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Product Specific Terms - MSP - Managed Looker
1.
Onboarding
1.1
The Onboarding Period begins on the Services Start Date and lasts for four weeks or until the Onboarding Activities are complete, whichever is later.
1.2
During the Onboarding Period, the Supplier and the Customer will work together on the following:
(a)
Setting up the Zendesk account and creating customer users.
(b)
Configuring access for both the Supplier’s and Customer’s teams.
(c)
Establishing a monthly schedule for Service Reviews.
Collectively the “Onboarding Activities”
1.3
Once these Onboarding Activities are complete, the Supplier will begin fulfilling the Supplier Obligations outlined in clause 2. Please note that if the Customer does not participate in completing the Onboarding Activities, it will extend the Onboarding Period and delay the start of the Supplier’s obligations.
Supplier Obligations
2.
Reactive Support
The Supplier shall:
2.1
respond to Looker Tickets raised by a Customer Named Contact in accordance with the Service Level Agreement provided that such issues arise directly from the Customer’s use of the Looker Services;
2.2
diagnose and guide the Customer through the Looker Ticket. The Supplier will not resolve the Looker Ticket for the Customer as part of this service. This service is limited to diagnosis and guidance to enable the Customer to resolve. If the Customer purchases additional Managed Services from the Supplier that encompasses resolution, and the issue falls within the scope of that Managed Service, the Supplier may resolve it in accordance with the terms of that specific Managed Service; and
2.3
reserve the right to reject a Looker Ticket or levy additional Charges where any of the following apply:
(a)
undue risk would be caused to the Customer’s system;
(b)
additional expertise beyond the scope of Managed Looker is required;
(c)
the issue arises from the integration of any third-party products or services or actions of the Customer’s own end-users and / or
(d)
3 Business Days or more effort or resources from the Supplier is required, in which case the Supplier will initiate the Looker Ticket be managed under a separate Professional Services contract.
3.
Customer Obligations
The Customer shall:
3.1
cooperate with the Supplier as required to complete the Onboarding Activities;
3.2
report all Infrastructure Tickets via the Available Support Channels set out in the SLA; and
3.3
cooperate with the Supplier as required to enable the Supplier to perform its obligations.
4.
Charges
4.1
The Supplier may increase the Charges annually. This increase will be based on the preceding month’s announced inflation rate (either ONS CPI (Consumer Price Index) for contracts with Qodea Limited/Qodea Technology Limited, or ECB HICP (Harmonised Index of Consumer Prices) for contracts with Cloud Technology Solutions Nederlands B.V./Appsbroker Europe GmbH), plus an additional 5%. If the applicable inflation rate is negative, only the 5% additional charge will apply.
5.
Definitions
5.1
The following definitions apply in this Schedule:
Customer Named Contact: means a Customer appointed individual authorised to raise Looker Tickets in line with the SLA.
Looker: means Looker (Looker-hosted) as described here: https://cloud.google.com/looker/docs/glossary#looker-hosted or Looker (Google Cloud core) as defined here: https://cloud.google.com/looker/docs/looker-core-overview.
Looker Change Request: means a request for consultancy, or to make an impactful change to the Customer’s Looker Services, that requires risk analysis, planned outage, further approval and or planning / coordination between the Customer and the Supplier.
Looker Incident: means an unplanned interruption to the Customer’s Looker Services.
Looker Services: means the integrated business intelligence and embedded analytics platform (including the software components that connect to APIs) provided as either a Looker hosted deployment or a Customer hosted deployment.
Looker Ticket: means an Looker Incident and / or Looker Service Request and / or Looker Change Request.
Looker Service Request: means a request to make a low impact change to the Customer’s Looker Services that does not require any risk analysis or further approval.
Response Time: means the time between the Customer Named Contact submitting the Looker Ticket via the Available Support Channel to when the first response is sent by the relevant Qodea personnel that has been assigned to the Looker Ticket.
Service Level Agreement or SLA: means as set out below:
Priority Level
Description
Response Time
Availability
Available Support Channels*
P1
Complete unavailability of Looker, preventing all user access, or major data corruption affecting the majority of users.
30 minutes
24/7
Phone outside of Business Hours.
Support Portal or Email during Business Hours.
P2
Significant delays or errors in Looker performance, impacting key dashboards, reports, or critical business processes for a large number of users.
2 Hours
Business Hours
Support Portal, Email or Phone during Business Hours
P3
Minor performance issues, non-critical errors, or functionality problems in Looker affecting a limited number of users, or issues in non-production Looker environments.
1 Business Day
Business Hours
Support Portal, Email or Phone during Business Hours
P4
General inquiries, assistance with Looker configuration and setup, troubleshooting of Looker-specific issues, and guidance on best practices for Looker development and usage.
2 Business Days
Business Hours
Support Portal, Email or Phone during Business Hours.
*Available Support Channels