Frequently Asked Questions about Keynetix.cloud
What is the process for purchasing Keynetix.cloud?
Initially you will work with a Customer Account Manager to determine the best configuration for your organization. Once agreed, the Customer Account Manager will send you a quote and the terms and conditions for the subscription.
To proceed with the order you need to digitally sign and return the quote. Once payment has been received for your first subscription period your account will be activated within 2 working days.
How much data storage will I require?
A Keynetix.cloud account comes with 10GB of database storage of which 0.1GB are used for the system. It is difficult to estimate storage requirements per project or per borehole as the data requirements for one project or borehole can be significantly different from another. By reviewing project data already on the system a starting point estimate would be around 5000m of borehole data per GB.
The storage requirements will also be affected by the number of backups (data snapshots) you run on your project.
How much document storage will I require?
A Keynetix.cloud account comes with 1TB of document storage. Each attached document is stored using this allowance and not included in your data storage allowance.
Document storage estimates can be made by simply reviewing the sizes of your documents on your current system.
What happens if I need more storage?
Keynetix.cloud automatically grows to accommodate your increasing data volumes so there is no halt to your service due to increased requirements. You will be notified when the database is 5GB over the limit but will not be charged additional fees until it is 10GB over the paid allowance. Once it is 10GB over the allowance you will be charged for the two additional storage bands for the remainder of your subscription period.
What happens to archived projects?
When a project is archived from Keynetix.cloud it is stored in your document store. The project and Location Details data remains in the system so you can see where your archive data is spatially.
Archiving your projects will reduce your database storage requirements and increase your document storage requirements.
Archived projects can be restored using project restore service from Keynetix. Keynetix reserves the right to charge a small project restore fee.
What is the subscription period?
The standard subscription period is 12 months.
How much does Keynetix.cloud cost?
Please contact a member of the Customer Account Management team who will be able to provide detailed pricing options based on your specific requirements.
What is a Cloud Connected App License?
Keynetix.cloud allows applications (Apps) to connect to the system via a Web Services API.
All cloud connected App Licenses are Concurrent and counted based on concurrent running of the same App.
Connected App Licenses are deployed and managed as part of the Keynetix.cloud platform.
All Connected Apps created by Keynetix include a cloud connection License and so do not need additional Licenses to connect Keynetix Apps to the cloud.
How can I change the number of App Licenses?
At the end of each subscription period you can reduce or increase the number of Licenses of each connected App (i.e. HoleBASE Enterprise) to meet your current requirements.
You can increase the number of Licenses during a subscription period (the cost of each additional App License is charged Prorata for the remaining subscription period. You cannot reduce Licenses during the subscription period.
To discuss your new License requirements please contact your Customer Account Manager.
What payment methods are supported?
We accept Bank Transfer Payments and all major credit cards except AMEX. We do not accept Checks for subscription payments.
How can I change the billing and technical contacts for my Keynetix.cloud account?
The current technical or billing contact needs to contact a member of the Customer Account Management team who will be able to update the contact details as per their request.
For security purposes only the named individuals on the account can change contact details.
If I discontinue my subscription what happens to my data?
If your Keynetix.cloud subscription ends, either because it expires, or because you decide to cancel, your access to services, applications, and customer data go through four stages before your data repository (and customer data) is deprovisioned.
- Active – Customer has full access to their data
- Expired (30 days after subscription ends *) – Customer has full access to their data
- Disabled (90 days after subscription ends *) – Keynetix System Administrator access only
- Deprovisioned – Data deleted
* During this period customers can request a full customer data extract to be provided (including full database backup and attached documents)
Can Keynetix Cloud be hosted internally or on another cloud provider?
No. Keynetix.cloud is only offered as a Software as a Service (SaaS) Model and cannot be hosted in another environment.
How long does it take to setup my Keynetix.cloud account?
A new Keynetix.cloud account will be setup within two business days of receipt of your first subscription payment.
Can I transfer my data from HoleBASE SI
Yes – as part of the standard Keynetix.cloud account setup, Keynetix will migrate your existing HoleBASE SI Databases into your cloud repository (including attached documents). There is no charge for this service but it can only be done once at the start of your first subscription.
