Schedule 2 - etiCloud Agile Digital Workplace Service Schedule V4.3
This Service Schedule and the terms and conditions set out below are incorporated into aServices Agreement governed by etiCloud’s General Terms and Conditions.
1.

Definitions And Interpretation

1.1

In this Service Schedule the following definitions apply:

Additional Services

Support services additional to the Service which
etiCloud may agree to provide to the Customer throughthe Change Control Process.

Hosted Platform

As described in the etiCloud Agile Digital Workplace.

Contracted Hours

Twenty-four hours per day, three hundred and sixty- fivedays per year.

etiCloudthe infrastructure managed by etiCloud, and its Affiliates
as described in the etiCloud Digital Workplace.

Customer Applications

the software applications intended to be operated by theCustomer and approved by etiCloud through use of theServices.

Customer Documentation

all available documentation for the installation,configuration and support of the Customer Applications
listed in the Set-Up Forms forwarded to the Customer.

Customer Owned Mediaany necessary installation and configuration media forthe Customer Applications.

etiCloud Agile Digital Workplacetheservices
asdescribedatwww.everythingthatis.cloud/agile-digital-workplace andwhich are listed in the Quotation and delivered under theServices Agreement.

Helpdesk

etiCloud’s support helpdesk as outlined in the etiCloud
Agile Digital Workplace

In-scope Changes

a change to the timing or the number of Users or
implementation of any Services which are contracted asagreed in scope as set out in the Quotation, but theCustomer has requested they be implementeddifferently to how it may have been scoped in the Project
Plan.

Non-Service Affecting Changes

are In-scope Changes which do not affect the service
levels associated with the applicable Service.

Project Plan

the plan developed by etiCloud under Appendix B.

Resolution TimeThe elapsed time, during Contracted Hours, between a
Support Request being received by etiCloud, to the time
when the Support Issue is resolved.

Response TimeThe elapsed time, during Contracted Hours, between areport of a Support Request being received by etiCloudto the point where a etiCloud Support Representative isactively involved in resolving the Support Request.

ServiceThe services set out in the Quotation which is delivered
through the etiCloud Agile Digital Workplace which arefurther described in Appendix A and Appendix B of thisService Schedule.

Service Affecting Changes

are In-scope Changes which do or are likely to affect theservice levels or performance associated with theapplicable Services.

Support Issue

a Support Request which is either to deal with a Service
Failure or manage an In-scope Change.

Support Request (SR)a request by the Customer to the etiCloud Helpdesk toraise a Support Issue.

Support Request Ticket

the helpdesk support ticket issued in response to a
Support Request (SR).

Support Representative

a representative at etiCloud within the Helpdesk SupportTeam.

Service Failure

a period during which there is loss of service of any of
the Supported Hardware and/or Supported Software.
The duration of a Service Failure is measured from thepoint at which the Customer or etiCloud registers theSupport Request within etiCloud ticketing system to thepoint at which there is no longer a loss of service.

Supported Software

The list of Supported Software/Customer Applications
will be determined as part of the Project Plan process
and updated from time to time as the Services areperformed.

1.2

Other capitalised terms used in this Service Schedule shall have the meaning ascribedto such terms in the General Terms and Conditions.

1.3

The rules governing the way in which this Service Schedule shall be interpreted aredetailed in clause 33 of the General Terms and Conditions.

2.

Service Disruption

2.1

Service failure and resolution - etiCloud shall endeavour to respond to, and resolve
Service Failures within the Response Times and the Resolution Times stated inAppendix C. If it is identified during fault investigation that due to circumstances beyond
etiCloud’s control, the actual Resolution Time will exceed the stated target Resolution
Times, the Customer will be notified.

