Strategy MCE Software User Guide

Strategy MCE Software

Swaraview

• The Managed Cloud Enterprise service (“MCE” or “MCE Service”) is a Software-as-a-service (“SaaS”) offering that Strategy manages on its customers’ behalf in an Amazon Web Services, Microsoft Azure, or Google Cloud Platform environment that includes access to, collectively, (a) the “Cloud Platform” version of Strategy software products (an optimized version of the Strategy software platform built specifically for deployment in an Amazon Web Services, Microsoft Azure, or Google Cloud Platform environment) licensed by the customer; (b) Cloud Support, as described below; and (c) Cloud Architecture, as described below. Strategy’s SaaS delivery model is designed to allow businesses to consume the Strategy Analytics and
• Mobility platform in a single tenant architecture (unless otherwise described in AI Capabilities) without the need to deploy and manage the underlying infrastructure.
• MCE nawakake arsitektur komputasi sing disebar nggunakake layanan cloud-native sing diwenehake dening Microsoft Azure, Amazon Web Services or Google Cloud Platform. As this technology evolves, Strategy continually incorporates new services that allow for increased availability, security, or performance to ensure the latest architecture is available to our customers. At the core of the solution are Strategy Analytics and Mobility, a secure, scalable, and resilient business intelligence enterprise application platform.
• MCE also includes the elements needed to operate, access, and manage the intelligence architecture. Users are provisioned with their own dedicated intelligence architecture based on a reference architecture. Once provisioned, users can develop, tailor, and manage the application components to meet their respective needs. Based on this operating model, customers administer and control the Analytics and Mobility solution while Strategy maintains the supporting cloud-based infrastructure.

Dhukungan Cloud

• As a Managed Cloud Enterprise service customer, you will receive “Cloud Application Support” (“Cloud Support”) in which our Cloud Support engineers will provide ongoing support over your MCE Service term to assist in maximizing the performance and agility—and minimizing the cost— of your Strategy Cloud Platform deployment.
• Cloud Support includes environment configuration (setting up customer accounts in a selected region and CIDR for VPC/VNETs/Subnets), enterprise data warehouse integration (including modifying the Strategy configuration for data warehouse connections and opening any connectivity for external data warehouses), authentication (SSO/OIDC), and application integration.
• Additionally, Standard Support for the Cloud Platform version of Strategy Products is provided with the licenses for such Products pursuant to your contract with Strategy and our Technical Support Policies and Procedures, except that all MCE customers are entitled to four Support Liaisons (as defined in the Technical Support Policies and Procedures). Strategy Cloud Elite Support is sold to MCE Service customers as an add-on offering to standard Cloud Support. A subscription to
• Cloud Elite Support provides MCE Service customers, among other benefits, with enhanced initial response times for P1 and P2 issues, four additional Support Liaisons (eight total), weekly case management meetings, and customizable system alerts. Strategy’s Cloud Support Offerings are detailed below in Appendix A.
• Hak Cipta © 2026 Strategi. Kabeh hak dilindhungi undhang-undhang.
• Yen produksi outage issue occurs, Strategy reserves the right to fix the issue on behalf of the customer without pre-authorization. If a support issue is logged and determined through the diagnosis that the Root Cause Analysis (RCA) indicates the stated issue is due to a customer-specific customization of the Strategy application, the Cloud Support team will provide the customer with available options to resolve the issue. These solutions may require the purchase of Strategy Professional Services for additional assistance, depending on the complexity of the issue.

Arsitektur Awan
Arsitektur Awan sing ditawakake minangka bagean saka Layanan MCE minangka arsitektur referensi sing dioptimalake sing nyedhiyakake desain lan tata kelola data kelas perusahaan, lan kalebu (a) komponen Arsitektur Awan sing dibutuhake kanggo mbukak lingkungan SaaS sampeyan, sing dikonfigurasi liwat Arsitektur Instance Tunggal, utawa Arsitektur MCE High-Availability (HA) dibangun kanthi rinci ing ngisor iki, lan (b) komponen Cloud Environment lan Dhukungan arsitektur sing dibutuhake kanggo nyedhiyakake layanan arsitektur MCE kanthi sukses

Infrastruktur Awan
Our MCE Service offers a single-tenant platform architecture built based on industry, best practices for security, compliance, and availability. All offerings are fully managed cloud environments with 24/7 availability and separate metadata servers, load balancers, firewalls, data egress, and other services to ensure ease of use. This cloud infrastructure (“Additional SaaS Components”) is available in several configurations, as described below:

1. Infrastruktur awan sing diwenehake karo Cloud Architecture - Lingkungan operasi Tier 1 (ditetepake kanthi urutan minangka "Platform Cloud kanggo AWS-Tier 1-MCE" utawa "Platform Cloud kanggo Azure-Tier 1-MCE" utawa "Platform Cloud kanggo GCP - Tier 1 - MCE") kalebu komponen ing ngisor iki:
   • siji (1) conto produksi karo nganti 256 GB RAM;
   • siji (1) conto non-produksi karo nganti 128 GB RAM; lan
   • siji (1) conto Windows non-produksi karo munggah 32 GB RAM
2. The cloud infrastructure provided with the Cloud Architecture – Tier 2 operating environment (designated on an order as “Cloud Platform for AWS-Tier 2-MCE” or “Cloud Platform for Azure-Tier 2-MCE” or “Cloud Platform for GCP – Tier 2
   • MCE") kalebu komponen ing ngisor iki:
   • loro (2) produksi kedadean (HA) karo munggah 512 GB RAM saben;
   • siji (1) conto non-produksi karo nganti 256 GB RAM; lan
   • siji (1) conto Windows non-produksi karo munggah 32 GB RAM.
3. The cloud infrastructure provided with the Cloud Architecture – Tier 3 operating environment (designated on an order as “Cloud Platform for AWS-Tier 3-MCE” or “Cloud Platform for Azure-Tier 3-MCE” or “Cloud Platform for GCP – Tier 3 MCE”) includes the following components:
   •  loro (2) produksi (HA) karo nganti 1 TB RAM saben;
   • siji (1) conto non-produksi karo nganti 512 GB RAM; lan
   • siji (1) conto non-produksi karo nganti 256 GB RAM; lan
   •  loro (2) non-produksi Windows kedadean karo munggah 64 GB RAM saben.
4.  Infrastruktur awan sing diwenehake karo Cloud Architecture - Lingkungan operasi Tier 4 (ditetepake kanthi urutan minangka "Platform Cloud kanggo AWS-Tier 4-MCE" utawa "Platform Cloud kanggo Azure-Tier 4-MCE" utawa "Platform Cloud kanggo GCP - Tier 4 - MCE") kalebu komponen ing ngisor iki:
   •  loro (2) produksi (HA) karo nganti 2 TB RAM saben;
   • siji (1) conto non-produksi kanthi nganti 1 TB RAM; lan
   • siji (1) conto non-produksi karo nganti 512 GB RAM; lan
   •  loro (2) non-produksi Windows kedadean karo munggah 64 GB RAM saben.
5. Arsitektur Cloud - Penawaran standar (ditetepake kanthi urutan minangka "Arsitektur Cloud - AWS" utawa "Arsitektur Cloud - Azure) kalebu komponen ing ngisor iki:
   • siji (1) simpul produksi karo nganti 512 GB RAM;
   •  siji (1) simpul pangembangan non-produksi kanthi nganti 64 GB RAM; lan
   • siji (1) simpul sarana non-produksi karo nganti 32 GB RAM.
6. Additional nodes are also available to purchase through the execution of an order as an add-on to this offering. Each additional node purchased is for use in either production or non-production environments and includes up to 512 GB RAM. A customer may purchase additional nodes to create a HA production instance (inclusive of a high-performance file sistem) utawa digunakake minangka lingkungan mandiri sing kapisah kanggo jaminan kualitas utawa pangembangan.
7. The Cloud Architecture – Small offering (designated on an order as “Cloud Architecture – AWS Small” or “Cloud Architecture – Azure Small”) is available for purchase by certain small to medium-sized customers with less complex requirements and includes the following components:
   •  siji (1) simpul produksi karo nganti 128 GB RAM; lan
   • siji (1) simpul sarana non-produksi karo nganti 16 GB RAM.
8. Arsitektur Awan - Penawaran standar GCP (sing ditunjuk minangka "Arsitektur Awan - GCP") kalebu komponen ing ngisor iki:
   • siji (1) simpul karo nganti 640 GB RAM; lan
   •  siji (1) simpul sarana non-produksi karo nganti 32 GB RAM.
9. Additional GCP nodes are also available to purchase through the execution of an order as an add-on to this offering. Each additional node purchased includes up to 640 GB RAM. A customer may purchase additional nodes to create a HA production instance (inclusive of a high-performance file sistem) utawa digunakake minangka lingkungan mandiri sing kapisah kanggo jaminan kualitas utawa pangembangan.
10. H. Arsitektur Awan - Penawaran GCP Cilik (ditetepake minangka "Arsitektur Awan - GCP Cilik") kasedhiya kanggo dituku dening pelanggan cilik nganti medium tartamtu kanthi syarat sing kurang rumit lan kalebu komponen ing ngisor iki:
    • siji (1) simpul karo nganti 128 GB RAM; lan
    • siji (1) simpul sarana non-produksi karo nganti 16 GB RAM.

Penawaran kasebut dituku kanggo sampeyan saka Microsoft Azure, Amazon Web Services, or Google Cloud Platform to host the Strategy Cloud Platform in an MCE and will be operated out of a mutually determined data center location. As part of these additional SaaS components, we will also provide you with Cloud Environment Support for your instance-based deployments and container-based deployments, as further described in this Guide, which includes support of your Strategy Cloud Platform  managed by Strategy experts in the MCE. Such support also includes 24/7/365 system monitoring and alerting, daily backups for streamlined disaster recovery, updates and quarterly system reviews, lan mriksa kepatuhan taunan lan sertifikasi keamanan. Kajaba iku, kabeh pelanggan MCE bakal nampa nganti 1 TB saben wulan data metu tanpa biaya tambahan. Minangka bagéan saka re layanan seprapat MCEview, we will advise you if your monthly data egress usage is close to or exceeds 1 TB for each MCE environment. Environments showing consistent high usage may be subject to overage charges or tier adjustments.

Arsitektur MCE

Customers who purchase either the AWS, Azure, or GCP Cloud Architecture – Standard or Cloud Architecture – Tier 1 offering of Strategy’s MCE Architecture will receive one Production instance, one non-Production instance, and one Windows instance from either Microsoft Azure or Amazon Web Services or GCP. Each instance consists of a single server for Strategy Intelligence Server, Web, Library, Mobile, and Collaboration. There is also a database for the Strategy metadata, statistics, insights, and collaboration services. The MCE Architecture is built to scale to thousands of end users. Deployments post June 2025 leverage container-based architecture. Some of the benefits of the two are highlighted below:

kategori	Container-Based Deployment	Instance-Based Deployment
Provisioning & Security	New provisioning console with MFA for secure, streamlined access and management.	Traditional provisioning with no MFA options for customers.
Maintenance & Update	Monthly updates combined with maintenance — fewer events and shorter downtime.	Separate maintenance and update cycles — more frequent events and longer downtime.
Pamulihan Bencana	Enhanced DR with shorter targets: RTO ~4 hours / RPO ~4 hours, enabling faster recovery.	Longer recovery targets: RTO ~6 hours / RPO ~24 hours.
Skalabilitas	Horizontal scaling enables seamless capacity expansion, with	Primarily vertical scaling, typically requiring downtime.

	vertical scaling requiring minimal downtime.
Fleksibilitas Operasional	Rolling updates and restarts support configuration changes (License Key, SSO, etc.) with minimal downtime.	Many configuration changes require longer planned downtime.

Arsitektur MCE sing kasedhiya kanthi dhuwur
Strategy’s High-Availability MCE Architecture consists of a HA Cloud Architecture spanned across multiple Availability Zones. Strategy Metadata database is also HA through a multi-Availability Zone architecture offered by cloud service providers. The High-Availability MCE Architecture is included in the Cloud Architecture Tier 2, Tier 3, and Tier 4 offerings. MCE customers may move to the next available Tier if additional non-production instances are required, listed under the Cloud Architecture section.

Lingkungan Awan

As part of the Cloud Architecture, Strategy will provide Cloud Environment Support to you by maintaining your environments for the total number of instances purchased as part of an MCE Service subscription, including the following:

• Kasedhiyan Layanan
  Service availability for both production and non-production instances is 24/7 by default. However, non-production instances may also be set to a minimum of 12/5 (aligned to the customer’s local time zone). These parameters can be adjusted based on mutual agreement.
• Analisis Penyebab Root (RCA)
  Kanggo produksi otages, an RCA can be requested by the customer. Customers will receive the RCA report within ten (10) business days of the request. Cloud Support will cover all aspects regarding the diagnosis of the RCA. It may also cover product defects, security updates, operating system updates, and changes. As noted, if an RCA determines an issue to be created by a customer-specific customization, Strategy will provide options outside of Cloud Support, such as Professional Services engagements, to remedy the issue.
• Hotline Dhukungan Cloud 24/7
  Kanggo Kayata Produksi outages where system restoration is paramount, a global cloud team is mobilized for prompt resolution. The Strategy Cloud team functions around the clock to support customers and maintain service SLAs.
• 24/7 ngawasi lan Tandha
  Key system parameters are monitored for all production and non-production instances. Strategy has alerts on CPU utilization, RAM utilization, disk space, application-specific performance counters, VPN Tunnel, and ODBC warehouse sources monitoring. As part of Strategy’s Cloud Elite Support Offering, customers are eligible to receive system alert notifications.
• Gawe serep
  Daily backups are performed for all customer systems, including system state and metadata. By default, MCE customers will have a thirty (30) day backup retention period, and a monthly backup archive for the preceding eleven (11) months. All backups are inclusive of metadata, cubes, caches, images, and plugins. Mangga hubungi Eksekutif Akun kanggo ngira biaya tambahan yen sampeyan duwe syarat serep tambahan.
• Platform Analytics
  Strategy Platform Analytics is set up for all Strategy customers on MCE and maintained to allow for instant access to system performance metrics. Strategy will monitor the MCE Service-based data repository and/or cube memory requirement of the Platform Analytics database. In the event the space availability is less than 20% of the allocated storage, after receiving the customer’s consent, Strategy will purge older data from the MCE Service-based Platform Analytics database in 30-day increments until the disk availability is below the 80% capacity threshold. The amount of data that the customer chooses to keep may have a corresponding cost to the customer. Contact your Account team for a cost estimate to modify the MCE Service, including increases to the data repository and/or cube memory requirements.

