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Software Service Level Agreement
Conservice ESG (formerly Goby) Software Service Level Agreement (SLA)
Last updated on March 13, 2023
1. Definitions.
1.1. "Account”: a unique agreement between a service provider and Subscriber for products or services, typically designated by a number.
1.2. “Analytics Layer”: Conservice ESG's data visualization suite of dashboards and reports made accessible to Subscriber’s designated users.
1.3. “Primary Data Contact”: the person or people within Subscriber’s organization who is Conservice ESG's primary point of contact for all data-related inquiries and notifications. The Primary Data Contact can be assigned down to a specific Property level.
1.4. “Conservice ESG Standard Flat File”: a specific template excel file created by Conservice ESG which allow for a manual import of data. These files cannot exceed 10,000 rows or a file greater than 10 MB. If a flat file is received not matching this template, additional services may apply.
1.5. "ENERGY STAR Data Pull": Through Conservice ESG's direct API connection with ENERGY STAR Portfolio Manager, Conservice ESG can pull historic data on a property and meter level. Conservice ESG requires that the property level profile is shared at “full access” with Conservice ESG's dedicated ENERGY STAR users (GOBYENERGYSTAR & GOBYAUTOMATION). Conservice ESG is not responsible for profile accuracy, and Conservice ESG will match profile meter setup. If an ENERGY STAR profile requires reconfiguration additional services may apply.
2. Historical Data. Conservice ESG is able to collect historical data for any Account that is enrolled. There are two primary methods of collecting historical data as outlined below. The included dates and methods of processing historical data are dependent on scope of services outlined above in Exhibit A.
2.1. Conservice ESG Standard Flat File: If Subscriber is able to export or extract historical data from an existing system, it can be automatically loaded into Conservice ESG's Software. Conservice ESG has a preferred template for loading historical data that is required to be utilized. Flat Files sent using a format other than the Conservice ESG Standard Flat File template will need to be scoped and priced separately. The timeline to complete data upload is dependent on format provided and if Vendor Accounts have been onboarded previously in Conservice ESG's Software. The dates of historical data are dependent on scope of services outlined above in Exhibit A. The flat file must meet the requirements outlined under the definition above.
2.2. ENERGY STAR Data Pull: Conservice ESG will pull one-time historical data up to the amount of historical data specified in the scope of services. Details under the definition listed above apply.
3. Ongoing Utility Data Acquisition.
3.1. Conservice ESG has four ways of collecting energy and water invoice data on an ongoing basis: 1) Conservice ESG's Standard Flat File Template; 2) ENERGY STAR Data Pull; 3) Utility Aggregate Data; 4) Conservice Utility Bill Pay (Synergy or Capturis) services. WasteX services, Conservice ESG Standard Flat Files, and ENERGY STAR Data Pull are available for waste data. Conservice ESG with the Subscriber determine the collection method for each invoice, depending on preferences, availability and quality. Scope of services will reference data collection methods included in current contract scope. Additional services may apply to utilize additional methods.
3.2. Conservice ESG Standard Flat File Template
3.2.1. Process Description: Subscriber or its vendor emails a designated email address or uploads to an SFTP a flat file (excel or .csv file) data set. The data is extracted & processed, and a copy of the file is uploaded to Conservice ESG's document repository.
3.2.2. Requirements for Setup: Subscriber or its vendors are able to export data from an existing system, it can be automatically loaded into Conservice ESG's Software. Conservice ESG has a preferred template for loading data that is required to be utilized. Flat Files sent using a format other than the Conservice ESG Standard Flat File template will need to be scoped and priced separately. The timeline to complete data upload is dependent on format provided and if Vendor Accounts have been onboarded previously in Conservice ESG's Software. The types of data processed is dependent on scope of services outlined above in Exhibit A. The flat file must meet the requirements outlined under the definition above.
3.2.3. Exceptions:
a. The file is incomplete, illegible, or missing critical identifying information (service address, account number, total amount due, one or more pages, etc.).
b. A file arrives that is not linked to any site of Subscriber’s in Conservice ESG's Software. In these situations, the site must be onboarded consistent with the SOW set forth above before invoice data can be processed.
c. The file received is corrupted or unable to be opened / password protected.
d. The file includes new vendor that have not been onboarded or previously mapped into Conservice ESG's Software may incur additional processing times.
e. A vendor changes its format such that it needs to be re-mapped into Conservice ESG's Software may incur additional processing times.
f. The file is over the designated size limitation of 10 megabytes and/or greater than 10,000 rows.
g. The file is not in English
3.3. ENERGY STAR Data Pull
3.3.1. Process Description: Subscriber is responsible for uploading data directly into ENERGY STAR Portfolio Manager on an ongoing basis. Conservice ESG will pull data directly from ENERGY STAR portfolio manager into the Conservice ESG platform on and ongoing basis as outlined in the services agreement. Conservice ESG is not responsible for the data quality of the utility data that is entered into ENERGY STAR Portfolio Manager.
3.3.2. Requirements for Setup: Subscriber or its vendors will ensure that Conservice ESG has the necessary access to ENERGY STAR Portfolio Manager as outlined in the “ENERGY STAR Data Pull” definition above. The types of data processed is dependent on scope of services outlined in the services agreement.
