Source: https://icomplete.com/trial/?source=landing-mobile-crm-marketing-software
Timestamp: 2019-10-22 19:13:43
Document Index: 370726628

Matched Legal Cases: ['art 1', 'art 2', 'art 3', 'art 4', 'art 5', 'art 3']

(a)	the Platform and Hosted Services conforming in all respects with the Hosted Services Specification; and
(a)	the amounts specified in Section 5 of the Services Order Form;
(c)	amounts calculated by multiplying the Provider’s standard time-based charging rates (as notified by the Provider to the Customer before the date of the Agreement) by the time spent by the Provider’s personnel performing the Support Services;
(a)	any information disclosed by or on behalf of the Customer to the Provider at any time before the termination of the Agreement (whether disclosed in writing, orally or otherwise) that at the time of disclosure:
(c)	an incompatibility between the Platform or Hosted Services and any other system, network, application, program, hardware or software not specified as compatible in the Hosted Services Specification;
3.2	The Provider shall use reasonable endeavours to ensure that the Set Up Services are provided in accordance with the timetable set out in Section 2 of the Services Order Form.
4.	Customisations
4.1	The Provider and the Customer may agree that the Provider shall design, develop and implement a Customisation or Customisations in accordance with a specification and project plan agreed in the Services Order Form or using the Change control procedure in Clause 17.
4.2	All Intellectual Property Rights in the Customisations shall, as between the parties, be the exclusive property of the Provider (unless the parties agree otherwise in writing).
4.3	From the time and date when a Customisation is first delivered or made available by the Provider to the Customer, the Customisation shall form part of the Platform, and accordingly from that time and date the Customer’s rights to use the Customisation shall be governed by Clause 6.
4.4	The Customer acknowledges that the Provider may make any Customisation available to any of its other customers or any other third party following the making available of the Customisation to the Customer (unless the agreed otherwise in writing).
5.	Acceptance procedure
5.1	This Clause is only applicable if Startup Services and or Customisations have been specified in the Services Order Form.
5.2	Upon delivery by the Provider of Setup Services and or Customisations, the Customer shall carryout out Acceptance Tests for a period not longer than the Acceptance Period.
5.3	The Provider shall provide to the Customer, at their expense, all such assistance and co-operation in relation to the carrying out of the Acceptance Tests as the Customer may reasonably request.
5.4	Before the end of the Acceptance Period, the Customer shall give to the Provider a written notice specifying whether the Startup Services and or Customisations have passed or failed the Acceptance Tests.
5.5	If the Customer fails to give to the Provider a written notice in accordance with Clause 5.4, then the Startup Services and or Customisations shall be deemed to have passed the Acceptance Tests.
5.6	If the Customer notifies the Provider that the Startup Services and or Customisations have failed the Acceptance Tests, then the Customer must provide to the Provider, at the same time as the giving of the notice, written details of the results of the Acceptance Tests including full details of the identified failure.
5.7	If the Customer notifies the Provider that the Startup Services and or Customisations have failed the Acceptance Tests:
(a)	if the Provider agrees with the Customer that the Hosted Services do not comply with the Acceptance Criteria, then the Provider must correct the issue and make available the corrected Startup Services and or Customisations to the Customer before the end of the Remedy Period for a further round of Acceptance Tests; or
(b)	otherwise, the parties must before the expiry of the Remedy Period use their best endeavors to agree a written plan of action which is satisfactory to both parties.
5.8	Notwithstanding the other provisions of this Clause 5, but subject to any written agreement of the parties to the contrary, the maximum number of rounds of Acceptance Tests under this Clause 5 shall be 3, and if the Acceptance Criteria have not been met by the end of the final round of Acceptance Tests, the Provider shall be deemed to be in material breach of the Agreement.
5.9	If the Customer notifies the Provider that the Startup Services and or Customisations have passed, or are deemed to have passed, the Acceptance Tests under this Clause 5, then subject to Clause 28.1 the Customer will have no right to make any claim under or otherwise rely upon any warranty given by the Provider to the Customer in the Agreement in relation to the specification and performance of the Startup Services and or Customisations, unless the Customer could not reasonably have been expected to have identified the breach of that warranty during the testing process.