2.2

Support Service2.2.1

Incident management

a)Service Failures are logged by the Customer as a Support Request.

b)

The issue is entered into the etiCloud support system as a Support Request(SR) and the caller’s entitlement to support is validated by etiCloud issuing an
SR Ticket. Each SR Ticket is assigned to a Support Representative and theHelpdesk maintains an audit trail of activities relating to it.

c)

If the The SR is for a Service Failure it is assigned to, and investigated by, theSupport Representative. If the Service Failure is not resolved, then it continuesto escalate within etiCloud and it will be escalated to technical specialists wherenecessary. At any time if the Customer is not receiving timely updates it canescalate to the etiCloud Support Team Leader.

d)

The etiCloud Support Team will work remotely with the Customer via telephoneand email to investigate the issue and to resolve it. The support services do notinclude on-site support services.

e)Service Failure Support Requests are managed according to the terms of thisServices Schedule and the priority of the issue. The table below summarises
the three priority levels:PriorityHigh

Description of fault or issue
any fault which results in a total loss ofservice, hardware or software availability
any problem which does not result in a total
loss of service, hardware or software
availability but which has a major effect on
the Customer’s business.
any problem which does not result in a total
loss of service, hardware or software
availability but which nevertheless results indiminished response or performance of theservice, hardware or software.

MediumLow

2.2.2f)

Where the origin of a Service Failure is unclear, etiCloud will assist theCustomer in fault identification. If it is confirmed that the fault does not lie withetiCloud, its Affiliates or Third-Party Representatives, a reasonable charge may
be made by etiCloud for such assistance at its then prevailing rates and noService Credit shall be available in respect of the fault in question. This
provision shall not apply for services provided solely over the phone.

g)

The Customer is responsible for ensuring that the contact information for theCustomer is accurately provided and accurately maintained.

h)

Any SR Ticket with the status ‘on Hold- Customer’ will auto-close after 30
calendar days and will receive no more input from etiCloud support – i.e., whereetiCloud is waiting for 30 calendar days for the Customer to respond. If theCustomer suspects that the issue is not resolved, it must reopen the Support
Issue with a new Support Request ticket with the latest details.

Support Request Escalation

a) SR Owner – Customers requesting to escalate an issue within etiCloud arerecommended to contact the Support Request Owner and explain the reasonfor the escalation.
b) Support Team Leader – if the Support Request Owner cannot resolve the issue,
then the next point of escalation is the Support Team Leader.
c) Director - an etiCloud Director is the next point of escalation.
d) Details of the Support Team Leader and Directors dealing with Support Issues
are available on request.
2.3

In-scope Support Requests and Change Control

2.3.1

Management of In-scope Changes;

2.4a)In-scope Support Requests are logged on as a Support Request (SR) throughthe helpdesk.

b)

The Customer’s Support Request (SR) and the caller’s entitlement to support
is validated by the issue of a Support Request Ticket. Each Support Request
is assigned to an owner within the support group and the system maintains anaudit trail of activities relating to it.

c)

The Support Request is then assigned to a support engineer. If the Support
Request is not able to be completed by the support engineer, then it continues
to escalate within etiCloud and it will be escalated to technical specialists wherenecessary. At any time if the Customer is not receiving timely updates it canescalate to the etiCloud Support Team Leader.

d)

The In-scope Changes to Services do include on-site support services to theCustomer site by an agent of etiCloud.

e)Affecting Changes will be completed as requested within the Support SLA.
Service Affecting Changes will be completed as agreed with the Customer andwill be outside any Support SLAs.

f)

The Customer is responsible for ensuring that the contact information for theCustomer is accurately provided and accurately maintained.

g)

Any ticket with the status ‘on Hold-customer’ will auto-close after 30 days andwill receive no more input from etiCloud support – i.e., where etiCloud is waitingfor 30 days for the customer to respond. If the customer suspects that the issue
is not resolved, it must reopen the ticket with the latest details.

Service Credits

2.4.1

Should etiCloud fail to achieve the Service Availability targets set out below,
Service Credits are available to the Customer according to the following
matrices in accordance with the following provisions of this Clause 2.4 and theGeneral Terms and Conditions:

2.4.2

Total Service loss of the etiCloud Agile Digital Workplace. The definition ofplatform availability is the ability for the Customer to connect to the etiCloudAgile Digital Workplace from the Internet. If the etiCloud Agile Digital Workplaceplatform is reachable from the Internet, then the applicable Service isconsidered available.

% Service Availability (per Month)
Between 99.999% and 99.50%
Between 99.49% and 99.00%
Between 98.99% and 98.50%<98.5%

Service Credit (as number of Credit days)
24
68

Exclusions –•Recovery from the disaster recovery site to the primary site is excluded from the %uptime•Total Service Credits in respect of a Service within any one month (whether availableto the Customer under this and/or any other service level commitment) will not exceed
the total Charges for that Service for that month.

2.4.3

Data losses by the Customer which etiCloud are requested to recover from a back up
following a Support Request.

% Service Availability (per Month)
Any

Service Credit (as number of Credit days)
6Exclusions –•Application data without backup agents which require open file availability or specificagents not defined or requested by the Customer•

Total Service Credits in respect of a Service within any one month (whether available
to the Customer under this and/or any other service level commitment) will not exceedthe total Charges for that Service for that month.

•Loss of data having no material effect on the Customer’s business.

2.5

Limitations of and Exclusions from the Service

2.5.1

Service and repair made necessary by the alteration or modification of equipment otherthan that authorised by etiCloud, including alterations, software installations ormodifications of equipment made by the Customer’s employees or anyone other thanetiCloud.

2.5.2

The etiCloud web filter service is supplied on a single policy basis from the Customer’s
use of the etiCloud Agile Digital Workplace. As such all clients of etiCloud Agile Digital
Workplace are subject to the same content filtering policy. Customers may request
changes to the white or black list by raising a Support Request. Policy changes will beactioned on a first come first serve basis wherever there is no conflict with an existing
configuration request. Additional dedicated web filters are available at additional costwhere a Customer requires more granular control or reporting.

2.6

Special Provisions

2.6.1

3rd Party Application Support

etiCloud will provide “best effort” in getting 3rd Party vendor issues resolved in a timelymanner. etiCloud will not charge for being the technical liaison with software vendors
if the Customer issue takes less than 1 hour to resolve; however, if etiCloud spends
more than 1-hour troubleshooting with the vendor, discounted Charge-out rates apply.
etiCloud must give the Customer notice before exceeding the 1-hour time limit andincurring charges. Customer has the right to proceed without the assistance of etiCloud
to resolve the issue directly.
2.6.2

Third Party Supplier Management
etiCloud will assist the Customer in dealing with admin issues related tocommunications suppliers and telecommunication companies such as ISP’s, etc., that
impact the Customer overall network operations.

Appendix A – Support Service Description
1.

Support Service

1.1

etiCloud shall provide the Service during Contracted Hours.

1.2

Faults may be reported by calling etiCloud and or its agents through the etiCloud
support desk or via email to the Helpdesk or online through the support services portal.

1.3

The support SLA is as described in clause 2 of this Service Schedule and Appendix C.

1.4

The service is a pro-active support service which includes active monitoring, supportand incident resolving as described in more detail in the other provisions of Appendix
A and in Appendix B.

1.5

The etiCloud Agile Digital Workplace is under full control administrative of etiCloud.
The Customer and their agents shall have appropriate user level permissions asrequired in order to utilise the Services as listed in the Quotation.

2.

Support Service Overview

2.1

24/7 Help Desk

2.1.1

etiCloud helpdesk to deal with proactive and reactive Support Requests.

2.1.2

24/7 etiCloud Agile Digital Workplace with active monitoring.

Appendix B – Project Planning1

Support Service Detailed Definition
In consultation with the Customer etiCloud shall proceed with the planning process
and development of the Project Plan which will set out the timetable for the Services
and will identify which Customer Applications will be accessed through the etiCloud
Agile Digital Workplace and the expected User Acceptance Testing (UAT) for eachApplication and the Hosted Desktop as a whole. etiCloud are responsible for all design
documentation within the Project Plan. The Customer will be responsible for thesystem testing and UAT sign off.

1.1

In accordance with the Project Plan etiCloud will perform the following Services for theset-up period to be completed by the Estimated Completion Date of the Set-up Period.

2.

Omitted

3.

Customer Responsibilities
The Customer is responsible for items not within the etiCloud service provision andetiCloud excludes any liability for the Customer’s failure to meet these requirements .

3.1

Local Networking
Under all circumstances, the Customer shall be responsible for all maintenance andrepair of its own local network systems except for services provided by etiCloud in theServices Agreement, including but not limited to, wiring, switches and hubs, local
workstations, wireless networking access points and gateways, communication lines,routers.

3.2

LAN Security
Under all circumstances, the Customer shall be responsible for the security of the Local
Area Network systems, the desktop PC’s, attached devices and any Anti-Virus required
to run locally within the client site.

3.3

End-User Support
Unless otherwise stated in the Quotation, the Customer is responsible fortroubleshooting and resolution of end- user device issues i.e. PCs, Tablets,
Smartphones, the functionality of Desktop Applications and any local peripherals(printers, scanners etc.).

3.4

3.5

Minimum Requirements•

Adequate infrastructure (e.g, wiring, patch)•etiCloud business class firewall/router•

Managed Gigabit switches•

150Kbps available data bandwidth per etiCloud Cloud Platform user•

Windows 10 Operating system or newer•

Chrome browser for Management Portal and HTML

Access Portal
All minimum requirements should be met before the “Go Live” date. Any labour and/or
hardware/ software additions agreement.

3.6

Proof of Licenses
At the time specified in the Set-Up Forms, the Customer must supply proof of all
required licenses for the Customer Applications, including, but not limited to, allnecessary Customer access licenses and serial numbers needed to support theCustomer Applications and copies of the Customer’s license certificates andagreements for the same, including any licensing codes and/or unlocking codes. The
Customer acknowledges that it will remain in compliance with all software licenses for
the Customer Applications managed by etiCloud. The Customer assumes
responsibility for any and all changes to its local systems for the purposes ofmaintaining its Customer Applications license compliance specifically including but notlimited to, costs for removing copies of Customer Applications which must be removed

from the Customer owned systems in order to maintain compliance with theCustomer’s software license agreements.
3.7Bandwidth
At the time specified in the Project Plan Process, the Customer agrees that it has orwill acquire the necessary internet bandwidth to access and operate etiCloud’s CloudServices. etiCloud recommends a minimum 150KB per end user of internet bandwidth.

3.8

Customer Seats
Customer Seats are designated in the Quotation and may be increased or decreasedin response to changes in operating conditions for the Customer upon the Customer’swritten request to etiCloud and etiCloud’s written acceptance of such request. Anychange in the number of Customer Seats will be reflected in the Invoice for the next
month following etiCloud’s acceptance of the request. The number of users of either
Hosted Desktop or Hosted Voice/Voice Integration cannot be decreased below 90% of
the initial quotation quantity or 90% of the highest number of users achieved during
the contract period during the agreement term whichever is the higher. At the time ofrenewal, the Customer Seats can be modiﬁed by agreement between the Customer
and etiCloud. Customer Seats for the Cloud Platform Services cannot be transferredor used by anyone other than Authorised Users.

3.9

Authorised Users Use of Hosting Services
All Services provided to Authorised Users may only be used for lawful purposes.
Transmission or storage of any information, data or material in violation of any UK law
is prohibited, including, but not limited to, material protected by copyright, trade secret,or any other statute, threatening material, or obscene material. etiCloud may, from time
to time, impose additional reasonable and normal restrictions on the use of the Cloud
Platform Services. Authorised Users will be notified of such additional restrictions inadvance if possible.

3.9.1

Additional Storage
Additional Storage is initially designated in the Quotation and may be increased or
decreased in response to changes in operating conditions. From time to time theCustomer may exceed the Additional Storage as designated in Quotation. This
increase in Additional Storage will be reflected in the normal monthly billing. Anychange in Additional Storage will be reflected in the Invoice for the next month following
the Customers increase or reduction in storage usage.

Appendix C – Support Level Agreement
Support Request

Initial Response

Target resolution timeHigh

30 minutes

4 hours

Medium

1 hour12 hours

Low

8 hours

48 hours

Change Request

Initial Response

Target resolution time

Service affecting

30 Minutes

As required

Non-Service affecting

8 hours

48 hours

New user/Leaver

8 hours

48 hours

ANY SUPPORT LEVEL AGREEMENT STATED EXCLUDES PLANNED MAINTENANCE

Appendix D – Supported Software
The list of Supported Software/Customer Applications will be determined as part of theProject Plan process and updated from time to time as the Services are performed.