IQGEO HOSTED SERVICES SCHEDULE

The additional terms and conditions set forth in this Hosted Services Schedule, together with the general terms and conditions of the Agreement to which this Hosted Services Schedule is attached as an Annex (the “Terms”), shall govern the provision of Subscription Services on a hosted basis as detailed in a jointly agreed Order Form. Capitalized terms shall have the same meaning as defined in the Terms or within this Schedule.

1. Hosted Services

IQGeo, through partnership with third-party commercial providers (“Third-Party Providers”), will provide a secure cloud architecture that includes the facilities, application servers, database software and hardware, networking hardware and maintenance, primary/redundant power and support services necessary to provide for the Hosted Subscription Services. Customer will be allocated dedicated namespace(s) and/or environment(s), orchestration, networking, computing power and data storage. The complete compute and storage environment, networking capability and capacity, any Third-Party hardware, software or licenses or any other systems that IQGeo uses to provide the hosted functionality for the Subscription Services is hereinafter referred to as the “Platform”.

Provision of Hosted Services includes only the Platform. It therefore does not include any other services, such as IQGeo software licenses, support, training, custom software development, post-production services to maintain custom software, deployment of IQGeo software updates or upgrades, or customer-specific testing. All such non-hosting related services are subject to separate agreements between the Customer and IQGeo.

2. Billing for Hosted Services

Because each Customer’s requirements are unique, IQGeo’s Hosted Services are billed on the basis of the Third-Party Provider costs to IQGeo, plus an additional percentage fee to cover the services that IQGeo provides in monitoring and maintaining the underlying Platform. IQGeo will invoice the Customer each calendar month in arrears, with payment due within 30 days (aligning with IQGeo’s payment terms to its Third-Party Providers).

3. Service Level Agreements

IQGeo commits to providing the Hosted Services using industry standard best practices, with a System Availability of at least 99.9%, as measured in each calendar month. Downtime (i.e. the opposite of System Availability) means the duration of any period of time during which the Platform is unavailable (i.e. servers are down) or there is an error of a severity level that causes the Platform to be substantially unusable by the Customer, provided that such period is not Preventative Maintenance (scheduled downtime).

4. Infrastructure Options

IQGeo will recommend an infrastructure size to form the Platform to the specification that will meet the Customer’s requirements at the time of go live, and provide an estimate for the costs of that infrastructure. In accordance with Section 2 above, Customer will be invoiced for actual usage plus an additional percentage fee. The Customer’s use of the Platform may necessitate the infrastructure resources to be increased to provide consistent performance to the Customer’s end users. IQGeo will seek written approval from the Customer before any significant additional infrastructure is deployed, and the costs are incurred. In the event of Emergency Maintenance (e.g. a severe performance degradation), IQGeo will deploy additional infrastructure without seeking the Customer’s approval, but will advise the Customer as soon as possible after the event.

When considering infrastructure size, Customers may wish to consider the following characteristics of the Platform (which in turn will dictate the cost):

• Number of environments required (see below);
• Backup frequency (default: daily);
• Backup retention period (default: 30 days);
• Backup location (default: in-region);
• Requirement for a dedicated Disaster Recovery environment.

Customers should have at least one non-production environment for testing; each additional environment adds to the overall cost of the Platform. Other software environment options include:

• Development environment: intended for code development.
• User Acceptance Testing environment: to ensure the software is operating according to its defined specifications prior to production rollout.
• Training environment: dedicated to internal users so that they can familiarize themselves with the product.
• Extra environment: additional environments may be added, such as for System Integration Testing.
  
  

5. System Reliability and Security
   • Backups. All storage space dedicated to Customer is backed up with daily in-region backups to protect against complete loss of data. Customers can elect to purchase cross-region backups at additional cost.

• Security. The Subscription Services will be made available in a secure manner via an internet browser and, at Customer’s selection, access will be granted either by connection to the Customer’s identity provider (preferred) or an IQGeo-provided identity service. The Platform is updated regularly to maintain IQGeo’s ISO27001 certification(s) and IQGeo’s operating needs. System performance, network utilization and software operating processes are monitored to ensure system availability as detailed below. Disaster recovery and High Availability may be added to the Subscription Services as a paid option upon request.
• General Service Levels. General Service Levels (SLAs) are specific to IQGeo’s commercial providers, Amazon Web Services (“AWS”), or such other Third-Party Provider as selected by IQGeo, and reflect their policies as managed by IQGeo support. AWS-specific SLAs are available at https://aws.amazon.com/compute/sla/ and are hereby incorporated by reference.
• System Availability. IQGeo shall use all commercially reasonable efforts to meet the specified System Availability; however, if there is any issue (hereafter “Incident”) Customer may refer the Incident to the escalation procedure in accordance with the Product Support Schedule (see https://www.iqgeo.com/terms-and-conditions/on-prem-product-support-schedule).

Overall “System Availability” is defined and calculated as follows

Where:

“A” equals the total available hours in the month;

“B” equals the maintenance time including:

• • Preventative Maintenance and other scheduled maintenance hours agreed with the customer;
  • The total period of time between when IQGeo originally requested authorisation for Emergency Maintenance and the scheduled start time granted by Customer;

“C” equals the Downtime.

Preventative Maintenance. Preventative Maintenance shall mean those activities performed by IQGeo that are necessary or desirable for the continuous provision of overall System Availability, including but not limited to those activities that require the temporary scheduled downtime of Subscription Services. Preventive Maintenance may be planned and performed from time to time by IQGeo. Scheduled Preventative Maintenance windows are scheduled to occur, but may not always occur, for these events at these times:

• • Minor: Weekly, every Wednesday night, 21:00 MST – 23:59 MST;
  • Major: Quarterly, 3rd weekend of last month of the quarter. 18:00 Friday MST – 18:00 Sunday MST.

IQGeo and Customer may agree, in writing, to additional (but not instead of) Preventative Maintenance work at times outside of the above, if so desired by Customer.

Emergency Maintenance. Emergency Maintenance means any maintenance activities performed by IQGeo, or IQGeo’s third-party commercial providers, if they become aware of the likelihood of a system degradation that may result in an imminent further degradation of service and/or total cessation of service (including due to a security risk). Emergency Maintenance activities shall be performed prior to or during the occurrence of such a degradation. Emergency Maintenance shall include such actions that are reasonable and necessary to prevent a further degradation and/or total cessation of service, actions that cannot reasonably be deferred until the next scheduled maintenance period or it could cause a risk of further degradation and/or total cessation of service, and actions that are needed to fully restore service with the least possible impact to end users. IQGeo will seek Customer’s authorization to begin Emergency Maintenance. Downtime will begin to accrue once the customer has authorized the emergency maintenance to begin, and will cease accruing when any Downtime due to the Emergency Maintenance ends. No Downtime will be accrued for the period of time between the Customer being notified and the time when the Emergency Maintenance period actually begins (as this period is under the Customer’s control).

Last updated 

January 5th, 2026