Service-Level Agreement

Service-Level Agreement (SLA)

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This Service-Level Agreement (“SLA”) outlines the scope of services provided by VirtualSpace.xyz LLC (“VirtualSpace”) and the expected service levels, response times, and responsibilities for both VirtualSpace and its clients (“Client”). This SLA is provided for transparency and to ensure a clear understanding of service expectations. It forms part of the agreement between VirtualSpace and Client for the use of VirtualSpace’s services.

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1. Service Scope and Deliverables

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VirtualSpace will provide the following services to the Client as agreed in the service order or contract:

• 3D Scanning Services: On-site capture of spaces using Matterport or similar 3D scanning technology, scheduled in coordination with the Client.

• Data Processing & BIM Model Generation: Processing of captured data to generate 3D digital twins, point clouds, or CAD/BIM models, as applicable to the Client’s order. This includes basic post-processing and quality checks to ensure the outputs meet VirtualSpace’s standards.

• Delivery of Outputs: Timely delivery of the digital assets (e.g., access to an online virtual tour, download of BIM files, or CAD drawings). Unless otherwise specified, standard turnaround time for processing and delivery is 2-5 business days from the date of scanning.

• Hosting & Access: If part of the service, hosting of the 3D virtual tours or models on VirtualSpace’s platform for Client access. Hosting includes providing links or embed codes for the Client to view and share the virtual space, subject to the terms in the Client Terms of Service.

• Support: Ongoing support related to the delivered services, as detailed in Section 2 below.

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2. Support and Response Times

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VirtualSpace is committed to providing reliable support to Clients:

• Support Hours: Standard support hours are 9:00 AM to 6:00 PM, Monday to Friday, Eastern Time, excluding public holidays. Support requests received outside of support hours will be addressed on the next business day (or according to any premium support arrangement, if applicable).

• Contact Channels: Clients may request support through the following channels: the email, phone, or ticket channels VirtualSpace provides at onboarding. VirtualSpace will provide these contact details to Client upon onboarding.

• Response Time Targets: VirtualSpace will make commercially reasonable efforts to respond to support inquiries within the following time frames:

• General Inquiries or Minor Issues: Response within one business day.

• Urgent Issues (Service Inaccessible or Major Fault): Response within 4 business hours during support hours.

• Resolution Time: VirtualSpace aims to resolve reported issues as quickly as possible. Resolution times will vary based on the complexity of the issue. If an issue cannot be resolved immediately, VirtualSpace will provide an estimated resolution time and keep the Client updated on progress.

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3. Service Availability and Uptime

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If VirtualSpace provides an online platform or hosting for Client’s virtual spaces:

• Uptime Commitment: VirtualSpace will endeavor to maintain at least 99% uptime for its online services on a monthly basis. Scheduled maintenance or notified downtimes are excluded from uptime calculations.

• Maintenance Windows: VirtualSpace may occasionally perform scheduled maintenance to upgrade systems or address issues. Whenever possible, maintenance will be scheduled during off-peak hours and Clients will be notified at least 24 hours in advance of any planned service downtime exceeding 30 minutes.

• Unscheduled Downtime: In the event of unexpected service interruptions, VirtualSpace will work to restore access as a top priority and will communicate status updates to affected Clients.

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4. Client Responsibilities

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The Client must fulfill certain responsibilities to help VirtualSpace deliver services effectively:

• Site Access and Readiness: Ensure VirtualSpace (or its contractors, “Space Pros”) have the necessary access to the property or site at the scheduled time for scanning. The area to be scanned should be safe, accessible, and prepared (e.g., reasonably clean and arranged as desired for capture).

• Point of Contact: Provide a knowledgeable point of contact who can liaise with the scanning technician on-site if needed (for example, to grant access to locked areas or answer questions about the space).

• Timely Approvals and Feedback: Promptly review delivered files or models and provide any feedback or approval needed. Delays in Client feedback or approval may impact overall project timelines.

• Technology Requirements: Ensure that the Client’s own systems (computer, internet connection) meet any minimum requirements to access the delivered digital content (e.g., ability to view online 3D tours or open BIM files). VirtualSpace will provide specifications if needed.

• Use of Deliverables: Use the deliverables in accordance with the agreed terms. For example, adhere to any usage limitations or licensing terms outlined in the Client Terms of Service or project contract.

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5. Exclusions and Limitations

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This SLA outlines service goals, but it is important to clarify what is not covered:

• Out-of-Scope Services: Any service not explicitly stated in the service contract or order is outside the scope of this SLA. For example, detailed architectural design, structural analysis, or other professional engineering services are not provided by VirtualSpace under this SLA.

• Third-Party Systems: If the Client’s project involves third-party systems or platforms (for instance, an external facility management system or the Matterport cloud platform), VirtualSpace is not responsible for downtime or issues caused by those external systems, though we will assist in coordinating with third-party support where possible.

• Delays Outside VirtualSpace’s Control: VirtualSpace is not responsible for service delays or failure to meet timelines due to factors outside its control, such as:

• Client’s failure to provide timely access to a site or necessary information.

• Unforeseeable site conditions (e.g., unsafe conditions, power outages at the location).

• Force majeure events (including natural disasters, strikes, or internet outages affecting service delivery).

• Quality of Third-Party Data: If any part of the deliverable relies on third-party data sources provided by the Client (for example, existing floor plans or client-provided imagery), VirtualSpace cannot guarantee the accuracy or completeness of such external data.

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6. Performance Objectives and Remedies

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VirtualSpace will strive to meet the service objectives outlined in this SLA. In the event that VirtualSpace fails to meet the standards or timelines herein:

• Remediation Efforts: VirtualSpace will make efforts to rectify the issue promptly, which may include re-performing the service (such as a re-scan of a space) at no additional charge if the issue was within VirtualSpace’s control.

• Service Credits: For significant failures to meet uptime or response time commitments (if applicable to the services provided), VirtualSpace may offer service credits or discounts for a future service, at its discretion and as agreed upon with the Client. Any such remedy must be requested by the Client within a reasonable time of the incident.

• Limitation: The remedies described in this SLA are the sole and exclusive remedies available to the Client for any failure by VirtualSpace to meet the stated service levels. They apply in addition to, and not in lieu of, any remedies set forth in the main service agreement, to the extent not inconsistent.

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7. Review and Changes to SLA

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VirtualSpace may review and update this SLA from time to time to improve service or reflect changes in capabilities.

• Notification of Changes: Material changes to the SLA will be communicated to Clients with at least 30 days notice (for example, via email or an announcement on the VirtualSpace client portal).

• Client Acknowledgment: Continued use of VirtualSpace services after an SLA update constitutes the Client’s acceptance of the changes. If the Client objects to any material change, they should notify VirtualSpace to discuss the concern or potentially adjust their service terms.

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8. Other Terms

• Relationship to Master Agreement: This SLA is subject to the terms and conditions of the main agreement or Terms of Service between VirtualSpace and the Client. In case of any direct conflict between this SLA and the main agreement, the main agreement will prevail, except for specific service level commitments outlined here.

• Governing Law: This SLA is governed by the same law that governs the main service agreement between the parties (unless otherwise specified in that agreement). It is intended to be legally binding to the extent that the main agreement is in effect between the parties.

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By using VirtualSpace’s services, the Client acknowledges that they have read and understood this Service-Level Agreement and agree to its terms. VirtualSpace is dedicated to delivering high-quality service, and this SLA is provided to ensure clarity and confidence in our service delivery.