Platform Modules

Updated 13 September 2024

1. Use of and access to the Platform

1. Dataweavers will provide the Customer with access to and use of the Platform during the Agreement Term. The Customer will use and access the Platform 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 Platform in accordance with the Agreement, and if any change, addition or deletion is made, the Solution Diagram of the Platform will be amended accordingly.
3. The Customer acknowledges and agrees that:
   1. it must notify Dataweavers of the identity of each End User prior to allowing the End User to access or use the Platform or Additional Services;
   2. only End Users may access and use the Platform or Additional Services;
   3. it must ensure all End Users comply with this Agreement, and that the Customer is responsible for all End Users’ use of the Platform or Additional Services;
   4. the Customer must only use the Platform or Additional Services for the purposes of operating the Customer’s business; and
   5. Dataweavers may suspend or cancel access for any End User where Dataweavers reasonably considers it is necessary for security reasons (for instance, if suspicious login activity is detected).

2. Third party inputs

The Platform and Additional Services incorporate products and services provided by third parties. To the extent that there is a major feature depreciation from a third party service provider that affects the ability of Dataweavers to provide the Platform or Additional Services, or otherwise comply with its obligations under the Agreement, the Customer must upgrade such third party products and services, in a manner that enables the continuing use of the Platform and Additional Services, and in accordance with the reasonable directions of Dataweavers.

3. Support Services

Dataweavers will provide the following Support Services in relation to the Platform through the web address located at https://support.dataweavers.com/:

1. single point of contact for the Customer to receive by email and telephone notifications of incidents, problems and Defects relating to the Platform. 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. 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. prompt acknowledgment of receipt of each notification from Customer during Hours of Support;
4. during the Hours of Support, communication of 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, management, communication and Resolution of incidents, problems and Defects reported to the Help Desk, including through the use of a temporary solution that will allow the Platform to continue to function as contemplated by the Specifications until such time as the incident, problem or Defect has been Resolved (Workaround); and
6. maintenance of a log or history of all incidents, problems and Defects relating to the Platform,
   (together, the Support Services).
7. Dataweavers will use all reasonable efforts to comply with the applicable Service Levels in performing the Support Services.

4. Emergency changes to production Environment 

1. Dataweavers may make changes to the production Environment (including suspending access to it) where it reasonably considers them necessary to protect the Platform. Dataweavers will endeavor but is not required to provide advance notice of such changes, and will minimize the duration of any such changes where reasonably possible. However, some changes may be permanent.