IQGEO ENTERPRISE HOSTED PRODUCT SUPPORT SCHEDULE

The additional terms and conditions set forth in this Product Support Schedule, together with the general terms and conditions of the Subscription Agreement to which this Support Schedule is attached as an Annex (“the Terms”), shall govern the provision of Support for Products that are Hosted by IQGeo, as detailed in a jointly agreed Order Form. Capitalized terms shall have the same meaning as defined in the Terms or within this Schedule.

1. IQGeo Product Support Services

IQGeo Product Support provides Customers a help desk to answer technical questions about IQGeo Products, track incidents and diagnostic services for any Standard IQGeo Product. Activities of Product Support include:

• Acceptance of Support Incidents reported by designated Customer personnel;
• Services that receive, log, and track incidents (Jira Ticketing System) and provision of incident status to designated contacts
• Publication of support incident status through the IQGeo Support Portal
• Basic guidance in using an IQGeo Standard Product;
• Incident analysis and resolution, if determined to be Standard Product related;
• Remote diagnostics;
• Advising on Customer-specific environmental factors, like firewalls, backup and network configuration;
• Identification and elevation of Support Incidents to IQGeo Engineering.

A reported Support Incident means an incident that has been verified by the Customer to be a problem within the IQGeo Platform or an IQGeo product, as well as vetted through the Designated Customer Personnel. Designated Customer Personnel means a limited number of Customer employees who has received sufficient training to be proficient with the software. Custom Software means the software elements that are specifically designed and developed to meet the unique requirements of the Customer. Unlike the Standard Product, Custom Software is tailored to address the specific needs, workflows and preferences of the Customer. Custom Software is created through a detailed analysis of the Customer’s requirements and is not generally available to other users or organizations. Standard Product means such Software developed and marketed by IQGeo that is not Third-Party Software and does not contain Custom Software elements. A Support Incident means a reported Support Incident related to the Standard Product that can be categorized under Severity 1, Severity 2 or Severity 3 or Severity 4 in the Severity Level Tabel below in Section 5 (Incident Management).

Support Service Terms:

• Customers must renew subscription annually without lapsing in order to receive Support services and Maintenance;
• IQGeo Support Help Desk hours of operation are subject to the selected Support level indicated in the applicable Order and described below in Section 5: Incident Management;
• Response times to reported incidents are described in Incident Management below;
• Support is provided for any particular Software Product version for up to 24 months after any version release date;
• Support is provided remotely from an IQGeo location and does not include onsite services unless otherwise contracted separately.

2. Product Maintenance

IQGeo Product Maintenance is the provision of patches, upgrades, and future development features of the Standard Products. IQGeo makes Product Releases generally available from time to time to all Customers who have a running subscription for such Product. A Product Release is supported on a defined set of operating systems as described in the documentation for that release, and Customers may have to update operating systems and other dependent software in order to use such release.

A Product Release means the process of making a new or updated version of the Software Product available to the Customer. This includes the provision of any associated documentation and support materials. A Product Release is intended to provide new features, enhancements, or fixes to the existing Software Product, but does not include the deployment or installation of the software at the Customer’s site. A Patch Release means a Product correction provided as a supplement to a specific previous Product Release for Customer expediency. A Patch Release does not include the deployment or installation of the patch at the Customer’s site.

Maintenance Terms:

• IQGeo will use commercially reasonable efforts to provide Maintenance Services for any particular Software Product version for up to 24 months after any version release date;
• Product Releases aim to be able to upgrade databases which have been created or upgraded to releases made in the previous one year, when technically possible. Installing a release to replace an older release may require installations of intermediate releases to update databases in stages.
• Error Corrections: IQGeo provides either a Product Patch Release, workaround instruction or correction in a subsequent Product Release, provided that IQGeo is able to successfully reproduce the suspected error.

