Service terms

These Service Terms are incorporated into and form part of the agreement between NQC Limited (NQC) and the counterparty that has entered into the agreement with NQC (the Customer) for services to be provided by NQC.
 
These Service Terms are split into 3 parts: Service Solutions, Service Charges and Service Levels. Unless defined in these Service Terms, capitalised terms have the meaning set out in the General Terms.

Part One: Service Solutions

1. Solution Descriptions

The Service consists of a number of Solutions which can be licensed individually or collectively to meet a Customer’s specific usage requirements. The Solutions and their features are detailed in this Section 1 of Part One of these Service Terms. 

1.1 MINEAI (Predictive Supply Chain Mapping)

MINEAI allows the Customer to build predictive product supply chains based on available third-party data sources using machine learning with no direct engagement with suppliers.

  • Initiation: To build a predictive product supply chain, the Customer must:
    • Define the context of the product to be mapped: Input the finished ultimate product name and its associated HS Subheading Code (6 digits); and,
    • Define a specific component list or part of: Import using the provided template including the following fields:
      • Supplier organisation name
      • Supplier registered headquarters country code using ISO3166-1 format
      • Supplier product name
      • Supplier product HS Subheading Code (6 digits).
  • Scope: The Platform provides visibility by component based on available third-party data sources and machine learning.

1.2 MAP (Supplier-provided Supply Chain Mapping)

MAP allows the Customer to build confirmed product supply chains based on direct tier-to-tier engagement with suppliers, throughout a Customer defined product supply chain.

  • Initiation: To build a supplier-provided supply chain map, the Customer must:
    • Engage with their direct suppliers: Obtain commitment to provide product supply chain data and sub-tier supplier participation.
    • Define the context of the product to be mapped: Input the ultimate product details:
      • Customer product/batch name
      • Customer product/batch ID
      • Customer product/batch type
      • Customer production location addresses
    • Define a specific component list or part of: Import using the provided template including the following fields:
      • Supplier organisation name
      • Supplier registered headquarters country code using ISO3166-1 format
      • Supplier location address
      • Supplier email address
      • Supplier product part name
      • Supplier product part ID
  • Scope: The Platform provides visibility by component, based on direct tier-to-tier engagement with suppliers.

1.3 SURVEIL (Supply Chain Risk Screening)

SURVEIL allows the Customer to screen supply chains for potential risk exposure with no direct engagement with suppliers.

  • Initiation: To screen supply chains, the Customer must:
    • Define the suppliers to be screened: Import using the provided template including the following fields:
      • Supplier organisation name
      • Supplier registered headquarters country code using ISO3166-1 format
  • Scope: The Platform provides visibility by supplier, against the following risk screening sources:
    • Sanctions
    • Financial
    • Material
    • Location
    • Media
    • Disaster

1.4 ASSURE (Supply Chain Assessment)

ASSURE allows Customers to request that a Supplier shares a completed Assessment from the Assessment Library.

  • Initiation: To request the sharing of a completed Assessment, the Customer must:
    • Engage with their direct suppliers: Obtain commitment to share completed assessment data.
    • Select the assessment: Select from the drop down list of questionnaires.
    • Define the suppliers to be assessed: Import using the provided template including the following fields:
      • Supplier organisation name
      • Supplier registered headquarters country code using ISO3166-1 format
      • Supplier location address
      • Supplier email address
  • Scope: The Platform provides visibility by supplier of a shared Assessment, the Customer can see the Assessment Rating/Award, Assessment answers/evidence and the detailed corrective actions for their Tier 1 Suppliers upon which Customers can set due dates. 
    • The Platform provides visibility for sub-Tier 1 Suppliers of a summary of the Assessment Rating/Award.

    • NQC validates supplier documentary evidence once submitted by suppliers against defined guidelines to ensure evidence meets acceptable criteria. Assessments and evidence can be submitted and validated in English, German, Chinese-Mandarin, Spanish, Brazilian-Portuguese, Italian, French, and Japanese.

2. Technical Platform Specifications

2.1 Hosting and Security

Location: The Platform is hosted within the European Economic Area.

Encryption: Data is encrypted in transit over public networks using TLS protocols. Data is also encrypted at rest.

Backups: Automated full, incremental, and point-in-time-recovery (PITR) backups are performed, protected with AES-256 encryption.

Web Browser Compatibility: Supports the latest versions of Google Chrome, Microsoft Edge, Mozilla Firefox, and Apple Safari.

2.2 Application Programming Interface (API)

The Customer can access the Platform’s API.

The API uses RESTful principles encrypted over TLS 1.2 or 1.3 for its services. All responses are output in JSON. All date and datetime fields are represented in the Europe/London timezone.

In accessing the API, the Customer agrees to adhere to the API Acceptable Use Policy.

2.3 Support Service

Access: Support is available via web chat, ticket or email during Core Hours.

Core Hours: Central European Time 09:00 – 17:00 hrs, Greenwich Mean Time 09:00 – 17:30 hrs, China Standard Time 09:00 – 17:00 hrs, Eastern Standard Time, Central Standard Time, Mountain Standard Time and Pacific Standard Time 09:00 – 17:00 hrs. All Monday to Friday, excluding December 25th and January 1st.

Languages: Support is available in English, German, Chinese-Mandarin, Spanish, Brazilian-Portuguese, Italian, French, and Japanese.

Part Two: Service Charges

1. Platform Licence Fees

Customers must have a valid Platform Licence to use the Solution(s) defined as MINEAI, MAP, SURVEIL, ASSURE.

