Service Level Agreement (SLA) – SME Space Heroes – Insider

Welcome to the Team. You have joined us as a GNC Go insider.

This is for You. This application exists for you, the user. From day one we have followed the philosophy that GNC Go will always be developed in close partnership with the people who use it.

Our Partnership. Through our insider partnership, we will work closely with you to better understand the needs of our users, and to help us refine and build on existing functionality – for you, and for users like you.

Insider Feedback. The GNC Go insider partnership gives you a direct channel to provide and discuss feedback and feature requests with us, giving you a voice in shaping the ongoing development of the platform.

Description

GNC Go. Gives you the power to deliver complex projects far more efficiently than traditional tools, by streamlining or automating – your configuration management activities.

Software as a Service. Our application is made available to you as subscription-based software as a service (SaaS), accessed through your web browser.

Default System Hosting. We will provide system hosting, server-side maintenance and backup. This relates to the GNC Go application and the metadata data you store in our system.

Secure Architecture. GNC Go stores data about your files (metadata) and links to your files (https links or plain-text file-paths). You store, and control access to, your files on your own secure servers. By default, GNC Go does not store your files, other than any templates you upload.

Your Sandbox Site. As part of the onboarding process, we will provide you access to your own temporary ‘sandbox’ site, fully independent of your main ‘live’ site. Your sandbox site is a dedicated instance of GNC Go at its own unique URL, which you can use for evaluation, experiment, learning and training. At the end of the agreed sandbox period, the sandbox site and all of its data will be erased (we will notify you before this happens).

Your GNC Go URL. As part of the onboarding process you may provide (name) your chosen subdomain for your live and sandbox sites’ URL. For example: [yourcompany].gncgo.com or [yourcompany-sandbox].gncgo.com.

Use of Connecting APIs. Where relevant APIs are available, we may give you the option of allowing GNC Go access to your secure servers (for example: to add your issued files or populated SMART templates directly into your SharePoint library, or to support other workflows and https storage locations). Opening a connection between our servers and your servers removes a layer of security, and it is your responsibility to appropriately control and limit access to your servers. This includes, but is not limited to, only allowing the minimum access necessary to carry out the intended activities. For security, enabling an API connection requires your explicit Admin-level authorisation.

Data Export and On-Site Backup

Data Storage and Export. You can request a full export of your Content at any time up to 6 months after the Contract end date (early termination date if applicable). We will keep your Content on our servers for 6 months after Contract end, after which time (or earlier at your request) it will be securely erased.

On-Site Data Backup. At your request, we will work with you to establish a secure, regular export of your data to your own on-site servers.

Communication

Through our onboarding process we will nominate and share contact details for:

Your Organisation
Your Account Administrator (‘Admin’): Your nominated representative for account administration and notices.
Your Accounts Team: For invoicing and payments.
Your Company: Your Organisation entering into the Contract.

Our Organisation
Our Account Manager: For account administration, notices and general support.
Our Technical Manager: For all technical support queries.
Our Company: GNC Space Limited.

Price and User Tiers

First Year Introductory Offer. 50%-off introductory offer applies for your first year (12 months from first access, including any free evaluation access) and includes all SME Space Heroes user tiers.

Your Starting Package. SME Space Heroes, Tier 1 – Up to 30 users (unless otherwise selected).

Free Sandbox Trial. Alternatively, you may opt for a free 3-month sandbox-only trial (free evaluation access). This trial is governed under our Contract (as defined below). You can upgrade your trial at any time to any SME Space Heroes tier.

Changing User Tiers. If your number of active (i.e., not disabled) users exceeds your current user tier, we will automatically upgrade your account to the next user tier and notify you of the change.

Price. Subscription fees are based on user tiers and are published and updated from time-to-time on our website at https://gncgo.space/pricing.

Price Changes. From time-to-time we may update (change) our pricing. Your subscription will also change if you change user tiers. We will notify you in advance of any change to your subscription payment.

Currency. Where we agree that payments may be made in your local currency not listed on our website, your subscription payment amount will be determined by a spot-rate currency conversion carried out prior to (within 14 days of) a pricing update notice. This means that monthly payments won’t fluctuate with exchange rate every month. All automated direct debit or one-off payments made using the GoCardless payment system are made free of currency conversion fees.

Payment Frequency. Subscription payments may be made either on a monthly or an annual basis, as described below.

Pay Monthly

Payment. Monthly subscription payments are due in advance of the subscription month, by the 1st day of each calendar month.

Method of Payment. Monthly subscription payments must be made by automated direct debit (through the GoCardless payment system).

Invoices. For your records, monthly invoices will be provided by email to your nominated accounts team.

Upgrades. Any user tier change will be automatically reflected in your next monthly subscription payment amount.

Refunds. No refunds or credits can be offered on cancellation of a monthly subscription*¹.

Pay Annually

Payment. Annual subscription payments are due in advance, by the 1st day of each subscription year (12-month periods from the start of this SLA).

Method of Payment. Annual subscription payments must be made by either:

• automated direct debit or one-off payments using the GoCardless payment system (allowing you to make payments in your own currency without conversion fees);
• bank transfer (where any currency conversion or other transaction fees this incurs are at your own cost).

