1. Supplier Obligations

The Supplier shall:

1.1.1 Reactive Support

1.1.2 respond to Workspace Incidents and / or Workspace Service Requests raised by a Customer Named Contact;

1.1.3 reclassify the priority of a Workspace Incident and / or Workspace Service Request raised by the Customer where incorrectly prioritised by the Customer;

1.1.4 track and report Workspace Incidents and / or Workspace Service Requests raised by the Customer in the Supplier Support Portal;

1.1.5 diagnose and guide the Customer through the Workspace Incidents and / or Workspace Service Requests. The Supplier will not resolve the Workspace Incidents and / or Workspace Service Requests for the Customer as part of this service. This service is limited to diagnosis and guidance to enable the Customer to resolve;

1.1.6 reserve the right to reject a Workspace Incident and / or Workspace Service Request or levy additional Charges where any of the following apply: (i) undue risk would be caused to the Customer’s Workspace Environment; (ii) additional expertise beyond the scope of Workspace Support is required; and / or (iii) 1 Business Day or more effort or resources from the Supplier is required, in which case the Supplier will initiate the Workspace Incident and / or Workspace Service Request be managed under a separate Professional Services contract;

1.2 Customer Success Manager

1.2.1 provide the Customer with access to a Customer Success Manager;

1.3 Google Escalation

1.3.1 When the Supplier escalates an Incident to Google TSS on behalf of the Customer, the Google TSS Guidelines and the Google SLA shall apply, the Supplier shall:

1.3.2 classify the priority of an Incident based on Google categorisation at the point of escalation to Google TSS;

1.3.3 work with Google TSS to identify the cause(s) of an Incident and progress Incident through to Incident resolution;

1.3.4 gather information from the Customer required by Google TSS and transfer the information back to Google TSS;

1.3.5 provide Google TSS final outcome to the Customer;

2. Customer Obligations

The Customer shall:

2.1.1 register Customer Named Contacts in the Supplier Support Portal;

2.1.2 report all Workspace Incidents and / or Workspace Service Requests via the Available Support Channels set out in the SLA;

2.1.3 cooperate with the Supplier as required to enable the Supplier to perform its obligations;

2.1.4 remedy issues in services delivered by the Customer’s third-party suppliers that affects Workspace covered by this Workspace Support;

2.1.5 be solely liable for implementation decisions and system changes made by the Customer;

2.1.6 provide the Supplier with all information and evidence required by Google TSS where there is a claim for Google service credit (in accordance with the Google SLA), in order for the Supplier to make a claim for service credit to Google for and on behalf of the Customer;

3. General

3.1 Unless otherwise set out in the relevant Order Form, the Supplier shall invoice the Customer annually in advance.

3.2 The Supplier may increase the Charges annually. This increase will be based on the preceding month's announced inflation rate (either ONS CPI or ECB HICP, as applicable), plus an additional 5%. If the applicable inflation rate is negative, only the 5% additional charge will apply.

3.3 The relevant Order Form shall auto-renew at the end of the relevant Term, for 12 month periods (“Renewal Term”) at the Supplier’s then current pricing unless either party gives at least 30 days prior written notice of non-renewal.

4. Definitions

4.1 The following definitions apply in these Product Specific Terms: