Kinaxis hosting and services describes the operating arrangements that accompany a Maestro subscription: where the service runs, which attestations Kinaxis holds, the standard data processing terms, and the support, implementation, learning and partner offers sold alongside the platform. These documents matter to licence management because they define what a customer receives for its subscription fee and what is charged separately. Kinaxis states that its Trust Center content “reflects Kinaxis’ current practices and policies” and is not a contract; the signed agreement governs.[1] The statements below should be read with that caveat.
Hosting and security model
Kinaxis describes Maestro as a cloud-based SaaS offering delivered from both private and public cloud infrastructures across regions including North America, Europe and Asia. In the private cloud model it co-locates infrastructure in third-party data centre facilities, primarily with Equinix, and it has arrangements with Google Cloud Platform and Microsoft Azure for the public cloud model.[1] The key highlights Kinaxis lists include a single-tenant SaaS model, TLS 1.2 or later and AES 256-bit encryption in transit and at rest, role-based access and permissions, and security operations monitoring around the clock.[1]
Kinaxis states that Maestro undergoes SOC 1 Type II and SOC 2 Type II attestations and has achieved BSI C5 compliance, that Kinaxis is certified under ISO 27001:2022, and that it is a Cloud Security Alliance Trusted Cloud Provider at STAR Registry level 1.[1] Reports are available to current customers through links on the Trust Center and to prospective customers after an NDA.[1] The Trust Center also notes that customer data may be processed or stored outside its country of origin, relying on Standard Contractual Clauses and other recognised safeguards where required.[1]
Because the Trust Center describes a single-tenant, vendor-operated service, the infrastructure licensing questions that arise for installed software, such as processor counts or hypervisor placement, are not part of a SaaS subscription. No public document defines the “environments” that appear among the Kinaxis pricing inputs. See Environments.
Subprocessors and data processing
The standard Data Processing Agreement states that it forms part of each written agreement between Kinaxis and the customer for software as a service and related professional and implementation services.[2] Its main terms are as follows.
| Topic | Term | Source |
|---|---|---|
| Roles | Kinaxis acts as data processor and the customer as controller | DPA §2.1[2] |
| Instructions | Kinaxis processes customer personal data solely on the customer’s documented instructions | DPA §2.3[2] |
| Customer audit | Not more than once a year, subject to an agreed audit plan; Kinaxis may use third-party audit reports | DPA §3.4[2] |
| Breach notice | Without undue delay and no later than 72 hours after becoming aware | DPA §5.1[2] |
| Subprocessors | General authorization; prior notice of changes; 14-day objection period; customer may terminate the affected order form or statement of work if no solution is found | DPA §6[2] |
| Transfers | Standard Contractual Clauses apply as set out in the DPA | DPA §7[2] |
| End of agreement | Return and deletion of customer personal data in accordance with the Main Agreement, unless law requires otherwise | DPA §9[2] |
| Precedence | The DPA governs in a conflict with the Main Agreement | DPA §10.2[2] |
| Liability | Governed by the Main Agreement | DPA §10.4[2] |
The Trust Center lists Kinaxis affiliates in Canada, the United States, Mexico, the Netherlands, Ireland, France, Germany, Romania, the United Kingdom, India, Japan, Hong Kong, Singapore and South Korea as providing customer support and infrastructure maintenance and monitoring. Its third-party subprocessors are Microsoft Azure and Google Cloud Platform for cloud hosting, Equinix, Vantage and Intermax for data-centre hosting, Quorum Cyber for security operations, and Akamai Technologies for content delivery.[1] The DPA says the schedule of processed data typically includes names, email addresses, job roles, access and usage data and IP addresses, and that the services are not intended for special categories of data.[2] Changes to the subprocessor list are the trigger for the 14-day objection period.
Support
Kinaxis states that every customer has access to support experts as part of the standard support program. It also offers Premier Support, which it describes as delivering one-on-one guidance, expert advice, proactive health monitoring and fast response times.[3] The Kinaxis Knowledge Network is the customer and partner portal for cases, documentation, videos and community discussion.[3] The Trust Center names a Support Guide that is included in the SaaS Agreement; it is not published.[1] Kinaxis does not publish support hours, response targets or the price of Premier Support. See Premier Support.
Implementation and professional services
Kinaxis professional services cover strategic services, implementation and continuous learning. Implementation uses the Maestro Agile Implementation Methodology (AIM), and the page lists RapidStart, sustainment services and rollout services among the offers.[4] RapidStart pairs ready-to-configure Maestro with a 12-week implementation that can be deployed almost entirely remotely.[4] The page also states that Kinaxis has more than 200 successful deployments and more than 600 trained and certified consultants.[4] Professional services are contracted under the Professional Services Agreement with a Statement of Work for each project.[1]
Learning and certification
Kinaxis offers two learning models: a continuous learning subscription with online access to courseware and hands-on labs, and pay-as-you-go courses chosen and paid for separately.[5] It describes subscription licences as transferable: they can be reassigned at no additional cost if program participants leave the company.[5] The learning page ties the subscription to learning what is available “for the duration of your software license”, but the page does not set out the term or price of the subscription.[5] See Continuous learning subscription.
The Kinaxis Certification Program has general paths for Maestro Administrators, Authors and Contributors, with levels in each path.[6] Exams are delivered by Kryterion using the Webassessor tool, and candidates must accept a confidentiality and non-disclosure agreement before an exam.[6] Exam fees are not published on the page.
Partners
The partner program has five types: system integrator, solution extension, cloud, value added reseller and referral.[7] Partners can offer Kinaxis-certified applications that extend Maestro.[7] Partner information and sales resources are held on the Knowledge Network, which requires a login.[7] A customer buying through a reseller or a cloud marketplace should confirm which agreement governs the subscription, because the public documents describe only Kinaxis’s own contracting framework.
Website terms, trademarks and insurance
The kinaxis.com website terms apply to the website, including the Knowledge Network as described there, and exclude the Kinaxis SaaS offerings.[8] They are governed by Ontario law with disputes heard in Ottawa.[8] The Trust Center lists Kinaxis, Kinaxis Maestro, RapidResponse and MPO as trademarks or registered trademarks of Kinaxis Inc., and says Kinaxis carries commercial general liability, professional liability and cyber liability insurance, with certificates available to customers on request.[1]
Audits and compliance
The audit rights that appear in public Kinaxis documents run from the customer to Kinaxis: the annual customer audit in the DPA and the SOC, ISO and penetration-test reports available on request.[2][1] Kinaxis publishes no licence-compliance audit procedure. See software license audit.
Out of scope
- The Support Guide, Security Guide and availability SLA, which are part of the SaaS Agreement but not public.
- The reports behind the SOC, BSI C5 and ISO attestations, which are available only on request or under NDA.
- Prices for support, services, learning and certification.
- The subscription metrics and contract terms, covered in Kinaxis licensing and Kinaxis subscription contracts and term licences.