3.3.3. Exceptions:
a. Subscriber does not provide adequate sharing access to the correct ENERGY STAR Portfolio Manager profiles.
b. Changes in ENERGY STAR Portfolio Manager profiles may result in a requirement to remap appropriate meter data set points in the Conservice ESG platform. This could result in a delay of data processing and possible add services.
c. Subscriber recognizes that ENERGY STAR Portfolio Manager is a 3rd party managed platform which Conservice ESG has no control over. In the event that this online portal is not available Conservice ESG is not responsible for the delay that may be caused. In the event that this should occur, Conservice ESG will resume services as described under Exhibit A Scope of Services once data is available.
d. This scope of work assumes that the API connection Conservice ESG has created with ENERGY STAR Portfolio Manager is still applicable. Should the EPA adjust their ENERGY STAR Portfolio Manager Application, Conservice ESG will work to reconfigure the necessary API connection if feasible. This may cause a delay in services. If reconfiguration is not deemed reasonably feasible, Conservice ESG will provide direction to Subscriber for adjusting to one of the other Ongoing Utility Data Acquisition Methods.
3.4. Utility Aggregate Data
3.4.1. Process Description: On an ongoing basis as defined under Exhibit A Scope of Services, Conservice ESG will utilize online login access or flat files to pull utility data to process directly from the Utility providers into the Conservice ESG platform.
3.4.2. Requirements for Setup: Subscriber is responsible for sharing with Conservice ESG online login credentials at initial setup and updating/maintaining credential details as necessary. Subscriber or its vendors will ensure that Conservice ESG has the necessary access to online portals. The types of data processed is dependent on scope of services outlined above in Exhibit A.
3.4.3. In the event aggregated data or individual tenant data is needed from the utility, Conservice ESG will submit completed documentation including LOAs to the utility on the Subscriber’s behalf. Subscriber is responsible for communicating directly with their tenants and acquiring the necessary information, including signatures, on the LOA. If the utility service provider rejects the LOA for any reason the Subscriber is responsible for communicating the needed changes with their tenant. Conservice ESG may share best practices for requesting this data from tenants and direct Subscriber to utility service provider websites for additional guidance. If Subscriber wants Conservice ESG to facilitate the process, the request must be made in writing and hourly consulting fees will apply.
3.4.4. Conservice ESG is not responsible for monitoring LOA expiration dates but will notify Subscriber when we become aware data is no longer accessible.
3.4.5. Exceptions:
a. Conservice ESG is not responsible for updating utility login credential details. If a login credential expires or changes, the Subscriber is responsible for notifying Conservice ESG to avoid a delay in invoice processing. Conservice ESG does not guarantee that an update to these credentials will not cause a delay. In the event that data is missing due to change in credentials, Conservice ESG will go back and fill in the gaps where available by the utility provider and if under the scope of services outlined under Exhibit A.
b. A utility account is not linked to any site of Subscriber’s in Conservice ESG's Software. In these situations, the site must be onboarded consistent with the SOW set forth above before invoice data can be processed.
c. A vendor changes its format such that it needs to be re-mapped into Conservice ESG's Software may incur additional processing times.
d. Subscriber recognizes that online utility access is through 3rd party managed platforms which Conservice ESG has no control over. In the event that this online portal is not available Conservice ESG is not responsible for the delay that may be caused. In the event that this should occur, Conservice ESG will resume services as described under Exhibit A Scope of Services once data is available.
e. LOA expires, preventing Conservice ESG from making the request for aggregate data from the utility provider. In the event the LOA expires, Conservice ESG is not responsible for the delay that may be caused. In the event that this should occur, Conservice ESG will resume services as described under Exhibit A under Scope of Services once a new LOA is provided by the Subscriber.
f. Invoices can only be processed for energy or water data. Waste is excluded from this data processing option.
4. Retention Policy. Conservice ESG never deletes your utility data. Data that is 5 years old or less is accessible through Conservice ESG's Software and will remain populated in all dashboards and reports. Data that is over 5 years old is archived on Conservice ESG's secure servers and is accessible within 3 business days by submitting a support ticket.
5. Software Availability. The Conservice ESG Software will be available to all Subscribers twenty-four (24) hours a day, seven (7) days a week, subject to the terms and conditions of the Agreement. Availability will equal or exceed ninety-nine and nine-tenths percent (99.9%) for each calendar month, subject to adjustment for scheduled maintenance (the “Service Commitment”). Scheduled maintenance will occur as per the schedule located at https://status.salesforce.com/products/all.
6. Software SLA Exclusions. The Service Commitment does not apply to the following unavailability, suspension, or termination of the Conservice ESG Software:
6.1. that results from a suspension of service due to Subscribers’ breach of contract, including failure to make timely payments as set forth in this Agreement;
6.2. that is caused by any Force Majeure (defined below) event;
6.2.1. “Force Majeure” shall mean acts of God, fire, earthquake, flood, explosion, actions of the elements, war, invasion, insurrection, riot, mob violence, sabotage, inability to procure or general shortage of labor, equipment, facility, materials or supplies in the open market, failure of transportation, strikes, lock outs, actions of labor unions, condemnation, requisition, laws, governmental action or inaction, orders of government or civil or military or naval authorities or any cause, whether similar or dissimilar to the foregoing, not within the reasonable control of Conservice ESG. In no event, however, shall lack of money be grounds for Force Majeure.
6.3. that results solely from any actions or inactions of the Subscriber;
6.4. that results when the site is undergoing scheduled maintenance; and
6.5. that results from the equipment, software, or other technology failure of the Subscriber or any third party, including internet access issues.
7. Software Support.
7.1. Between the hours of 9:00 A.M. and 5:00 P.M. Central Standard Time (CST) during the standard business week (Monday - Friday), Conservice ESG will provide support services to all Subscribers.
7.2. Conservice ESG will provide a first level of response to reported Conservice ESG Software errors with written acknowledgment of error reports, delivered by email to the reporting Subscriber. Conservice ESG will provide a second level of response with a patch, workaround or other temporary resolution. Conservice ESG's final response will be an update release or version release, an operations process revision, or another official problem resolution.