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 Logger is an enterprise Log Management & Security Analytic solution for collecting, storing, analyzing, and alerting on log data.
Deployment Models
| Edition | Deployment | Description |
|---|---|---|
| On-premise | Self-hosted | Installed on customer infrastructure (hardware appliance or virtual machine edition, including VMs on the customer's own cloud account) |
2. Log Data Retention
Retention Policy
- Retention period is configured by the customer, subject to storage capacity and the license
- Logs exceeding the configured retention period are automatically deleted; customers should configure retention to meet at least their legal obligations
- Customers can export logs before expiration
Data Volume
- Device count and daily log volume are as specified in the license (on-premise licenses are generally not limited by device count or daily volume); actual throughput depends on the EPS capacity of the edition and hardware
- Exceeding the EPS capacity or any contractual quota may trigger alerts and may delay or limit new data ingestion
3. Compliance & Audit
- Supports retention of computer traffic data in line with Section 26 of the Computer-Related Crime Act B.E. 2550 (2007), as amended by the Act (No. 2) B.E. 2560 (2017), and the MDES Notification on Criteria for the Retention of Computer Traffic Data by Service Providers B.E. 2564 (2021) (generally not less than 90 days, extendable by order of a competent official up to 2 years). Whether and how these obligations apply to the customer must be assessed by the customer
- Supports log integrity verification (e.g., hashing of raw logs)
- Audit report generation available
4. Logger-Specific SLA
| Metric | Target |
|---|---|
| Availability | Depends on customer infrastructure (on-premise appliance or VM) |
| Log ingestion | Depends on network, the EPS capacity of the edition, and hardware |
| Data retention | Per customer configuration (depends on storage capacity) |
| 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