Contents

  1. Legal
  2. Regulatory Compliance
  3. Community Terms and Conditions
  4. Support Policy
  5. Privacy Policy
  6. Call Recording
  7. Contact Us

 

By using this website, you agree to be bound by the following terms and conditions governing your use of the site. insightsoftware may revise this policy at any time without notice.

Copyright/Trademark

The design, layout, and textual contents of this web site are the copyrighted property of insightsoftware. Please do not copy them. You may not distribute them to others or “mirror” our site without our written permission. insightsoftware products or services referenced herein are either trademarks or registered trademarks of insightsoftware. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

Trademark Acknowledgements

Executive DASH is a registered trademark of insightsoftware. Microsoft, Excel, Access, and SQL Server are trademarks of Microsoft Corporation. Oracle is a registered trademark of Oracle Corporation. BPCS is a registered trademark of SSA Global Technologies, Inc. MOVEX is a registered trademark of Intentia. Infinium is a registered trademark of Infinium Software, Inc. AS/400, iSeries, DB2 are registered trademarks of IBM Corporation. J.D. Edwards and PeopleSoft are registered trademarks of PeopleSoft, Inc. MAPICS is a registered trademarks of MAPICS, Inc. SAP is the trademark or registered trademark of SAP AG in Germany and in several other countries. JACK HENRY trademarks are owned by Jack Henry & Associates, Inc. Global Software, Inc. is not associated or affiliated with Jack Henry & Associates, Inc. in any manner. Jack Henry & Associates, Inc. has not endorsed, certified or approved any of insightsoftware’s products for use in connection with the products of Jack Henry & Associates, Inc. Trade names referenced are the trademarks or registered trademarks of their respective manufacturers in the United States and/or other countries.

Software

Any software made available on this site for downloading by our customers is the exclusive property of insightsoftware. and its licensors, and is protected by copyright. Use of such software by our customers is governed by the terms of their existing license agreements with insightsoftware. if any, and any license agreements or Terms of Use Statements that accompany or are included with the software. Similarly, insightsoftware’s warranty and other obligations with regard to such software are governed by the terms of its license agreements or Terms of Use Statements.

Documents on Website

You may use and copy documents available on the insightsoftware web site, subject to the following:

Any copy of the document must contain the Copyright Notice that accompanies the document.

You cannot alter the document.

You can only use the document for your personal, noncommercial purposes.

Disclaimer of Warranty

EXCEPT AS MAY BE OTHERWISE WARRANTED IN insightsoftware’s LICENSE AGREEMENTS OR TERMS OF USE STATEMENTS, ALL SOFTWARE, INFORMATION AND DOCUMENTATION MADE AVAILABLE ON THIS WEBSITE ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. insightsoftware EXPRESSLY DISCLAIMS ALL SUCH WARRANTIES, INCLUDING ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT.

Limitation of Liability

IN NO EVENT SHALL insightsoftware BE LIABLE FOR ANY SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER IN AN ACTION OF CONTRACT, NEGLIGENCE OR OTHER TORTIOUS ACTION, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF SOFTWARE, INFORMATION OR DOCUMENTATION AVAILABLE FROM THIS WEBSITE.

Other Websites

Some of our web pages allow you to hyperlink to other areas of the WWW. We provide these links only as a convenience to you. The inclusion of any hyperlink does not imply endorsement of the site by insightsoftware. Hyperlinked sites are not under our control, and you access them at your own risk.

Privacy

insightsoftware takes your privacy seriously. Since we gather certain types of information about you, we want to help you understand our policies surrounding the collection and use of that information. Click here to view our Privacy Policy.

Regulatory Compliance

Trust and success of our customers are the highest priorities for insightsoftware. Compliance plays a key role in achieving these goals. We are committed to abiding by the laws and regulations that apply to us as we conduct business around the world. Click here to view our Regulatory Compliance


Regulatory Compliance

Regulatory Compliance

Trust and success of our customers are the highest priorities for insightsoftware.com. Compliance plays a key role in achieving these goals. We are committed to abiding by the laws and regulations that apply to us as we conduct business around the world.

Export Compliance in the United States

This is insightsoftware.com’s export compliance matrix. It is a list of our products with respective Export Control Classification Numbers (ECCNs) and eligible license exceptions as per the United States Department of Commerce, Bureau of Industry and Security, Export Administration Regulations.

All information on this export compliance matrix is strictly a recommendation to the user, and should be used in conjunction with the Export Administration Regulations when classifying insightsoftware’s products and services for export purposes.

insightsoftware.com makes no representation or warranty as to the accuracy or reliability of the classifications listed in this export compliance matrix. Any use of such classifications by the user, is without recourse to insightsoftware.com and is at the users’ own risk. You are responsible for ensuring that use of the software is in compliance with these U.S. Export Administration Regulations. insightsoftware.com is in no way responsible for any damages whether direct, consequential, incidental, or otherwise, suffered by the user as a result of using or relying upon such classifications, for any purpose whatsoever.

insightsoftware.com’s Encryption Registration Number (ERN) is R106074:

insightsoftware
Product

Capability

ECCN

Eligible License Exception

CCATS

insightsoftware

Analytics & Reporting

5D002

G154012

For assistance with export classification of insightsoftware, please contact globalsupport@insightsoftware.com.

Definition of Terms and Acronyms
ECCN = U.S. Export Control Classification Number
CCATS = U.S. Commodity Classification Automated Tracking System

Prohibited Countries

insightsoftware.com complies with U.S. regulations related to embargoed countries. As such, insightsoftware.com currently prohibits the usage of its products and services in Cuba, Iran, North Korea, Sudan, and Syria. Because this list of countries may change from time to time, customers and their users are urged to consult the list of countries set forth in Country Group E of the US Export Administration Regulations or in accordance with Canada’s Area Control List under Canada’s Export and Import Permits Act.