Pangopènan

Maintenance windows are scheduled monthly to allow for third-party security updates to be applied to the MCE platform. During these scheduled interruptions, the MCE systems may be unable to transmit and receive data through the provided services. Customers should plan to create a process that includes the pause and restart of applications, rescheduling subscriptions, and including, but not limited to, related data load routines. When it is necessary to execute emergency maintenance procedures, Strategy will notify customer-specific support liaisons via email as early as possible—identifying the nature of the emergency and the planned date and time of execution. Customers will normally receive a minimum of two weeks’ advance notification for planned maintenance windows. However, if emergency maintenance work is required, we will use commercially reasonable efforts to give 24-to 48-hour notice before applying a remedy. MCE customers are required to adhere to their monthly maintenance window. If the assigned window is not suitable, please contact your Cloud Technical Account Manager (TAM).

Layanan Triwulanan Reviews
The assigned designated Technical Account Manager (TAM) for your MCE will conduct the Quarterly Service Reviews (QSR) with the business and technical contacts on a quarterly cadence. This may include an overview sumber daya sistem lan rekomendasi adhedhasar tren sing diamati.

Kasedhiyan Infrastruktur

The MCE Service is architected to withstand the failure of an individual service to maintain availability. For HA environments, this is achieved by utilizing underlying application features and building on best practices. Strategy Cloud also utilizes the advantages saka Availability Zones ("AZ") ing AWS, Azure, lan GCP.

Intra-Region Fail-Over (HA)
For Tier 2 and above, production environments are deployed across multiple Availability Zones. This provides physical separation of compute and data and allows the service to continue running if one AZ becomes unavailable.

Instance-based deployments
In the event of an AZ failure, the remaining Instance continues to run, and data remains intact (RDS and EFS are resilient across AZs). There is no data loss and no recovery downtime. Capacity may be temporarily reduced until the failed instance is replaced. Tier 1 will have an RPO (Recovery Point Objective) of 24 hours and an RTO (Recovery Time Objective) of 48 hours.

Container-based deployments
For container-based deployments in all Tiers, failover is automatic. If capacity is available in a third AZ, replacement workloads are started there. Some active sessions or jobs on the affected AZ may be interrupted, but services are restored automatically without manual intervention.

Inter-Region Disaster Recovery (DR)
Strategy’s MCE offering does not provide region failover in its standard offering. However, customers do have the option to purchase Inter-Region failover as an add-on to the standard offering at an additional cost. Strategy recommends having a
secondary data warehouse site available for Inter-Region failover when considering a disaster recovery purchase. Strategy provides the following options for Inter-region:

Instance-Based Deployments

• Hot-Cold: A failover environment is pre-provisioned in the secondary region but remains shut down until a disaster occurs in the primary region. Provides a targeted RPO of 24 hours and RTO of 6 hours.
• Hot-Warm: A failover environment is pre-provisioned in the secondary region and refreshed daily with metadata. The environment is shut down after each refresh. Provides a targeted RPO of 24 hours and RTO of 4 hours.

Container-Based Deployments

• Hot-Cold: A failover environment is provisioned in the secondary region only after a disaster occurs in the primary region. Provides a targeted RPO of 4 hours and RTO of 4 hours.
• Hot-Warm: A failover environment is provisioned in the secondary region upon disaster. Provides a targeted RPO of 30 minutes and RTO of 2 hours.

Nganyari lan Nganyarke

• Strategi setya nyedhiyakake nganyari paling anyar kanthi ndandani keamanan, mula kabeh pelanggan kudu njupuk advantage of the fixes and new features. For each Product license, we will deliver to you every quarter for instance-based deployments and every month for container-based deployments at no charge and at your request, an update and/or upgrade as part of the Technical Support Services subscription. Major upgrades are completed in a free parallel environment for up to 30 days to allow for customer testing for instance-based deployments while it will be in place for container-based deployments. Updates may not include new separately marketed products. Customers requiring longer than 30 days to complete the upgrade should contact their Account Executive.
• Your TAM will work with you each quarter and/or month to schedule the updates. These updates are seamless and carry over all customizations in your Strategy environment. The customer is responsible for ensuring SDK Mobile apps are recompiled to comply with newer versions of Strategy. Customers are also encouraged to perform regression testing on the updated environment, along with data validation and testing other custom workflows.

Peran lan tanggung jawab

The RACI (Responsible, Accountable, Consulted, Informed) Table in Appendix B highlights the roles and responsibilities of customers and Strategy. Please note that some responsibility relies on cloud service providers and, therefore, Strategy will comply with Cloud providers’ Service Level Agreement for service availability.

Non-Migrated Strategy Components
Stated below are the Strategy components that will not be hosted in the cloud. Customers are highly encouraged to move away from legacy components and leverage newer and modern replacements of such tools:

• Strategy Narrowcast Server replaced with Distribution Services
•  Strategy Enterprise Manager replaced with Platform Analytics
• Legacy Office plugin (non-365 version)

The following items are supported only for connectivity to MCE. Strategy will not host them in the Cloud. These solutions may require additional assistance from Strategy Professional Services.

• IIS web server kanggo ndhukung MDX
• Kustomisasi ora ing wangun plugin

Layanan Distribusi

All Strategy Cloud customers are required to use their own SMTP server for delivery of email and history list subscriptions. File subscriptions are pushed to an Amazon S3 bucket, Azure BLOB Storage, or Google Cloud Storage, provided to the customer as part of the MCE infrastructure. Customers may pull file subscriptions from the storage locations provided during the onboarding process with their TAMs. Our Professional Services team is available to assist with any customizations that may be required to move File langganan saka Amazon S3, BLOB, utawa Cloud Storage menyang lokasi sing dikarepake.

Lisensi Migrasi MCE
Two additional licenses are provided for Cloud operations and maintenance. These accounts are the ‘mstr’ and ‘Axx-administrator’ or ‘Cxx-administrator’ or ‘Gxx-administrator’. mstr user should never be deleted.

Kapabilitas AI

• The “AI Power User,” “AI Consumer User,” “AI Architect User,” “Strategy AI,” and “Strategy AI User” SKUs provide artificial intelligence capabilities as a part of your MCE Service (“AI Capabilities”).
• AI Capabilities are designed to accommodate various user roles, and provide AI-assisted data exploration, automated dashboard design processes, SQL generation tools, and ML-based visualization methods. The AI Capabilities within the framework of the Strategy analytics platform augment the platform’s data processing and presentation capabilities. The use of AI Capabilities may have limitations which impact the effectiveness, quality and/or accuracy of output from your MCE Service and should not replace human decision-making.
• You remain responsible for judgments, decisions, and actions you make or take based on the output of your MCE Service. You must use our AI capabilities only for the intended purpose set forth in this Guide and in the Strategy AI Security Whitepaper, available here: Strategy AI Security Whitepaper. To the extent your use of our AI offerings could potentially be classified as high risk under the EU AI Act or other applicable laws and regulations governing AI, such use is undertaken solely at your own risk and you must comply with all applicable laws and regulations governing its use and Strategy has no responsibility or liability for any loss, damage, claim, cost, or other consequence arising from or related to such use.
• Notwithstanding anything to the contrary, we may provide AI Capabilities to you from an environment that is different from the operating environment specified on your MCE Service order. You may not perform any penetration testing on the artificial intelligence service powering the AI Capabilities. Consumption-Based Licensing and Auto-Replenishment of the Strategy AI SK
• For each Strategy AI SKU quantity you license, you may consume up to twenty thousand (20,000) Questions (as defined below) for a period of up to twelve (12) months beginning on the order effective date and, in the case of a replenishment, from the beginning of the replenishment effective date (each period, a “Use Period”). Unconsumed Questions are automatically forfeited at the earlier of (a) the end of the Use Period, or (b) termination or expiry of the MCE Service term, and do not carry over to any subsequent Use Periods. Upon the earlier of the expiration of the Use Period or the full consumption of 20,000 Questions, we will automatically replenish your right to consume an additional 20,000 Questions for each licensed Strategy AI SKU quantity for a subsequent Use Period, each at the then current list price for such Strategy, unless you provide written notice to us that you desire not to auto-replenish (a) at least ninety (90) days before the expiration of the then current Use Period, or (b) before 18,000 Questions have been consumed, whichever occurs first. Strategy AI is otherwise non-cancelable by you and non-refundable.
• • For the avoidance of doubt, the foregoing does not apply to the licensing of the other AI Capability SKUs, which are licensed on a named user basis, with no limit on the number of questions. Customers purchasing the Strategy AI SKU will have access to Platform Analytics, which will include your usage in its reporting.
• One “Question” is defined as any input action taken while using the Strategy AI SKU. Below are exampPitakonan:
  • Jawaban Otomatis (macem-macem pilihan konsumsi):
  • One action submitted to Strategy’s Auto chatbot that returns a response constitutes consumption of one Question.
  • One click on auto-populated suggestions below Strategy’s Auto chatbot input box constitutes consumption of one Question.
  • sembarang pilihan sakteruse (s) saka analisis data dianjurake dadi konsumsi Pitakonan tambahan.
• SQL otomatis:
  • One action submitted to Strategy’s Auto chatbot that returns a response constitutes consumption of one Question.
• Auto Dashboard (multi pilihan konsumsi):
  • One action submitted to Strategy’s Auto chatbot that returns a response constitutes consumption of one Question.
  • One click on auto-populated suggestions below the Strategy’s Auto chatbot input box constitutes consumption of one Question.
  •  Any subsequent selection(s) of the recommended data analysis constitutes consumption of an additional Question.

Agent Activation
For configurations that include any combination of “AI Power User,” “AI Consumer User,” or “AI Architect User,” customers may request additional advisory assistance related to getting started with their Agentic features (Agent Activation Advisory). Agent Activation Advisory assistance can be requested only once and is limited to the following 2 Agents, as detailed below:

•   1 Structured Agent includes: 2 datasets, 15 attributes per dataset, 15 metrics per dataset, 5 derived metrics, 1 language, and up to 5M rows per dataset.
• 1 Unstructured Agent includes: up to 3 PDF/Doc files with up to 250 pages per document.

If additional advisory services are needed, Strategy will provide options outside of Cloud Support, such as Professional Services engagements.

Keamanan

Macem-macem alat keamanan digunakake kanggo nindakake tes lan remediasi penetrasi, logging acara sistem, lan manajemen kerentanan. Layanan MCE njaga postur keamanan sing dhuwur miturut standar keamanan ing ngisor iki:
Kontrol Organisasi Layanan (SSAE-18)

• SSAE-18 minangka standar audit organisasi layanan sing dikelola dening AICPA. Iki ngevaluasi Kontrol Organisasi Layanan babagan keamanan, kasedhiyan, lan integritas pangolahan sistem lan rahasia lan privasi informasi sing diproses dening sistem. Layanan MCE kita njaga laporan SOC2 Type 2.
• Health Insurance Portability and Accountability Act (HIPAA)
• Controls designed to protect health information
• .Payment Card Industry Data Security Standards (PCI DSS)
• Standar Keamanan Data Industri Kartu Pembayaran (PCI DSS) minangka standar keamanan informasi kepemilikan kanggo organisasi sing nangani informasi pemegang kertu. MCE njaga SAQ-D kanggo Panyedhiya Layanan.
• Organisasi Internasional kanggo Standardisasi (ISO 27001-2)
• International Organization for Standardization (ISO 27001-2) minangka standar manajemen keamanan sing nemtokake praktik paling apik manajemen keamanan lan kontrol keamanan lengkap miturut pandhuan praktik paling apik ISO 27002.

MCE Keamanan Scans

Strategy bakal nindakake re keamananview on all custom components provided by the customers, such as plugins, drivers, etc. Customer is responsible for the remediation of all security findings.

Komponen Cloud Shared Services
Minangka bagéan saka arsitektur platform Layanan MCE lan ndhukung Lingkungan Awan, kita nggabungake solusi pihak katelu kanggo mbantu manajemen, panyebaran, lan keamanan infrastruktur, lan kanggo ngrampungake tugas operasional. Iki kalebu solusi respon manajemen lan deteksi, solusi manajemen postur keamanan awan, pemantauan aplikasi/infrastruktur, solusi manajemen alerting lan on call, lan alur kerja lan alat integrasi sing terus-terusan.

Kasedhiyan Layanan
MCE nawakake persetujuan tingkat layanan 99.9% kanggo lingkungan produksi HA lan tingkat layanan 99% kanggo siji lingkungan produksi non-HA. Kasedhiyan diitung saben sasi tanggalan kaya ing ngisor iki:

Definisi Layanan
“Total Minutes”: the total number of minutes in a calendar month. “Production Instance”: an MCE Intelligence Architecture that users are running in production, in support of an operational business process.

“Unavailability”: for each Production Instance, the total number of minutes in a calendar month during which (1) the Production Instance(s) has no external connectivity; (2) the Production Instance(s) has external connectivity but is unable to process requests (i.e., has attached volumes that perform zero read- write IO, with pending IO in the queue); or (3) all connection requests made by any component of the Production Instance(s) fail for at least five consecutive minutes. “Unavailability” does not include minutes when the MCE is unavailable due to issues related to applications built on the Strategy software platform, including project, report, and document issues; migration problems related to user design; ETL application problems; improper database logical design and code issues; downtime related to scheduled maintenance; downtime experienced as a result of user activity; general internet unavailability; and other factors out of Strategy’s reasonable control.

"Total Ora kasedhiya": ora kasedhiya agregat ing kabeh Instalasi Produksi.
Kanggo sasi tanggalan sebagean nalika pelanggan langganan MCE, kasedhiyan bakal diwilang adhedhasar kabeh sasi tanggalan, ora mung bagean sing langganan.