3. Exclusions

The following is excluded from Product Support and Maintenance:

• Custom Software elements developed specifically for the Customer, which are not included in the Standard Product. Should the Customer desire Support and/or Maintenance for Custom Software, a separate Postproduction Services Agreement must be executed.
• The process of installation and upgrading a Customer Standard or Custom deployment. On request, and in absence of a Postproduction Services Agreement, IQGeo will prepare a separate Statement of Work to install and upgrade Custom Software or Standard Software accounting for the additional resources needed.
• User Training is not included in Support Services and can be ordered separately in accordance with Customer needs.
• Support and Maintenance of Third-Party Software. Any advice, recommendation or other services provided by IQGeo in respect of any Third-Party Products in the course of providing Support Services are provided at IQGeo's discretion and are provided 'as is' and in good faith

4. Communication Channels and Customer Contacts

IQGeo maintains a professional staff of technical and administrative personnel prepared to help Customers with their Maintenance and Support related questions. It is recommended that Customers also designate specific resources to handle Maintenance and Support related communications with IQGeo. To ensure optimal service, IQGeo will ask Customers for specific named individuals. All Maintenance and Support related questions should be routed through these individuals, and via the approved communications channels described in this Schedule.

5. Incident Management

An Incident means anything reported to IQGeo Support Services ranging from a basic question to a system outage. The Severity of an incident is a measure of the impact that the incident has on the business in terms of number of users affected, the amount of data lost or corrupted, and the length of time the Product is unavailable. The Severity Levels are defined in the table below.

Response. The following guidelines define target Incident response times, within the Business Hours for IQGeo’s Standard Product Support subscription. Response times may vary based on the specified Support Level outlined in the relevant Order, as detailed here below. IQGeo shall use all reasonable commercial efforts to meet the target response times.

• Initial Response Time: The upper limit to when work begins on an Incident. It is measured from the time the customer first contacts customer support to the time the customer receives a first response from a customer support agent.
• Update Intervals: the upper limit on the frequency by which the customer shall be informed on progress to Neutralization of the Incident, whereas OOH means Out Of Business Hours availability; BH means Business Hours defined as M – F, 8am-5pm local time; BD means Business Day; NBD means Next Business Day and BRE means Best Reasonable Effort.
• Business Hours/Days: Business Hours/Days has the same meaning as defined in the Terms.
• Neutralization: means a permanent fix or a temporary resolution of the reported problem through any combination of the following: fully resolving the reported issue back to pre-failure condition; providing a temporary work around so as to conform with published product specification(s) or documentation; restoring service or operation of the software back to its intended purpose without any material loss of functionality; providing a software patch that restore functionality until a major release is made generally available; or providing instruction(s) on how to avoid the problem in the future.
• Once a neutralization is identified then Update Intervals become BRE

Escalation. Where a higher severity Incident is reported, or response times are not being met, the following Escalation Procedure will be used. IQGeo covers both Functional and Hierarchical Escalation through a staging process.

• Stage 1: Escalation to Support Lead; Provide an action plan to the customer.
• Stage 2: Report problem to Account Manager and Operations Manager; Provide an updated action plan to the customer.
  • Functional – Designate a specific resource to handle the problem.
  • Hierarchical – Ensure the proper decision maker is completely informed of all aspects.
• Stage 3: Escalate to Director of Support; Provide daily feedback to the customer according to the action plan.
  • Functional - Inform IQGeo Engineering and ensure proper resources can be diverted.

The following result in automatic escalations:

• Severity 1: Any Severity 1 Incident has an automatic escalation to Stage 2, quickly moving to Stage 3 if not resolved in one Business Day.
• Severity 2: Any Severity 2 Incident has an automatic escalation to Stage 1, quickly moving to Stage 2 if not resolved in two business days.

Incident Submission. Incidents may be submitted to IQGeo through two alternative channels:

• Web Portal: Incidents can be submitted and managed through the IQGeo Support Portal via https://support.iqgeo.com. Access to the portal will be distributed when Support Services are contracted or at the time of project go-live.
• Email: Incidents can be submitted to the IQGeo Support Portal via email to support@iqgeo.com. Integration with a Customer’s Incident Management System is available subject to the execution of a Statement of Work for the required additional services.

Last updated 

January 13th, 2025