This Schedule is incorporated into the Groundwork Software License and Subscription Terms (the “Terms”) by the Order Form. Capitalized terms not defined here have the meanings given in the Terms. In the event of conflict between this Schedule and the Terms, the Terms control unless this Schedule expressly states otherwise.
1. DEFINITIONS#
“Authoring Surface” means a surface of the Platform used to describe, configure or assemble a Solution, including the intake service and build surfaces.
“Available” means that the Platform accepts requests for a Surface and returns the current governed state, including any Impairment State.
“Business Hours” means 08:00 to 18:00 United States Central Time, Monday to Friday, excluding public holidays published by Groundwork.
“Customer Environment” means any equipment, network or software operated by or for Customer through which a Surface is delivered, viewed or composed, including display appliances, composition layers, render nodes, browsers and endpoints. The Customer Environment for an Order Form may be identified in that Order Form.
“Customer Source” means any data source, warehouse, feed, network or system operated by or for Customer from which the Platform reads.
“Display Surface” means a Surface rendered for viewing without an interactive session, including a wall panel or other unattended display.
“Governance Surface” means an authenticated Surface on which attributable governance actions are taken or recorded, including the Steward Interface and composition or publishing surfaces.
“Impairment State” means the Platform’s signaling that a figure or element is stale, unavailable or otherwise not conforming to its governed definition.
“Incident” means a failure of the Platform to perform materially in accordance with the Documentation.
“Monthly Fee” means the annual subscription fee stated in the Order Form divided by twelve.
“Operational Surface” means a Display Surface or a Governance Surface.
“Surface” means any Display Surface, Governance Surface or Authoring Surface licensed under an Order Form. The Surface classes licensed to Customer are stated in the Order Form.
2. AVAILABILITY COMMITMENT#
2.1 Commitment. Groundwork will make each Surface class Available for not less than the percentage of minutes in each calendar month stated below, measured as set out in Section 3 and excluding the periods listed in Section 4.#
| Surface class | Monthly availability | Basis |
|---|---|---|
| Display Surface | 99.5% | Rendered continuously and viewed without an interactive session; unavailability is immediately visible to everyone in the room |
| Governance Surface | 99.5% | Attributable governance actions must be capable of being taken and recorded when a stewardship decision is made |
| Authoring Surface | 99.0% | Used to describe and assemble Solutions; a short interruption defers work rather than affecting anything already in service |
2.2 Impairment is conforming performance. The Platform is Available where it correctly renders an Impairment State arising from the unavailability, staleness or non-conformity of a Customer Source. Correct signaling of impaired data is conforming performance under this Schedule and does not count as unavailability, however visible its effect on a Surface.#
2.3 What is not committed. Groundwork does not commit to the availability, freshness, accuracy or completeness of any Customer Source, or of any part of the Customer Environment, or to the availability of any third-party platform whose content is delivered or composed alongside a Surface.#
3. MEASUREMENT#
3.1 Method. Availability is measured monthly for each Surface class from Groundwork’s monitoring records, by polling the Platform’s health endpoint and a representative sample of Surfaces in that class at intervals of not more than five (5) minutes. A period is counted as unavailable where two consecutive polls fail.#
3.2 Records. Groundwork’s monitoring records are the source of measurement. Groundwork will provide those records on reasonable request in connection with a credit claim.#
3.3 Reporting. Groundwork will provide a monthly availability summary on request, and will provide it without request in any month in which a commitment in Section 2.1 was not met.#
4. EXCLUSIONS#
4.1 The following are excluded from the calculation of availability:#
(a) Scheduled Maintenance under Section 7.1, and Emergency Maintenance under Section 7.2 up to the limit stated there;
(b) unavailability, staleness or non-conformity of any Customer Source, and any Impairment State arising from it;
(c) failure of any part of the Customer Environment, or of any network or equipment not operated by Groundwork;
(d) any act or omission of Customer or its Authorized Users, including misconfiguration, exceeding licensed scope, or failure to meet a Customer obligation in Section 9;
(e) suspension permitted under Section 7.3 of the Terms;
(f) force majeure as described in Section 13.5 of the Terms; and
(g) use of the Platform other than in accordance with the Documentation and the Agreement.