The exportation, reexportation, sale or supply, directly or indirectly, from the United States, or by a U.S. person wherever located, of any insightsoftware products, services or technology (including technical data) to any of these countries is strictly prohibited without prior authorization by the U.S. Government.

Denied Parties

insightsoftware.com products may not be exported or re-exported to anyone on the U.S. Treasury Department’s list of Specially Designated Nationals or Foreign Sanctions Evaders Lists, the U.S. Department of Commerce Denied Person’s List, Entity List, or Unverified List, the State Department’s Debarred list, or similar government authorized denied parties list.

For more information and for further assistance in determining your individual licensing requirements, contact the Department of Commerce, Bureau of Industry and Security .

Export Compliance in the European Union (EU)

Legal framework:
Dual-use items (including technology and software) can be subject to controls when such items are transferred within or exported from the EU. An export license is required for products which are listed in Annex I of Council Regulation (EC) No 428/2009 (as amended by EU Regulation No. 1232/2011 and EU Council Regulation No. 388/2012), unless they meet the specific exclusions outlined in the notes contained in the Regulation. There are specific exclusions for certain software and technology items. Careful consideration should be applied when assessing whether such exclusions can be met.

insightsoftware.com is committed to meet all of its export compliance obligations in accordance with both EU and National export control legislation and regulations which may apply in the country of the export.

Based on the nature and technical specifications of our insightsoftware products, insightsoftware.com has determined that all insightsoftware products are listed in Category 5 (Telecommunications and “information security”) in Annex I of Council Regulation (EC) No 428/2009 (as amended by EU Regulation No. 1232/2011 and EU Council Regulation No. 388/2012) and have assigned the following EU control list number to the insightsoftware product:

Product

Capability

EU Control List Number

insightsoftware

Analytics & Reporting

5D002

All information on this export compliance matrix is strictly a recommendation to the user, and should be used in conjunction with the EU and National export control legislation and regulations when classifying insightsoftware products and services for export purposes.

An export license is only required for the movement of dual-use products within the EU if it is listed in Annex IV of Council Regulation (EC) No. 428/2009 (as amended by EU Regulation No. 1232/2011 and EU Council Regulation No. 388/2012). All insightsoftware products are considered to fall outside of the listing contained in Annex IV and are not subject to control for movements within the EU.

EU Licensing – Exports outside the EU:
An EU license will be required if the insightsoftware product is exported outside of the EU. Council Regulation (EC) No 428/2009 (as amended by EU Regulation No. 1232/2011 and EU Council Regulation No. 388/2012) and local National legislation should be consulted by the user in order to determine the specific licensing requirements which should be complied with. The license type together with any license simplifications may differ between EU Member States.

The re-export of controlled products listed in this document is the responsibility of the user and the user is responsible for ensuring compliance with appropriate EU or National legislation.

EU “catch-all” clause:
Items which are not included in Annex I of Council Regulation (EC) No 428/2009 (as amended by EU Regulation No. 1232/2011 and EU Council Regulation No. 388/2012) may still be subject to export controls under certain circumstances. For instance, if the exporter has been informed by the Export Licensing Authorities in the relevant EU Member State that the goods are to be used in connection with chemical, nuclear or biological weapons, or of any other nuclear explosive devices then an export license will be required. An export license is also required where:

the purchasing country or the destination country of the goods is subject to an arms embargo imposed by certain organizations and the Export Licensing Authorities in the relevant EU Member State have informed the exporter that the goods are, or may be intended for military use; or
where the Export Licensing Authorities of the relevant EU Member State have informed the exporter that their goods are, or may be intended, to be used as part of military items listed in the National military list of the relevant EU Member State where the goods have already been exported from the EU without having obtained an export license or in violation of a license provided for by the legislation of the relevant EU Member State.
EU Restrictive Measures:
The EU imposes restrictive measures (or sanctions) on certain countries, individuals and organisations. The restrictive measures can vary from arms embargoes to financial sanctions and the EU regularly publishes updates to the restrictive measures which are in force.

Insightsoftware.com adheres to all restrictive measures imposed by the EU and does not permit any transaction which may breach such measures. It is also the responsibility of users to comply with such measures.


Community Terms of Acceptable Use

insightsoftware Community Terms of Acceptable Use

The insightsoftware Community is a place for our customers to interact and collaborate. In order to access the Community, you will need to provide a user name and your company name, both of which will be visible to other users of the Community. The Community is provided by, and is subject to separate terms and conditions from, our Community vendor Salesforce.

By creating a user profile and accessing the Community, you agree to abide by theses insightsoftware Community Terms of Acceptable Use. These terms are subject to change and the most recent version is accessible in the Community.

Disclaimers of Warranties

The messages in the Community express the views of the author of the message, not necessarily the views of insightsoftware. The Community is provided for customer use on an “as is” basis and insightsoftware makes no warranties of any kind, express or implied, including without limitation any implied warranties of merchantability, fitness for a particular purpose, or title and non-infringement.

Acceptable Use

You agree, through your use of the Community, that you will not post any material which is knowingly false and/or defamatory, inaccurate, abusive, vulgar, harassing, obscene, profane, threatening, invasive of a person’s privacy, or otherwise violate of any law or any applicable Salesforce terms of use or policies.

You agree, through your use of the Community, not to post any copyrighted material unless the copyright is owned by you or insightsoftware.

You agree, through your use of the Community, not to post advertising of any kind in the Community whether you are a private party or a company.

Removal of Content or Users

Any user who feels that a posted message is objectionable is encouraged to report the comment. We have the ability to remove objectionable messages and we will make every effort to do so, within a reasonable time frame, if we determine that removal is necessary.

Although insightsoftware does not and cannot review each and every message that is posted and is not responsible for the content of any of these messages, we reserve the right to delete any message, suspend, remove or block a user for any reason whatsoever.
Insightsoftware reserves the right to terminate the accounts of users who are repeat infringers on third-party’s copyrights or otherwise repeatedly violate our terms of use.

