Common use of Service Feedback Clause in Contracts

Service Feedback. Cantium Business Solutions endeavours to make its service the best that it can always be. We therefore encourage and appreciate all feedback you may wish to present us with, both positive and negative. Where possible, would aim to rectify any problems you incur to a level that meets both our high expectations, although we do recognise that on occasion may not be possible. Please be assured that your feedback will be taken seriously. Often, we will be able to resolve problems face to face or by telephone. If you feel that this is not possible then you can put your feedback in writing. Please find the link to our Compliments and Complaints Policy which details how to do this and what you can expect from us: Cantium Business Solutions offer a complete suite of business management tools. These solutions are based around improving your cost effectiveness and efficiencies within the ICT Sector. In addition to the Bromcom MIS Support Contract, we also offer Training and Consultancy in the form of OnDemand Webinars and Remote/Face-to-face Consultancies covering all areas of Bromcom. OnDemand Webinars can be purchased here. Consultancy services are completely bespoke or you can choose from a list of options on the Cantium portal. To purchase a consultancy or discuss further please contact your Account Manager, log a call on the ServiceNow Portal, use the Chat Facility, or log a Bromcom Query. Alternatively, call the Service Desk at 03301 650 000, and a team member will be happy to assist you. For further details on the full suite of services we provide, please visit our website: The contact details of the Controller’s Data Protection Officer (or representative) are on the Customer Order Form. The contact details of the Processor’s Data Protection Officer (or representative) are: Email: ▇▇▇@▇▇▇▇▇.▇▇▇.▇▇ Post: Data Protection Officer, Cantium Business Solutions, ▇ ▇▇▇▇▇ ▇▇▇▇ Road, Kings Hill, West Malling, England, ME19 4YT The Processor shall comply with any further written instructions with respect to processing by the Controller. Any such further instructions shall be incorporated into this Schedule. Processing of the Protected Data by the Processor under the Contract shall be for the subject-matter, duration, nature and purposes and involve the types of personal data and categories of Data Subjects set out in this Schedule. Identity of the Controller and Processor The Parties acknowledge that for the purposes of the Data Protection Legislation, the Customer is the Controller and Cantium is the Processor as defined in the Contract Subject matter of the processing The processing is needed in order to ensure that the Processor can effectively provide the Services in accordance with the Contract Duration of the processing Processing will take place during the Term of the Agreement including any Extension Period. Nature and purposes of the processing The nature of processing will include all operations required in the delivery of the service such as: • Create/modify/delete user accounts. • User data for support purposes • Application data The purpose of the processing is to fulfil the Processor’s obligations in delivering the Services in accordance with the Contract. Type of Personal Data being Processed As required to deliver the service. This may include: • Name • Date of Birth • Ethnicity • Gender • Contact information (phone, email, address) • Employment Information • Online identifiers (IP address, cookie identifiers, location) • SEN Information • Behaviour • Assessment • Examination results • Medical conditions • Survey responses Categories of Data Subject • Employees of the Controller • Pupils • Parents & Guardians • Governors Specific processing instructions for Sub- processor Sub-processors shall process the provided data under instruction from Cantium. Cantium do not authorise sub- processors to retain, share, store or use personally identifiable information for any secondary purpose. Plan for return and destruction of the data once the processing is complete UNLESS requirement under union or member state law to preserve that type of data In line with the contract, at the written direction of the Controller unless a copy is specifically required to be retained by the Processor for audit or compliance purposes in performance of its obligations for up to six (6) years, the Processor will delete / destroy or return Personal Data (and any copies of it) to the Controller on termination of the Contract unless the Processor is required by Law to retain the Personal Data. Cantium Business Solutions Ltd. utilise the following Sub-Processor(s): - N/A The Supplier shall implement and maintain the following technical and organisational security measures to protect the Protected Data:

Service Feedback. Cantium Business Solutions endeavours to make its service the best that it can always be. We therefore encourage and appreciate all feedback you may wish to present us with, both positive and negative. Where possible, would aim to rectify any problems you incur to a level that meets both our high expectations, although we do recognise that on occasion may not be possible. Please be assured that your feedback will be taken seriously. Often, we will be able to resolve problems face to face or by telephone. If you feel that this is not possible then you can put your feedback in writing. Please find the link to our Compliments and Complaints Policy which details how to do this and what you can expect from us: Cantium Business Solutions offer a complete suite of business management tools. These solutions are based around improving your cost effectiveness and efficiencies within the ICT Sector. In addition to the Bromcom Arbor MIS Support Contract, we also offer Training and Consultancy in the form of OnDemand Webinars and Remote/Face-to-face Consultancies covering all areas of BromcomArbor. OnDemand Webinars can be purchased here. Consultancy services are completely bespoke or you can choose from a list of options on the Cantium portal. To purchase a consultancy or discuss further please contact your Account Manager, log a call on the ServiceNow Portal, use the Chat Facility, or log a Bromcom Arbor Query. Alternatively, call the Service Desk at 03301 650 000, and a team member will be happy to assist you. For further details on the full suite of services we provide, please visit our website: The contact details of the Controller’s Data Protection Officer (or representative) are on the Customer Order Form. The contact details of the Processor’s Data Protection Officer (or representative) are: Email: ▇▇▇@▇▇▇▇▇.▇▇▇.▇▇ Post: Data Protection Officer, Cantium Business Solutions, ▇ ▇▇▇▇▇ ▇▇▇▇ Road, Kings Hill, West Malling, England, ME19 4YT The Processor shall comply with any further written instructions with respect to processing by the Controller. Any such further instructions shall be incorporated into this Schedule. Processing of the Protected Data by the Processor under the Contract shall be for the subject-matter, duration, nature and purposes and involve the types of personal data and categories of Data Subjects set out in this Schedule. Identity of the Controller and Processor The Parties acknowledge that for the purposes of the Data Protection Legislation, the Customer is the Controller and Cantium is the Processor as defined in the Contract Subject matter of the processing The processing is needed in order to ensure that the Processor can effectively provide the Services in accordance with the Contract Duration of the processing Processing will take place during the Term of the Agreement including any Extension Period. Nature and purposes of the processing The nature of processing will include all operations required in the delivery of the service such as: • Create/modify/delete user accounts. • User data for support purposes • Application data The purpose of the processing is to fulfil the Processor’s obligations in delivering the Services in accordance with the Contract. Type of Personal Data being Processed As required to deliver the service. This may include: • Name • Date of Birth • Ethnicity • Gender • Contact information (phone, email, address) • Employment Information • Online identifiers (IP address, cookie identifiers, location) • SEN Information • Behaviour • Assessment • Examination results • Medical conditions • Survey responses Categories of Data Subject • Employees of the Controller • Pupils • Parents & Guardians • Governors Specific processing instructions for Sub- processor Sub-processors shall process the provided data under instruction from Cantium. Cantium do not authorise sub- processors to retain, share, store or use personally identifiable information for any secondary purpose. Plan for return and destruction of the data once the processing is complete UNLESS requirement under union or member state law to preserve that type of data In line with the contract, at the written direction of the Controller unless a copy is specifically required to be retained by the Processor for audit or compliance purposes in performance of its obligations for up to six (6) years, the Processor will delete / destroy or return Personal Data (and any copies of it) to the Controller on termination of the Contract unless the Processor is required by Law to retain the Personal Data. Cantium Business Solutions Ltd. utilise the following Sub-Processor(s): - N/A The Supplier shall implement and maintain the following technical and organisational security measures to protect the Protected Data: