OpenText Core Performance Engineering Analysis Instruction Manual

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. Capitalized terms used but not defined herein shall have the meanings set forth in the SaaS Terms.

Standard Service Features

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.

SaaS Delivery Components

SaaS Operational Services

Architecture Components
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.

Application Administration
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.

Service Support
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.

Support Features:

Activity

Service Monitoring
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

Capacity and Performance Management
The architecture allows for addition of storage capacity.

Operational Change Management
Micro Focus follows a set of standardized methodologies and procedures for efficient and prompt handling of changes to SaaS infrastructure and application, which enables beneficial changes to be made with minimal disruption to the service.

Data Backup and Retention

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 outage or similar loss of service for SaaS.
SaaS Data
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.

Disaster Recovery for SaaS

Business Continuity Plan
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.

Backups
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.

SaaS Security

Micro Focus maintains an information and physical security program designed to protect the confidentiality, availability, and integrity of SaaS Data.

Technical and Organizational Measures
Micro Focus regularly tests and monitors the effectiveness of its controls and procedures. No security measures are or can be completely effective against all security threats, present and future, known and unknown. The measures set forth in this section may be modified by Micro Focus but represent a minimum standard. Customer remains responsible for determining the sufficiency of these measures.

Physical Access Controls
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:

Presence of on-site security personnel on a 24×7 basis
Use of intrusion detection systems

Use of video cameras on access points and along perimeter
Micro Focus employees, subcontractors and authorized visitors are issued identification cards that must be worn while on premises
Monitoring access to Micro Focus facilities, including restricted areas and equipment within facilities
Maintaining an audit trail of access

Access Controls
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:

Secure user identification and authentication protocols
Authentication of Micro Focus personnel in compliance with Micro Focus standards and in accordance with ISO27001 requirements for segregation of duties
SaaS Data is accessible only by authorized Micro Focus personnel who have a legitimate business need for such access, with user authentication, sign-on and access controls
Employment termination or role change is conducted in a controlled and secured manner
Administrator accounts should only be used for the purpose of performing administrative activities
Each account with administrative privileges must be traceable to a uniquely identifiable individual
All access to computers and servers must be authenticated and within the scope of an employee’s job function
A collection of information that can link users to actions in the SaaS environment
Collection and maintenance of log audits for the application, OS, DB, network and security devices according to the baseline requirements identified
Restriction of access to log information based on user roles and the “need-to-know”
Prohibition of shared accounts

Availability Controls
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.

Controls regarding disruption prevention include:

Uninterruptible power supplies (UPS) and backup power generators
At least two independent power supplies in the building

Robust external network connectivity infrastructure

Data Segregation
SaaS environments are segregated logically by access control mechanisms. Internet-facing devices are configured with a set of access control lists (ACLs), which are designed to prevent unauthorized access to internal networks. Micro Focus uses security solutions on the perimeter level such as: firewalls, IPS/IDS, proxies and content-based inspection in order to detect hostile activity in addition to monitoring the environment’s health and availability.

Data Encryption
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.

Audit

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.

Micro Focus Security Policies

Micro Focus conducts annual reviews 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.
Customer initiated security testing is not permitted, which includes application penetration testing, vulnerability scanning, application code testing or any other attempt to breach the security or authentication measures of the SaaS.

Security Incident Response

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@opentext.com.

Micro Focus Employees and Subcontractors

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.

Data Subject Requests

Micro Focus will refer to Customer any queries from data subjects in connection with SaaS Data.

Scheduled Maintenance

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.
Planned windows will be scheduled at least two (2) weeks in advance when Customer action is required, or at least four (4) days in advance otherwise.

Scheduled Version Updates
“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.

Service Decommissioning

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.

Service Level Objectives

Micro Focus provides clear, detailed, and specific Service Level Objectives (SLOs) for SaaS. These SLOs are targets used by Micro Focus to deliver the service and are provided as guidelines. They in no way create a legal requirement or obligation for Micro Focus to meet these objectives.
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.
SaaS Availability 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”).
Measurement Method
TSA shall be measured by Micro Focus using Micro Focus monitoring software running from a minimum of four global locations with staggered timing. On a quarterly basis, the TSA will be measured using the measurable hours in the quarter (total time minus Downtime Exclusions) as the denominator. The numerator is the denominator value minus the time of any outages in the quarter (duration of all outages combined) to give the percentage of available uptime (2,198 actual hours available / 2,200 possible available hours = 99.9 availability).
An “outage” is defined as two consecutive monitor failures within a five-minute period, lasting until the condition has cleared.
Downtime Exclusions
The TSA shall not apply to or include any time during which SaaS is unavailable in connection with any of the following (specifically, the number of hours of unavailability in the measured period per the Measurement Method section above due to the following shall not be included in either the numerator or the denominator for the measurement):
- Overall Internet congestion, slowdown, or unavailability
- Unavailability of generic Internet services (e.g. DNS servers) due to virus or hacker attacks
- Outages caused by disruptions attributable to force majeure events (i.e., unforeseeable events outside of Micro Focus’ reasonable control and unavoidable even by the exercise of reasonable care
- Customer-caused outages or disruptions
- Outages not caused by Micro Focus or not within the control of Micro Focus (i.e. unavailability due to problems with the Internet), unless caused by Micro Focus’ service providers
- Unavailability due to Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Micro Focus
- Scheduled maintenance activities
- Scheduled SaaS Upgrades
- Customer exceeding the service restrictions, limitations or parameters listed in this Service Description and/or the Order
- Unavailability due to customizations made to the Micro Focus SaaS which are not validated, reviewed and approved in writing by both parties
- System downtime requested by Customer
- Suspensions of the Micro Focus SaaS by Micro Focus as a result of Customer’s breach of the SaaS Terms

