As a Service Subscription

Updated 1 September 2023

1. General 

The Dataweavers As a Service Subscription is a subscription-based operational platform utilising a combination of proprietary and selected third party solutions to simplify the management of digital ecosystems for enterprise customers.  It automates digital experience management, eliminating the need for manual processes, and combines proven architectures and security and release processes with cloud-native automation to create an end-to-end operating ecosystem.

2. Use of and access to the As a Service Subscription

1. Dataweavers will provide the Customer with access to and use of the As a Service Subscription. The Customer will use and access the As a Service Subscription in accordance with the usage and access guidelines and restrictions (if any) set out in the Agreement.
2. Dataweavers may correct errors, change, add or delete the functions, features, performance, or other characteristics of the As a Service Subscription in accordance with the Agreement, and if any change, addition or deletion is made, the Solution Diagram of the As a Service Subscription will be amended accordingly.

3. Support Services

Dataweavers will provide the following Support Services in relation to the As a Service Subscription:

1. provide a single point of contact for the Customer to receive by email and telephone notifications of incidents, problems and Defects relating to the As a Service Subscription. The Help Desk must accept notifications by telephone during the Hours of Support only but must be capable of receiving notifications by email on a 24x7 basis;
2. use a help desk system sufficient to enable Dataweavers to track and monitor each incident, problem and Defect logged to the Help Desk, including by assigning a unique identification reference code to each reported incident, problem or Defect;
3. promptly acknowledge receipt of each notification from Customer during Hours of Support;
4. during the Hours of Support, communicate the progress and status of incidents, problems and Defects to Customer from the time Dataweavers is notified of an incident, problem or Defect through to the resolution of that incident, problem or Defect;
5. during the Hours of Support, manage, communicate and Resolve incidents, problems and Defects reported to the Help Desk, including through the use of a temporary solution that will allow the As a Service Subscription to continue to function as contemplated by the Specifications until such time as the incident, problem or Defect has been Resolved (Workaround); and
6. maintain a log or history of all incidents, problems and Defects relating to the As a Service, (together, the Support Services).
7. Dataweavers will use all reasonable efforts to comply with the applicable Service Levels in performing the Support Services.