Service description: Elastic specialist advisory

This Service Description describes the standard operational content and delivery model of the Observata Service: Elastic Specialist Advisory, a recurring HYPR Serve specialist advisory service. It applies where an Order Form identifies the Service by name and incorporates the applicable HYPR Serve Service Agreement. The Order Form determines the commitment term, commercial model, ordered scope and any agreed variation.

1 Service overview

1.1 Service purpose. Elastic Specialist Advisory gives Customer recurring access to specialist capability for its Elastic environment. The Service supports Customer in improving, configuring, optimising, governing and evolving that environment through structured interaction, agreed priorities and practical advice directed towards defined, verifiable outcomes.

1.2 Advisory scope. The Service is primarily advisory. Customer continues to operate and control its own environment unless an activated Outcome, Order Form, Project Specification or other accepted commercial scope expressly assigns implementation or operational work to Observata.

1.3 Service priorities. Actual priorities depend on Customer needs, the Order Form and the agreed service scope. The activities described below are available focus areas; they are not all included in every engagement.

2 Standard service content

2.1 Advisory focus areas. The standard delivery model includes access to a designated Elastic specialist and recurring review of priorities, backlog, current issues, improvement areas and possible Outcomes. Within the specialist's competence and the ordered scope, advisory work may address:

• architecture, configuration and technical design;
• performance, cost, capacity, data and ingest optimisation;
• dashboards, visualisation, APM and observability;
• upgrades, lifecycle planning and technical enablement;
• Elastic-related security, search, machine learning and AI use cases.

2.2  Recommendations and specialist coordination. Observata may provide recommendations, documented actions or enablement where appropriate, and may coordinate other Observata specialists when the agreed priority requires additional competence.

3 Delivery model and cadence

3.1 Delivery model and cadence. Elastic Specialist Advisory is delivered remotely. The Service includes a 45-minute structured advisory session every two weeks. Additional sessions and communication by email, chat or similar channels may be provided at Observata’s discretion on a reasonable-efforts basis and do not create guaranteed availability or response times. On-site delivery is provided only for an activated Outcome or separately agreed engagement.

3.2 Service hours. Elastic Specialist Advisory is provided during normal local business hours applicable to the Customer Site identified in the Order Form, unless otherwise stated in the Order Form.

3.3 Prioritisation. The parties review and reprioritise active needs during the engagement. Observata may recommend an Outcome or separate work where a priority requires defined delivery scope, material implementation or additional commercial authority.

3.4 Commitment term. The Service may be ordered for an annual or quarterly commitment. The Order Form states the applicable term, renewal choice and commercial model.

4 Designated specialist

4.1 Designated specialist. A designated specialist is included, Observata will use reasonable efforts to maintain continuity. Observata may substitute another suitably qualified specialist where reasonably necessary, provided that the substitution does not materially reduce the standard of the Service. A designated specialist is not a key-person dependency unless the Order Form expressly states otherwise.

5 Between-session support

5.1 Between-session access. The Service may include reasonable questions, clarification, coordination and limited advisory interaction between scheduled sessions. This access is bounded by the purchased Service and does not create response-time commitments unless the Order Form or an expressly incorporated Support Policy states them.

5.2 Between-session boundaries. Between-session support does not include unlimited asynchronous consulting, substantial implementation, prolonged investigation, unrestricted backlog execution, 24/7 support or incident response.

5.3 Additional work. Where a request becomes substantial or falls outside the recurring advisory scope, Observata may propose an activated Outcome, additional OCUs, hourly or time-and-materials work, fixed-fee work or another agreed commercial arrangement.

6 Customer responsibilities

6.1 Customer cooperation. Customer will provide timely access, information, personnel, permissions, decisions and approvals reasonably required for the Service. Customer is responsible for maintaining required licences and permissions, backups, internal change control and approval of production changes.

6.2 Authorised Representatives. Customer will identify Authorised Representatives with appropriate authority to set priorities, approve work and give operational instructions within the scope communicated to Observata.

7 Operational authority and implementation

7.1 Operational authority. Recommendations, architecture or configuration reviews, troubleshooting assistance and participation in implementation do not by themselves transfer responsibility for Customer's environment to Observata. Customer retains operational authority over its systems and business decisions unless the agreed scope expressly provides otherwise.

