Schedule B: RTEO Connected Managed Service

1. About this Schedule

This is the Product Schedule for the RTEO Connected Managed Service ("the Managed Service") under clause 3 of RTEO's Terms of Service ("the Terms"). It applies when your order includes the Managed Service, and it forms part of your agreement with RTEO together with the Terms, the Data Processing Agreement and the Acceptable Use Policy. Your order for the Managed Service is normally a proposal signed by you and RTEO. Words defined in the Terms have the same meaning here, and clause 3.3 of the Terms says which document prevails if they conflict.

2. What RTEO does

2.1 The work. Under the Managed Service, RTEO runs your website and the services around it for you, to the scope your order sets. Unless your order says otherwise, that includes:

• building and running your website on the RTEO platform, and hosting it;
• search engine optimisation (SEO) for the website;
• creating content, such as blog posts, and improving existing pages;
• reporting to you on the work and on how the website is performing; and
• connecting the website's online enrolments to your student management system (for example, aXcelerate).

2.2 Online enrolments within the Managed Service. Where the Managed Service includes online enrolments, clause 4 of Schedule A applies to them, but their fees are those in your order rather than the Online Enrolments plans.

2.3 Work outside the scope. Work your order does not include is quoted first under clause 5.5 of the Terms.

3. What you do

3.1 Reviewing and approving content. RTEO sends you for review the content your order or the application says needs your approval, including new blog posts, and does not publish that content until you approve it. Please review it, and approve it or ask for changes, within a reasonable time. Other work within the scope of your order, such as technical fixes and routine page improvements, RTEO may carry out without a separate approval. If you would like a type of change to come to you for review first, tell RTEO and it will do so where it reasonably can.

3.2 Course and location content. You keep your course and location information current and accurate, including course details, dates, fees, entry requirements, and locations, whether it is kept in your workspace or drawn from your student management system.

3.3 Access, information and decisions. You give RTEO, in good time, the access, information, and decisions the work needs: for example, access to your existing website and your student management system, pointing your domain at RTEO as clause 7.1 describes, your brand materials, and facts about your organisation and courses. RTEO uses that access only to provide the Managed Service. Where approvals, access, or information are delayed, the work that depends on them may be delayed too.

3.4 What is published is yours. Content published on your website with your approval is published as yours, and clause 8.4 of the Terms applies to it.

4. Moving an existing website

4.1 The migration. Where your order includes moving an existing website to the RTEO platform, RTEO carries out the move with due care and skill and follows sound SEO practice for moving a website, including planning how existing page addresses carry over to the new website where it reasonably can.

4.2 Your content is kept as close as possible. RTEO keeps your content as close to the original as it reasonably can. Some changes may be needed for the content to work on the new website, such as to layout or formatting, and RTEO will tell you about any change of substance.

4.3 No ranking guarantee. Search rankings and traffic depend on search engines and on other factors outside RTEO's control. RTEO does not guarantee any ranking, traffic, or enquiry level, and a temporary drop in rankings or traffic can happen after a website moves, even when the move is done well. Clause 13 of the Terms applies.

5. Fees, term and go-live

5.1 Fees and go-live. The fees, the minimum term, and the go-live arrangements for the Managed Service are those in your order. Unless your order says otherwise, the monthly fees start when your website goes live on the RTEO platform, and are charged automatically, monthly in advance, by direct debit under clause 11.1 of the Terms.

5.2 Hosting. Hosting your website on the RTEO platform is included in the fees while the Managed Service continues. Unless your order says otherwise, you pay for your own domain name registration and for third-party services you hold in your own name, such as your student management system.

5.3 Overdue fees. Clauses 11.2 and 11.3 of the Terms apply to a failed or overdue payment, and a suspension under clause 11.3 can include taking your website offline until the overdue amount is paid.

5.4 During a minimum term. Where your order sets a minimum term, RTEO may not end the Managed Service during that term on notice for any reason under clause 16.2 of the Terms, but may end it where you have materially breached the Terms as that clause describes. You may end it early under clause 5.5 of this Schedule.

5.5 Ending early. You may end the Managed Service before its minimum term ends by telling RTEO in writing and paying an early exit fee of:

• 3 months' fees, where the minimum term is 12 months; or
• 6 months' fees, where the minimum term is 24 months,

or, for a minimum term of another length, the early exit fee your order states. The early exit fee is never more than the fees that would have remained payable for the rest of the minimum term, and a month's fees means the monthly fee in your order when you give notice.

No early exit fee applies where you end the Managed Service:

• because RTEO materially breached this agreement and did not fix the breach within 30 days after you gave RTEO written notice of it;
• under clause 4.2 of the Terms, because you do not accept a material change;
• under clause 16.3 (insolvency) or clause 17 (force majeure) of the Terms; or
• under clause 6.4 of the DPA, after an unresolved objection to a new subprocessor.

5.6 After a minimum term. Unless your order says otherwise, the Managed Service continues after the minimum term until you or RTEO end it under clause 16 of the Terms, and no early exit fee applies.

6. Support for the Managed Service

6.1 What the fee covers. The monthly fee for the Managed Service covers basic website support, hosting, and fixing issues with your website. Ask for support, or for changes to your website or content, by phoning 1800 MYRTEO (1800 697 836) or emailing support@rteo.com.au, and, when it becomes available in your account, through its support area (clause 12.1 of the Terms). RTEO handles requests within the scope of your order, and quotes other work under clause 5.5 of the Terms.

6.2 Premium support. Premium support is time with RTEO specialists for one-on-one training, consultation, discussions about new features and ideas, help with your student management system (such as aXcelerate), and other help related to the services RTEO provides you.

6.3 Included hours. The Managed Service includes up to 12 hours of premium support in each year, counted from go-live unless your order says otherwise. RTEO keeps a log of the premium support time it spends, which you can ask RTEO for at any time and, when the support area becomes available in your account, see in your workspace. Unused hours do not roll over into the next year unless your order says otherwise.

6.4 Extra hours. You can buy more premium support in advance, at the prepaid rates set out in your order or quoted to you.

7. When the Managed Service ends

7.1 Your content and your domain. Your content remains yours under clause 8.1 of the Terms. Your domain name stays under your control: you point it at RTEO using the DNS settings in your workspace, and you can point it elsewhere at any time.

7.2 An export of your content. If you ask before the Managed Service ends, RTEO will export your content, such as your course pages and other website content, into a document format such as a Word document, and give it to you. RTEO will not delete your workspace at the end of the Managed Service until it has given you an export you asked for.

7.3 What the export is not. The export is a copy of your content, not a working copy of your website. RTEO does not undertake to transfer the website to another provider or to set up redirects anywhere else. The software, templates, and components that run your website are part of the RTEO platform (clauses 5.2 and 5.6 of the Terms).

7.4 Hosting ends. RTEO stops hosting your website when the Managed Service ends, so arrange new hosting and point your domain to it before then.

7.5 Online enrolments. Online enrolments provided as part of the Managed Service end with it, unless you continue them under Schedule A.