Limited Use Service Description (LU‑1)
This page describes the "Limited Use Service". It is incorporated by reference into any Order Form that names this service and is governed by the Online Master Services & Subscription Terms at https://uncapt.com/terms. Capitalised terms have the meaning given in the Terms.
Related documents:
- Terms: https://uncapt.com/terms
- Support & SLA (Limited Use tier): https://uncapt.com/legal/sla
- Acceptable Use Policy (AUP): https://uncapt.com/legal/aup
- AU Privacy & DPA: https://uncapt.com/legal/dpa
- Security Summary: https://uncapt.com/legal/security
1) Purpose
Maintain the existing Uncapt deployment (including prior customisations) running safely with light support. This is an operational "care and feeding" package, not a feature‑development engagement.
2) What's included (summary)
- •Operation of Uncapt‑controlled components and routine care
- •Monitoring and incident response for application‑layer issues
- •Minor defect fixes and configuration tweaks
- •Content/text updates and small report/view adjustments
- •Advice and guidance via email/portal
- •Standard backups of Uncapt‑hosted components (for SaaS deployments)
What's not included (requires change order/SOW):
- •New features or modules; significant workflow redesign
- •New or reworked integrations; performance re‑architecture or tuning projects
- •Large content migrations or data engineering
- •On‑site services or formal training programs
- •Third‑party licence or infrastructure costs not listed in your Order
3) Default monthly allowances
Unless your Order Form states different values, the following monthly allowances apply.
| Area | Included (per month) | Notes |
|---|---|---|
| Named users | Up to 25 | No shared accounts |
| Plan generations | Up to 200 | Each run (including reruns/variants) counts |
| Knowledge‑base (KB) searches | Up to 1,000 | Each query returning results counts |
| Support time | Up to 4 hours | Minor fixes/content updates only |
| First response target | Within 24 hours | NSW Business Hours; see SLA |
4) Metering: definitions and counting
Named user: a unique account with login credentials. No credential sharing.
Plan generation: a single system‑initiated or user‑triggered generation of a plan; reruns/variants each count.
KB search: a discrete query that returns results in the KB (pagination counts as one).
Reset: meters reset monthly at 00:00 local time on the billing cycle date. Unused allowances don't roll over.
Scope: usage is measured in the production environment.
5) Overage and add‑ons (defaults)
Unless your Order specifies different rates:
| Item | Rate |
|---|---|
| Additional user (above allowance) | AUD 15 per user/month |
| Additional plan generation | AUD 5.00 each |
| Additional KB search | AUD 0.10 each |
| Extra support time (beyond 4 hrs) | AUD 250/hour (30‑minute increments) |
| Emergency/out‑of‑hours work (if requested) | +25% uplift |
| Reactivation after suspension | AUD 500 one‑off |
| Assisted data export | AUD 250/hour (T&M) |
Notes:
- •Overage is invoiced monthly in arrears.
- •You may pre‑purchase blocks at the same rates.
6) Support, response targets and maintenance
Channels: email or portal as specified in your Order.
Targets (Limited Use tier; see SLA):
- •Sev 1 (critical outage): first response within 2 Business Hours; updates every 2 hours until workaround/restore
- •Sev 2 (major degradation): first response within 4 Business Hours; daily updates
- •Sev 3 (minor issue/request): first response within 1 Business Day
Maintenance: up to 4 hours/month scheduled during low‑traffic windows with 48 hours' notice. Emergency maintenance may occur without prior notice for security/stability.
SLA credits: not available for Limited Use Service unless expressly stated in your Order.
Examples of "minor fixes/content updates":
- •Correcting typos or labels; small copy updates
- •Minor configuration changes (e.g., role/permission tweaks)
- •Adjusting existing prompts/rules within current frameworks
- •Small report/view tweaks (typically <1 hour)
7) Deployment responsibilities
SaaS (Uncapt‑hosted)
| Area | Uncapt | Customer |
|---|---|---|
| Application‑layer ops/security | ✓ | |
| Hosting and backups (platform data under Uncapt control) | ✓ | |
| Monitoring and incident response (app layer) | ✓ | |
| User provisioning, RBAC, credential hygiene | ✓ | |
| Data quality, lawful data use | ✓ | |
| AUP compliance, safe/regulated use | ✓ |
VPC / On‑Prem
| Area | Uncapt | Customer |
|---|---|---|
| Platform application components per runbook | ✓ | |
| Base infrastructure, network, OS/hypervisor | ✓ | |
| IAM/SSO integration | ✓ | |
| Backups (outside Uncapt scope) | ✓ | |
| Physical security and endpoint controls | ✓ |
8) Reporting and escalation
Monthly usage report: users, plan generations, KB searches, and support hours consumed.
Escalation: log priority incidents via the designated channel and mark severity; Sev 1 updates every 2 hours until workaround/restore.
9) Data, privacy and security
Ownership: You own your Customer Data (including knowledge graph content). Uncapt owns the platform, ontologies/schemas, decision logic and all customisations; your licence to customisations is platform‑only (see Terms §6).
Processing: Uncapt processes your data to provide and support the Services and may generate de‑identified Insight Data (non‑identifying usage/performance analytics).
Privacy: Each party complies with the Privacy Act 1988 (Cth) and applicable State health records laws. If Uncapt processes Personal Information on your behalf, the DPA applies.
Security: Controls are summarised at https://uncapt.com/legal/security (ISO‑aligned).
Incidents: Uncapt will notify you without undue delay after confirming a Security Incident affecting your data and cooperate per the DPA and applicable law.
Data export: During the term you may export via available functions. On termination/expiry and subject to payment of amounts due, Uncapt will provide a commercially reasonable export of Customer Data in standard machine‑readable formats (e.g., JSON/CSV/NDJSON) within 30 days of request. Assisted exports are T&M.
10) Safety and regulated use
Unless your Order expressly states otherwise:
- •Decision‑support only: Outputs are not a substitute for professional judgment and are not for emergency use.
- •Human‑in‑the‑loop: You must maintain human oversight for safety‑critical or clinically material decisions.
- •Regulatory status: The platform is not TGA‑registered by default.
11) Term, renewal, suspension and precedence
Term/renewal: as set out in your Order. Limited Use Service typically renews month‑to‑month after the initial term unless either party gives 30 days' notice.
Suspension: Uncapt may suspend Services for undisputed invoices more than 14 days overdue after notice, or for material AUP/legal breaches, or if continued use presents a material security/legal risk. Service resumes once the issue is resolved.
Precedence: If there is any conflict, the following order applies: (1) DPA (privacy/security), (2) your Order, (3) Terms, (4) this page and the SLA/AUP.
12) FAQs (informative)
Can we change the monthly allowances?
Yes. Your Order sets the allowances; this page provides defaults.
Do unused allowances roll over?
No. Meters reset each month.
Are SLA credits included?
Not under the default Limited Use Service tier, unless your Order explicitly includes credits.
How do we request new features?
Via a change order or separate SOW. Limited Use Service covers light ops/support only.
13) Contact
Billing, support and change requests: billing@uncapt.com or your Uncapt account owner.
Last updated: 15-Jul-2024