7.2 Implementation work. Material implementation work must be expressly included in an activated Outcome, Order Form, Project Specification or other accepted commercial scope. Customer retains approval authority for production changes unless expressly agreed otherwise.

8 Elastic Support, Outcomes and OCU

8.1 Elastic Support. Elastic Specialist Advisory complements, but does not replace, Customer's applicable Elastic vendor support. The Service focuses on specialist guidance, architecture, optimisation, enablement, prioritisation and practical advisory support. Vendor-level product support remains subject to Customer's arrangements with Elastic or another applicable provider.

8.2 Elastic dependencies. Observata does not control Elastic's support services, product behaviour, roadmap, lifecycle decisions or upstream commitments.

8.3 Outcomes. Recurring advisory may identify and prioritise work suitable for the HYPR Serve Outcome Catalogue. Each Outcome has defined scope, prerequisites, deliverable or expected result and OCU cost in the applicable Outcome Catalogue. Outcomes are activated under the HYPR Serve Service Agreement. No separate Outcome Order Form is required where the work falls within Customer's existing entitlement, available OCU pool or other pre-agreed commercial authority.

8.4 Subscription and OCU. Elastic Specialist Advisory is provided as a recurring paid Service under the commercial terms stated in the Order Form. Where the Order Form also includes an OCU commitment, those OCUs may be used for eligible Outcomes. The HYPR Serve Service Agreement governs Outcome activation, reservation and consumption of OCUs; the applicable Outcome Catalogue defines the scope and OCU cost of each Outcome.

9 Service boundaries

9.1 Service exclusions. Unless expressly ordered, Elastic Specialist Advisory does not:

• operate Customer's environment or provide a managed service;
  • provide 24/7 monitoring, 24/7 support or incident response;
• include unlimited consulting or implementation of every recommendation;
• guarantee business outcomes or third-party product behaviour;
• include third-party licences or replace Customer governance and approval processes.

10 Customer environment access

10.1 Customer environment access. Elastic Specialist Advisory does not require Observata to have access to the Customer’s environment. Customer may, at its discretion, grant temporary or ongoing access where this supports the advisory work. Any such access is governed by the confidentiality and information-security requirements of the Governing Agreement.

10.2 Continuous diagnostics. Customer may elect to use an Observata-provided diagnostics capability to support continuous health checks of the Elastic environment. The scope, data access and operation of that capability are subject to the applicable service terms and any agreed technical or data-processing requirements.

11 Reporting and Service Advisor

11.1 Service Advisor. Where a Service Advisor is included, the Service Advisor may coordinate the engagement, facilitate recurring reviews, review priorities, discuss possible Outcomes, coordinate specialist resources and provide operational reporting. The Service Advisor does not make decisions or approve work for Customer.

11.2 OCU reporting. Where OCUs apply, Observata will provide reasonable visibility of reserved, consumed and remaining OCUs through periodic Service Advisor reporting, a Customer portal where available or another reasonable reporting mechanism.

12 Third-party dependencies

12.1 Third-party dependencies. Delivery may depend on Elastic software, Customer infrastructure, Customer licences, third-party integrations and other Third-Party Services. Customer will maintain the access, licences and dependencies required for its environment. Observata remains responsible for its own agreed Services.

13 Document governance

13.1  Document scope. This Service Description governs only the standard operational content and delivery model it expressly describes. The applicable Order Form, Governing Agreement and HYPR Serve Service Agreement govern their assigned subjects and apply according to their functional precedence. This Service Description does not create a separate confidentiality, information-security, data-protection or liability regime.

13.2  Support Policy. The Support and Operational Services Policy does not apply automatically. If the Order Form expressly incorporates that policy, it applies only to the extent stated there.

13.3  Service Description updates. Observata may update this Service Description in accordance with the applicable Governing Agreement. The version applicable to an Order or Renewal Term is determined by the Governing Agreement and Order Form, not by the URL alone. Previous versions remain identified by version and Document Effective Date.

13.4  Publication. This Service Description is published within the HYPR Serve Service Family repository at https://observata.com/legal/services/serve/.