1.0       Overview

This document provides information about the services that are included with the Data Warehouse product offering and sets the expectations a client should have when interacting with this service.

In order for this Service Description to apply, Client must subscribe to a valid Sales Order (SO) along with signed solution summary for the services contemplated herein.  Delivery of services is subject to the terms and conditions of the Master Service Agreement (MSA). Evolve IP reserves the right to modify this Service Description from time to time in accordance with the MSA.

1.1     Controlled Access from Client’s BI Tool

The primary purpose of the Data Warehouse is to allow clients to access Evolve IP data sources from their existing BI and reporting tools and systems. It is not a robust reporting tool in and of itself. Evolve IP will provide the Data Warehouse for clients who want direct access to the data generated by Evolve IP.

This allows clients to use their own Business Intelligence (BI) tool and access or import data from Evolve IP data sources.

2.0       Design Assumptions

2.1     Data Sources

The Data Warehouse consolidates various data sources from within Evolve IP’s internal systems. By consolidating data into a single interface, clients are able to run queries and match different data sets, even if they come from different underlying systems.

The Data Warehouse, which is primarily focused on communication platform data, provides access to:

• Cisco BroadWorks Call Detail records
• Cisco BroadWorks Call Center records
• Evolve Messaging (SMS/MMS) records
• Evolve Contact Suite (ECS) records

Data is imported from these various systems on either an hourly or daily schedule. Clients may access the Data Warehouse to run reports directly against, or more commonly, import datasets into a client’s own environment on some regular basis.

2.2     Data Dictionaries

Evolve IP will provide a data dictionaries for each dataset that can be used to help parse the data to form your queries. Data dictionaries will be hosted in the Evolve IP knowledgebase and will contain the following information for each data set

• Table Name(s)
• Column Name(s)
• Data Type - integers, variable characters, date/time, etc
• Description – information contained in a field
• References – fields that are foreign keys in another table
• Index – fields that are indexed to allow for faster queries

Data dictionaries will also identify dimension data (data that is common across all records).

2.3     SQL Experience

As this service provides direct access to data, the provision of this service assumes that the Client employs business analysts that are familiar with forming and executing SQL queries based upon the data dictionaries provided. EvolveIP will provide example queries that are common but does not provide SQL expertise or advice on forming customized SQL queries as a part of this service.

2.4     Data Retention

The standard retention for data in the data warehouse is 13 months. Clients can extend this period themselves by exporting and storing within their own tools.

3.0       Operational Parameters

The Data Warehouse is a read only dataset that the Client cannot modify or otherwise control. However, the Client can define the following properties for provision of the service:

• Up to two (2) IP Address Blocks for White list
  • One block associated with business intelligence tools
  • One block associated with analyst end users that may directly access data

Requests to whitelist more than two (2) IP Address blocks per Client are subject to approval by EvolveIP engineering

• One or more EvolveIP Account IDs for which data will need to be accessed

EvolveIP will generate database usernames aligning with its naming convention standards and secure passwords randomly generated and stored in EvolveIP’s password vault. One user ID will be needed for each unique account ID.

4.0       Limitations

4.1     Not a Real Time Data Feed

The Data Warehouse service imports data from various internal Evolve IP systems, and does so on a scheduled interval. This product offering does not meet the needs of clients looking for a real time or near real time data from Evolve IP systems. For Clients requiring real time data feeds, please consult with your Account Manager.

4.2     Data Validation

As Evolve IP imports data into the Data Warehouse, best effort is made to ensure accuracy of the data. However, additional checks and validations are performed after the initial data import is completed, and therefore, the data is not considered “finalized” until midnight Eastern Time of the following business day from the time the data event occurs. Data is cured by end of the following business day the event occurs.  It is recommended that clients treat any data prior to that time as “provisional” and subject to a true-up.   

4.3     Business Intelligence Tool Support

EvolveIP does not provide a graphical user interface for the data warehouse database at this time. A Business Intelligence Tool or SQL Server Management tools are required to access this data and formulate reports. As part of this service, EvolveIP will ensure that the appropriate user(s) are created and are able to access the Data Warehouse database using standard SQL protocols. EvolveIP will not be responsible for configuring Clients Business Intelligence tools to connect to the EvolveIP Data Warehouse. All support for Client’s Business Intelligence tool shall be directly provided by Client’s Business Intelligence vendor.

5.0       Roles and Responsibilities

Data Warehouse is a service that has certain roles and responsibilities defined as part of this Service Description. Client failure to fulfill its responsibilities may delay or prevent Evolve IP from providing the service.

5.1     Client Responsibilities

1. Client must subscribe to the service by signing a Statement of work (SOW) that includes at least one (1) instances of Data Warehouse.
2. Client must provide Evolve IP with a list of IP addresses that will be permitted to access the Data Warehouse.
3. Client must source their own Business Intelligence or reporting tool, and maintain any necessary licensing, support and payment required for the Business Intelligence tool.
4. Client must write their own reports against the Evolve IP data sets. Evolve IP will not provide consultation or support for custom reports written by the Client.
5. Client must indicate their representatives who will have access to the Data Warehouse.
6. Client must optimize queries run against the Data Warehouse to prevent taxing the database by using indexed fields wherever possible and limiting queries to only the required columns and a specific timeframe. Evolve IP reserves the right to suspend access to the Data Warehouse in the event that Client continues to run expensive/non-optimized queries against the database after being notified by Evolve IP of such occurrence.

5.2     Evolve IP Responsibilities

1. Evolve IP will setup and configure the service including providing access to the specified Client representative.
2. Evolve IP will ensure that data is imported from the appropriate internal services leveraging the Extract Transform Load (ETL) process and presented as a single database to the client.
3. Evolve IP will monitor the Data Warehouse database and ETL server infrastructure to ensure timely delivery of Client data that is up to date for the previous business day.
4. Evolve IP will provide Clients with data dictionaries that detail the structure of the data within the database and sample SQL queries.
5. Evolve IP will respond to Client requests and incidents related to data access or accuracy in accordance with the details outlined in Section 6.

6.0       Support Expectations

This section outlines the support expectations, including a general description of incident types, a matrix of common tasks, and an explanation of how to submit support requests.

6.1     Incident Types

Incident types are classified prioritized in four ways: Critical, Major, Minor and Request.   Only Critical incidents are actively worked outside of business hours unless otherwise scheduled in advance.  Client is required to call the Help Center and speak with a member of the team in order to open a Critical incident.

• Critical – Incident or failure in which access to the Data Warehouse is generally not available, users are experiencing major loss of system functionality, or the existing subscribed service has been rendered unusable for its intended purpose.  Clients must also call and speak with a member of the Evolve IP Help Center staff as part of a Critical incident ticket.
• Major – Incident or failure in which a production system is generally available, but issue needs attention in a short time frame.  For example:
  • Data sets from a particular internal system are not imported in a timely manner (by the end of the “true-up” period)
  • Data sets are not cured for accuracy within the “true-up” period, if previously accurate.
• Minor – Request for which a system is generally available and the service is still usable for its intended purpose, but some users may be inconvenienced.
  • Questions related to data dictionaries, validating credentials, etc.
• Request - Configuration change for which no end users are adversely impacted and resolution can occur as time permits. This incident type is also used to add new users or for general informational requests about the platform (logs, configuration, etc.).

6.2     Task Matrix

The tasks listed in the following matrix are examples of typical support requests that may be submitted related to Service Name services. The list is not meant to be all-inclusive, but rather to provide a framework for understanding the response typically given to support tasks. It is Client’s responsibility to classify the support request appropriately and include pertinent details that explain the impact that the request has on their business/service under the guidelines detailed below.

The time frames reflected in the matrix are typical times to respond to the request. Time frames are expressed in Minutes (M), Hours (H), or Business Days (D), the latter defined as Monday through Friday, excluding holidays. Some tasks may require additional validation or information to commence work and/or an update to the SOW in order to be processed. Some tasks may also require an implementation workbook to be completed by Client and returned to their Project Manager, detailing how the options for the service are to be configured. For these tasks, the time frame described begins once a signed sales order, solution summary and completed implementation workbook is received by Evolve IP. 

*Some requests to add, remove or modify services may require a Service Order

6.3     Support Requests

Client submits incidents and requests to Evolve IP by using the Evolve IP Help Center.

If Client is experiencing a Critical incident, after submitting the incident Client must promptly call Support Services. Client may also reasonably set and escalate the service response for a request or incident at any time by calling Support Services. Support requests may require additional validation and/or information from Client before a task is initiated.

6.4     Feature Requests

Clients may find from time to time they are seeking new features from a product. An example for the Data Warehouse may be requesting a new field be indexed to allow queries to be executed in a more timely fashion. Any requests to add features should be reported to http://feedback.evolveip.net to the “UCaaS” suggestion board.

7.0       Billing

All Monthly Recurring Charges (MRC) and Non-Recurring Charges (NRC) will be detailed in the applicable sales order. The MRC for Data Warehouse begins when the services detailed on the applicable sales order have been provisioned and the client has been notified that the service is ready to use.   This is also known as the Go Live, Handoff, Turnover, Ready Date, or Commencement Date.

Failure to provide configuration details for Data Warehouse or responding to other reasonable requests in a reasonable time frame may result in billing commencing prior to delivery.

Product Codes used for Data Warehouse

7.1     Monthly Recurring Charges / Usage Charges

Evolve IP Data Warehouse is billed monthly as a service based upon access to the Data Warehouse database.

Product Code:  DWH-DIRECTCONN 

7.2     Non-Recurring Charges

There is a Non-Recurring Charge (NRC) for the initial setup and configuration of Data Warehouse service.   The NRC will be detailed on the applicable sales order and solution summary. 

If applicable, any overage to original estimates for provisioning and deployment activities will be discussed with the Client and billed accordingly.

Product Code:  DW-SETUP 

7.3     Overages Charges

This service will not produce overage charges.

8.0       Service Levels

8.1     Implementations Timelines

Implementation timeframes for Evolve IP Data Warehouse services are generally 10 business days and will vary depending on the size and complexity of the implemented Client solutions.

Client participation in the implementation process is vital to ensure a smooth delivery of the service. Client failure to provide required information or to be available for implementation related calls or meetings may delay the implementation of Client’s Data Warehouse access.

The following table provides provisioning intervals by task type: