issue a credit reflecting the difference between the measured ASA for a quarter is less than the TSA. (“Remedy Percent”). For clarity, several exampይህንን ቀመር በመጠቀም ስሌት ከዚህ በታች ባለው ሠንጠረዥ ውስጥ ተገልጿል.
ደንበኛው የ ASA ሪፖርት በደረሰው በዘጠና (90) ቀናት ውስጥ ክሬዲት ወደ ማይክሮ ፎከስ በጽሁፍ መጠየቅ አለበት እና ይህን የመሰለ ክሬዲት ያስከተለውን የድጋፍ ጥያቄዎችን መለየት እና የSaaS ምርት ማመልከቻ ለደንበኛው በበይነ መረብ ለመጠቀም እና ለመጠቀም ያልቀረበበትን ጊዜ በተመለከተ የድጋፍ ጥያቄዎችን መለየት አለበት። ማይክሮ ፎከስ የተጠየቁትን ክሬዲቶች በየሩብ ዓመቱ ተግባራዊ ያደርጋል።
የመስመር ላይ ድጋፍ ተገኝነት SLO
የመስመር ላይ ድጋፍ መገኘት የ SaaS ድጋፍ ፖርታል ተብሎ ይገለጻል።
https://home.software.microfocus.com/myaccount being available for access and use by Customer over the Internet. Micro Focus targets to provide Customer access to the SaaS support portal on a twenty-four hour, seven days a week (24×7) basis at a rate of 99.9% (“Online Support Uptime”).
የመለኪያ ዘዴ
የመስመር ላይ የድጋፍ ጊዜ ማሳለፊያ የሚለካው በማይክሮ ፎከስ መከታተያ ሶፍትዌሮችን በመጠቀም በትንሹ ከአራት አለምአቀፍ አካባቢዎች s ጋር ነው።tagየተዘበራረቀ ጊዜ. በየሩብ ዓመቱ፣ የመስመር ላይ የድጋፍ ጊዜ የሚለካው በሩብ ዓመቱ ሊለኩ የሚችሉ ሰዓቶችን በመጠቀም ነው (ጠቅላላ ጊዜ ከታቀደው የእረፍት ጊዜ ፣ጥገና ፣ ማሻሻያ ፣ ወዘተ. ጨምሮ) እንደ መለያው። አሃዛዊው የማንኛዉም ጊዜ ተቀንሶ መለያ ዋጋ ነው።tages በሩብ (የሁላችሁም ቆይታtages ጥምር) መቶኛ ለመስጠትtagሠ የቆይታ ጊዜ (2,198 ትክክለኛ ሰዓቶች ይገኛሉ / 2,200 ሊኖሩ የሚችሉ ሰዓቶች = 99.9 ተገኝነት)።
አንድ "አንተtagሠ” በአምስት ደቂቃ ጊዜ ውስጥ እንደ ሁለት ተከታታይ የክትትል አለመሳካቶች ይገለጻል፣ ይህም ሁኔታው እስኪወገድ ድረስ ይቆያል።
ድንበሮች እና ማግለያዎች
የመስመር ላይ የድጋፍ ጊዜ ከሚከተሉት ውስጥ ከማንኛቸውም ጋር በተያያዘ የSaaS የድጋፍ ፖርታል በማይገኝበት በማንኛውም ጊዜ አይተገበርም ወይም አያጠቃልልም (በተለይ፣ በሚከተለው ምክንያት ከላይ ባለው የመለኪያ ዘዴ ክፍል በተጠቀሰው ጊዜ ውስጥ የማይገኙ የሰዓታት ብዛት በቁጥር ቆጣሪውም ሆነ በመለኪያው ውስጥ መካተት የለበትም)
- አጠቃላይ የበይነመረብ መጨናነቅ፣ መቀዛቀዝ ወይም አለመገኘት
- በቫይረስ ወይም በጠላፊ ጥቃቶች ምክንያት አጠቃላይ የኢንተርኔት አገልግሎት (ለምሳሌ ዲ ኤን ኤስ አገልጋዮች) አለመገኘት
- ከአቅም በላይ የሆኑ ክስተቶችን አስገድድ
- የደንበኛ እርምጃዎች ወይም ተግባራት (በማይክሮ ፎከስ ፈጣን አቅጣጫ ካልተከናወነ በስተቀር) ወይም ከማይክሮ ፎከስ ቁጥጥር ውጭ የሆነ የሶስተኛ ወገኖች
- በማይክሮ ፎከስ ብቸኛ ቁጥጥር ውስጥ በሌለው የደንበኛ መሳሪያዎች ወይም የሶስተኛ ወገን የኮምፒውተር ሃርድዌር፣ ሶፍትዌር ወይም የአውታረ መረብ መሠረተ ልማት ምክንያት አለመገኘት
- የታቀደ ጥገና
- የታቀዱ የSaaS ማሻሻያዎች
የመጀመሪያ የSaaS ምላሽ ጊዜ SLO
The Initial SaaS Response Time refers to the support described herein. It is defined as the acknowledgment of the receipt of the Customer’s request and the assignment of a case number for tracking purposes. Initial SaaS Response will come as an email to the requester and include the case number and links to track it using Micro Focus online customer portal. The Initial SaaS Response Time covers both service request and support requests. Micro Focus targets to provide the Initial SaaS Response no more than one hour after the successful submission of the Customer’s request.
