HYPR Vision serviced

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

1 Service purpose

1.1 Serviced model. HYPR Vision Serviced is a recurring managed observability service under which Observata provides and operates the managed HYPR Vision service environment and assumes operational, engineering, lifecycle, availability and performance responsibility for the components included within the Serviced scope.

1.2 Responsibility principle. Observata provides, operates, maintains and develops the supported HYPR Vision platform and the underlying service infrastructure supplied as part of the Service. Observata also leads the technical development of the Customer's observability capability, including telemetry engineering, data modelling, standardisation and continuous improvement. Customer retains responsibility for its source systems, business applications, business priorities, data ownership, risk decisions and other components outside the managed Service boundary.

2 Standard service content

2.1 Managed service infrastructure. Observata provides and manages the infrastructure components included within the HYPR Vision Serviced scope, including capacity, platform dependencies, maintenance and reasonable technical scaling required for delivery of the Service.

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

2.3 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.

2.4 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.

2.5 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.

2.6 Lifecycle and maturity. Observata owns the governed lifecycle and maturity process for the managed Service environment, identifies material lifecycle risks and improvement priorities, and plans and executes upgrade, optimisation and maturity activities within the Serviced responsibility model.

2.7 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.

2.8 Implementation and transition. Standard implementation, onboarding or transition required to establish the Serviced environment 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.

2.9 Optimisation. Observata reviews and operates the managed Service environment with reasonable optimisation relating to platform health, performance, capacity, data quality, cost, telemetry design and operational effectiveness.

2.10 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 Service.

3 Operational responsibility

3.1 Managed service responsibility. Observata assumes day-to-day operational responsibility for the managed HYPR Vision platform, the service infrastructure supplied by Observata and the observability engineering activities included within the Service.

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 Operational actions. Observata may perform routine platform and infrastructure changes, configuration, maintenance, scaling and lifecycle actions required to operate the managed Service. Material Customer-impacting changes remain subject to applicable change controls and approvals.

3.4 Lifecycle responsibility. Observata owns and executes lifecycle and maturity management for the managed HYPR Vision service environment, including planning, coordinating and carrying out required platform and service-infrastructure lifecycle activities within the agreed Service scope.

3.5 Customer systems boundary. Customer remains responsible for source systems, applications, endpoints, Customer networks and other Customer-controlled components outside the managed Service environment, even where those components send data to or depend on 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, availability and performance matters, lifecycle 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 service health, availability, performance, lifecycle, capacity, risks, incidents, priorities, improvement actions, Credit consumption and planned changes.

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

5 Service levels, availability and performance

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 managed HYPR Vision service environment. Routine operational management, lifecycle activities and planned changes are performed in accordance with Observata's operating processes, while incidents affecting the managed Service may be handled through Technical Support on a 24/7/365 basis.

5.3 Availability commitment. Observata will use commercially reasonable efforts to maintain monthly availability of at least 99.9% for the managed HYPR Vision service environment within the components under Observata’s control (“Availability Target”). Availability is measured separately for each calendar month.

5.4 Availability measurement. Monthly availability is calculated as the percentage of total minutes in the applicable calendar month during which the managed HYPR Vision service environment is available for its intended use, excluding Excluded Downtime. “Excluded Downtime” means agreed or notified scheduled maintenance; emergency maintenance reasonably required to protect security, stability or service continuity; Customer-caused events; failures or unavailability of Customer-controlled systems, infrastructure or connectivity; Customer-requested changes; suspension permitted under the Governing Agreement; force majeure events; and other circumstances outside Observata’s reasonable control. Downtime caused by a Third-Party Service supplied or managed by Observata as part of the Serviced environment is not excluded solely because a third party provides the affected component.

5.5 Supplier dependencies. Where a Third-Party Service is selected, supplied or managed by Observata as part of the Serviced environment, Observata remains responsible for managing that dependency within the Service and the dependency remains within the Availability Target unless the Order Form expressly states otherwise. Dependencies controlled or supplied by Customer remain outside the Availability Target unless expressly assigned to Observata.

5.6 Service credit. If monthly availability falls below the Availability Target, Customer is entitled to a service credit calculated against the Credits consumed for HYPR Vision Serviced during the affected calendar month as follows: 5% where availability is below 99.9% but at least 99.0%; 10% where availability is below 99.0% but at least 95.0%; and 15% where availability is below 95.0%. The service credit is added to Customer’s available Credit balance and may be used for future eligible Services. It is not refundable or exchangeable for cash. The maximum service credit for any calendar month is 15% of the Credits consumed for HYPR Vision Serviced during that month. Customer must request the service credit within thirty (30) days after the end of the affected month. Subject to any mandatory rights that cannot be excluded, this service credit is Customer’s exclusive monetary remedy for failure to meet the Availability Target.

5.7 Performance responsibility. Observata is responsible for reasonable capacity management, configuration, optimisation and performance management of the managed HYPR Vision service environment within the supported workload and Service scope. Observata will investigate and take reasonable corrective action where platform performance materially degrades within components under Observata's control.

5.8 No universal performance metric. Unless expressly stated in the Order Form or another applicable Service document, the Service does not include a universal numerical guarantee for query latency, ingest latency or another workload-dependent performance measure.

5.9 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 dependencies.

6 Commercial model

6.1 Commercial measurement. The commercial measurement model applicable to HYPR Vision Serviced 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 Serviced 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, approvals and technical prerequisites reasonably required to establish and deliver the Service.

7.2 Source systems and connectivity. Customer is responsible for the operation, availability, security and support of Customer-controlled source systems, applications, endpoints, connectivity and dependencies outside the managed Service environment, except for components expressly assigned to Observata.

7.3 Business and data responsibilities. Customer remains responsible for business priorities, application ownership, data ownership, data-source decisions, legal and regulatory decisions, risk decisions and activities outside Observata's managed Service responsibility.

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 changes to Customer-controlled systems.

8 Service boundaries

8.1 Managed Service boundary. HYPR Vision Serviced includes the managed HYPR Vision platform and service infrastructure expressly supplied or managed by Observata. It does not transfer operation of Customer source systems, business applications, endpoints, networks or unrelated Customer infrastructure to Observata unless expressly agreed.

8.2 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 Serviced scope unless expressly agreed.

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

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

8.5 Third-party dependencies. Third-Party Services remain subject to their provider terms, lifecycle and service behaviour. Observata will manage Third-Party Services included within the managed Serviced environment in accordance with clause 5.5, but does not assume responsibility for Customer-controlled third-party dependencies outside that boundary.

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 Serviced 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.