ThoughtSpot Cloud vs Software support models
This article outlines the key differences between our support models for Software (on-premise) and Cloud (Software-as-a-Service) deployments, specifically for customers as they migrate to ThoughtSpot Cloud. This is not applicable to customers who have purchased Team Edition, Essentials Edition or browser add-ons such as SeekWell, or any evaluation, trial, or other unpaid access to ThoughtSpot Cloud, including any “Free Trial” offering.
ThoughtSpot Software support model
Aspect |
Customer responsibility |
ThoughtSpot responsibility |
Infrastructure |
Provisioning, monitoring, maintenance, and security of hardware and network components. |
None |
Operating System |
Installation, patching, security, and performance tuning of the OS. |
None |
Application Layer |
Deployment, configuration, and maintenance of the ThoughtSpot application. |
Providing updates, bug fixes, and technical assistance for the ThoughtSpot application. |
Security |
Implementing and managing security measures at the infrastructure, OS, and database layers. |
Providing security features within the ThoughtSpot application and addressing application-level vulnerabilities. |
Performance |
Monitoring the performance of the entire stack. |
Assisting with application-level performance issues and providing best practices. |
Upgrades |
Planning and execution of ThoughtSpot application upgrades. |
Providing upgrade packages and documentation. |
ThoughtSpot Cloud support model
The transition to ThoughtSpot Cloud fundamentally shifts the support responsibilities, moving towards a significantly reduced operational burden for Software customers. In the Cloud model, ThoughtSpot assumes responsibility for the vast majority of infrastructure and platform management, allowing customers to focus on data, user adoption, and business insights.
Aspect |
Customer responsibility |
ThoughtSpot responsibility |
Infrastructure |
None |
Provisioning, monitoring, maintenance, and security of underlying cloud infrastructure (compute, storage, network). |
Operating System |
None |
Management, patching, and security of the OS. |
Application Layer |
Data ingestion, user management, and application configuration. |
Deployment, monitoring, and maintenance of the ThoughtSpot application in the cloud. |
Security |
Managing user access, establishing database connectivity via VPN or private networking and data security within the ThoughtSpot application. |
Comprehensive security measures across all layers of the cloud environment, including infrastructure, platform, and application. Regular security audits and compliance certifications. |
Performance |
Monitoring and optimizing data warehouse query performance. |
Proactive monitoring and optimization of the entire cloud service to ensure optimal performance. |
Upgrades |
Monitor upgrade notifications and take appropriate actions. |
Automatic and seamless maintenance, including upgrades to the ThoughtSpot application, provides customers with access to the newest features and bug fixes without requiring manual intervention. |
Key differences
The primary difference lies in the extent of responsibility. With Software, customers manage a significant portion of the technology stack. In the Cloud model, ThoughtSpot takes on nearly all of the operational responsibilities.
Aspect |
ThoughtSpot Software |
ThoughtSpot Cloud |
Infrastructure |
Customer-managed |
ThoughtSpot-managed |
Upgrades |
Customer-initiated and ThoughtSpot-managed |
ThoughtSpot-managed and customer is notified |
Monitoring |
Customer responsibility |
ThoughtSpot all day, every day monitoring |
Support scope |
Application only |
Full stack (infrastructure + app) |
Incident response |
Customer triage, ThoughtSpot assist |
ThoughtSpot triage, proactive response |
Access to support |
Designated contacts, ThoughtSpot community |
Designated contacts, ThoughtSpot community |
SLAs |
Limited |
Defined SLA for Availability (ref) |