6.	Hosted Services
6.1	The Provider shall create an Account for the Customer and shall provide to the Customer login details for that Account on or promptly following the Effective Date or upon the acceptance of the Startup Services or Customisations.
6.2	The Provider hereby grants to the Customer a licence to use the Hosted Services by means of a Supported Web Browser in accordance with the Documentation during the Term.
6.3	The licence granted by the Provider to the Customer under Clause 6.2 is subject to the following limitations:
(a)	the Hosted Services may only be used by the officers, employees, agents and subcontractors of either the Customer or an Affiliate of the Customer;
(b)	the Hosted Services may only be used by the named users as notified from time to time by the Customer; and
(c)	the Hosted Services must not be used at any point in time by more than the number of users stated. The Customer may add or remove a user licence by notifying the Provider.
6.4	Except to the extent expressly permitted in these Terms and Conditions or required by law on a non-excludable basis, the licence granted by the Provider to the Customer under Clause 6.2 is subject to the following prohibitions:
(c)	the Customer must not make any alteration to the Platform, except as permitted by the Documentation.
6.5	The Customer shall use reasonable endeavours, including reasonable security measures relating to Account access details, to ensure that no unauthorised person may gain access to the Hosted Services using an Account.
6.6	The parties acknowledge and agree that Schedule 2 (Availability SLA) shall govern the availability of the Hosted Services.
6.7	The Customer must comply with Schedule 1 (Acceptable Use Policy), and must ensure that all persons using the Hosted Services with the authority of the Customer or by means of an Account comply with Schedule 1 (Acceptable Use Policy).
6.8	The Customer must not use the Hosted Services in any way that causes, or may cause, damage to the Hosted Services or Platform or impairment of the availability or accessibility of the Hosted Services.
6.9	The Customer must not use the Hosted Services:
6.10	For the avoidance of doubt, the Customer has no right to access the software code (including object code, intermediate code and source code) of the Platform, either during or after the Term.
7.4	The Provider may suspend the provision of the Maintenance Services if any amount due to be paid by the Customer to the Provider under the Agreement is overdue, and the Provider has given to the Customer at least 14 days’ written notice, following the amount becoming overdue, of its intention to suspend the Maintenance Services on this basis.
8.4	The Provider may suspend the provision of the Support Services if any amount due to be paid by the Customer to the Provider under the Agreement is overdue, and the Provider has given to the Customer at least 14 days’ written notice, following the amount becoming overdue, of its intention to suspend the Support Services on this basis.
9.2	The Customer must provide to the Provider, or procure for the Provider, such access to the Customer’s computer hardware, software, networks and systems as may be reasonably required by the Provider to enable the Provider to perform its obligations under the Agreement.
10.1	The Customer shall ensure that the Customer Systems comply, and continue to comply during the Term, with the requirements of Section 4 of the Services Order Form, subject to any changes agreed in writing by the Provider.
11.1	The Customer hereby grants to the Provider a non-exclusive licence to copy, reproduce, store, distribute, publish, export, adapt, edit and translate the Customer Data to the extent reasonably required for the performance of the Provider’s obligations and the exercise of the Provider’s rights under the Agreement. The Customer also grants to the Provider the right to sub-license these rights to its hosting, connectivity and telecommunications service providers to the extent reasonably required for the performance of the Provider’s obligations and the exercise of the Provider’s rights under the Agreement, subject always to any express restrictions elsewhere in the Agreement.
11.3	The Provider shall create a back-up copy of the Customer Data at least daily, shall ensure that each such copy is sufficient to enable the Provider to restore the Hosted Services to the state they were in at the time the back-up was taken, and shall retain and securely store each such copy for a minimum period of 30 days.
11.4	Within the period of 1 Business Day following receipt of a written request from the Customer, the Provider shall use all reasonable endeavours to restore to the Platform the Customer Data stored in any back-up copy created and stored by the Provider in accordance with Clause 11.3. The Customer acknowledges that this process will overwrite the Customer Data stored on the Platform prior to the restoration.
12.1	The Provider may integrate, remove, suspend or limit any Third Party Services with the Hosted Services at any time.
12.2	The supply of Third Party Services shall be under a separate contract or arrangement between the Customer and the relevant third party. The Provider does not contract to supply the Third Party Services and is not a party to any contract for, or otherwise responsible in respect of, the provision of any Third Party Services. Fees may be payable by the Customer to the relevant third party in respect of the use of Third Party Services.
12.3	The Customer acknowledges that:
12.4	Without prejudice to its other obligations under this Clause 12, the Customer must ensure that it has in place the necessary contractual safeguards to ensure that both:
12.5	The Customer shall have the opportunity to consent to transfers of Customer Data to any Third Party Services operator. The Provider must ensure that such transfers shall not take place without the consent of the Customer.
12.6	The Customer hereby consents to the transfer of the Customer Data to the Third Party Services.
12.7	The use of some features of the Hosted Services may depend upon the Customer enabling and agreeing to integrations between the Hosted Services and Third Party Services.
12.8	The Customer warrants to the Provider that the transfer of Customer Data by the Provider to a provider of Third Party Services in accordance with this Clause 12 will not infringe any person’s legal or contractual rights and will not put the Provider in breach of any applicable laws.
12.9	Additional Charges may be payable by the Customer to the Provider in respect of a Third Party Services integration.
12.10	Save to the extent that the parties expressly agree otherwise in writing and subject to Clause 28.1:
13.1	The parties acknowledge and agree that the use of the Mobile App, the parties’ respective rights and obligations in relation to the Mobile App and any liabilities of either party arising out of the use of the Mobile App shall be subject to separate terms and conditions, and accordingly these Terms and Conditions shall not govern any such use, rights, obligations or liabilities.
16.1	Either party may request a management meeting, giving the other party at least 10 Business Days’ written notice. Such meetings shall be held using internet-based conferencing facilities.
16.2	Wherever necessary to enable the efficient conduct of business, the Provider shall be represented at management meetings by at least 1 Provider Representative and the Customer shall be represented at management meetings by at least 1 Customer Representative.
18.2	If the Charges are based in whole or part upon the time spent by the Provider performing the Services, the Provider must obtain the Customer’s written consent before performing Services that result in any estimate of time-based Charges given to the Customer being exceeded or any budget for time-based Charges agreed by the parties being exceeded; and unless the Customer agrees otherwise in writing, the Customer shall not be liable to pay to the Provider any Charges in respect of Services performed in breach of this Clause 18.2.
18.4	The Provider may elect to vary any element of the Charges by giving to the Customer not less than 30 days’ written notice of the variation.
19.1	The Customer shall reimburse the Provider in respect of any Expenses, providing that the Provider must obtain the prior written authorisation of the Customer before incurring any Expenses.
19.2	The Provider must collect and collate evidence of all Expenses, and must retain such evidence during the Term.
(b)	retain such records during the Term.
20.2	Within 10 Business Days following receipt of a written request, the Provider shall supply to the Customer copies of such of the timesheets referred to in Clause 20.1 and in the Provider’s possession or control as the Customer may specify in that written request.
21.1	The Provider shall issue invoices for the Charges to the Customer from time to time during the Term.
21.2	The Customer must pay the Charges to the Provider within the period of 7 days following the issue of an invoice in accordance with this Clause 21.
21.3	The Customer must pay the Charges by direct debit, debit card, credit card or bank transfer (using such payment details as are notified by the Provider to the Customer from time to time).
(b)	not disclose the Customer Confidential Information to any person without the Customer’s prior written consent;
(c)	use the same degree of care to protect the confidentiality of the Customer Confidential Information as the Provider uses to protect the Provider’s own confidential information of a similar nature, being at least a reasonable degree of care;
(e)	not use any of the Customer Confidential Information for any purpose other than in the performance of the Order Form(s) and these Terms and Conditions.
(b)	not disclose the Provider Confidential Information to any person without the Provider’s prior written consent.;
(c)	use the same degree of care to protect the confidentiality of the Provider Confidential Information as the Customer uses to protect the Customer’s own confidential information of a similar nature, being at least a reasonable degree of care;
(d)	act in good faith at all times in relation to the Provider Confidential Information; and
(e)	not use any of the Provider Confidential Information for any purpose other than in the performance of the Order Form(s) and these Terms and Conditions.
22.3	Notwithstanding Clauses 22.1 and 22.2, a party’s Confidential Information may be disclosed by the other party to that other party’s officers, employees, professional advisers, insurers, agents and subcontractors who have a need to access the Confidential Information that is disclosed for the performance of their work with respect to the Agreement and who are bound by a written agreement or professional obligation to protect the confidentiality of the Confidential Information that is disclosed.
22.4	No obligations are imposed by this Clause 22 with respect to a party’s Confidential Information if that Confidential Information:
22.6	Upon the termination of the Agreement, each party must immediately cease to use the other party’s Confidential Information.
22.7	Following the termination of the Agreement, and within 10 Business Days following the date of receipt of a written request from the other party, the relevant party must destroy or return to the other party (at the other party’s option) all media containing the other party’s Confidential Information, and must irrevocably delete the other party’s Confidential Information from its computer systems.
23.1	Neither party may make any public disclosures relating to the Agreement or the subject matter of the Agreement (including disclosures in press releases, public announcements and marketing materials) without the prior written consent of the other party, such consent not to be unreasonably withheld or delayed, and providing that the following public disclosures may be made without consent:
(a)	Customer Testimonial, including use of name and logo.
24.3	The Customer shall only supply to the Provider, and the Provider shall only process, in each case under or in relation to the Agreement, the Personal Data of data subjects falling within the categories specified in Part 1 of Schedule 6 (Data processing information) and of the types specified in Part 2 of Schedule 6 (Data processing information); and the Provider shall only process the Customer Personal Data for the purposes specified in Part 3 of Schedule 6 (Data processing information).
24.4	The Provider shall only process the Customer Personal Data during the Term, subject to the other provisions of this Clause 24.
24.5	The Provider shall only process the Customer Personal Data on the documented instructions of the Customer (including with regard to transfers of the Customer Personal Data to any place outside the European Economic Area), as set out in these Terms and Conditions or any other document agreed by the parties in writing.
24.6	Notwithstanding any other provision of these Terms and Conditions, the Provider may process the Customer Personal Data if and to the extent that the Provider is required to do so by applicable law. In such a case, the Provider shall inform the Customer of the legal requirement before processing, unless that law prohibits such information on important grounds of public interest.
24.7	The Provider shall ensure that persons authorised to process the Customer Personal Data have committed themselves to confidentiality or are under an appropriate statutory obligation of confidentiality.
24.8	The Provider and the Customer shall each implement appropriate technical and organisational measures to ensure an appropriate level of security for the Customer Personal Data, including those measures specified in Part 4 of Schedule 6 (Data processing information).
24.9	The Provider is hereby authorised by the Customer to engage those third parties identified in, or falling within the processor categories specified in, Part 5 of Schedule 6 (Data processing information) to process the Customer Personal Data. The Provider shall ensure that each third party processor is subject to equivalent legal obligations as those imposed on the Provider by this Clause 24.
24.10	The Provider shall, insofar as possible and taking into account the nature of the processing, take appropriate technical and organisational measures to assist the Customer with the fulfilment of the Customer’s obligation to respond to requests exercising a data subject’s rights under the Data Protection Laws.
24.11	The Provider shall assist the Customer in ensuring compliance with the obligations relating to the security of processing of personal data, the notification of personal data breaches to the supervisory authority, the communication of personal data breaches to the data subject, data protection impact assessments and prior consultation in relation to high-risk processing under the Data Protection Laws.
24.12	The Provider shall make available to the Customer all information necessary to demonstrate the compliance of the Provider with its obligations under this Clause 24 and the Data Protection Laws.
24.13	The Provider shall, at the choice of the Customer, delete or return all of the Customer Personal Data to the Customer after the provision of services relating to the processing, and shall delete existing copies save to the extent that applicable law requires storage of the relevant Personal Data.