No Damages

In no event will insightsoftware be liable for any damage whatsoever, including without limitation damages relating to lost revenues or profits, lost data, work stoppage, computer failure, or computer malfunction, or any other damages resulting from or in any way related to the use of any materials posted on or made available in the discussion groups or any other website to which a link is provided in or to these discussion groups, even if insightsoftware has been advised of the possibility of such damages, and regardless of the legal theory on which such damages are based.

Questions?

It is our goal to make our policies easy to understand. If you have questions or concerns you may email our legal team at: legal@insightsoftware.com.


Support Policy

This Support Policy describes what support you can expect from insightsoftware when you purchase Support for our various Software Products.

We may update this Support Policy from time to time, so check https://insightsoftware.com/terms-of-use-privacy-policy/#support to ensure that you are aware of any changes.

By using any part of the insightsoftware Customer Community or providing personal information to us, you consent to us processing such information in order to provide the services described in this Support Policy.

What our Support Covers

Support includes assistance with the proper use of our various Software Products, as well as access to the following features and services:

  1. Documentation. User manuals, release notes, installation and upgrade guides, and specifications.
  2. Updates. Insightsoftware will provide regular releases of updated versions of the Software. Updates will be made available to customer through the Support Community, unless otherwise noted in the Product. Updates contain only standard code. Should Customer’s Product contain non-standard code, whether created by Customer or delivered by insightsoftware, Customer is responsible for integrating any such non-standard code into the new release. The cost of solving any problem attributable to non-standard code or attributable to interface software supplied by other vendors will be charged to Customer on a time and materials basis at insightsoftware’s standard rates.
  3. Reasonable consultation and assistance on proper use of the Software which can be accomplished by telephone or electronic correspondence.
  4. Error analysis when the Software are not performing in conformance with the Documentation
  5. Product Fixes. Insightsoftware Support team will liaise with our software engineering team if you are experiencing an error or bug that is in the Product code.
  • Product Fixes, when needed, will be provided in a subsequently scheduled Update so that our entire customer base can enjoy the improvements to the Software.
  • To receive the Product Fixes, you will be required to install the most recent Update that includes the Product Fix.
  • Product Fixes will only be provided for the most-recent Update of the Software.

What Our Support Service Does Not Cover

Support provides you access to the most-recent Updates and Documentation. However, you will be responsible for downloading and installing certain Updates and/or Content at your convenience.

Support does not cover our Software supplied by third parties who are not our authorized resellers or third-party products and services, including those third-party products you may be using in conjunction with our Software.

Some Support services may not be available for any Software versions that are greater than eighteen (18) months old.

From time to time, insightsoftware may archive certain Software products, which are listed in Appendix A (“Archived Products”). While you may continue to use perpetual licenses to  Archived Products (if applicable), our Support team may not be able to answer specific questions, and error analysis and/or Product Fixes will not be provided for Archived Products.

  1. Other Services Available

Excluded from Support are professional services; infrastructure configurations that are outside of the then-standard product configuration; custom report creation; technical and/or functional user training; database schema changes; modifications to data feed; on-site services; translation services; writing custom SQL or resolving issues with custom SQL; and any and all other requirements and/or services not specifically described in this document. Training and Professional Services are available for a fee, at Customer’s option.

Your insightsoftware Products represent a significant strategic investment. To help you achieve the greatest return on investment (ROI) in the quickest possible timeframe, turn to our Professional Services team. These product and industry experts are available to help you with a variety of training and consulting programs designed to unlock the power of our solutions, tailored for your industry and needs. Post-implementation training ensures you maximize the benefits of our solutions and identifies opportunities for further improvement. Finely tuned business and system processes and results-driven optimization are just a phone call away. Contact insightsoftware for more information.

Support Program Details

  1. Contacting Support

The most efficient way to contact Support is to use the Customer Support Community, an online, interactive support portal that provides you access to knowledge base articles, a customer community forum, ability to live chat with the Support team, and ability to submit and monitor Support tickets. The Customer Support Community can be accessed through the product-specific links located here: https://help.insightsoftware.com/s/.

You can contact Support for the particular product line you are using either by phone during our local phone hours or via email any time at contact information provided at https://insightsoftware.com/support/product-support/.

  1. Issue Priorities and Response Levels

When submitting a support request via the Customer Community, you must provide insightsoftware with all information necessary for insightsoftware to process the request. Customers must also respond promptly to insightsoftware with any information reasonably requested to clarify the support request. When you submit a Support Request, you should assign the problem you are experiencing a Severity Level, which is the level of urgency and the defined business impact. All Support Requests will be assigned a Priority Level by insightsoftware in accordance with the definitions described below.

Insightsoftware understands that Priority Levels are defined because of functional failures, and there may be times that a reported failure may have a critical business impact to you that would not necessarily be apparent to insightsoftware. In such instance, and at your request based upon information you provide, insightsoftware may consider escalating the Support Request to a higher priority level to reflect the impact on Customer.

An Acknowledgement is insightsoftware’s initial confirmation to Customer that insightsoftware has received Customer’s support request. A Restoration of services are actions that restore the product to conduct business requirements. A Resolution is a fix to the issue, which provides a stable solution to the Support Request.

Response ExpectationsStep 1: AcknowledgementStep 2: Restoration and/or Action Plan
Priority 1Within 1 Regional Business HourWork will start immediately upon Acknowledgement and will continue until Restoration of service.  Status will be communicated daily or as needed based on the Resolution. Resolution will be included in a subsequently scheduled Update.
*Priority 2Within 2 Regional Business HoursWork will start upon Acknowledgement and will continue until a Restoration or a Restoration plan is in place.  Status communicated upon Customer’s request or as needed based on the Restoration plan. Resolution will be included in a subsequently scheduled Update.
*Priority 3Within 4 Regional Business HoursThe Error will be researched and Restoration or action plan will be communicated upon Customer’s request.  Resolution will be included in a subsequently scheduled Update.
*Priority 4Within 8 Regional Business HoursThe Error will be researched and Resolution or action plan will be communicated upon Customer’s request.  Resolution will be included in a subsequently scheduled Update.
PriorityFunctionality/ System AvailabilityFinancial / Regulatory ImpactData CorruptionData ReplicationInstall and UpgradesPlanning
Priority 1System outage; Production down, System may be up, but is completely unusable.

Significant application issue without a workaround prevents use.

Issue results in substantial fines or loss of revenue for the customer. Reporting Deadlines cannot be completed because of a significant application issue without a workaround.Widespread data corruption across the entire system.All Data Replication tasks have failed; customer source system and environment are working normally and are available.Install or Upgrade cannot be completed because of a significant application issue without a workaround.Planning Cycle cannot be completed because of a significant application issue without a workaround.
Priority 2Production System is working within acceptable parameters, but test / training / demo system exhibits P1 behavior / issues. An important application is impacted, but an acceptable workaround exists.Issue has the potential to result in moderate fines or loss of revenue.

Reporting Deadlines are impacted by an application issue that does have a workaround, but workaround requires significant rework of setup.

Isolated data corruption.One or More Data Replication tasks have failed, customer source system and environment are working normally and are available.Install or Upgrade has an application issue that does have a workaround, but the workaround should only be temporary or requires significant rework of setup.Planning Cycle is impacted by an application issue that does have a workaround, but workaround should only be temporary or requires significant rework of setup.
Priority 3All environments are available.Issue has the potential to result in minimal fines or loss of revenue.

Reporting Deadlines has an issue that is minor to the application.

Minimal data corruption.One or More Data Replication tasks have significant latency; customer source system and environment are working normally and are available.Install or Upgrade has an issue that is minor on the application.Planning Cycle has an issue that is minor to the application.
Priority 4All environments are available.No financial or regular impact.No data corruption.No Replication Issue.No impact on Install or Upgrade.No impact on Planning Cycle.
  • All Acknowledgments are based on the submission in the region of origin based on normal business hours.

 

  1. Case Closure Process

Support will close a case when a resolution is available in a subsequently scheduled Update. For non-defect cases, insightsoftware uses a two-stage closure process. The first stage moves the case to a status of “Resolution Delivered/Confirm Pending.” This is applicable when a solution, such as a workaround, answer, or requested information has been provided.

The next stage is to confirm the intended closure with the customer based on one of the conditions listed below and close the case.

Conditions for case closure include:

  • Both insightsoftware and the customer agree the case has been resolved.
  • Within 14 days of receipt of the proposed solution, the customer either has not tested or has not communicated the results of testing the solution.
  • After three attempts to obtain additional information, the customer does not or is unable to provide the requested information within 14 days of the original request.
  • Insightsoftware has identified the issue as a suggestion for product development, which should be submitted to: https://ideas.insightsoftware.com.
  • The case occurs in an unsupported configuration and cannot be reproduced in a supported configuration.
  • The case occurs in an unsupported configuration, has been reproduced in a supported configuration, and Support has supplied a solution or Update that resolves the case in the supported configuration in the most current product version.

Once a case has been closed, it can be re-opened by the customer through the Customer Support Community.

Customer Responsibilities

You have the primary responsibility for administering the Product among your licensed users. You should also ensure you are using the most-recent Update of the Software, as Updates will likely provide the solution to the problem you are experiencing.

You are responsible for ensuring that the hardware and software used to access the Product meet the minimum requirements, which are detailed in the applicable Documentation.

  1. Access to Personnel and Equipment

Subject to Customer’s reasonable security requirements, Customer agrees to provide insightsoftware with access to Customer’s personnel and its equipment during normal business hours. This access must include the ability to dial-in to the equipment on which the Supported Program(s) are operating and to obtain the same access to the equipment as those of Customer’s employees having the highest privilege or clearance level.

Customer Surveys

Another very important part of continuous improvement for insightsoftware is the opportunity to get feedback from customers to drive our process and service changes. Customer satisfaction surveys can be created or updated directly through the Customer Support Community. Whenever a case is closed, the system will send an email with a link to a new survey form. These surveys measure Support, our Software products, and the company. We take these surveys very seriously, and we use them as input for improvement in Support, Product, and our company. Results from the surveys are aggregated on a monthly basis, reviewed internally, published to the Customer Support Community, and they are used in performance evaluations of our staff.

Please take the time to respond. We want your feedback.

Appendix A

List of Archived Products

Product NameEnd of Support Date
Wands for PeopleSoftFebruary 29, 2019
Reports Wand with NoetixViews OEM edition for Oracle and associated App Connector PacksMarch 30, 2019
Wands for Financial ForceDecember 31, 2019
Spreadsheet Server WritebackNovember 2, 2020 or service contract termination date (whichever is earliest)

Appendix B

Backup and Maintenance Requirement for Hubble

Glossary

  • Object Repository (All Applications) – Tables hosted in a relational database. These tables contain all the metadata and contents about any Reports, Charts, Metrics, ERP Profile Configuration, Groups and Users created within the Hubble application
  • Application Server (Web-based Hubble Products only) – Hosts Object Repository
  • Web Server (Web-based Hubble Products only) – Web Application resides on Web Server
  • Accelerator Server (premium component) – Hosts a high-speed columnar database and replication tool.
  • Object Repository The Object Repository is hosted on the customer’s relational database (SQL Server, Oracle or DB2 for ISeries) or in the Hubble Application Service if using a web-based Hubble product. The tables that make up the object repository must be included in the customer’s regular database backup routine.

Hubble Desktop Reporting Application – Backup Requirements

Budgeting Data (Optional)

The Budgeting Data is stored on the customer’s relational database (SQL Server, Oracle or DB2 for iSeries). The metadata tables that are configured for budgeting, plus any budgeting or forecasting tables must be included in the customer’s regular database backup routine.

