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.
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.
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:
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.
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
Data dictionaries will also identify dimension data (data that is common across all records).
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.
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.
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:
Requests to whitelist more than two (2) IP Address blocks per Client are subject to approval by EvolveIP engineering
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.
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.
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.
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.
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.
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.
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.
Priority Level | Task | Response Time | New SOW Required | Task Description |
Critical | Data Warehouse inaccessible | 15M | N | In most cases, this is indicative of a larger outage. Initial investigation will include reviewing Snowflake status information. Azure - East US 2 (Virginia) |
Major | Data Inaccuracy | 1D | N | When a data set is reported as inaccurate, Evolve IP will look to see if there are broader data inaccuracies for a particular period (I.e. did an issue occur on a particular date?) |
Data out of Date | 1D | N | If a data set is not promptly available or is otherwise delayed, Evolve IP will ensure that ingestion systems are properly working and look to resolve any individual system issues. | |
Minor | Data Normalization | 2D | N | If data is not being normalized (I.e. dates are formatted improperly), Evolve IP will review for broader implications, prior to rectifying specific data sets. |
Data Dictionary Questions | 2D | N | Client has a question surrounding the fields available in the data sets | |
Request | Update User credentials or IP Address Whitelist | 3D | N* | Client needs to validate credentials or expand or remove IP(s) from the access control list. |
*Some requests to add, remove or modify services may require a Service Order
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.
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.
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
| Product Code | Product Name | Type | Description |
| DW-SETUP | Data Warehouse - Setup | NRC | Setup access to Data Warehouse |
| DWH-DIRECTCONN | Data Warehouse - Direct Connect | MRC | Monthly access to Data Warehouse |
Evolve IP Data Warehouse is billed monthly as a service based upon access to the Data Warehouse database.
Product Code: DWH-DIRECTCONN
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
This service will not produce overage charges.
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:
Provisioning Task | Provisioning Interval | New SO Required | Task Description |
Client first time set up of Data Warehouse access | 10 D | Y | Create username and password (Snowflake) Configuration call with Client for initial set up (30 minutes) |
Modification of Data Warehouse access | 3 D | N | Modifying access control rules, username/password, or other configuration items. |