24.14	The Provider shall allow for and contribute to audits, including inspections, conducted by the Customer or another auditor mandated by the Customer in respect of the compliance of the Provider’s processing of Customer Personal Data with the Data Protection Laws and this Clause 24. The Provider may charge the Customer at its standard time-based charging rates for any work performed by the Provider at the request of the Customer pursuant to this Clause 24.14.
24.15	If any changes or prospective changes to the Data Protection Laws result or will result in one or both parties not complying with the Data Protection Laws in relation to processing of Personal Data carried out under these Terms and Conditions, then the parties shall use their best endeavours promptly to agree such variations to these Terms and Conditions as may be necessary to remedy such non-compliance.
(b)	the Provider will comply with all applicable legal and regulatory requirements applying to the exercise of the Provider’s rights and the fulfilment of the Provider’s obligations under these Terms and Conditions; and
25.2	The Provider warrants to the Customer that:
(b)	the Hosted Services will be free from Hosted Services Defects;
(c)	the application of Updates to the Platform by the Provider will not introduce any Hosted Services Defects into the Hosted Services;
25.3	The Provider warrants to the Customer that the Hosted Services, when used by the Customer in accordance with these Terms and Conditions, will not breach any laws, statutes or regulations applicable under English law.
25.4	The Provider warrants to the Customer that the Hosted Services, when used by the Customer in accordance with these Terms and Conditions, will not infringe the Intellectual Property Rights of any person in any jurisdiction and under any applicable law.
25.5	If the Provider reasonably determines, or any third party alleges, that the use of the Hosted Services by the Customer in accordance with these Terms and Conditions infringes any person’s Intellectual Property Rights, the Provider may at its own cost and expense:
25.6	The Customer warrants to the Provider that it has the legal right and authority to enter into the Agreement and to perform its obligations under these Terms and Conditions.
25.7	All of the parties’ warranties and representations in respect of the subject matter of the Agreement are expressly set out in these Terms and Conditions. To the maximum extent permitted by applicable law, no other warranties or representations concerning the subject matter of the Agreement will be implied into the Agreement or any related contract.
28.3	The Provider shall not be liable to the Customer in respect of:
(a)	any losses arising out of a Force Majeure Event;
(b)	any loss of profits or anticipated savings;
(c)	any loss of revenue or income;
(d)	any loss of use or production;
(e)	any loss of business, contracts or opportunities;
(f)	any loss or corruption of any data, database or software; providing that this Clause 28.3(f) shall not protect the Provider unless the Provider has fully complied with its obligations under Clause 11.3 and Clause 11.4.
(g)	any special, indirect or consequential loss or damage.
28.4	The liability of the Provider to the Customer under the Agreement in respect of any event or series of related events shall not exceed the total amount paid and payable by the Customer to the Provider under the Agreement in the 12 month period preceding the commencement of the event or events.
28.5	The aggregate liability of the Provider to the Customer under the Agreement shall not exceed the total amount paid and payable by the Customer to the Provider under the Agreement.
30.1	Either party may terminate the Agreement by giving to the other party not less than 30 days’ written notice of termination.
30.4	The Provider may terminate the Agreement immediately by giving notice to the Customer if any amount due to be paid by the Customer to the Provider under the Agreement is unpaid by the due date and remains unpaid upon the date that that written notice of termination is given.
31.1	Upon the termination of the Agreement, all of the provisions of these Terms and Conditions shall cease to have effect, save that the following provisions of these Terms and Conditions shall survive and continue to have effect (in accordance with their express terms or otherwise indefinitely): Clauses 1, 5.8, 6.10, 12.11, 13, 19.2, 19.3, 20, 21.2, 21.4, 22, 23, 24.1, 24.3, 24.4, 24.5, 24.6, 24.7, 24.8, 24.9, 24.10, 24.11, 24.12, 24.13, 24.14, 24.15, 27, 28, 31, 32, 35, 36, 37, 38, 39, 40, 41 and 42.
