HYPR Vision assisted

This Service Description defines the standard content and delivery model of HYPR Vision Assisted. It applies where the Order Form identifies HYPR Vision Assisted and incorporates the applicable HYPR Vision Service Agreement. The Order Form governs the Customer's Credit commitment, term and commercial terms; the HYPR Vision Service Agreement governs the applicable resource-based commercial mechanics.

1 Service purpose

1.1 Assisted model. HYPR Vision Assisted is a recurring managed observability service for Customers that retain day-to-day operational control of their environment while Observata owns and drives lifecycle execution, technical evolution and maturity progression for the supported observability capability.

1.2 Responsibility principle. Customer remains responsible for daily operations, business priorities and operational decisions. Observata provides the structured specialist capability, governance, implementation support, lifecycle execution and continuous improvement required to develop and sustain the supported HYPR Vision environment.

2 Standard service content

2.1 Lifecycle and maturity. Observata maintains a governed lifecycle view of the supported environment, identifies material lifecycle risks and improvement priorities, and drives agreed upgrade, optimisation and maturity activities within the Assisted responsibility model.

2.2 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.

2.3 Implementation and onboarding. Standard implementation and onboarding are included. This may include discovery, architecture validation, standard platform configuration, telemetry onboarding, standard integrations, technical workshops, documentation and service activation. Bespoke or materially non-standard work may require a Project Specification or separate agreed scope.

2.4 Optimisation. Observata reviews the supported environment and provides or coordinates reasonable optimisation relating to platform health, performance, capacity, data quality, cost, telemetry design and operational effectiveness.

2.5 Enablement. Observata may provide practical guidance, knowledge transfer, technical workshops and recommendations intended to enable Customer personnel to operate the environment effectively under the Assisted model.

3 Operational responsibility

3.1 Customer-operated environment. Customer retains day-to-day operational control of the platform and Customer-controlled infrastructure. Customer is responsible for routine operation, production decisions, business prioritisation and execution of operational activities not expressly assigned to Observata.

3.2 Observata lifecycle responsibility. Observata owns the ongoing lifecycle and maturity process for the supported HYPR Vision capability. This includes identifying required lifecycle actions, maintaining technical direction, planning improvements and driving agreed activities to completion.

3.3 Changes and approvals. Observata may perform implementation, configuration or lifecycle activities where access and change authority have been provided. Customer retains final approval for production changes and Customer-controlled operational decisions unless the Order Form expressly states otherwise.

3.4 Infrastructure. Customer remains responsible for Customer-controlled infrastructure, including its availability, capacity, network, storage, operating environment and related dependencies, except to the extent the Order Form expressly assigns a component to Observata.

3.5 Monitoring boundary. Assisted does not transfer continuous operational monitoring, first-line operations or autonomous incident detection for Customer-controlled systems to Observata unless expressly ordered. Technical Support availability does not by itself create a continuous monitoring obligation.

4 Service governance

4.1 Service Advisor. A Service Advisor or equivalent Observata service lead coordinates the service relationship, service reviews, lifecycle priorities, improvement planning, Credit visibility and relevant 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, lifecycle, risks, priorities, improvement actions, Credit consumption and planned changes.

4.3 Roadmap. Observata maintains a practical lifecycle and improvement roadmap for the supported HYPR Vision environment. Customer determines business priorities and approves material Customer-impacting changes.

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 Support. Operational Support, including Service Advisor and non-incident service-management activities, is provided during Business Hours applicable to the Customer region identified in the Order Form, in accordance with the Support and Operational Services Policy.

5.3 Availability boundary. HYPR Vision Assisted does not include a platform availability commitment for Customer-operated platform components or Customer-controlled infrastructure. Observata's service-level commitments apply to the support and service activities expressly assigned to Observata.

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 Resource-based Credit consumption

6.1 Commercial unit. The commercial unit for HYPR Vision Assisted under the resource-based Service Agreement is the Observed Asset. Each active Observed Asset is assigned to a Resource Class and consumes Credits according to the applicable Assisted rate.

6.2 Applicable rates. Current standard Resource Class rates are published in Observata Pricing.

6.3 Consumption mechanics. Activation, deactivation, pro rata calculation, classification, reclassification, initial implementation consumption and existing-environment takeover are governed by the applicable HYPR Vision Service Agreement.

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 and deliver the Service.

7.2 Daily operations. Customer is responsible for daily operational execution, routine administration and incident handling within Customer-controlled components, except for activities expressly assigned to Observata under this Service Description or the Order Form.

7.3 Supported environment. Customer will maintain supported infrastructure, software versions, vendor entitlements and dependencies reasonably required for safe service delivery, unless an applicable component is expressly supplied or managed by Observata.

7.4 Decisions and priorities. Customer remains accountable for business priorities, risk decisions, production approvals and the consequences of Customer-directed changes.

8 Service boundaries

8.1 Not Operated or Serviced. Assisted does not include transfer of day-to-day platform operations, Customer infrastructure operations or full managed-service responsibility to Observata. Those responsibilities require the applicable HYPR Vision Operated or Serviced service.

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

8.3 Bespoke work. Materially bespoke development, migrations, major redesigns, non-standard integrations or work outside the standard lifecycle and onboarding scope may require a Project Specification, additional Credits or another agreed service.

8.4 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 resource-based commercial mechanics; this Service Description controls the standard Assisted 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 the HYPR Vision Legal Center. Historical versions remain retrievable where required for active Customer terms.