Reporting
Micro Focus will provide self-service access to Customer to the availability data online at
https://home.software.microfocus.com/myaccount

In addition, Micro Focus will provide an Actual Service Availability Report (“ASA Report”) in accordance with this Service Level Commitments section to Customer upon request. If Customer does not agree with the ASA Report, written notice of non-agreement must be provided to Micro Focus within fifteen (15 days) of receipt of the ASA Report.

Remedies for Breach of Service Levels

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 example calculations using this formula are illustrated in the table below:

Customer must request credits in writing to Micro Focus within ninety (90) days of receipt of the ASA Report resulting in such credit and identify the support requests relating to the period where the SaaS production application was not available for access and use by the Customer over the internet. Micro Focus shall apply the requested credits on a quarterly basis.

Online Support Availability SLO

Online Support Availability is defined as the SaaS support portal
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”).

Measurement Method
Online Support Uptime shall be measured by Micro Focus using Micro Focus monitoring software running from a minimum of four global locations with staggered timing. On a quarterly basis, Online Support Uptime will be measured using the measurable hours in the quarter (total time minus planned downtime, including maintenance, upgrades, etc.) as the denominator. The numerator is the denominator value minus the time of any outages in the quarter (duration of all outages combined) to give the percentage of available uptime (2,198 actual hours available / 2,200 possible available hours = 99.9 availability).
An “outage” is defined as two consecutive monitor failures within a five-minute period, lasting until the condition has cleared.

Boundaries and Exclusions
Online Support Uptime shall not apply to or include any time during which the SaaS support portal is unavailable in connection with any of the following (specifically, the number of hours of unavailability in the measured period per the Measurement Method section above due to the following shall not be included in either the numerator or the denominator for the measurement):

Overall Internet congestion, slowdown, or unavailability
Unavailability of generic Internet services (e.g. DNS servers) due to virus or hacker attacks
Force majeure events

Actions or inactions of Customer (unless undertaken at the express direction of Micro Focus) or third parties beyond the control of Micro Focus
Unavailability due to Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Micro Focus
Scheduled maintenance

Scheduled SaaS Upgrades

Initial SaaS Response Time 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 Support SLOs
There are two types of SaaS Support SLOs: Service Request and Support Request SLOs.

The Service Request SLO applies to the majority of routine system requests. This includes functional system requests (product add/move/change), informational, and administrative requests.
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.

The Response and Resolution Targets are provided as guidelines and represent typical request processing by Micro Focus SaaS support teams. They in no way create a legal requirement or obligation for Micro Focus to respond in the stated time. The Response and Resolution Targets, including their scope and determining factors (such as impact and urgency), are further described at
https://home.software.microfocus.com/myaccount/slo/.

Termination Data Retrieval Period 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.

Standard Service Requirements

Roles and Responsibilities
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:

Customer Roles and Responsibilities

Micro Focus Roles and Responsibilities

Assumptions and Dependencies
This Service Description is based upon the following assumptions and dependencies between the Customer and Micro Focus:

Customer must have internet connectivity to access SaaS
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

The service commencement date is the date on which Customer´s Order is booked within the Micro Focus order management system
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
Customer must ensure that its administrators maintain accurate contact information with Micro Focus

Customer has determined, selected, and will use options in the Customer environment that are appropriate to meet its requirements, including information security controls, connectivity options, and business continuity, backup and archival options
Customer will establish and follow secure practices for individual account-based access for accountability and traceability

Furthermore, SaaS is provided based on the assumption that Customer will implement and maintain the following controls in its use of SaaS:

Configuring Customer’s browser and other clients to interact with SaaS
Configuring Customer’s network devices to access SaaS
Appointing authorized users

Configuring its SaaS account to require that end-user passwords are sufficiently strong and properly managed
Procedures for access approvals, modifications and terminations.

Good Faith Cooperation
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

Service Description
OpenText™ Core Performance Engineering Analysis

https://www.microfocus.com/en-us/legal/software-licensing

Documents / Resources

OpenText Core Performance Engineering Analysis [pdf] Instruction Manual
Core Performance Engineering Analysis, Performance Engineering Analysis, Engineering Analysis, Analysis

References

User Manual

OpenText Core Performance Engineering Analysis