Pangobatan Layanan
Yen standar kasedhiyan 99.9% (kanggo Instan Produksi HA) lan 99% (kanggo Instance Produksi non-HA) ora ditemoni ing sasi tanggalan tartamtu, pelanggan bisa uga layak kanggo Kredit Layanan, miturut definisi ing ngisor iki. Saben Kredit Layanan bakal diwilang minangka persentage of the total fees paid by customers for the MCE Service, managed by Strategy within the calendar month that a Service Credit has been accrued. This is the exclusive remedy available to customers in the event Strategy fails to comply with the service level requirements set forth in the availability designed in the Service Availability section.

Kredit Layanan
Contoh Produksi HA:

• Availability less than 99.9% but equal to or greater than 99.84%: 1% Service Credit
• Availability less than 99.84% but equal to or greater than 99.74%: 3% Service Credit
• Availability less than 99.74% but equal to or greater than 95.03%: 5% Service Credit
• Availability less than 95.03%: 7% Service Credit

Instance Produksi Non-HA:

• Availability less than 99% but equal to or greater than 98.84%: 1% Service Credit
• Availability less than 98.84% but equal to or greater than 98.74%: 3% Service Credit
• Availability less than 98.74% but equal to or greater than 94.03%: 5% Service Credit
• Availability less than 94.03%: 7% Service Credit

Prosedur Kredit Layanan

• To receive a Service Credit, customers must submit a Strategy case on or before the 15th day of the calendar month following the calendar month in which the Service Credit allegedly accrues that includes the following information: (a) the words “SLA Credit Request” in the “Case Summary/ Error Message” field; (b) a detailed description of the event(s) that resulted in unavailability; (c) the dates, times, and duration of the unavailability; (d) the affected system or component ID(s) provided to customers by Strategy during onboarding and Intelligence Architecture delivery activities; and (e) a detailed description of the actions taken by users to resolve the unavailability.
• Once Strategy receives this claim, Strategy will evaluate the information provided and any other information relevant to determining the cause of the Unavailability (including, for example, information regarding the availability performance of the Intelligence Architecture, third-party software or services, dependencies on customer-hosted or subscribed software or services, operating system, and software components of the MCE). Thereafter, Strategy will determine in good faith whether a Service Credit has accrued and will notify customers of its decision. If Strategy determines that a Service Credit has accrued, then at its discretion, it will either (1) apply the Service Credit to the next MCE Service invoice sent or (2) extend the MCE Service Term for a period commensurate with the Service Credit amount. Customers may not offset any fees owed to Strategy with Service Credits.

Pengecualian

In the context of Strategy MCE services delivered via a SaaS model, the following are considered exclusions for service as it concerns all matters of impacts to availability:

1. Scheduled Maintenance: Service interruptions during scheduled maintenance, announced in advance, are excluded from the SLA.
2. Customer Configurations: Service issues caused by customer actions, such as misconfigurations or excessive API requests, are not covered. Issues related to applications built on the Strategy software platform, including project, report, and document issues; migration problems related to user design; downtime experienced as a result of user activity.
3. ETL Application: Outagsing disebabake dening degradasi utawa kegagalan proses ETL ing aplikasi kasebut.
4. Database Issues and Configuration: Improper database logical design and code issues.
5. Hyper scaler or other Third-party Services: Downtime related to third-party services or dependencies outside control is excluded.
6. Force Majeure: Events beyond control of Strategy, such as natural disasters or government actions, do not qualify for SLA coverage.
7. Unauthorized Access: Issues not originated by Strategy like unauthorized access or credential compromised
8. Customer-Based Migration Issues: Migration problems and outages related kanggo customer utawa desain pangguna.
9. SSO or other Custom Security Configuration or Policies: Implementation and management of custom security policies and compliance measures outside the pre-configured, standard security settings are not included.
10.  Network Connectivity Issues: Issues related to the customer’s internal network or internet connectivity, including VPN configurations and local firewall settings, fall under the customer’s responsibility.

These exclusions ensure a clear boundary of responsibilities and help manage expectations for the scope and limits of Strategy MCE services within a SaaS delivery model.

Ketentuan sing Ditrapake kanggo Ngolah Data Pribadi
This section will apply only to the extent there is no other executed agreement in place regarding the same subject between Strategy and the customer (“Customer”), including any order(s) and/or a master agreement between the customer and Strategy (collectively, the “Governing Agreement”), and shall be considered a Data Processing Addendum (DPA). Except as amended by this DPA, the Governing Agreement will remain in full force and effect.

Definisi

• “Customer Group” means Customer and any affiliate, subsidiary, subsidiary undertaking and holding company of Customer (acting as a Controller) accessing or using the MCE Service on Customer’s behalf or through Customer’s systems or any other third party who is permitted to use the MCE Service pursuant to the Governing Agreement between Customer and Strategy, but who has not signed its own Order Form with Strategy.
• "Kerangka Privasi Data" tegese, sing relevan, (i) Kerangka Privasi Data EU-AS sing diatur dening Departemen Perdagangan AS lan disetujoni dening Komisi Eropa minangka njamin tingkat perlindungan sing nyukupi kanggo Data Pribadi kanggo tujuan Artikel 45 GDPR; (ii) Ekstensi Inggris menyang Kerangka Privasi Data EU-AS sing disetujoni dening panguwasa Inggris Raya sing kompeten minangka njamin tingkat perlindungan sing nyukupi kanggo Data Pribadi kanggo tujuan Artikel 45 UK GDPR; lan (iii) Kerangka Kerja Privasi Data Swiss-AS kaya sing diatur dening Departemen Perdagangan AS lan disetujoni dening Administrasi Federal Swiss minangka njamin tingkat proteksi sing nyukupi kanggo Data Pribadi kanggo tujuan hukum pangayoman data Swiss sing ditrapake, ing saben kasus kaya sing ditindakake, diowahi, digabungake, dileksanakake maneh utawa diganti saka wektu kanggo wektu.
• "Undang-Undang Privasi EU/Inggris" tegese, kaya sing ditrapake: (a) Peraturan Perlindungan Data Umum 2016/679 ("GDPR"); (b) Petunjuk Privasi lan Komunikasi Elektronik 2002/58/EC; (c) Undhang-undhang Perlindungan Data Inggris 2018, Peraturan Perlindhungan Data Umum Inggris kaya sing ditetepake dening Undhang-undhang Perlindungan Data Inggris 2018 kaya sing diowahi dening Peraturan Perlindungan Data, Privasi lan Komunikasi Elektronik (Amandemen dll.) (EU Exit) 2019 (bebarengan karo Undhang-undhang Perlindungan Data Inggris 2018, "UK GDPR2003 Komunikasi"), lan Peraturan Privasi lan Komunikasi Elektronik XNUMX UK. lan (d) hukum apa wae sing relevan, arahan, tatanan, aturan, angger-angger utawa instrumen naleni liyane sing ngleksanakake samubarang ing ndhuwur, ing saben kasus, sing ditrapake lan ditrapake saka wektu kanggo wektu, lan minangka dibenakake, nggabungake, re-enacted utawa diganti saka wektu kanggo wektu.
• “Personal Data” means any information that Strategy processes on behalf of Customer to provide the Services that is defined as “personal data” or “personal information” under any Privacy Law. “Privacy Laws” means, as applicable, EU/UK Privacy Laws, US Privacy Laws, and any similar law of any other jurisdiction which relates to data protection, privacy, or the use of Personal Data, in each case, as applicable and in force from time to time, and as amended, consolidated, re-enacted or replaced from time to time.
• “Security Incident” means the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, any Personal Data. For the avoidance of doubt, an unsuccessful attempt that does not result in the unauthorized access to Personal Data or to any of Strategy’s or  Strategy’s Sub-Processors’ equipment or facilities storing Personal Data, including, without limitation, pings and other broadcast attacks on firewalls or edge servers, port scans, unsuccessful logon attempts, denial of service attacks, packet sniffing (or other unauthorized access to traffic data that does not result in access beyond headers), or similar incidents shall not be considered a Security Incident. “Sub-Processor” means any third party appointed by Strategy to process personal data.
• “Third Country” means any country or territory outside of the scope of the data protection laws of the European Economic Area or the UK, as relevant, that has not been approved as providing adequate protection for Personal Data by the
• relevant competent authority from time to time.
  “US Privacy Laws” means, as applicable, the California Consumer Privacy Act, Colorado Privacy Act, Connecticut Data Privacy Act, Delaware Personal Data Privacy Act, Florida Digital Bill of Rights, Indiana Consumer Data Protection Act, Iowa Consumer Data Protection Act, Montana Consumer Data Privacy Act, Oregon Consumer Privacy Act, Tennessee Information Protection Act, Texas Data Privacy and Security Act, Utah Consumer Privacy Act, and Virginia Consumer Data Protection Act, and any similar law of any other state related to the processing of Personal Data.

Pangolahan Data

As a Processor, Strategy will process the Personal Data that is uploaded or transferred to the MCE Service as instructed by Customer or provided by Customer as Controller in accordance with Customer’s documented instructions. Customer authorizes Strategy, on its own behalf and on behalf of the other members of its Customer Group, to process Personal Data during the term of this DPA as a Processor for the purpose set out in the table below.

Data Pribadi sing ana hubungane karo Layanan MCE

Data Pribadi sing ana hubungane karo Layanan MCE
Subyek pangolahan	Storage of data, including, without limitation Personal Data, provided by Customer for its business purpose
Duration saka Processing	Jangka Layanan MCE lan 90 dina sawise kadaluwarsa periode kasebut
Sifat pangolahan	Panyimpenan, serep, pemulihan, lan pangolahan Data Pribadi sing ana gandhengane karo Layanan MCE.
Tujuan pangolahan	Penyediaan Layanan MCE

Jinis data pribadhi	Data Pribadi sing diunggah utawa ditransfer kanggo diproses liwat Layanan MCE dening Pelanggan
Kategori subyek data	Employees or agents of the Customer and Customer’s customers, prospects, business partners, vendors, and those individuals who have been authorized to use the MCE Service by the Customer

Strategy may aggregate and/or anonymize Personal Data such that it no longer constitutes Personal Data under Privacy Laws and process such data for its own purposes. To the extent Strategy receives de-identified data (as such term is defined under applicable US Privacy Laws) from Customer, Strategy shall:

1.  take commercially reasonable measures to ensure that the data cannot be associated with an identified or identifiable individual;
2.  publicly commit to maintain and use the data only in a de-identified form and not attempt to re-identify the data; and
3. otherwise comply with applicable US Privacy Laws with respect to such de-identified data. Customer will take all measures possible to avoid transferring or providing us with any access to any Personal Data to the extent possible while continuing to use the MCE Service.

In processing Personal Data under the Agreement, Strategy will:

1. only process Personal Data on documented instructions from Customer which the Parties agree that this DPA is Customer’s complete and final documented instruction to Strategy in relation to Personal Data (which the parties agree are reflected in full in this DPA), for the limited and specific purpose described in the table above, and at all times in compliance with Privacy Laws, unless required to process such Personal Data by applicable law to which Strategy is subject; in such a case, Strategy shall inform Customer of that legal requirement before processing, unless that law prohibits such information on important grounds of public interest;
2. ngabari Pelanggan tanpa wektu tundha sing ora perlu yen: (i) nggawe tekad manawa ora bisa ngetrapake kewajiban maneh miturut Undang-undang Privasi AS sing ditrapake utawa (ii) percaya yen instruksi Pelanggan, nglanggar Hukum Privasi sing ditrapake;
3. to the extent required by Privacy Laws, and upon reasonable written notice that Customer reasonably believes Strategy is using Personal Data in violation of Privacy Laws or this DPA, grant Customer the right to take reasonable and appropriate steps to help ensure that Strategy uses the Personal Data in a manner consistent with Customer’s obligations under Privacy Laws, and stop and remediate any unauthorized use of the Personal Data; and
4. mbutuhake saben karyawan utawa wong liya sing ngolah Data Pribadi tundhuk tugas rahasia sing cocog karo Data Pribadi kasebut.
5.  To the extent required by applicable Privacy Laws, Strategy will not:
   1. adol Data Pribadi utawa nuduhake Data Pribadi kanggo tujuan pariwara perilaku lintas konteks;
   2.  retain, use, or disclose the Personal Data outside of the direct business relationship between Strategy and Customer and for any purpose other than for the specific purpose of performing the Services; and
   3. combine the Personal Data received from, or on behalf of, Customer with any Personal Data that may be collected from Strategy’s separate interactions with the individual(s) to whom the Personal Data relates or from any other sources, except to perform a business purpose or as otherwise permitted by Privacy Laws.

Kewajiban Pelanggan

Customer shall comply with all Privacy Laws in providing Personal Data to Strategy in connection with the Services. Customer represents and warrants that:

1. the Privacy Laws applicable to Customer do not prevent Strategy from fulfilling the instructions received from Customer and performing Strategy’s obligations under this DPA;
2.  all Personal Data was collected and at all times processed and maintained by or on behalf of Customer in compliance with all Privacy Laws, including with respect to any obligations to provide notice to and/or obtain consent from individuals; and
3.  Customer has a lawful basis for disclosing the Personal Data to Strategy and enabling Strategy to process the Personal Data as set out in this DPA. Customer shall notify Strategy without undue delay if Customer makes a determination that the processing of Personal Data under the Agreement does not or will not comply with Privacy Laws, in which case, Strategy shall not be required to continue processing such Personal Data.

