This addendum supplements the Master Terms of Service of Softnix. Service levels and performance figures shown in this addendum are reference targets only; binding service levels, licensing, and data terms are those specified in the customer's contract or order.
1. Product Overview
Softnix Data Lakehouse Platform is a Data Management Platform combining Data Lake and Data Warehouse in a single platform, supporting large-scale data storage, processing, governance, and analytics. License type (e.g., perpetual license with maintenance) is as specified in the contract.
Deployment Models
| Edition | Deployment | Description |
|---|---|---|
| On-premise | Self-hosted | Installed on customer infrastructure (servers or VMs), including VMs on the customer's own cloud account (e.g., AWS, Azure, GCP) |
| Hybrid | Mixed | A combination of the customer's on-premise infrastructure and the customer's own cloud account |
Third-party software: Open-source components used in the platform (e.g., query engines, storage, and table formats) remain under their original licenses from their respective owners. The Softnix license and warranty for Softnix Data Lakehouse Platform cover only the management system developed by Softnix; for third-party software, Softnix installs and integrates it with the product. The customer must comply with those third-party licenses. See Section 3 of the Master Terms of Service.
2. Data Terms
Data Ownership
- All data imported into the Data Lakehouse is customer property
- Softnix does not access customer data unless authorized for support purposes
Storage and Backup
- Storage capacity depends on the customer's infrastructure; license scope is as specified in the contract
- The customer is responsible for the backup policy
Data Deletion
- Data resides in the customer's environment; upon contract termination, export and deletion of data are controlled by the customer
- Softnix can assist with data export or deletion on request, within the support scope in the contract
3. Performance & Scalability
- Performance depends on cluster size and workload type
- Softnix provides sizing recommendations but does not guarantee specific performance
4. Data Lakehouse-Specific SLA
| Metric | Target |
|---|---|
| Availability | Depends on customer infrastructure |
| Data durability | Depends on storage configuration |
| Query performance | Depends on hardware and workload |
| Data backup | Customer responsibility |
| Softnix responsibility | Support and maintenance (MA) under the Softnix standard SLA, which applies to all products: CRITICAL 2h response / 4h resolution via a dedicated 24/7 channel for CRITICAL incidents, provided to customers under contract, HIGH 8h / 24h, MEDIUM 24h / next update cycle, LOW 48h / scheduled (HIGH–LOW during 8x5 business hours via phone 02-245-4942-43, email, and the ticket system), or as specified in the contract |
5. Contact
- Email: info@softnix.co.th
- Support: services@softnix.co.th