Below are the terms that make up the Managed Amazon Web Services Solution Schedule. This document was last updated on 11th May 2022 at 09:00 PM Melbourne Time.

  1. How this Software Solutions Schedule works
    1. MSA: This is a Solutions Schedule under the MSA between Vokke and the Client identified in a SOW. The provisions of the MSA, including any and all amendments and variations to it as may be agreed on from time to time, will be incorporated into this Solutions Schedule by reference as if written out here in full. All defined terms used in this Solutions Schedule will have the same meaning as that given in the MSA. All terms of the MSA apply to this Solutions Schedule unless explicitly superseded. Where conflict exists between this Solutions Schedule and the remaining documents forming the MSA, the MSA will determine the precedence.
  2. Definitions
    (a) ‘System Element’ includes any services, systems, components, libraries or source code contained or within a custom software solution, as specified in the SOW.
    (b) ‘Client Information’ means the data, information and materials as reasonably required by Vokke to assist in developing the Services.
    (c) ‘Infrastructure incident’ means an incident related to or contained within System Elements contained within the Amazon Web Services account in question, whereby the availability of the System Elements is degraded or unavailable.
  3. Client Information
    1. The Client must supply the Client Information to Vokke as soon as practicable after the Start Date of the SOW, together with such other information as Vokke reasonably requires in order to perform the Services. The Client must only supply dummy data or copies of the Client’s Information and must not supply access to any Client Information where the modification or loss of such Client Information may adversely affect the Client.
    2. Vokke is under no obligation to perform the Services unless and until the Client Information is received and is in a suitable state to enable Vokke to provide the Services.
    3. Risk and title in the physical items forming part of the Client Information remains with the Client at all times. While Vokke will take reasonable care to prevent physical items forming part of the Client Information in its possession from loss, theft or destruction, Vokke accepts no responsibility in relation to the Client Information.
  4. Supply of Services and Deliverables
    1. The Client acknowledges that due to the nature of the Services, Vokke cannot guarantee timely performance. Vokke will notify and consult with the Client in the event of any material delays or technical difficulties in performing the Services.
    2. The Client acknowledges and agrees that in order to provide the Services Vokke will in its sole discretion choose the languages, frameworks, tools, technologies, patterns and processes to be used in delivering the Service.
  5. The Service
    1. You understand that this agreement allows Vokke to provide remote support assistance to System Elements within your Amazon Web Services account, as defined by the clauses in this agreement. You agree that all costs incurred by using Amazon Web Services are to be paid by you. You understand that the Amazon Web Services account is owned by you.
    2. If an Infrastructure Incident occurs, Vokke will attempt to remotely access the System Elements either via (1) the Amazon Web Services console, or (2) an out-of-band management protocol such as Secure Shell (SSH) and perform remediation activities to rectify the incident. This may involve the provisioning of new resources on Amazon Web Services. Further:
      1. You understand that you are authorising Vokke to access your Amazon Web Services account at any time, and make changes to your infrastructure, configuration and other accounts settings in the interest of providing support. You understand that changes made by Vokke may result in an increase in your fees to Amazon Web Services.
      2. Vokke will attempt to find the most appropriate resources within Amazon Web Services to satisfy the expected availability, security and capacity needs. You understand that the most appropriate resources may change over time.
      3. You understand that Vokke may not be able to remediate all issues, as the root cause may be beyond Vokke’s control. Vokke will use all reasonable ability to resolve issues as they arise.
      4. Vokke is given reasonable and adequate access to the Amazon Web Services console via a dedicated IAM login.
    3. Vokke will ensure a backup schedule is in place. All backups will be performed and managed by Amazon Web Services. Vokke will setup initial backup policies as part of the engagement of this Agreement as follows:
      1. RDS systems will be backed up daily by Amazon’s Relational Database System backup system and retained for 30 days.
      2. If required, Vokke will configure Amazon Web Services to perform a snapshot every 12 hours and keep them for 30 days.
      3. Vokke will test the above backups, if present, 4 times per year to determine restoration capability.
    4. You understand that Vokke is not providing any additional backup system on top of what Amazon Web Services is providing and that the integrity of the backup is not the responsibility of Vokke.
    5. You understand that if you, or anyone other than Vokke, makes changes to any part of your Amazon Web Services Account that affects the System Elements in question, without written approval by Vokke, then Vokke will not be able to perform the Services contained within, and this contract will be immediately suspended until such time that the changes are reversed. Further, any time spent investigating any Infrastructure Incidents while the changes were present will be billed at $180 per hour.
  6. Use of Deliverables
    1. The Client must use the Deliverables solely for the Permitted Use. The Client must not sell, license, transfer, disclose, or otherwise provide access to the Deliverables to any third party, unless Vokke has given its express written consent beforehand, or such use expressly forms part of the Permitted Use.

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