HYPR Vision operated

This Service Description defines the standard content and delivery model of HYPR Vision Operated. It applies where the Order Form identifies HYPR Vision Operated. The applicable HYPR Vision Service Agreement governs the commercial measurement and Credit-consumption mechanics for the ordered Service.

1 Service purpose

1.1 Operated model. HYPR Vision Operated is a recurring managed observability service under which Observata assumes day-to-day operational responsibility for the supported HYPR Vision platform and an active engineering responsibility for developing and maintaining the Customer's observability capability within the agreed Service scope. The platform operates within Customer-controlled infrastructure or another Customer-controlled environment.

1.2 Responsibility principle. Observata operates, maintains and develops the supported HYPR Vision platform and leads the technical development of the Customer's observability capability within the agreed Service scope. This includes platform operations, telemetry architecture, data modelling, standardisation, onboarding patterns and continuous improvement. Customer retains responsibility for the underlying Customer-controlled infrastructure, business priorities, application ownership, risk decisions and activities outside the agreed Service scope.

2 Standard service content

2.1 Platform operations. Observata performs the routine operational activities required to operate and maintain the supported HYPR Vision platform, including platform administration, configuration, operational health activities, lifecycle execution and reasonable incident-related platform actions within the agreed scope.

2.2 Observability engineering. Observata designs, builds, maintains and evolves the technical structures required for the Customer's observability capability within the supported scope. This may include telemetry architecture, ingestion patterns, data models, field and naming conventions, normalisation, enrichment, reusable configurations, dashboards, alerts and other standard observability artefacts.

2.3 Data modelling and standardisation. Observata develops and maintains appropriate data models and standardisation patterns for telemetry included in the Service. This includes reasonable mapping, normalisation, schema alignment, naming conventions and related technical structures required to create consistent and reusable observability data across the supported environment.

2.4 Source and use-case onboarding. Observata supports and performs the technical onboarding of agreed telemetry sources and observability use cases within the standard Service scope, including configuration, integration, data transformation, validation and the creation or adaptation of relevant observability artefacts.

2.5 Lifecycle and maturity. Observata owns the governed lifecycle and maturity process for the supported platform and observability capability, identifies material lifecycle risks and improvement priorities, and plans and executes agreed upgrade, optimisation and maturity activities within the Operated responsibility model.

2.6 Technical expertise. The Service includes access to HYPR Vision specialists for architecture, configuration, telemetry, ingest, performance, capacity, dashboards, APM, integrations, data lifecycle and other observability-related matters within the supported scope.

2.7 Implementation and transition. Standard implementation, onboarding or transition required to establish the Operated Service are included. This may include discovery, architecture validation, platform configuration, telemetry onboarding, standard integrations, access configuration, technical workshops, documentation and service activation. Bespoke or materially non-standard work may require a Project Specification or separate agreed scope.

2.8 Optimisation. Observata reviews and operates the supported platform and observability capability with reasonable optimisation relating to platform health, performance, capacity, data quality, cost, telemetry design and operational effectiveness.

2.9 Enablement. Observata may provide practical guidance, knowledge transfer, technical workshops and recommendations to Customer personnel where relevant to the Customer's retained responsibilities and use of the supported platform.

3 Operational responsibility

3.1 Observata operational responsibility. Observata assumes day-to-day operational responsibility for the supported HYPR Vision platform and for the observability engineering activities assigned to the Service. This includes routine platform administration, operational maintenance, configuration, lifecycle execution, telemetry engineering, data modelling and reasonable technical changes required to maintain and develop the supported observability capability.

3.2 Engineering authority. Within the agreed Service scope and operating authority, Observata may create, configure, modify and maintain telemetry integrations, ingestion logic, data models, dashboards, alerts and related observability artefacts without requiring a separate project for each routine change. Material changes affecting Customer systems, business logic or agreed governance remain subject to applicable Customer approval.

3.3 Customer-controlled infrastructure. Customer remains responsible for the infrastructure on which the supported platform operates, including compute, network, storage, operating environment and other Customer-controlled dependencies, except to the extent the Order Form expressly assigns a component to Observata.

3.4 Operational actions. Observata may perform routine platform changes, configuration, maintenance and lifecycle actions within the agreed operating authority. Material Customer-impacting changes remain subject to applicable change controls and approvals.

3.5 Lifecycle responsibility. Observata owns and executes lifecycle and maturity management for the supported HYPR Vision platform and observability capability, including planning, coordinating and carrying out required lifecycle and improvement activities within the agreed Service scope.

3.6 Responsibility boundary. Observata's operational responsibility does not automatically extend to Customer applications, business services, infrastructure operations, network operations, operating systems or other systems merely because they provide telemetry to or interact with HYPR Vision.

4 Service governance

4.1 Service Advisor. A Service Advisor or equivalent Observata service lead coordinates the service relationship, service reviews, operational health, lifecycle priorities, observability engineering priorities, maintenance planning, Credit visibility, relevant incidents and escalations, and vendor or specialist coordination.