SaaS ድጋፍ SLOs
ሁለት ዓይነት የ SaaS ድጋፍ SLOs አሉ፡ የአገልግሎት ጥያቄ እና የድጋፍ ጥያቄ SLOs።
- የአገልግሎት ጥያቄ SLO በአብዛኛዎቹ የስርዓት ጥያቄዎች ላይ ተፈጻሚ ይሆናል። ይህ ተግባራዊ የስርዓት ጥያቄዎችን (የምርት መጨመር/ማንቀሳቀስ/መቀየር)፣ መረጃ ሰጭ እና አስተዳደራዊ ጥያቄዎችን ያካትታል።
- The Support Request SLO applies to issues that are not part of the standard operation of the service and that causes, or may cause, an interruption to or a reduction in the quality of that service.
የምላሽ እና የመፍትሄ ዒላማዎች እንደ መመሪያ ቀርበዋል እና በMicro Focus SaaS ድጋፍ ሰጪ ቡድኖች የተለመደ የጥያቄ ሂደትን ይወክላሉ። ማይክሮ ፎከስ በተጠቀሰው ጊዜ ምላሽ እንዲሰጥ በምንም መንገድ ህጋዊ መስፈርት ወይም ግዴታ አይፈጥሩም። የምላሽ እና የመፍትሄ ዒላማዎች፣ ስፋታቸውን እና የሚወስኑ ሁኔታዎችን (እንደ ተፅዕኖ እና አጣዳፊነት) ጨምሮ፣ በይበልጥ ተገልጸዋል።
https://home.software.microfocus.com/myaccount/slo/.
የማቋረጫ ውሂብ ማግኛ ጊዜ SLO
The Termination Data Retrieval Period is defined as the length of time in which the Customer can retrieve a copy of their SaaS Data from Micro Focus. Micro Focus targets to make available such data for download in the format generally provided by Micro Focus for 30 days following the termination of the SaaS Order Term.
መደበኛ የአገልግሎት መስፈርቶች
ሚናዎች እና ኃላፊነቶች
This section describes general Customer and Micro Focus responsibilities relative to SaaS. Micro Focus’ ability to fulfill its responsibilities relative to SaaS is dependent upon Customer fulfilling the responsibilities described below and elsewhere herein:
የደንበኛ ሚናዎች እና ኃላፊነቶች
የማይክሮ ትኩረት ሚናዎች እና ኃላፊነቶች
ግምቶች እና ጥገኛዎች
ይህ የአገልግሎት መግለጫ በደንበኛው እና ማይክሮ ትኩረት መካከል በሚከተሉት ግምቶች እና ጥገኞች ላይ የተመሰረተ ነው፡
- ደንበኛው SaaSን ለመድረስ የበይነመረብ ግንኙነት ሊኖረው ይገባል።
- SaaS will be delivered remotely in English only. A SaaS Order Term is valid for a single application deployment, which cannot be changed during the SaaS Order Term
- የአገልግሎት መጀመሪያው ቀን በማይክሮ ፎከስ ማዘዣ አስተዳደር ስርዓት ውስጥ የደንበኞች ትዕዛዝ የተያዘበት ቀን ነው
- The import of SaaS Data into SaaS during the implementation requires that the information is made available to Micro Focus at the appropriate step of the solution implementation and in the Micro Focus designated format
- ደንበኛው የአስተዳዳሪዎች ትክክለኛ የመገናኛ መረጃን በማይክሮ ፎከስ መያዙን ማረጋገጥ አለበት።
- ደንበኛው በደንበኛው አካባቢ ውስጥ መስፈርቶቹን ለማሟላት ተገቢ የሆኑ አማራጮችን ወስኗል፣ መርጧል እና ይጠቀማል፣ የመረጃ ደህንነት ቁጥጥሮች፣ የግንኙነት አማራጮች እና የንግድ ቀጣይነት፣ የመጠባበቂያ እና የማህደር አማራጮችን ጨምሮ።
- ደንበኛው በግለሰብ መለያ ላይ ለተጠያቂነት እና ለክትትል ተደራሽነት ደህንነቱ የተጠበቀ አሰራርን ያቋቁማል እና ይከተላሉ
Furthermore, SaaS is provided based on the assumption that Customer will implement and maintain the following controls in its use of SaaS:
- የደንበኛ አሳሽ እና ሌሎች ደንበኞች ከSaaS ጋር እንዲገናኙ በማዋቀር ላይ
- SaaSን ለመድረስ የደንበኛ አውታረ መረብ መሳሪያዎችን በማዋቀር ላይ
- የተፈቀደላቸው ተጠቃሚዎችን መሾም
- የዋና ተጠቃሚ የይለፍ ቃሎች በበቂ ሁኔታ ጠንካራ እና በአግባቡ የሚተዳደሩ እንዲሆኑ የSaaS መለያውን በማዋቀር ላይ
- Procedures for access approvals, modifications and terminations.
የመልካም እምነት ትብብር
Customer acknowledges that Micro Focus’ ability to provide SaaS and related services depends upon Customer’s timely performance of its obligations and cooperation, as well as the accuracy and completeness of any information and data provided to Micro Focus. Where this Service Description requires agreement, approval, acceptance, consent or similar action by either party, such action will not be unreasonably delayed or withheld. Customer agrees that to the extent its failure to meet its responsibilities results in a failure or delay by Micro Focus in performing its obligations under this Service Description, Micro Focus will not be liable for such failure or delay.
Created May 2025
Copyright 2025 OpenText.
የአገልግሎት መግለጫ
OpenText™ Core Performance Engineering Analysis
https://www.microfocus.com/en-us/legal/software-licensing
ሰነዶች / መርጃዎች
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OpenText Core Performance Engineering Analysis [pdf] መመሪያ መመሪያ Core Performance Engineering Analysis, Performance Engineering Analysis, Engineering Analysis, Analysis |