Product Specific Terms – Qodea MSP - Workspace Managed Tenant

1. Supplier Obligations

Supplier shall:

1.1 Reactive Support

(a) respond to Workspace Incidents and / or Workspace Service Requests raised by a Customer Named Contact in accordance with the Service Level Agreement;

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

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

(d) 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 Managed Support is required; and / or (iii) 2 Business Days 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 Workspace Tenant Management

(a) implement and maintain best practice configuration of the Workspace Tenant as recommended by Google. Configuration scope includes;

(i) Google Mail;

(ii) Google Calendar;

(iii) Google Docs;

(iv) Google Sheets;

(v) Google Slides;

(vi) Google Drive;

(vii) Google Meet;

(viii) Google Vault;

(ix) Google Workspace admin console;

(x) User and Group management;

(xi) Chrome OS Licence management;

(b) user and organisational unit management for joiners, movers and leavers within the Customer organisation;

(c) follow the Customer change approval process for major changes within the environment;

(d) notify Customer of on-going incidents via the Customer incident response process;

(e) provide Customer with a root cause analysis of any P1 incident within one month of the incident being resolved;

1.3 Success Plan

(a) collaborate with the Customer to create a success plan that sets out how the Supplier and the Customer will work together during the Term;

1.4 Monthly Operational Reviews

(a) meet with the Customer, if requested, once a month for the Term to review the delivery of Workspace Managed Support in order to improve service quality and identify more efficient ways of utilising Workspace (“Operational Review”);

1.5 Support Specialist

(a) provide the Customer with access to a Support Specialist, as required;

1.6 Customer Success Manager

(a) provide the Customer with a Customer Success Manager;

1.7 Quarterly Business Reviews

(a) arrange Quarterly Business Reviews with the Customer;

1.8 Roadmap Calls

(a) arrange Bespoke Workspace Roadmap Calls with the Customer;

1.9 Google Escalation

(a) When the Supplier escalate an Incident to Google TSS on behalf of the Customer, the Google TSS Guidelines and the Google SLA shall apply, the Supplier shall:

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

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

(d) gather information from the Customer required by Google TSS and transfer the information back to Google TSS; and

(e) provide Google TSS final outcome to the Customer.

2. Customer Obligations

2.1 The Customer shall:

(a) grant Supplier with the necessary Super Admin accounts required to deliver the service;

(b) register Customer Named Contacts in the Supplier Support Portal;

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

(d) cooperate with the Supplier as required to enable the Supplier to perform its obligations;

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

(f) be solely liable for implementation decisions and system changes made by the Customer; and

(g) 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. Out of Scope

3.1 Anything not expressly stated to be within these Product Specific Terms is agreed to be out of scope. Additionally, the Supplier expressly highlights the following items as out of scope:

(a) non-Google Workspace service configuration & management;

(b) device deployment / provisioning & deprovisioning;

(c) third party vendor management;

(d) deployment of additional Workspace capabilities, E.G. DLP, CEP, etc;

(e) working in the Customer ITSM tooling; and

(f) custom built ITSM integration between ZenDesk and ServiceNow.

4. General

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

4.2 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), plus an additional 5%. If the applicable inflation rate is negative, only the 5% additional charge will apply.

4.3 The relevant Order Form shall auto-renew at the end of the relevant Term for 12 month periods unless either party gives at least 30 days prior written notice.

5. Definitions

5.1 The following definitions apply:

Bespoke Workspace Roadmap Calls: means a session to review the latest Google product updates and roadmap reviews including impact analysis and change management actions tailored to the Customer.

Customer’s Domain: means as defined in the relevant Ordering Document.

Customer Named Contact: means a Customer appointed individual authorised to raise Incidents and / or Service Requests.

Customer Success Manager (CSM): means a Supplier subject matter expert assigned to the Customer.

Customer’s Workspace Environment: means the Customer’s Domain which utilises Google Workspace.

Google TSS: means Google technical support services.

Google TSS Guidelines: https://workspace.google.com/terms/tssg.html

Google SLA: https://workspace.google.com/terms/sla.html

Google Workspace: https://workspace.google.com/terms/user_features.html

Incident: means an unplanned interruption.

Quarterly Business Reviews: means strategic reviews.

Service Level Agreement (SLA): means

Service Request: means a request for information, advice, reporting or access.

Supplier Support: means the service desk.

Support Specialist: means escalation support.

Workspace Tenant: means the Customer instance of Workspace.