SaaS Listing CA Clud Service Management 1. Intrductin This dcument prvides standards and features that apply t the CA Clud Service Management (CSM) SaaS ffering prvided t the Custmer and defines the parameters fr the ffering that pertain t the fllwing: Billing metric Data lcatin infrmatin Security and audit requirements Service Level Availability (SLA) targets and measurement Service terminatin Data Backup and Strage Data extracts and envirnment refreshes The definitins set ut in the Agreement will apply t this SaaS Listing dcument. 2. Billing Metric CA identifies and describes the fllwing Billing Metric used as a measure t bill the Custmer: Named Users means a specific individual r device designated by Custmer t use r is managed by the CA Sftware as specified in the Dcumentatin. A nn human perated device r prcess may be cunted as a Named User as specified in the Dcumentatin if such device requires unique identificatin t the CA Sftware (i.e. its wn access credentials). Cncurrent User "Cncurrent User" means a sftware license that is based n the number f simultaneus (cncurrent) users accessing the prgram. The sftware will prhibit additinal users frm access, and/r lg a license exceptin fr auditing purpses. Fr the purpse f CSM, all rles (fr example: Analyst, Manager, Administratr), and prgrammatic API and/r web services calls require a license during the time they are lgged int the system. Custmer is entitled t have the specified number f Cncurrent Users access CSM simultaneusly. Access t the prgram via multiple cmpnents, sessins, channels, and/r devices at the same time by an individual Cncurrent User will nly use ne license. User identity is assciated with the User Name Sharing f User Names between multiple individuals is prhibited. SaaS Listing fr CA Clud Service Management v4 Page 1 f 5
The Sftware des nt prhibit additinal users frm access beynd the entitlement. End User: The CSM subscriptin includes end user self service licenses, allwing fr the creatin, mdificatin, and clsure f a ticket r task n behalf f an individual user, but nt n behalf f anther user. End user self service licenses are nt cunted as Cncurrent r Named User licenses. Autmatin Center: As part f the named user license subscriptin, the custmer is prvided with the Autmatin Center at n additinal charge, with an initial capacity f 5 external systems and 50 devices defined as fllws: External System means each unique applicatin t which CA Clud Service Management rchestratin engine executes all r part f an autmatin wrkflw. Hwever, CA prducts will nt be cunted as External Systems. Examples f External Systems are a single VMWare ESX Server cnnectin, a unique Amazn EC2 accunt, a unique device cnnected t via Secure Shell (SSH) r a single Active Directry Tree. Device means any virtual r physical device that is managed by the CA Clud Service Management rchestratin engine and a script cnnectr (Secure Shell SSH). Devices will be cunted fr any hardware (such as a server r netwrk device) t which CA Clud Service Management rchestratin engine executes a SSH. SSH (Secure Shell) is a cryptgraphic netwrk prtcl fr secure data cmmunicatin, remte cmmand line lgin, remte cmmand executin, and ther secure netwrk services between tw netwrked cmputers. The definitin f device shuld nt be cnfused with any assets r managed systems that are managed under the scpe f the Asset Management capability part f the CA Clud Service Management. It is nly when a device is identified as an endpint fr an autmatin script that a license is required. Autmatin Executin Autmatin Executin refers t each time an instance f an autmatin wrkflw is cmpleted (r run). Each custmer is limited t run 100 executins in a 24 hur perid. Usage in excess f this limit requires additinal licenses. 3. Data Lcatin CA identifies the gegraphical lcatin f all f the Custmer s data frm the fllwing regins: Nrth, Central and Suth Americas (Americas) as fllws: SaaS Listing fr CA Clud Service Management v4 Page 2 f 5
All data n deplyed systems and in backups reside within the fllwing cuntries: United States Eurpe, Middle East and Africa (EMEA) as fllws: All data n deplyed systems and in lcal backups reside within the fllwing cuntries: Germany All data n in ffsite backups reside within the fllwing cuntries: United Kingdm Asia / Pacific Regin (APJ) as fllws: All data n deplyed systems and in backups reside within the fllwing cuntries: Australia CA reserves the right t change the lcatin f the data within the stated cuntries and will ntify custmers f any such changes 4. Service Prvisining Versins: CA will deply the custmer n the latest versin f the service that is generally available. The custmer will be upgraded as per the SaaS Release and Upgrade Plicy dcument. CA allws Custmers t run n either the latest generally available release r the immediately prir versin. Envirnments: CA will prvisin all custmers with ne prductin envirnment and ne staging envirnment. A prductin envirnment is used t prcess an rganizatin's daily wrk n a real time peratin. A nn prductin envirnment, als referred t as a staging envirnment, is used nly fr develpment and testing. Service Level Availability (SLA): The SLA sectin metrics and ther service level bjectives applies nly t the prductin envirnment. 5. Security and audit requirements The fllwing audits will be perfrmed at the frequency defined belw fr the CSM SaaS ffering cvering all aspects f the service such as peple and systems: Type f Audit SSAE 16 Type II SOC 1 Frequency Annual Summary audit reprts are available at www.ca.cm/saas. SaaS Listing fr CA Clud Service Management v4 Page 3 f 5
6. Service Level Availability (SLA) CA cmmits t the Service Level Availability fr the prductin envirnment as indicated in the table belw fr the CSM SaaS ffering during the Subscriptin Term f the service. In the event that the Service Level Availability cmmitted decreases belw the Threshld fr Service Availability Default listed belw, Custmer may be entitled t take actin as utlined in the SaaS Listing. Cmpnents / Capabilities Target Service Level Threshld fr Service Availability Availability Default CA Clud Service Management Service 99.8% 99.5% 7. Methd f Measuring SLA CA measures Service Level Agreement targets as described belw: SLA (%) = CA runs test scripts using applicatin mnitring tls n the Prductin system t verify that the CSM SaaS service is available. Test scripts are run apprximately nce every ten (10) minutes, twenty fur (24) hurs per day, seven days per week, thrughut the cntracted term f the service. Service Level Availability (SLA) is measured using the frmula defined in the table belw. The percentage availability is calculated based n the number f successful mnitring tests recrded in any ne calendar mnth divided by the ttal number f mnitring tests cnducted in that ne calendar mnth: (Ttal number f successful test scripts utside f planned utage time perids) (Ttal number f planned test scripts utside f planned utage time perids) Planned utage time perids are defined as dwntime f the slutin availability fr peridic and required maintenance events where CA prvides ntice t Custmer 8. Service Terminatin If it is determined by the custmer and cnfirmed by CA that the service has been unavailable belw the default threshld, measured n a mnthly basis during three cntiguus mnths, then the custmer has the right t terminate their subscriptin t SaaS withut incurring any additinal charges r terminatin fees. In the event such determinatin is made, the custmer is entitled t a refund f fees which have nt yet been applied twards SaaS as f the effective date f terminatin and CA shall relieve the Custmer f their bligatin t pay fr any fees due fr the remainder f the Subscriptin Term. The waiver by CA f further fees shall be Custmer s sle and exclusive remedy under the SaaS Mdule fr terminatin due t failure t adhere t Service Level Availability and CA shall have n further liability t the Custmer. SaaS Listing fr CA Clud Service Management v4 Page 4 f 5
9. Data Backup and Strage CA cmmits t the fllwing data backup and replicatin during the Subscriptin Term: Data Backup: All Custmers f the CSM SaaS ffering shall have their data backed up n a daily basis. Backups are securely replicated t an alternate lcatin (refer t data lcatin) limiting data lss t n mre than 24 hurs in the event f a primary data lcatin disaster. Daily backups are retained fr 7 days Remvable media are nt used fr data r backup strage Data Strage: All Custmers will be prvided with a maximum f 40 GB f strage per prductin envirnment. 10. Data Extracts and Envirnment Refreshes Custmer may request fr the fllwing services during the Subscriptin Term: Data Extracts: Custmer may request fr partial r full prductin envirnment data extracts up t a maximum f twelve (12) times a subscriptin year. Custmer extracts will be placed in a secure lcatin managed by CA and access will be furnished t Custmer t dwnlad the data extracts fr their use. All extracts will be deleted after 7 (seven) days frm the secure dwnlad lcatin. Envirnment Refreshes: Custmer may request their staging envirnment t be refreshed with prductin envirnment data up t a maximum f six (6) times a subscriptin year. SaaS Listing fr CA Clud Service Management v4 Page 5 f 5