VirGeo Service Level & Support Policy

Effective Date: 25 August 2026
Last Updated: 25 August 2026
Document Version: 1.0
Document Owner: Fugro Technology B.V.

1. Purpose and Scope

1.1 This Service Level & Support Policy (the "Policy") sets out Fugro's commitments relating to:

a. Platform availability and maintenance;

b. Incident response and technical support;

c. Platform updates and security patching; and

d. Data export and switching support.

1.2 This Policy applies to the VirGeo cloud-based portal and related hosted services made available by Fugro (the "Platform").

1.3 This Policy supplements, and must be read together with, the VirGeo Terms of Use and any applicable order form or subscription description (together, the "Agreement"). If there is any conflict, the Agreement prevails.

1.4 This Policy does not create any additional remedies, service credits, warranties, or liability beyond what is expressly stated in the Agreement.

2. Governing Law

This Policy is governed by the laws of the Netherlands and must be read in conjunction with the Agreement.

3. Definitions - For this Policy:

3.1 "Availability" means the Platform is accessible and operational for normal use by Authorised Users, excluding Excluded Downtime.

3.2 "Business Hours" means Monday to Friday, 09:00 to 17:00 CET/CEST, excluding Dutch national holidays.

3.3 "Excluded Downtime" means any unavailability caused by:

a. Scheduled Maintenance (as defined below);

b. Emergency Maintenance;

c. Client systems, devices, networks, browser configuration, or third-party software;

d. Force Majeure events;

e. Unauthorised access, misuse, or breach of the Agreement by the Client or Authorised Users; or

f. Suspension under the Agreement (e.g., non-payment or security risk).

3.4 "Incident" means an event that causes the Platform to be unavailable or materially degraded for normal use, or an event affecting the confidentiality or integrity of Client Data held on the Platform.

3.5 "Support Request" means a request for technical support submitted through the Support Channels in Clause 7.2.

3.6 "Scheduled Maintenance" means planned maintenance notified in advance under Clause 5.2.

3.7 "Emergency Maintenance" means maintenance required to address a security vulnerability or urgent operational risk.

4. Availability Objective

Fugro uses commercially reasonable efforts to maintain Platform Availability and minimise unavailability.

5. Maintenance and Planned Downtime

5.1 Fugro may perform Scheduled Maintenance to deploy updates, enhance functionality, improve performance, or maintain security.

5.2 Notice — Fugro will notify the Client of Scheduled Maintenance in advance through the Platform, email notification, or the VirGeo support page. Fugro's target is to provide notice no less than five (5) Business Days prior to the Scheduled Maintenance window, except where a shorter notice period is reasonably necessary.

5.3 Timing — Fugro will use reasonable endeavours to schedule maintenance outside Business Hours where practicable.

5.4 — Emergency Maintenance - Fugro may perform Emergency Maintenance without prior notice where necessary to address a security or operational risk. Fugro will notify the Client as soon as reasonably practicable.

6. Platform Updates and Security Patching

6.1 Types of updates — Fugro may release the following update types:

a. Major updates: substantial new releases with significant added functionality or architectural changes;

b. Minor updates: feature enhancements and improvements, typically backward compatible; and

c. Patch updates: bug fixes and security improvements to maintain stability and security.

6.2 Security commitment — Fugro will use commercially reasonable efforts to provide necessary security Patch Updates to maintain the security of the Platform during its supported lifecycle.

6.3 Release notes — Fugro may provide release notes or update summaries describing material changes and any new access requirements.

6.4 No obligation to maintain legacy features — Fugro may modify or discontinue non-core features, provided the general functionality of the Platform is not materially diminished for the subscribed service description.

7. Support Scope, Channels and Response

7.1 Scope — Fugro provides technical support relating to Platform access, core functionality, and suspected defects.

7.2 Support Channels — Support Requests may be submitted via:

a. Email to: support@virgeo.com; and/or

b. The VirGeo support portal (if made available); and/or

c. Other channels notified by Fugro from time to time.

7.3 Resolution — Response targets are not resolution guarantees. Fugro will use to provide workarounds and/or fixes through updates or configuration changes.

8. Support Exclusions and Limitations

8.1 Fugro has no obligation to provide support for issues arising from:

a. Client hardware, devices, operating systems, networks, VPNs, browsers, or IT infrastructure;

b. Third-party systems, integrations, or tools not provided by Fugro;

c. Client/third-party configurations or customisations;

d. User error or failure to follow Documentation or instructions;

e. Use of the Platform outside its intended purpose or outside the subscribed service description; or

f. Force Majeure events or circumstances beyond Fugro’s reasonable control.

8.2 Fugro may require the Client to implement reasonable steps as part of troubleshooting (e.g., clearing cache, trying a supported browser, testing network access).

9. Minimum Access Requirements

9.1 Fugro may publish and maintain minimum access requirements on the VirGeo webpage, which may include:

a. Supported browsers/versions; network/connectivity requirements; and

b. Any required security settings (e.g., MFA, TLS versions).

9.2 The Client is responsible for ensuring that its systems and Authorised Users meet the minimum access requirements. Fugro does not warrant that the Platform will function properly if the minimum access requirements are not met.

10. Data Portability and Switching (Platform Exports)

10.1 The Agreement governs ownership and rights in Client Data and outputs.

10.2 Fugro will make available export functions as described in the Platform and/or Documentation, enabling the Client to export data and outputs in commonly used formats supported by the Platform at the relevant time.

10.3 The Client may request assistance with data export by submitting a Support Request.

10.4 Fugro will use commercially reasonable efforts to complete a data export request within thirty (30) days of receipt, unless technical complexity reasonably requires longer (in which case Fugro will notify the Client).

10.5 Unless the order form states otherwise, Fugro may charge reasonable, cost-based fees for non-standard export assistance (e.g., bespoke extraction or conversion), and will notify the Client in advance.

10.6 Following termination or expiry of the Agreement, the Client may request export for a period of thirty (30) days, unless a longer period is stated in the order form. After that period, Fugro has no obligation to provide export assistance unless agreed in writing.

10.7 The Client remains responsible for validating exported data before relying on it in other systems.

11. Security and Vulnerability

Fugro is committed to maintaining Platform security through commercially reasonable measures, including security monitoring, patching and internal assurance processes.

12. Amendments to this Policy

12.1 Fugro may amend this Policy from time to time to reflect changes in technology, legal requirements, security needs, or business practices. Fugro will provide at least thirty (30) days’ advance notice of any material amendments, by email, via the Platform, and/or on the VirGeo webpage.

12.2 Continued use of the Platform after the effective date of an amendment constitutes acceptance of the amended Policy. If the Client does not accept, it may terminate the Agreement in accordance with its terms.

Contact Information

For support requests or questions about this Policy, please contact:

VirGeo Customer Success
Fugro Technology B.V.
Prismastraat 3
2631 RT Nootdorp
The Netherlands

Email: support@virgeo.com
Website: virgeo.com