31.3	Within 7 days following the termination of the Agreement for any reason:
32.1	Neither party must not, without the prior written consent of the other Party, either during the Term or within the period of 12 months following the end of the Term, engage, employ or solicit for engagement or employment any employee or subcontractor of the other Party who has been involved in any way in the negotiation or performance of the Agreement.
33.2	Any notice given by either Party, under these Terms and Conditions must be sent by post or email using the relevant contact details set out in Section 7 of the Services Order Form.
33.3	The addressee and contact details set out in Section 7 of the Services Order Form may be updated from time to time by a party giving written notice of the update to the other party in accordance with this Clause 33.
33.4	A party receiving from the other party a notice by email must acknowledge receipt by email promptly, and in any event within 2 Business Days following receipt of the notice.
(a)	in the case of notices sent by post, 2 Business Days after posting; and
(b)	in the case of notices sent by email, at the time of the sending of an acknowledgement of receipt by the receiving party;
35.1	Either Party agree that the other Party may assign, transfer or otherwise deal with the other Parties contractual rights and obligations under these Terms and Conditions.
38.1	The Agreement is for the benefit of the parties and is not intended to benefit or be enforceable by any third party.
38.2	The exercise of the parties’ rights under the Agreement is not subject to the consent of any third party.
39.1	The Agreement may not be varied except by means of a written document signed by or on behalf of each party.
(a)	the use of the Platform (the "Services"); and
1.2	References in this Policy to "you" are to any customer for the Services and any individual user of the Services (and "your" should be construed accordingly); and references in this Policy to "us" are to White Fluffy Cloud Limited t/a icomplete.com (and "we" and "our" should be construed accordingly).
3.1	Content must not be illegal or unlawful, must not infringe any person’s legal rights, and must not be capable of giving rise to legal action against any person (in each case in any jurisdiction and under any applicable law).
6.1	Content must be appropriate, civil and tasteful, and accord with generally accepted standards of etiquette and behaviour on the internet.
6.2	Content must not be offensive, deceptive, threatening, abusive, harassing, menacing, hateful, discriminatory or inflammatory.
6.3	Content must not be liable to cause annoyance, inconvenience or needless anxiety.
6.4	You must not use the Services to send any hostile communication or any communication intended to insult, including such communications directed at a particular person or group of people.
6.5	You must not use the Services for the purpose of deliberately upsetting or offending others.
7.	Marketing and spam
7.1	You may use the Services for any purpose relating to the marketing, advertising, promotion, sale or supply of any product, service or commercial offering.
7.2	Content must not constitute or contain spam, and you must not use the Services to store or transmit spam – which for these purposes shall include all unlawful marketing communications and unsolicited commercial communications.
7.3	You must not send any spam or other marketing communications to any person using any email address or other contact details made available through the Services or that you find using the Services.
7.4	You must not use the Services to promote or operate any chain letters, Ponzi schemes, pyramid schemes, matrix programs, "get rich quick" schemes or similar letters, schemes or programs.
8.1	You acknowledge that we may actively monitor the use of the Services.
9.	Data mining
9.1	You must not conduct any systematic or automated data scraping, data mining, data extraction or data harvesting, or other systematic or automated data collection activity, by means of or in relation to the Services.
10.1	You must not link to any material using or by means of the Services that would, if it were made available through the Services, breach the provisions of this Policy.
1.1	This Schedule 2 sets out the Provider’s availability commitments relating to the Hosted Services.
1.2	In this Schedule 2, "uptime" means the percentage of time during a given period when the Hosted Services are available at the gateway between public internet and the network of the hosting services provider for the Hosted Services.
2.1	The Provider shall ensure that the uptime for the Hosted Services is at least 99% during each calendar month.
2.2	The Provider shall be responsible for measuring uptime, and shall do so using any reasonable methodology.
2.3	The Provider shall report uptime measurements on the following website, http://status.icomplete.com.
3.1	In respect of each calendar month during which the Hosted Services uptime is less than the commitment specified in Paragraph 2.1, the Customer shall be entitled to claim service credits in accordance with the provisions of this Part 3.