Invoices. For your records, annual invoices will be provided by email to your nominated accounts team.

Upgrades. Whenever you’re ready to upgrade your subscription (user tier) we will invoice the difference for the remainder of the annual subscription period and update future annual invoices accordingly.

Refunds. We can provide a full refund for cancellation within 30 days of an annual payment. After 30 days no prorated refunds or credits can be offered for partially used subscriptions*¹.

*¹Discretionary Refunds. At our sole discretion, we reserve the right to refund a portion of your subscription fee equal to the remaining unused term of the subscription period, as we determine appropriate or as may be required by applicable law, in situations where:

• we materially modify our Terms, Data Processing Addendum or SLA during a billing period, and such modification adversely affects you, and you have provided formal notice of cancellation of the Service; or
• a modification or interruption of any part of the Service adversely affects you and any alternative remedies which may be specified in our Terms are not available.

Availability

Availability Hours. We will use reasonable efforts to ensure that our system is provided on an always-on, always-available basis: 24hrs a day, 365 days a year*².

*²Uptime and Updates.

• We will use reasonable efforts to ensure the Service is always available, however it is possible that on occasion the Service may be unavailable, to permit maintenance or other development activity to take place, or due to events beyond our reasonable control.
• Our software updates are pushed direct to your browser.
• When updates are available, you’ll get a message inviting you to ‘click-here’ (when you’re ready) to instantly start using the new version.
• In other words, a software update takes as long as your browser takes to refresh a page.

Contract

Our Service. GNC Go (‘Service’) is provided by GNC Space Limited (‘us’ and ‘we’).

Our Contract. This SLA along with the Terms and, where applicable, our Data Processing Addendum, form the contract (‘Contract‘) between us.

Agreement of the Contract. By entering into this SLA, you are agreeing to the Terms and, where applicable, our Data Processing Addendum. Please read the Terms and, where applicable, the Data Processing Addendum, carefully before you enter into this SLA.

Policies. Our Policies provide further information on specific aspects of our Service. By using our Service, you acknowledge that you have read and understood our Privacy Policy and our Cookie Policy.

Your Organisation. If you are using the Service on behalf of an organisation or entity (‘Organisation’) then you confirm that you are authorised to, and do in fact, agree to the Contract on behalf of the Organisation, you also confirm that, by agreeing to the Contract on behalf of the Organisation, the Organisation is bound by the Contract, and ‘you‘ and ‘your‘ refers to both you and the Organisation.

Term. This SLA and the remainder of the Contract will apply from the date you accept this SLA until termination of your subscription or earlier termination of the Contract in accordance with the Terms.

Termination or Renewal

Effective Termination. If the Contract is terminated, you will still be able to access the Service for 4 full weeks after the termination date, after which you will not have Service access.

Changes

Modification of the SLA. From time to time, we may update or otherwise modify this SLA. The current, up-to-date version of this SLA will be available at https://gncgo.space/legal/sla-sme-space-heroes-insider. You are responsible for ensuring you are familiar with the latest SLA.

Notice of Modification. We will provide you with written notice of any material changes to this SLA at least thirty (30) days prior to the date the updated version is effective, unless those material changes address new features of the Service, or are required by laws, regulations or requirements from telecommunications providers, in which case changes may be effective immediately. We will provide update notification via the notification email address you register with us.

Following such notice. Your continued use of the Service on or after the date the updated version of this SLA is effective and binding, as indicated at the top of this SLA, constitutes your acceptance of the updated version of this SLA. If you do not agree to the updated version of this SLA, you must notify us and stop using the Service immediately.

Other Variations. Except as set out above, any variation to this SLA must be in writing and signed by both parties.

Responsibilities

Your Feedback. We really (really) want to hear your feedback on every aspect of the system. Everything that’s good for you, everything you’d love to change, tweak, add or remove; and any new features that’ll help you be more productive. So, our responsibilities to each other are all about making GNC Go even better for its users.

Improving your Experience. The quality and quantity of your feedback is key for the success of this Insider Programme; both for the quality of your experience and for making the application even better in the future.

We Will. Provide a reasonable level of help and support as you get your system up and running. Facilitate an ongoing feedback process using online collaboration tools. Carefully consider your feedback and let you know what’s been added to our development pipeline, or what’s not; and update you with details of new releases.

You Will. Use GNC Go to your heart’s content and tell us all about the experience through our feedback process.

The Whole Team Will. Commit to making this a great partnership!

Additionally, you (your Organisation and your users) and we (GNC Space) must act in accordance and compliance with the Terms.

Support

Help is at Hand. We’re invested in your success. If you need help – please let us know!

General Technical Support
Raised by: Any user.
Contact: GNC Go support.
Normal Hours: 9am-5pm (CET) weekdays. Not available weekends.
Response Target: Under 120 minutes.

Emergency Technical Support
Raised by: Your nominated account Admin only.
Notification: Phone, and SMS “Priority Support” to Technical Manager.
Normal Hours: 8am-8pm (CET) weekdays. Not available weekends.
Response Target: Under 60 minutes.