Web-based Hubble Products – Backup Requirements

The Web-based Hubble Products comprise of multiple server components. It is the customer’s responsibility to ensure that a regular backup schedule is in place that covers the core components of the solution.

Hubble Application Server

The Application server hosts the Object Repository in a locally hosted database. This database must be backed up and the backup files stored in a secure location. Details can be found in the Hubble maintenance guide.

Hubble Accelerator Server (Optional)

Replication

The replication tool produces backup files for the replication tools configuration of server settings and individual replication task configurations. These file(s) must be backed up and stored in a secure location on a regular basis by the customer.

Data in the Accelerators database

  1. Replicated Data – Data that is stored in the accelerator is replicated from the customer’s source database. It is the customer’s responsibility to ensure the source data is backed up as part of a regular backup routine. If replicated data is lost/corrupt on the Accelerator, then the course of action will be to drop the data on the accelerator and replicate the data from the source database. The data on the accelerator should not be the only version of the replicated data.
  1. Budgeting & Forecasting Data – Hubble Budgeting & Forecasting data, this will be the only instance of this data, held in tables in the accelerator database. This data needs to be backed up and moved to a secure location as part of a regular backup routine.  Details can be found in the Hubble maintenance guide.
  2. Custom DB objects – It is the customer’s responsibility to ensure the any custom DB objects like Views are backed up in case the Accelerator needs to be rebuilt. Details can be found in the Hubble maintenance guide.

Web-based Hubble Products  – Maintenance Requirements

Hubble Accelerator Server (Optional)

Accelerator Database

The Accelerator database is a columnar database and requires regular scheduled maintenance tasks; these are outlined in the Hubble Maintenance guide.

  1. Optimizing individual schemas on the columnar database (minimum weekly schedule)
  2. Modifying the system catalogs – sysmod (periodically)
  3. Roll the columnar database log files (periodically)

Appendix C

CXO Hosted Services SLA

This Service Level Agreement (“SLA”) between insightsoftware and Customer of insightsoftware’s Cloud Service (“Cloud Service”) sets forth the service level terms and conditions. This SLA defines the terms of insightsoftware’s responsibility with respect to the Cloud Service that insightsoftware provides. The SLA set forth represent insightsoftware’s sole obligation regarding Cloud Service Commitments. This SLA does not apply to the availability of third-party services (TPS) which are subject to the TPS Agreements. The SLA is binding only on the Customer and insightsoftware and does apply to any third parties.

  1. Definitions. The following are definitions of capitalized words used in this Agreement:
  1. “Agreement” The Customer’s use of and access to Cloud Service is governed by the Terms & Conditions, Master Services Agreement, Subscription Agreements, Purchase Agreements, Statement of Work and any other documents relating to the terms of using the Software products (collectively, the “Agreement”).
  2.  “Cloud Service” Consisting of Software-as-a-Service (SaaS), meaning the capability provided to the Customer to use the offered insightsoftware Software applications running on a insightsoftware provided cloud infrastructure. The Customer does not manage or control the underlying cloud infrastructure including network, servers, operating systems and storage. insightsoftware’s maintenance includes, without limitation, database rebuilding, hardware upgrades, software upgrades, and network upgrades, as applicable.
  1. Responsibility of insightsoftware
  1. insightsoftware will provide the Cloud Service to Customer for the duration of this Agreement.
  2. insightsoftware grants Customer the right to give the licensed number of users access to and right to use the Cloud Service.
  3. insightsoftware does not guarantee that the Cloud Service performs flawlessly all the time. The internet connection between the Customer data center and the device of the end user is not part of the responsibility of insightsoftware.
  4. insightsoftware will take the appropriate technical and organizational measures to protect the stored and/or exchanged information against loss and unlawful processing. These measures will be appropriate, taking into account the state of the technology and the costs involved. insightsoftware will especially take great care to prevent that unauthorized persons are able to access Customer through Cloud Service.
  5. In the case, insightsoftware is using third party technologies or third party services, the terms and conditions of the third party will apply. Excessive use of third party components and services could result in additional charges.
  6. insightsoftware shall make a full backup copy of each database and file system daily and retain each such daily backup copy for seven (7) days. insightsoftware retains copies of log files for at least sixty (60) days.
  1. Responsibility of insightsoftware – Cloud Service Availability.
  1. Cloud Service Availability – General

insightsoftware’s goal is to provide Cloud Service Availability twenty-four hours per day, seven (7) days per week (referred to as “24×7 Availability”) EXCEPT during times of maintenance as set forth in Section 3(d) herein. However, the parties recognize that 24×7 Availability is only a GOAL, and insightsoftware cannot represent or guarantee that such goal can be achieved. As per our CLOUD SERVICE SUPPORT POLICY (show below), response time goals cover Production Cloud.

  1. Cloud Service Availability Level Goals

insightsoftware shall use reasonable efforts to achieve the monthly target Cloud Service Availability Goal of 99.5% network uptime, during business hours, except during scheduled maintenance. Notwithstanding the foregoing, Customer recognizes that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of insightsoftware. Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of insightsoftware can and will occur, and such instances shall not be considered any failure of the 99.5% network uptime. While Customers are free to monitor network uptime on their systems and other monitoring services, insightsoftware proactively monitors network uptime and the results of these monitoring systems shall provide the sole and exclusive determination of network uptime.