Does Keynetix have a professional services team who can assist with training, implementation and configuration?
Yes – Keynetix have a dedicated professional services team that can assist you with configuration, data migration, template and report design, training and provide guidance on geotechnical data management best practices.
Can I import my legacy data into Keyetix.cloud?
Yes – Keynetix.cloud has a customisable data mapping engine which can be setup to import data from legacy sources including: AGS, CSV, GeODin and gINT
What level of support can I expect?
Our customers depend on our software and that is why we have an experienced and dedicated support team on hand to help should you run into any issues. As part of our support offering you will have access to our Online Knowledgebase (Keynetix Assist), Online Support Ticketing System, Email and Telephone Support
As part of your Keynetix.cloud subscription you will have access to all the latest software updates as they are released, including Platform and App enhancements, and security and performance improvements.
If you give our support team temporary access to your Keynetix.cloud account we can also assist directly within your own environment.
See our Services Level Agreement page to find out more.
Where is my data going to be stored?
Your Keynetix.cloud data repository is contained within the geographical location selected at sign-up. All copies of your data are then stored only in your region. Keynetix.cloud currently operates in North America and UK
If you select North America for your cloud location, all copies of your data are stored in the AWS US-EAST-1 (Northern Virginia) region.
If you select UK for your cloud location, all copies of your data are stored in the AWS EU-WEST-2 (London) region.
What security measures are in place?
The security, integrity, and availability of your data are our top priorities. We know how vital it is to your business success. Keyntix.cloud provides a multi-layered approach to protect and monitor all your data, both at rest and in transit, and strive to implement evolving security best practices.
All communication with Keynetix.cloud utilizes Secure Sockets Layer/Transport Layer Security (SSL/TLS) and trusted certificates. All customer data is encrypted, and we regularly scan our network and systems for vulnerabilities.
Applications are routinely patched (in line with software provider recommendations) to protect against the latest security vulnerabilities and periodic penetration and vulnerability assessments are undertaken.
Access to customer data is restricted to authorized personnel only. Access to Keynetix.cloud infrastructure by Keynetix employees is limited using multi-factor authentication, logged and tracked for auditing purposes
Is the service resilient and is my data backed up?
Keynetix.cloud is built on top of AWS Infrastructure. All core components are fully redundant (across multiple availability zones) and configured for high availability. Application and Database Server Clusters are enabled to ensure that servers can fail without interrupting the user experience. As part of our disaster recovery plan, our routine data backup procedures leverage the snapshot and data mirroring capabilities of the AWS Infrastructure and are configured for 30-day retention. Regular checks are performed on backups and periodically restored to validate integrity.
Who has access to data we upload to Keynetix.cloud?
Keynetix take several measures to help protect your data from inappropriate access or use by unauthorized persons. This includes restricting access by Keynetix personnel and our managed service partners and to prevent customers from gaining unauthorized access to data.
Physical Access – all infrastructure is deployed within a designated AWS Region and has been built in accordance with the recommendations set out in AWS Well-architected framework. Further details regarding the AWS commitment to security and compliance can be found at https://aws.amazon.com/compliance/programs/.
Virtual Access – to customer data is restricted based on business need using role-based access control. Access to customer data is also logged for auditing purposes.
Keynetix.cloud is a multitenant service, meaning that services, applications and data, may be stored on the same physical hardware as that of other customers. Strong steps are taken to ensure separation of data and prevent unauthorized data access. Each customer has its own isolated database within Keynetix.cloud and access controlled by role-based access control at both a services and application level.
Who owns the data we upload to Keynetix.cloud?
The data uploaded to Keynetix.cloud remains the property of the customer.
How do I integrate data stored in Keynetix.cloud with other applications?
The Keynetix.cloud platform provides a Web Service API which enables development teams, system integrators and third-party App developers to integrate data stored in Keynetix.cloud with other applications.
Please contact a member of the Account Management team on email@example.com to find out more about joining the Keynetix Developer Network.