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Product Specific Terms - Platform Engineering Resource

1.

Supplier Obligations

1.1

Supplier shall:

(a) collaborate with the Customer to create a prioritised backlog, which may consist of a combination of Service Requests, Change Requests, and / or Maintenance Work (“Planned Work”) that will cover the upcoming quarter;

(b) deliver the Planned Work set out in the backlog for that quarter based on the priorities agreed with the Customer, subject to the number of purchased Platform Engineering Resource Business Days; and

(c) log and record all backlog items, including time spent, activity type, and dates, and share updates with the Customer if requested; and

(d) only deliver the Planned Work and Unplanned Work where the scope of the work is deemed by the Supplier to be of suitable nature for a Platform Engineer to deliver.

2.

Customer Obligations

2.1

The Customer shall:

(a) collaborate with the Supplier to create a prioritised backlog of Planned Work that will cover the upcoming quarter; and

(b) report any Unplanned Work to Supplier Support.

3.

General

3.1

Should the Customer report any unplanned work (adhoc Service Request or Change Requests) to the Supplier during the Term (“Unplanned Work”) and there is unused / unallocated Platform Engineering Resource Business Days available, the Supplier and the Customer shall agree to either:

(a) deliver the Unplanned Work within the current quarter, subject to the Supplier’s availability; or

(b) delay the Unplanned Work until the next quarter.

3.2

Should the Customer consume all of the Platform Engineering Resource Business Days before the end of the Term, the Customer may purchase additional Platform Engineering Resource Business Days.

3.3

At the end of the Term, the Customer will have a one-month grace period to use any unused Platform Engineering Resource Business Days. For the avoidance of doubt, after this one-month grace period any unused Platform Engineering Resource Business Days will be lost.

3.4

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

4.

Definitions

4.1

The following definitions apply in these Product Specific Terms:

Change Request: means a request for consultancy, or to make an impactful change to a Supported Service, that requires risk analysis, planned outage, further approval and or planning/coordination between the Customer and Supplier.

Maintenance Work: means proactive work suggested by the Supplier to enhance or maintain the platform.

Supplier Support: means the service desk that acts as a single point of contact for all Customer requests.

Service Request: means a request to make a low impact change to an existing service that does not require any risk analysis or further approval.