3.2	The Customer shall be entitled to Service Credits on the monthly (or monthly equivalent) User Access Fees as follows:
(a)	Monthly uptime less than 99% a service credit of 10%
(b)	Monthly uptime less than 97% a service credit of 25%
(c)	Monthly uptime less than 95% a service credit of 50%
(d)	Monthly uptime less than 90% a service credit of 100%
3.3	To claim a Service Credit, the Customer must within 5 days the Customer submit an incident to the Help Desk. If validated, the Provider will apply the credit to the Customers’ Account within 5 days.
3.4	Service credits shall be the sole remedy of the Customer in relation to any failure by the Provider to meet the uptime guarantee in Paragraph 2.1.
3.5	Upon the termination of the Agreement, the Customer’s entitlement to claim service credits shall immediately cease.
4.1	Downtime caused directly or indirectly by any of the following shall not be considered when calculating whether the Provider has met the uptime guarantee given in Paragraph 2.1:
(c)	a fault or failure of the Provider’s hosting infrastructure services provider, unless such fault or failure constitutes an actionable breach of the contract between the Provider and that company;
(d)	a fault or failure of the Customer’s computer systems or networks;
(e)	caused by the Customer’s users of the Service after it has been advised by the Provider to modify its use of the Service and where the Customer fails to modify its use as advised
(f)	during beta or trail services
(g)	any breach by the Customer of the Agreement; or
(h)	scheduled maintenance carried out in accordance with the Agreement.
1.1	This Schedule 3 sets out the service levels applicable to the Maintenance Services.
2.1	The Provider shall where practicable give to the Customer at least 3 Business Days’ prior written notice of scheduled Maintenance Services that are likely to affect the availability of the Hosted Services or are likely to have a material negative impact upon the Hosted Services, without prejudice to the Provider’s other notice obligations under this Schedule 3.
2.2	The Provider shall provide all scheduled Maintenance Services outside Business Hours.
3.1	The Provider may apply Updates to the Service to deal with security risks, fix issues or introduce new functionality.
3.2	The Provider shall give the Customer prior written notice of any Update which may affect the Service.
1.1	This Schedule 4 sets out the service levels applicable to the Support Services.
2.1	The Provider shall make available to the Customer a helpdesk in accordance with the provisions of this Schedule 4.
2.3	The Provider shall ensure that the helpdesk is accessible by telephone, email and using the Provider’s web-based ticketing system.
2.4	The Provider shall ensure that the helpdesk is available during Business Hours during the Term.
2.5	The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the helpdesk.
3.1	Issues raised through the Support Services shall be categorised as follows:
(a)	critical: the Hosted Services are inoperable or a core function of the Hosted Services is unavailable;
(b)	serious: a core function of the Hosted Services is significantly impaired;
(c)	moderate: a core function of the Hosted Services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Hosted Services is significantly impaired; and
(d)	minor: any impairment of the Hosted Services not falling into the above categories; and any cosmetic issue affecting the Hosted Services.
3.3	The Provider shall use reasonable endeavours to respond to requests for Support Services promptly, and in any case in accordance with the following time periods:
(a)	critical: 1 Business Hour;
(b)	serious: 4 Business Hours;
(c)	moderate: 1 Business Day; and
(d)	minor: 5 Business Days.
3.4	The Provider shall ensure that its response to a request for Support Services shall include an acknowledgement of receipt of the request.
3.5	The Provider shall use reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the following time periods:
(a)	critical: 2 Business Hours;
(b)	serious: 8 Business Hours;
(c)	moderate: 4 Business Days; and
(d)	minor: 10 Business Days.
4.1	The Support Services shall be provided remotely, save to the extent that the parties agree otherwise in writing.
5.1	If the total time spent by the personnel of the Provider performing the Support Services is excessive, then the Provider may at its discretion limit or cease to provide Support Services to the Customer for the remaining invoice period, or agree with the Customer that the provision of those Support Services will be subject to additional Charges.
5.2	The Provider shall have no obligation to provide Support Services in respect of any issue caused by:
(a)	the improper use of the Hosted Services by the Customer; or
(b)	any alteration to the Hosted Services made without the prior consent of the Provider.