  1. Maintenance
  1. The parties agree that insightsoftware shall provide maintenance, which may cause errors as defined by the CLOUD SERVICE SUPPORT POLICY (show below). insightsoftware shall use commercially reasonable efforts to limit maintenance that causes outages to four (4) hours per month. insightsoftware shall notify named Customer contact by email prior to performing any maintenance which insightsoftware predicts will cause outages outside of standard Cloud Service Times.
  2. The Cloud Service Availability goals exclude any time Customer requests a Cloud be taken down for scheduled updates.
  3. insightsoftware will attempt to schedule maintenance during times that do not impact our customers, however some customers may be impacted by the scheduled maintenance. insightsoftware will notify Customer that maintenance is required outside the scheduled maintenance times.
  1. Disclaimer of Actions Caused by and/or Under the Control of Third Parties. insightsoftware DOES NOT AND CANNOT CONTROL THE FLOW OF DATA TO OR FROM INSIGHTSOFTWARE’S NETWORK AND OTHER PORTIONS OF THE INTERNET. SUCH FLOW DEPENDS IN LARGE PART ON THE PERFORMANCE OF INTERNET SERVICES PROVIDED OR CONTROLLED BY THIRD PARTIES. AT TIMES, ACTIONS OR INACTIONS OF SUCH THIRD PARTIES CAN IMPAIR OR DISRUPT CUSTOMER’S CONNECTIONS TO THE INTERNET (OR PORTIONS THEREOF). ALTHOUGH INSIGHTSOFTWARE WILL USE COMMERCIALLY REASONABLE EFFORTS TO TAKE ACTIONS IT DEEMS APPROPRIATE TO REMEDY AND AVOID SUCH EVENTS, INSIGHTSOFTWARE CANNOT GUARANTEE THAT SUCH EVENTS WILL NOT OCCUR. ACCORDINGLY, INSIGHTSOFTWARE DISCLAIMS ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS.
  2. Limitations insightsoftware cannot assume responsibility and shall not be liable for any impacts on Cloud Service Availability due to (i) any requests for non-standard environment or Customer machine access; (ii) any downtime caused by Customer produced code; or (iii) any changes to the Cloud Service by parties other than insightsoftware. insightsoftware will make reasonable efforts to ensure that Cloud Service changes do not affect customers.
  3. SLA Changes insightsoftware reserves the right to change this SLA at any time.
  1. Responsibility of Customer
  1. The Customer will determine which information will be stored and/or exchanged by/with the use of the Cloud Service.
  2. The Customer is responsible that the information does not infringe upon rights of third parties. The Customer will indemnify insightsoftware from claims of third parties who claim that their rights have been infringed upon as a result of storing and/or exchanging information by means of the Cloud Service.
  3. The Customer is responsible for keeping the Login accounts confidential.

Privacy Policy

Effective date: 11/25/2019

insightsoftware takes your privacy seriously. This privacy policy explains how we collect, use, and share personal information in the course of our business activities, both online (including on this website) and offline.

For the purposes of this privacy policy, “insightsoftware” means Global Software, LLC and each of its subsidiaries and affiliates. The insightsoftware entity legally responsible for your personal information will be the entity that uses your personal information from time to time, for example the insightsoftware entity which you do business with or which communicates with you. You can find out more about insightsoftware at insightsoftware.com/about/ or by contacting us using the information in the Contact Us section.

Important Note: insightsoftware produces on-premise downloadable software as well as hosted “software-as-a-service” solutions for its business customers. Where an insightsoftware customer uploads personal information to one of our hosted software services, or otherwise makes personal information available to be processed by us as part of a service we provide, that insightsoftware customer will remain the responsible data controller. insightsoftware will act as a mere data processor, and will only be permitted to process your personal information on the instructions of our customer. Please note that if you are a data subject whose personal information is processed by an insightsoftware customer, you should direct any inquiries in relation to that processing to the relevant insightsoftware customer.

  1. What Personal Information Does insightsoftware Collect and From Where?
    We collect and process some or all of the below types of information from you in the course of your use of our websites, receipt of our services, or other interaction with you.
  1. Website Visitors
    We automatically collect certain types of information when you browse our websites. Automated technologies may include the use of web server logs to collect IP addresses, “cookies”, and web beacons. We may track information provided to us by your browser, including any referring URL, your IP address, the type of browser you use, and the time and date of access. For more information about these automated technologies, see our Cookies Notice below.
  2. Website Visitors Completing Forms Requesting Information
    When you submit your information (such as: your name, job title, company name, telephone number, email address, and location) to insightsoftware to request a demo of our products, it is stored in our secure CRM database. This information is used by our sales, marketing, and support teams to provide you with, and promote and market, our content and services, both through our websites and via email. You may opt out of receiving marketing communications from us at any time by emailing us at unsubscribe@insightsoftware.com. Once you opt out, you will no longer receive marketing communications from us.
  3. insightsoftware User Community
    Certain licensed users of insightsoftware products, resellers, and business partners may access secure areas of our websites such as the insightsoftware Customer Community (“Authorized Users”). We collect personal information when you register an account to become an insightsoftware Community Portal member (such as: your name, email, location, and user name). This information will be correlated with the other information contained in our marketing and sales CRM database, such as your title, telephone numbers, your organization name, location, and software product(s) licensed. Information collected will be used to customize the user experience and provide information specific to your region and insightsoftware product.We display personal testimonials of satisfied customers on our websites. Where you have provided us with a testimonial, and with your consent, we may post your testimonial along with your name, title, and company name.
  4. Marketing Recipients
    As well as website visitors who complete forms requesting information, we may also collect your business contact information (such as: name, title, email address, telephone number, company name, location) for marketing purposes if you are an existing customer or if you are considered a prospective customer who may have an interest in our products and services. If you are considered a prospective customer, we may collect your business contact information from publicly accessible sites, and from vendors that specialize in the provision of B2B marketing information. In relation to marketing which we undertake by telephone, please also see our Call Recordings Policy.
  5. Customer and Supplier Contacts
    If the business you own or work for does business with insightsoftware, as either a customer or supplier, we may collect your business contact information, as well as any other relevant information (such as: bank account details required for invoicing), which we need in order to deliver services to, or receive services from, your business, or to otherwise manage our professional relationship with you and your business.
  • How and Why Does insightsoftware Use My Information?
    Your personal information will be used for the purposes listed in the table below. Where our use of your personal information is subject to the General Data Protection Regulation (“GDPR”), or other data protection laws imposing comparable obligations, we will only collect, use, and share your personal information where we are satisfied that we have an appropriate legal basis to do so. We have also described these legal bases in the table. The legal basis we rely upon may impact which rights you have in relation to your personal information (see section 6 below for more details):

