IQGEO HOSTED SERVICES SCHEDULE

IQGeo Enterprise

The additional terms and conditions set forth in this Hosted Services Schedule, together with the general terms and conditions of the Agreement to which this Hosted Services Schedule is attached as an Annex (the “Terms”), shall govern the provision of Subscription Services on a hosted basis 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. Hosted Services

IQGeo, through partnership with third-party commercial providers, will provide a secure cloud architecture that includes the facilities, application servers, database software and hardware, networking hardware and maintenance, primary/redundant power and support services necessary to provide for the Hosted Subscription Services. Customer will be allocated dedicated namespace(s) and/or environment(s), orchestration, networking, computing power and data storage. The complete compute and storage environment, networking capability and capacity, any Third-Party hardware, software or licenses or any other systems that IQGeo uses to provide the hosted functionality for the Subscription Services is hereinafter referred to as the “Platform”.

2. Packages

IQGeo offers a set of different Packages (Bronze, Silver, Gold) tailored to the specific requirements of the Customer. The features of the different Packages are outlined in Table 1 below. IQGeo will notify customers if any threshold exceeds package definition and reserves the right to adjust invoicing accordingly.

Table 1. packages

3. Compute Resources

3.1. Compute resources refers to the use of Kubernetes Cluster, an open-source system for automating deployment, scaling, and management of containerized applications, and Database Server, a service which uses a database application that provides database services to other computer programs or to computers. The amount of compute resources in each package will be sufficient to support the maximum number of Design and Mobile users for that respective package (Bronze, Silver or Gold) as specified in Table 1 above.

4. Software Environments

4.1. Development environment means the environment intended for code development which runs on EC2 servers, a service provided by Amazon Web Services.

4.2. UAT environment or User Acceptance Testing environment is meant for testing code that was updated on the container images to ensure the software is operating according to its defined specifications.

4.3. Production environment means the production environment where the latest versions of the software are pushed live to the intended users.

4.4. Training environment. A training environment is dedicated to internal users so that they can familiarize themselves with the product. For the Silver package, a training environment is available for an additional fee.

4.5. Extra environment. Additional environments may be added such as Systems Integration Testing, or anything the customer needs to support their particular project. Bronze packages include one additional environment. Gold packages can include an extra environment for an additional fee.

5. System Reliability and Security

Overall “System Availability” is defined and calculated as follows:

Where:

“A” equals the total available yearly hours;

“B” equals the maintenance time including:

• • Preventive Maintenance and other normal scheduled maintenance hours
  • Any approved special maintenance hours including Emergency Maintenance
  • The total period of time between IQGeo’s originally requested time for Emergency Maintenance and the scheduled start time granted by Customer;

“C” equals the Downtime.

Preventive Maintenance. Preventive Maintenance shall mean those activities performed by IQGeo that are necessary or desirable for the continuous provision of overall System Availability, including but not limited to those activities that require the temporary cessation of Subscription Services. Preventive Maintenance may be planned and performed from time to time by IQGeo. Scheduled Preventative Maintenance windows are scheduled to occur, but may not always occur, for these events at these times:

• • Minor: Weekly, every Wed night, 21:00 MST - Midnight
  • Major: Quarterly, 3rd weekend of last month of the quarter. 18:00 Friday MST – 18:00 Sunday MST

Emergency Maintenance. Emergency Maintenance means any maintenance activities performed by IQGeo, or IQGeo’s commercial providers, becoming aware of the likelihood a system degradation may result in an imminent further degradation of service and/or total cessation of service. Emergency Maintenance activities shall be performed prior to or during the occurrence of such a degradation, and shall include such actions that are reasonable and necessary to prevent a further degradation and/or total cessation of service, and to fully restore service with the least possible impact to end users. Emergency Maintenance activities are those that cannot reasonably be deferred until the next scheduled maintenance period without incurring an unacceptable risk of a further degradation of service and/or a total cessation of service. No downtime will be accrued for the period of time between being notified and the time when the Emergency Maintenance period actually begins.

Downtime. Downtime means the duration of any period of time during which the Platform is (1) unavailable (i.e. servers are down) or (2) there is an error of a severity level that causes the Platform to be substantially un-usable by Customer provided that such period is not Preventive Maintenance (scheduled downtime).

5.5. Escalation. The following escalation procedure is used during Incident management when Uptime for the Hosted Services falls below the levels as agreed upon in accordance with the selected Package:

• Initial Notification: In the event of a service disruption or downtime, Customer is invited to trigger an alert to the IQGeo technical operations team through the designated channels on the Platform.
• Incident Investigation: The technical operations team will promptly investigate the incident to assess the scope, severity, and impact on Hosted Services.
• Communication to Customers: Once the technical operations team has a clear understanding of the incident, it will provide an initial incident notification to affected customers through their preferred communication channels (email, dashboard notifications, or dedicated status page).
• Estimated Time to Resolution (ETR): The IQGeo technical operations team will provide an initial Estimated Time to Resolution (ETR) for the incident, based on their preliminary investigation. IQGeo will strive to provide realistic ETRs, but please note that these estimates may be subject to change as more insights into the situation are gained.
• Internal Escalation: If the incident is complex or requires specialized expertise, it will be escalated to the higher-level support teams for further investigation and resolution.
• Continuous Updates: Throughout the incident lifecycle, IQGeo will provide regular updates to keep Customer informed about progress towards resolution. Customer may expect updates at significant milestones or whenever there is a change in the incident status or ETR.
• Critical Incident Notification: For incidents with severe impact or widespread disruptions, IQGeo will immediately escalate and notify designated customer contacts, stakeholders, or executives to ensure appropriate attention and resources are allocated to resolve the situation.
• Resolution and Post-Incident Analysis: The IQGeo technical operations team will work diligently to resolve the incident. Once services are fully restored, IQGeo will conduct a thorough post-incident analysis to identify the root cause and implement preventive measures to avoid similar incidents in the future.
• Customer Support and Feedback: IQGeo encourages customers to reach out to our support team during the incident for any additional assistance or information.

Last updated 

April 15th, 2025