This document outlines the terms and conditions, service descriptions, and support levels for Node4's Data Support Services. These services provide technical support for Data Analytics Environments, Database Environments, and Data Platforms, offering a flexible model with Maintained, Monitored, and Managed support levels.
The document defines key terms such as Client Responsible Incident, Event, Incident, and Planned Outage, clarifying responsibilities and exclusions in service level agreements. It details specific terms related to ordering, licensing, pre-existing faults, third-party involvement, service upgrades/downgrades, off-boarding, and termination, including data deletion policies.
The document also covers fees, client responsibilities, service provision details like hours of support and features included in each support level, and incident management procedures. It specifies incident priorities, response times, and resolution targets, highlighting exclusions for client-responsible or third-party attributable incidents.