5. SEVERITY LEVELS#
5.1 Classification. Severity depends on the Surface class affected and on the nature of the failure. Groundwork assigns severity on receipt, acting reasonably and in consultation with Customer. Customer may request reclassification, and Groundwork will not unreasonably refuse.#
| Level | Definition | Examples |
|---|---|---|
| S1 | Critical. An Operational Surface is unavailable, or any Surface presents a figure as current and conforming when it is not — that is, a failure of the Impairment State to signal. | Display Surfaces down across a site; a figure rendering a stale value with no impairment signal; a governed threshold applied incorrectly |
| S2 | High. A substantial subset of Operational Surfaces is unavailable, or a governance action cannot be completed or recorded, or an Authoring Surface is wholly unavailable. | Steward Interface down; one site’s Display Surfaces unavailable; a source mapping cannot be signed; audit record not written; intake service down |
| S3 | Medium. A single Surface, figure or element is affected, or function is degraded with a workaround available. | One figure not refreshing; a layout defect on one Surface; slow load; an Authoring Surface degraded |
| S4 | Low. Cosmetic issues, questions, documentation, and enhancement requests. | Label wording; a question about configuration; a feature request |
5.2 Authoring Surfaces. Unavailability of an Authoring Surface alone is not an S1. Authoring affects work not yet in service; it does not affect any Solution already in operation.#
5.3 Out of hours. Where an Incident affects only Governance Surfaces or Authoring Surfaces and arises outside Business Hours, it is classified one level below the level it would otherwise carry, unless Customer notifies Groundwork that a stewardship or authoring activity is in progress at the time.#
6. SUPPORT HOURS AND RESPONSE#
6.1 Hours. Support is provided during Business Hours. Requests are submitted to the channel stated in the Order Form. Requests received outside Business Hours are treated as received at the start of the next Business Hour, except as provided in Section 6.3.#
6.2 Response targets. Groundwork will use commercially reasonable efforts to meet the following targets, measured from receipt:#
| Level | Initial response | Update cadence | Target mitigation |
|---|---|---|---|
| S1 | 1 Business Hour | Every 2 hours until mitigated | Same Business Day where within Groundwork’s control |
| S2 | 4 Business Hours | Daily | 3 Business Days |
| S3 | 1 Business Day | On material change | Next scheduled release |
| S4 | 3 Business Days | On material change | No commitment |
6.3 After-hours contact for S1. Customer may report a suspected S1 affecting an Operational Surface outside Business Hours through the after-hours contact stated in the Order Form. Groundwork will use reasonable efforts to acknowledge within four (4) hours and to begin mitigation. Outside Business Hours this is a reasonable-efforts undertaking and not a committed response target. The after-hours path does not apply to Authoring Surfaces.#
6.4 Response, not resolution. The targets in Section 6.2 are targets for response, updates and, where stated, mitigation. Groundwork does not commit to a time to resolve, because resolution time depends on the nature of the fault and, in many cases, on systems Groundwork does not operate.#
6.5 Extended coverage. Extended-hours or continuous coverage is available as a separately priced option and applies only where stated in an Order Form. Absent such a statement, support is provided during#
7. MAINTENANCE
7.1 Scheduled Maintenance. Groundwork may perform Scheduled Maintenance during the window 02:00 to 06:00 United States Central Time on Sundays, on not less than five (5) Business Days’ notice, and not exceeding four (4) hours in any calendar month. Groundwork will use reasonable efforts to perform maintenance without interruption to Operational Surfaces.#
7.2 Emergency Maintenance. Groundwork may perform Emergency Maintenance at any time where reasonably necessary to preserve the security, integrity or continued operation of the Platform, on as much notice as is practicable. Emergency Maintenance is excluded from the availability calculation up to four (4) hours in any calendar month; time beyond that limit counts as unavailability.#
7.3 Alternative windows. Where a maintenance window would fall at a time of heightened operational significance notified by Customer in advance, Groundwork will use reasonable efforts to reschedule.#
8. SERVICE CREDITS#
8.1 Credits. Where a commitment in Section 2.1 is not met in a calendar month, Customer is entitled on claim to a credit against the next invoice, calculated by reference to the shortfall against the commitment for the affected Surface class:#
| Shortfall below the applicable commitment | Credit |
|---|---|
| Less than 0.5 percentage points | 5% of the Monthly Fee |
| 0.5 to 2.0 percentage points | 10% of the Monthly Fee |
| More than 2.0 percentage points | 20% of the Monthly Fee |
8.2 Multiple classes. Where more than one Surface class falls below its commitment in the same month, the credit is the highest single credit applicable and is not cumulative.#
8.3 Claims. Customer must claim a credit in writing within thirty (30) days of the end of the month to which it relates, identifying the Surface class and the periods of unavailability relied on. Credits are applied against future fees and are not payable in cash.#
8.4 Cap. Total credits in any calendar month shall not exceed twenty-five per cent (25%) of the Monthly Fee.#
8.5 Sole remedy. SERVICE CREDITS ARE CUSTOMER’S SOLE AND EXCLUSIVE REMEDY, AND GROUNDWORK’S SOLE LIABILITY, FOR ANY FAILURE TO MEET AN AVAILABILITY COMMITMENT OR ANY RESPONSE TARGET IN THIS SCHEDULE. Nothing in this Section limits Customer’s right to terminate for material breach under Section 7.2 of the Terms.#
8.6 Chronic shortfall. Where the commitment for an Operational Surface class is not met in three (3) consecutive calendar months, Customer may terminate the affected Order Form on thirty (30) days’ written notice and receive a pro-rata refund of prepaid fees for the unexpired term.#
9. CUSTOMER OBLIGATIONS#
9.1 Groundwork’s obligations under this Schedule are conditioned on Customer:#
(a) designating not more than [three] named contacts authorized to raise Incidents, and keeping them current;
(b) submitting requests through the channel stated in the Order Form, with the information reasonably required to reproduce and diagnose the Incident, including the Surface affected;
(c) making a knowledgeable representative available during diagnosis of an S1 or S2;
(d) maintaining the Customer Environment and its Customer Sources, including keeping any browser or client software within the versions stated in the Documentation; and
(e) notifying Groundwork of any planned change to a Customer Source or to the Customer Environment that alters schema, availability or refresh behavior.
10. ESCALATION#
10.1 Path. Where Customer considers a response inadequate, Customer may escalate in sequence to the support lead, the engineering lead, and the Chief Technology Officer, whose contact details are stated in the Order Form. Escalation does not alter the response targets in Section 6.2.#
10.2 Review. On request, and not more than quarterly, the parties will review Incident volume, severity distribution, availability by Surface class, and any recurring cause.#
11. HYPERCARE#
11.1 Where an Order Form provides for a hypercare period following go-live, the enhanced hours, response targets and staffing for that period are as stated in the Order Form and apply in place of Sections 6.1 and 6.2 for its duration. On expiry of the hypercare period, this Schedule applies without modification.#