Platform Licences are available in bands defined as LOCAL, REGIONAL and GLOBAL based on number of users, volume of tier 1 suppliers and integration requirements.

The Platform Licence Bands, and the associated annual fees are described as follows:

  Platform Licence Bands
LOCAL REGIONAL GLOBAL
Annual Fee (including 1 Solution)  €7,500   €18,500   €24,000 
Annual Fee (Per Additional Solution)   €3,000   All Solutions included   All Solutions included 
Platform Features (by Band)
Users 3 20 Unlimited
Tier 1 Suppliers Up to 50 Up to 500 Up to 5,000

Daily API Quota

 The maximum number of calls the Customer can make within a 24 hour period. 

 N/A 1,000 per call type 20,000 per call type

API IP Addresses

 The maximum number of IP addresses that the Customer can call the API from. 

 N/A 1 3

SSO Capabilties

 The authentication method that allows a user to sign into the platform with a single set of credentials. 

 Google/Microsoft Mandated Google/Microsoft Custom User Directory

Domain Access

 The number of different domains (e.g. .co.uk , .com) that can access your organisation account. 

 1 domain 5 domains Unlimited

Digital Onboarding

 Access to training guides/videos, multilingual chat support, and access to monthly success webinars. 

 Included Included Included

2. Solution Credit Fees

In addition to the Platform Licence, for MAP, MINEAI, SURVEIL and ASSURE/ASSURE OWN/ASSURE SAQ, the Customer requires Credits to enable use of the required Solution(s). Credits can be purchased at any time in bundles of 25.

The Credits do not have an expiry as long as a Platform Licence remains in place with no break. No refunds are available for unused Credits if the Platform Licence lapses.

A Credit can not be re-allocated once it has been allocated.

The Credit Fees and the associated conditions etc are detailed as follows:

Solution

Credit Consumption Event

Access Period

Conditions

Per Credit Fee (EUR)

(Based on Platform Licence Band)

 MINEAI 

1 Credit per Tier 1 supplier product  

Access to previously mined data is available to view while a valid Platform Licence is in place. 

Re-running predictive mapping for the same Tier 1 supplier product consumes a new Credit. 

LOCAL - €91

REGIONAL - € 68

GLOBAL - €45

 MAP 

1 Credit per Tier 1 supplier product

 12 months 

  

LOCAL - €182

REGIONAL - €136

GLOBAL - €91

 SURVEIL 

1 Credit per targeted supplier (any tier) 

 12 months 

The targeted supplier is re-surveilled per source at defined intervals during the Access Period. Any updates are available to the Customer. 

LOCAL - €8

REGIONAL - €6

GLOBAL - €4

ASSURE 

1 Credit per Assessment requested (any tier) 

12 months from Assessment completion date  

 

  

LOCAL - €66 

REGIONAL - €50

GLOBAL - €33

ASSURE OWN

1 Credit per Assessment requested (any tier) 

12 months from Assessment completion date  

  

LOCAL - €66 

REGIONAL - €50

GLOBAL - €33

ASSURE SAQ 

1 Credit per SAQ completed (any tier) 

12 months from SAQ completion date 

A shared SAQ cost saving is offered and credited monthly in arrears. A monthly Statement of Account is shared with the Customer which details any accrued SAQ cost savings.

SAQ cost savings are calculated using a 12th of the Credit Fee and total number of Customers that have access to the same SAQ in the month.

The savings can only be used to purchase additional ASSURE SAQ Credits.

NQC will update the Platform with the latest version of the SAQ following its public release by Drive Sustainability and migrate any completed Supplier SAQs to this version as part of the release. The Customer will commit to using the latest SAQ version upon its introduction onto the Platform and recognises that only the latest version will be offered for use.

 €65.49 (All Platform Licence Bands) 

 

Part Three: Service Levels

The purpose of this Part Three is to set out the provisions relating to the Service Levels which NQC are required to achieve when delivering the Services as defined in Part One. 

1. Operating Service Levels

The following Operating Service Levels apply during a Service Period (calendar month):

 Service Level Description   Operating Service Level  
 Platform Availability  The Platform shall be Available ≥ 99% of the time during Core Hours during the relevant Service Period (excluding planned maintenance).  
 Platform Response Time   The Platform Response Time (including, for the avoidance of doubt, the time taken for any necessary processing) shall be on average within ≤ 5 seconds variance during a Service Period. 
 Data Validation Response Time    > 85% of completed Assessments that are shared with the Customer validated in 5 working days during a Service Period.  

1.1 Platform Maintenance

Permitted Maintenance: NQC maintains a schedule for planned maintenance. For non-emergency maintenance outside the schedule, NQC will provide at least three (3) Working Days' notice.

Emergency Maintenance: NQC may carry out emergency maintenance with as much notice as is reasonably practicable to minimize disruption.

1.2 Operating Service Level Calculations

Platform Availability: measured as a percentage of the total time in a Service Period, in accordance with the following formula:

Service Availability % = ((MP-SD) x 100 ) / MP

Where:

  • MP = Total number of minutes, excluding Permitted Maintenance, within the relevant Service Period; and
  • SD = Total number of minutes of Platform Downtime, excluding Permitted Maintenance, in the relevant Service Period.

Platform Response Time: measured from receipt of the last byte of the inbound packet to a response of the first byte of the outbound packet and shall be calculated as the average response time of the Platform over the course of a Service Period.