 

PurposeLegal Basis
Providing access to Community or Support portalsLegitimate interest in making these portals available to customers
Receiving and responding to your enquiries and complaints (please also refer to our Call Recordings Policy)Legitimate interest in providing customer service solutions
Making the website function securely using necessary cookiesLegitimate interest in presenting a functioning and secure website
Personalizing your experience on our website, collecting information about your use of our websites for statistical and product improvement purposes, and sending serving targeted advertising to you, in each case using cookies and similar technologies (see “Cookies” below for more information)Your consent
Personalizing your experience on our website, collecting information about your use of our websites for statistical and product improvement purposes without the use of cookies or similar technologiesLegitimate interest in improving the appearance and usability of our websites
Maintaining databases of business contacts and contacting these for professional, non-marketing related reasonsLegitimate interest in being able to contact customers, suppliers and other third parties for business reasons, including to provide contractually required services to business customers
Invoicing for our services and making payments to suppliersLegitimate interest in conducting necessary / contractually required finance transactions
To ensure compliance with our licensing termsLegitimate interest in enforcing our terms on authorized users
Displaying personal user testimonialsYour consent
Send marketing information to existing and prospective customers (for telephone marketing, please also refer to our Call Recordings Policy)Legitimate interest in promoting our products and services; or

Consent (where expressly provided by you, including in cases where required by law)

Assess job applicationsLegitimate interest in selecting appropriate, qualified candidates
Providing information to regulators, law enforcement agencies, other government bodies and the courtsCompliance with a legal obligation; or

Legitimate interest in cooperating with lawful requests for information and assisting with regulatory investigations and the conduct of the courts

Making information available as part of due diligence, and then transferring your personal information as part of any merger, acquisition, or sale of all or a portion of our stock/shares or assetsLegitimate interest in transferring all or part of the business to a purchaser

Where we rely upon a “legitimate interest” as our legal basis, we will ensure that our interest is not outweighed by any impact on your rights and freedoms, and only use your information in a way which is proportionate and respects your privacy.

Where our use of your personal information is based on your consent, you may withdraw that consent at any time via methods outlined in the Contact Us section.

  • Third Party Sites and Services
    1. You can engage with us through widgets and plug-ins on our website that integrate with social media sites and third-party links within our websites. When you engage with us through these features, you may allow us to have access to certain information from your social media account (such as: name, email address, photo, gender, birthday, city, the posts or the ‘likes’ you make). These features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the feature to function properly. Social media features and widgets are either hosted by a third party or hosted directly on our sites. Your interactions with these features and third-party sites are also governed by the privacy policy of the company providing it. We encourage you to carefully read the privacy policy of any website you visit.
    2. Our websites may contain links to other sites which are outside our control and are not covered by this policy. You should review the privacy policy of each website you visit.
  • Storing your Personal information
    1. Security
      The security of your personal information is important to us. We take appropriate measures to ensure that any personal information is kept secure, including security measures to prevent personal information from being accidentally lost, or used and accessed in an unauthorized way. We use encrypted technology, such as SSL, to protect the personal information submitted to us, both during transmission and once we receive it. All insightsoftware Customer Community Authorized User information is stored in a secure cloud location managed by Salesforce.com and secured in accordance with industry standards and technology.Our employees are required to keep customer, business partner, and other related personal information confidential, as a condition of their employment with the company. Only authorized employees are permitted to access this type of information.
      Where you have created a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. You should always use complex, secure passwords. If you believe your credentials have been compromised, you must contact us immediately, and we will arrange for a temporary password and a password reset.However, no method of transmission over the Internet or method of electronic storage is 100% secure and insightsoftware cannot guarantee that information may not be accessed, disclosed, altered, or destroyed by breach of any of our or our third-party vendors’ safeguards.
    2. Keeping your personal information up-to-date
      If you are an Authorized User using the insightsoftware Customer Community and need to make changes to the personal information in your profile, you can submit a Support ticket within the portal or contact the proper support team through the contact information found at: insightsoftware.com/support/product-support/.Any person whose personal information we hold can also Contact Us.Where you contact us to update your personal information, we will endeavor to do so within a reasonable amount of time in order to ensure that the personal information we hold about you is as accurate and up-to-date as possible.
    3. How long we keep your personal information
      If you are a customer or business partner, we will retain your information for as long as your account is active or as needed to provide you services. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.If you are a visitor, we will retain your information in accordance with our data retention policy. Visitors may request the removal of their information from our databases at any time via methods outlined in the Contact Us section.
    4. Where we store your personal information
      We store your personal information on our own servers in the European Economic Area (“EEA”) (including, for the purposes of this policy, the United Kingdom) and the USA and on the servers of our data processors, such as Salesforce.com, which may be outside of the EEA.Not all countries outside of the EEA have equivalent data protection laws to the EEA, so we have taken steps to ensure that each of our group companies and suppliers who may transfer your personal information outside the EEA has put in place appropriate measures to protect your data, either by being certified under the US-EU Privacy Shield scheme, or by entering into a standard contractual clauses approved by the EU Commission or a relevant supervisory authority. In non-routine circumstances, we may rely on a exception available under data protection laws to transfer your personal information outside of the EEA without such measures in place.If you are a EU resident, you have a right to see a copy of any agreement under which your personal information is transferred outside of the EEA, although this may be redacted for reasons of commercial sensitivity. If you would like further information please Contact Us.
  • Disclosure of your personal information to third parties
    We share your information in the manner and for the purposes described below:

 

  1. to any member of our corporate group, which means our subsidiaries and affiliates, for the purposes described in this policy;
  2. with third-party service providers who have agreed to confidentiality restrictions and use any personal information we share with them or which they collect on our behalf solely for the purpose of providing the contracted service to us;
  3. with our regulators, including supervisory authorities for data protection, and with courts and law enforcement to comply with all applicable laws, regulations and rules, and requests of law enforcement, regulatory and other governmental agencies;
  4. we may share in an aggregate, statistical form certain non-personal information regarding the visitors to our website, traffic patterns, and website usage with our advertisers; and
  5. if, in the future, we sell or transfer some or all of our business or assets to a third party or invite investment in our company, we may disclose information to a potential or actual third-party purchaser of our business or assets.
  • Your Rights
    Depending on which data protection laws (if any) apply to our use of your personal information, and subject to certain exemptions which may exist under those laws, and in some cases dependent upon our lawful basis (see section 2), you have certain rights in relation to your personal information, including:

 

  1. to access personal information, together with an explanation about how and why we use your personal information;
  2. to rectify / erase personal information;
  3. to restrict the processing of your personal information;
  4. to object to the processing of personal information (where the lawful basis is “legitimate interests”);
  5. to object to how we use your personal information for direct marketing purposes;
  6. to obtain a portable copy of your personal information or have it transmitted to another organization (where the lawful basis is “consent” or “performance of a contract”);
  7. to obtain a copy of personal information safeguards used for transfers outside your jurisdiction; and
  8. to lodge a complaint with your local supervisory authority (a full list of EU supervisory authorities can be found on the website of the European Data Protection Board).

If you would like to exercise any of those rights, please:

  1. Contact Us;
  2. let us have enough information to identify you (such as: account number, user name, registration details); and
  3. let us know the information to which your request relates.

In order to protect the confidentiality of your personal information, if we do not have enough information to verify your identity we may ask for proof of your identity. We will use this solely for the purpose of verifying your identity.

If your request is judged by us to be manifestly unfounded or excessive then we may choose to refuse to respond to it, or to charge you a reasonable amount for our time incurred in doing so.

  • Cookies Notice
    Cookies and related technologies such as beacons, tags and scripts are used by us and our marketing partners, affiliates, or analytics or service providers. We use these technologies to make our websites function securely (strictly necessary cookies); to gather information about your preferences and personalize your browsing experience; to collect general / statistical information about your use of the website in order to improve the website for all users; and to deliver targeted advertising to you (optional cookies).

 

  1. The following describes how we use different categories of cookies:
    Strictly Necessary: These cookies are essential to provide access to secure areas of our website. Without these cookies, services such as our insightsoftware Cloud services and our Support and Community Portals cannot be provided. Some of these cookies are used to access information already contained in our Salesforce.com database and these cookies are strictly necessary to enable that process.Performance Cookies: These cookies collect information about how visitors use our website, for instance which pages visitors go to most often, and if they get error messages from web pages.Functionality Cookies: These cookies store information about your interactions with our website (such as your language preference or the date of your last visit) to provide a better browsing experience.Targeting or Advertising Cookies: These cookies are used to deliver marketing that is more relevant to you and your interests. They may be used to limit the number of times you see a promotional message as well as help measure the effectiveness of the marketing campaign. For the Community and Support Portals, they may use the Authorized User’s locale and licensing information in order to provide locally relevant news and marketing advertisements tailored to the Authorized User.insightsoftware utilizes Pardot from Salesforce.com, a third-party company, for marketing automation. Pardot sets cookies that track a user’s interaction with our site. Pardot also tracks browser-provided information such as inferred region, IP address, and return visits. Users remain anonymous unless the user has provided personal information through the submission of a form or clicks through to our site from a link in a Pardot email. For more information on Pardot cookies and what they are used for, see Pardot’s Privacy policy.
  2. Other Sites And Cookies
    Our site may contain links to other websites or “share”, “like” or other similar buttons. These other websites, services and applications may set their own cookies on your computer, collect data or solicit personal information. You should refer to any privacy policies found on such websites, services and applications to understand how your information may be collected and used.
  3. How To Control Cookies
    When you first navigate to our websites, you are asked to provide your consent to cookies. You can choose to provide or withhold your consent in relation to a number of purposes for which corresponding cookies are deployed.As well as using the pop-up consent mechanism, you can control acceptance of cookies by modifying your Internet browser preferences. Please note that, if you choose to block all cookies (including strictly necessary cookies) you may not be able to access all or part of our site and may be unable to use those services or engage in activities that require the placement of cookies. Additionally, you can also specifically opt-out of interest based ads by visiting the Consumer Choice Page and the Consumer Opt-Out Page (or if located in the European Union, click Your Online Choices). Please note this does not opt you out of being served ads. You will continue to receive generic ads.
  • How Will I Know If the Privacy Policy Has Changed?
    We will post changes to our privacy policy to this page. If we want to make material changes to the way in which we use personal information we have already collected from you which aren’t reflected in this privacy policy, we will let you know.

Call Recordings Policy

For training purposes, to enable us to provide excellent customer service, we may record outgoing, incoming, and scheduled calls with customers and prospective customers. Such recordings are subject to our Privacy Policy and never shared with third-parties, except for such third-party service providers that support the call recording and storage, or where we receive a request from law enforcement, a court, or a regulator. Insightsoftware routinely deletes call recordings after 60 days, and only retains recordings for longer if required for legal purposes. You may request for call recording to be turned off, ask for a copy of such recording, or request that such recordings are deleted by emailing us at datainquiry@insightsoftware.com.


Contact Us

Questions regarding these legal notices, privacy policy, or requests to exercise applicable rights should be sent via email or by post to our offices at:

Global Software, LLC d/b/a insightsoftware
8529 Six Forks Road, Suite 400
Raleigh, NC 27615

datainquiry@insightsoftware.com
legal@insightsoftware.com