4.2 Service reviews. The parties will conduct recurring service reviews at a reasonable cadence appropriate to the Customer environment. Reviews may cover platform health, observability engineering, lifecycle, risks, incidents, priorities, improvement actions, Credit consumption, capacity and planned changes.

4.3 Roadmap. Observata maintains a practical operational, engineering, lifecycle and improvement roadmap for the supported HYPR Vision environment. Customer determines business priorities and approves material Customer-impacting changes where approval is required.

5 Support and service levels

5.1 Technical Support. Technical Support is included and is available 24 hours per day, 7 days per week, 365 days per year in accordance with the Support and Operational Services Policy, including the applicable severity classification and Target Initial Response commitments.

5.2 Operational responsibility. Observata provides ongoing operational management of the supported HYPR Vision platform and the observability engineering activities assigned to the Service. Routine service-management and planned operational activities are performed during the applicable Operational Support coverage window. Incidents affecting the supported platform may be handled through Technical Support on a 24/7/365 basis in accordance with the Support and Operational Services Policy.

5.3 Availability and performance boundary. HYPR Vision Operated does not include an end-to-end platform availability or performance commitment. Observata is responsible for the operation, configuration and reasonable performance management of the supported HYPR Vision platform within its operating authority, but availability and performance may depend on Customer-controlled infrastructure, capacity, network, storage, Third-Party Services and other dependencies outside Observata's control.

5.4 No resolution guarantee. Target Initial Response commitments are not guarantees of restoration or permanent resolution. Resolution depends on issue complexity, Customer cooperation, Customer-controlled components and relevant Third-Party Services.

6 Commercial model

6.1 Commercial measurement. The commercial measurement model applicable to HYPR Vision Operated is determined by the applicable Order Form and HYPR Vision Service Agreement. This Service Description does not define or restrict the commercial measurement unit used for the Service.

6.2 Credit consumption. Credit measurement, consumption, reporting and entitlement mechanics are governed by the applicable HYPR Vision Service Agreement and the Governing Agreement.

6.3 Operational independence. The applicable commercial measurement model does not change the standard Operated service content, operational responsibility model or service boundaries defined in this Service Description unless the Order Form expressly states otherwise.

7 Customer responsibilities

7.1 Access and cooperation. Customer will provide timely access, information, permissions, contacts, change windows, approvals and technical prerequisites reasonably required to establish, operate and deliver the Service.

7.2 Underlying infrastructure. Customer is responsible for the operation, availability, maintenance, capacity and security of Customer-controlled infrastructure and other dependencies on which the supported platform relies, except for components expressly assigned to Observata.

7.3 Business and data responsibilities. Customer remains responsible for business priorities, application ownership, data ownership, source-system ownership, risk decisions and activities outside Observata's platform operating and observability engineering responsibilities.

7.4 Third-party rights. Customer will maintain licences, subscriptions, vendor support rights and permissions required for Customer-provided Third-Party Services unless the Order Form expressly assigns them to Observata.

7.5 Decisions and approvals. Customer remains accountable for decisions and approvals that fall outside Observata's agreed operating authority, including material business-impacting changes and Customer-controlled infrastructure decisions.

8 Service boundaries

8.1 Not infrastructure operations. HYPR Vision Operated does not transfer general operation of Customer infrastructure, networks, operating systems, applications or unrelated systems to Observata, even where those systems support or provide telemetry to the HYPR Vision platform.

8.2 Not Serviced. Where Observata is also responsible for supplying or operating the underlying service infrastructure, that responsibility requires HYPR Vision Serviced or an express assignment in the applicable Order Form.

8.3 Observability engineering scope. The Service includes reasonable ongoing observability engineering within the supported environment. Materially bespoke software development, large-scale data transformation programmes, application development, business analytics development or work unrelated to the observability capability is outside the standard Operated scope unless expressly agreed.

8.4 Security operations. The Service does not by itself include SOC, MDR, threat hunting, security incident containment or other HYPR Guard security operations.

8.5 Bespoke work. Materially bespoke development, migrations, major redesigns, non-standard integrations or work outside the standard platform operation, observability engineering, lifecycle and onboarding scope may require a Project Specification, additional commercial entitlement or another agreed service or commercial arrangement.

8.6 Third-party dependencies. Third-Party Services remain subject to their provider terms, lifecycle and service behaviour. Observata will reasonably coordinate relevant vendor matters within the scope of the Service but does not assume responsibility for third-party performance.

9 Document governance

9.1 Relationship to other documents. The Governing Agreement controls general legal matters; the Order Form controls transaction-specific commercial terms; the applicable HYPR Vision Service Agreement controls the commercial measurement and Credit-consumption mechanics; this Service Description controls the standard Operated delivery model; and the Support and Operational Services Policy controls support mechanics.

9.2 Version governance. A later version of this Service Description applies only to a new Order, Renewal Term or express amendment under the Governing Agreement. The current version continues during an active fixed term.

9.3 Published version. The current standard version is made available through Observata's Legal Center. Historical versions remain retrievable where required for active Customer terms.