Sub Pengolahan
To the extent Strategy engages any Sub-Processors to process Personal Data on its behalf:

1.  Customer hereby grants Strategy general written authorization to engage the Sub-Processors set out on the Strategy’s websitus, saiki ing: https://community.strategy.com/article/strategy-sub-processors (as such website addresses may be amended or replaced from time to time), subject to the requirements of this section.
2.  If Strategy appoints a new Sub-Processor or intends to make any changes concerning the addition or replacement of any Sub-Processor which will process Personal Data that Strategy is processing on behalf of Customer, Strategy shall update the websites set out in Section 5.4(a) above and inform Customer of such update via e-mail if the new or replacement Sub-Processor will process any Personal Data. If Customer fails to object to the appointment or replacement within thirty (30) days of its posting on reasonable and documented grounds related to the confidentiality or security of Personal Data or the subcontractor’s compliance with Privacy Laws, Strategy may proceed with the appointment or replacement. If Customer reasonably objects to a new Sub-Processor, Customer shall inform Strategy in writing within thirty (30) days following the update of the applicable Sub-Processor list and such objection shall describe Customer’s legitimate reasons for objection. Strategy shall have the right to cure any objection by, in its sole discretion, either choosing to (i) take any corrective steps requested by Customer in its objection (which steps will be deemed to resolve Customer’s objection) and proceed to use the Sub-Processor or (ii) suspend and/or terminate any product or service that would involve the use of the Sub-Processor.
3. Strategy shall engage Sub-Processors only pursuant to a written agreement that contains obligations on the subcontractor which are no less onerous on the relevant subcontractor than the obligations on Strategy under this DPA.
4.  In the event Strategy engages a Sub-Processor to carry out specific processing activities on behalf of Customer pursuant to EU/UK Privacy Laws, where that Sub-Processor fails to fulfil its obligations, Strategy shall remain fully liable under applicable EU/UK Privacy Laws to Customer for the performance of that Sub-Processor’s obligations.

Transfer Data Pribadi

Customer acknowledges and agrees that Strategy may appoint an affiliate or third-party Sub-Processor to process the Personal Data in a Third Country, in which case, Strategy shall ensure that any Personal Data transferred to such affiliate or third-party shall be done so pursuant to a valid data transfer mechanism under EU/UK Privacy Laws, such as the Data Privacy Framework (if applicable) or the standard contractual clauses for the transfer of Personal Data to third countries.

Keamanan Pangolahan Data
Strategy shall, taking into account the state-of-the-art, the costs of implementation and the nature, scope, context and purpose of the processing, implement appropriate technical and organizational measures designed to provide a level of security appropriate to the risk. Customer may also elect to implement appropriate technical and organizational measures in relation to Customer Personal Data, directly from Strategy’s Sub-Processor. Such appropriate technical and organizational measures include:

1. Pseudonymization lan enkripsi kanggo njamin tingkat keamanan sing cocog;
2. Langkah-langkah kanggo njamin kerahasiaan, integritas, kasedhiyan, lan daya tahan sistem pangolahan lan layanan sing diwenehake Pelanggan marang pihak katelu;
3. Langkah-langkah kanggo ngidini Pelanggan nggawe serep lan arsip kanthi tepat kanggo mulihake kasedhiyan lan akses menyang Data Pribadi Pelanggan kanthi pas wektune yen ana kedadeyan fisik utawa teknis; lan
4. Proses kanggo nguji, ngevaluasi, lan ngevaluasi efektifitas langkah teknis lan organisasi sing ditindakake Pelanggan.

Notifikasi Pelanggaran Keamanan
To the extent required by Privacy Laws, Strategy shall without undue delay notify Customer of any Security Incident, with further information about the Security Incident provided in phases as more details become available. For the avoidance of doubt, Strategy’s obligation to report or respond to a Security Incident, including without limitation, under this section, is not and will not be construed as an acknowledgement by Strategy of any fault or liability of Strategy with respect to the Security Incident.

Audit
Kanthi panjaluk sing cukup saka Pelanggan, Strategi bakal nyedhiyakake informasi kasebut kanggo Pelanggan kaya sing dibutuhake kanggo nduduhake kepatuhan Strategi karo kewajiban ing DPA iki, lan ngidini lan menehi kontribusi kanggo audit kanthi menehi tanggapan tertulis kanggo kuesioner lan salinan dokumen sing cocog. Minangka alternatif kanggo audit sing ditindakake dening Pelanggan, nganti sing diidinake dening Undang-undang Privasi, Strategi bisa ngatur auditor sing mumpuni lan independen kanggo nindakake, kanthi biaya Pelanggan, evaluasi kabijakan Strategi lan langkah-langkah teknis lan organisasi kanggo ndhukung kewajiban kasebut miturut Undang-undang Privasi nggunakake standar kontrol utawa kerangka kerja lan prosedur penilaian sing cocog lan ditampa kanggo panyuwunan kasebut, lan bakal menehi laporan babagan panjaluk kasebut. Sanadyan kasebut ing ndhuwur, ora ana strategi sing dibutuhake kanggo menehi akses menyang informasi, fasilitas, dokumen utawa sistem Pelanggan nganti bisa nyebabake Strategi nglanggar kewajiban rahasia sing kudu dibayar kanggo pelanggan liyane utawa kewajiban hukum.

Customer acknowledges and agrees that our rights to audit our Sub-Processors referred to in the Transfers of Personal Data section above will be subject to the terms we have in place with each such Sub-Processor and will likely involve: (i) using external auditors to verify the adequacy of security measures including the security of the physical data centers from which the Sub-Processor provides the Services; (ii) ISO 27001 standards or other such alternative standards that are substantially equivalent to ISO 27001; and (iii) the generation of an audit report (“Report”), which will be the Sub-Processor’s confidential information or otherwise be made available subject to a mutually agreed upon non-disclosure agreement covering the Report (“NDA”). Strategy may not be able to disclose such Report to Customer without permission from the Sub-Processor. At Customer’s reasonable written request during the exercise of its audit rights under the Independent Determination section below, Strategy will request the permission to provide Customer with a copy of such Report so that Customer can reasonably verify the Sub-Processor’s compliance with its security obligations, provided that Customer acknowledges that the Sub-Processor may require Customer to enter into an NDA with such Sub-Processor before releasing the same.

Tekad Mandhiri
Customer tanggung jawab kanggo reviewing the information made available by Strategy and its Sub-Processor relating to data security and making an independent determination as to whether the MCE Service meets Customer’s requirements and legal obligations, as well as Customer’s obligations under this DPA.

pitulungan
To the extent required by Privacy Laws, and taking into account the nature of the processing, Strategy shall, in relation to the processing of Personal Data and to enable Customer to comply with its obligations which arise as a result thereof, provide reasonable assistance to Customer, through appropriate technical and organizational measures, in: responding to requests from individuals pursuant to their rights under Privacy Laws, including by providing, deleting, or correcting the relevant Personal Data, or by enabling the Customer to do the same, insofar as this is possible;

1. responding to requests from individuals pursuant to their rights under Privacy Laws, including by providing, deleting, or correcting the relevant Personal Data, or by enabling the Customer to do the same, insofar as this is possible;
2. ngleksanakake tata cara lan praktik keamanan sing cocog karo sifat Data Pribadi kanggo nglindhungi Data Pribadi saka akses, karusakan, panggunaan, modifikasi, utawa pambocoran sing ora sah utawa ilegal;
3. ngandhani panguwasa kompeten sing relevan lan / utawa individu sing kena pengaruh babagan Kedadean Keamanan;
4. nindakake evaluasi dampak perlindungan data lan, yen dibutuhake, konsultasi sadurunge karo panguwasa kompeten sing relevan; lan
5. mlebu ing DPA iki.

Bali utawa Pambusakan Data Pelanggan
Due to the nature of the MCE Service, Strategy’s Sub-Processor provides Customer with controls that Customer may use to retrieve Customer Data in the format in which it was stored as part of the MCE Service or delete Customer Data. Up to the termination of the Governing Agreement between Customer and MicroStrategy, Customer will continue to have the ability to retrieve or delete Customer Data in accordance with this section For 90 days following that date, Customer may retrieve or delete any remaining Customer Data from the MCE Service, subject to the terms and conditions set out in the Governing Agreement, unless (i) it is prohibited by law or the order of a governmental or regulatory body, (ii) it could subject MicroStrategy or its Sub-Processors to liability, or (iii) Customer has not paid all amounts due under the Governing Agreement. No later than the end of this 90-day period, Customer will close all MicroStrategy accounts. MicroStrategy will delete Customer Data when requested by Customer through the MCE Service controls provided for this purpose.

Lampiran A - Penawaran Dhukungan Cloud

Dhukungan Detail	Dhukungan Cloud	Dhukungan Cloud Elite
Manajer Akun Teknis Cloud sing ditunjuk	ya wis	ya wis
Jumlah Penghubung Dhukungan sing ditunjuk	4	8
Pas Pendidikan Arsitek	0	8
Wektu tanggapan awal kanggo masalah P1 lan P2*	P1 < 2 jam P2 < 2 jam	P1 < 15 menit P2 < 1 jam
P1 lan P2 masalah nganyari	Minangka owah-owahan status utawa saben dina	P1 every 1 hour P2 as statuschanges or twice aday
Rapat manajemen kasus	Ora	Mingguan
Notifikasi tandha sistem	Ora	ya wis
Pelaporan layanan triwulanan	Liwat email	Liwat rapat
Location-based 24/7 support	Ora	ya wis

Lampiran B - Diagram RACI

KEGIATAN	DESKRIPSI	MCESTANDAR	PELANGGAN
Platform Awan
Bina Lingkungan	Bangunan otomatis, wates keamanan, lsp.	RA	CI
Pangopènan Infrastruktur	Monthly/EmergencyMaintenance Windows, OS Updates	RA	I
Ngubah ukuran lingkungan	Upsizing / Downsizing saka VMs	RA	CI

Manajemen Infrastruktur	All cloud components, such as VMs, Storage, DBMS (for MD/PA)	RA
Gawe serep	Etung Instance, cache / kubus files, MD Repository, ODBC, and Configfiles	RA
Mulihake	Etung Instance, cache / kubus files, Repositori MD, ODBC lan Configfiles	RA	CI
Dhukungan 24/7		RA
Keamanan & Kepatuhan
ISO 27001	Certifications with 3rd-party audit	RA	I
SOC2/Tipe 2	Certifications with 3rd-party audit	RA	I
GDPR	Sertifikasi karo audit internal	RA	I
PCI	Sertifikasi karo audit internal	RA	I
HIPAA	Certifications with 3rd-party audit	RA	I
24/7 SecurityIncident Event Management	Security logs sent to SIEM for automatic analysis	RA	I
Manajemen Kerentanan	Scanning, remediation miturut standar NIST	RA	I
Penetration Testing	Pemindaian eksternal lingkungan triwulanan	RA	I
Enkripsi Data ing Rest	Enkripsi AES 256 ing volume panyimpenan lan MD DB	RA	I
Ngawasi
Komponen Infrastruktur Cloud	VM, Panyimpenan, DBMS (kanggo MD / PA), komponen Jaringan	RA	I
Layanan Aplikasi	Strategy Components like I- Server, WebAplikasi, lsp.	RA	I
Konektivitas Data	VPN, PrivateLink	RA	CI
Deteksi Intrusi	SIEM	RA	I
logging	Load balancer log, etc.	RA

Sumber data lan sambungan Database	Penyebaran / konfigurasi Tunnel VPN, Tautan Pribadi, rute Ekspres, lsp.	RA	RA
Strategy Application Administration
Referensi Arsitektur	Arsitektur MCE	RA	I
Nganyarke	Nganyarke Platform liwat lingkungan paralel	R	ACI
Nganyari	Nganyari ndhuwur - ora ana lingkungan paralel sing dibutuhake	R	ACI
Post Upgrade QA(Availability of the Services)	Pengujian lan Validasi Layanan kesehatan / kasedhiyan	RA	CI
Posting Upgrade Regresi Testing	Regresi Pelanggan lan tes / sertifikasi fungsional	I	RA
Data Pelanggan	Data Pelanggan		RA
Strategy Project Development	Bangunan lan pangiriman isi		RA
Strategy Project and I- Server Configuration	Setelan khusus Project lan I-Server		RA
Kustomisasi	Alur kerja khusus, plugins/SDK Customizations, Strategy Web app Kustomisasi	CI	RA
Strategy Application User Permissions	Kontrol pelanggan sing nduweni akses menyang laporan apa		RA
Otentikasi diatur	SSO lan OIDC Didhukung Metode Otentikasi	R	ACI
Pemodelan Metadata	Aturan bangunan		RA
Platform Analytics	Initial configuration only +Monitoring of availability of the services	RA
Server SMTP kanggo Layanan Distribusi	DS MCE sampeyan dikirim liwat server SMTP sampeyan dhewe	CI	RA

FileLangganan	Customer configures kanggo ngirim isi kanggo files on disk (Blob or Amazon S3, or Google CloudStorage)	RA	CI
Plugins		CI	RA
Pre-Prods/POC
Manajemen Proyek	Aligning internal resources to complete activities. Highlighting areas of customer responsibility(SE led)	RA	CI
BuildEnvironment (Vanilla)	Adhedhasar platform lan wilayah sing dipilih	RA	CI
Strategy MD Restore	Mulihake MD lan artefak liyane	RA	CI
Konfigurasi Lingkungan	Setelan I-Server, URL kustomisasi, persiyapan otentikasi, Web Aplikasi Deploy, Custom ODBC Drivers	RA	CI
Sambungan Jaringan	Konektivitas On-Premise kanggo akses internal	RAC	ACI
Kustomisasi	Alur kerja khusus, plugins/SDK Customizations, Strategy Web app Kustomisasi	CI	RAC
Testing	Testing to ensure the success criteria are met (SE led with the customer)	CI	RA
Migrasi
Manajemen Proyek	Aligning internal resources tocomplete activities. Highlighting areas of customer responsibility	R	ACI
Nganyarke Aplikasi	Nganyarke MD lan artefak liyane menyang versi paling anyar	RA	CI
Strategy MD Restore/Refresh	Mulihake / Refresh MD lan artefak liyane	RA	CI
Konfigurasi Lingkungan	Setelan I-Server, URL customization ,Authentication setup, Web Aplikasi Deploy, Custom ODBC Drivers	RA	CI

Sambungan Jaringan	Konektivitas On-Premise kanggo akses internal	RAC	ACI
Kustomisasi	Alur kerja khusus, plugins/SDK Customizations, StrategyWebapp Kustomisasi	CI	RAC
Post Upgrade QA(Availability of the Services)	Pengujian lan Validasi Layanan kesehatan / kasedhiyan	RA	CI
Posting Upgrade Regresi Testing	Regresi Pelanggan lan tes / sertifikasi fungsional	CI	RA