DOC AVE-EMV-SLA-T3-003/ REV 1.2/ 06 JUL 2026/ CONTRACT DRAFT · COMPANION TO CS-002 AND RD-001

Continuum.

Tier 3 Service Level Agreement: continuously monitored shielding assurance for the EMvelope envelope, with 24/7 anomaly detection, audit-ready evidence and SLA-backed response.

Contract draft only
Requires legal, insurance,
cybersecurity & competition
review before signature
RevDateDescriptionStatus
1.22026-07-06Family navigation extended to documents 005-007Current
1.12026-07-06Document-family navigation added; cross-references updated; stable filename conventionSuperseded by 1.2
1.02026-07-06First issue: full Tier 3 variant expanded from the Tier 2 skeleton in AVE-EMV-CS-002 §05, adding monitoring architecture, severity matrix, availability regime, cybersecurity clauses and hardware lifecycle termsSuperseded by 1.1
0.12026-07-06Origin: Tier 2 draft SLA, AVE-EMV-CS-002 Rev 1.0 §05Superseded
00 · Contents

Document map

01 · Overview

What Tier 3 adds, in one view

Tiers 1 and 2 verify the shield at intervals. Continuum watches it continuously, converts the EMprint baseline into a live reference, and backs the watching with response commitments. The customer buys three things: earlier detection, tighter response, and a permanent evidence trail for insurers, landlords and regulators.

DimensionTier 2 · AssureTier 3 · Continuum
DetectionAnnual survey; deviations found up to 12 months after onsetContinuous joint-impedance array and field probes; anomaly alert within 4 hours of detection, 24/7
P1 responseRemote diagnosis 1 business day; on site 5 business daysRemote diagnosis 4 business hours; on site 3 business days
EvidenceAnnual certificate and reportQuarterly dashboard, continuous audit trail, monthly open-format data export
Included allowance8 engineer-days + 1 emergency mobilisation per year16 engineer-days + 2 emergency mobilisations per year
HardwareNone on siteMonitoring System installed, maintained and refreshed under clauses 04 and 18
Indicative fee1.8 to 2.5% of façade contract value per year3.5 to 5% per year, plus Monitoring System charge
Carried-over honesty rule Continuous monitoring does not change the physics. This Agreement covers RF shielding effectiveness, low-frequency electric-field performance and electrical continuity of the installed envelope. It never covers geomagnetically induced currents, electromagnetic-pulse scenarios, whole-building magnetic fields or ecological outcomes. Clause 03 makes that contractual.
02 · Architecture

The monitored architecture, in contract terms

Every service level in §04 attaches to a specific link in this chain, so responsibility is never ambiguous. One engineering point matters enough to state up front: the Monitoring System must never itself compromise the shield. The uplink leaves the building as dielectric optical fibre through a waveguide sleeve in the designated penetration bay, and no inbound control path to shield-side electronics is permitted. The watcher must not become the leak.

Link 1

Sensor plane

Joint-impedance test lands wired as a multiplexed 4-wire array; interior and exterior broadband field probes; environmental sensors at gasket-critical joints.

Link 2

Edge gateway

Shield-side acquisition unit; local buffering for 30 days; runs threshold logic so alerts survive uplink loss.

Link 3

Secure uplink

Optical fibre exit via penetration bay; one-way data-diode option for high-security sites; customer provides power and network path per clause 10.

Link 4

Digital twin

Cloud model holding the EMprint baseline, trend prediction and joint-level fault localisation; retention 7 years minimum.

Link 5

Ops desk

24/7 monitored alert queue, severity triage per §04, ticketing, quarterly dashboard and monthly data export.

Ownership follows one of two models chosen at signature: Provider-owned (hardware remains Provider property, charged within the annual fee, refreshed at no extra cost in year 5) or Customer-purchased (capitalised by the customer, maintained by Provider, refresh quoted at year 5). Clause 18 sets the exit and buyout mechanics for each.

03 · Agreement

The Agreement

Draft · AVE-EMV-SLA-T3 · Rev 1.1 · 06 July 2026

EMvelope Continuum · Tier 3 Service Level Agreement

Between AVE ("Provider") and [Customer] for the facility at [Site] ("Shielded Envelope")
  1. Definitions"Baseline Fingerprint": the geo-referenced record of joint DC-resistance and transfer-impedance values and witnessed shielding-effectiveness results produced at Commissioning under the EMprint™ method. "Guaranteed Minima": the zone-by-zone installed SE values in Schedule A. "Monitoring System": the sensor plane, edge gateway, uplink equipment and software described in Schedule E. "Availability": as calculated under clause 08. "Alert": a notification generated when monitored values cross Schedule E thresholds. "Deviation Event": classified P1, P2 or P3 per the §04 severity matrix. "Planned Maintenance": monitoring downtime notified 10 business days ahead, maximum 8 hours per quarter. "Business Hours": 08:00 to 18:00 local site time, business days; alerting itself runs continuously.
  2. Scope of serviceContinuous monitoring with 24/7 alert triage; annual re-certification survey; annual boundary EMF survey referenced to ICNIRP public reference levels; repair supervision and joint re-fingerprinting for every notified panel replacement; gasket-cartridge supply; quarterly compliance dashboard; monthly data export; 16 engineer-days per year included allowance; two emergency mobilisations per year included. All other work proceeds by signed Change Order at the Schedule B rate card.
  3. Express exclusions (physics honesty clause)This Agreement covers RF shielding effectiveness, low-frequency electric-field performance and electrical continuity of the Shielded Envelope only. Provider makes no representation regarding: geomagnetically induced currents; geomagnetic storms; nuclear or non-nuclear electromagnetic pulse; low-frequency magnetic fields except where a Schedule A X-MAG zone states a measured range; conducted transients; emission-security accreditation; or ecological outcomes. Schedule C reproduces the phenomena table of AVE-EMV-RD-001 §02 and forms part of this Agreement. Monitoring detects degradation of the envelope; it does not upgrade its physics.
  4. Monitoring System supply, siting and lifecycleProvider installs, commissions and maintains the Monitoring System per Schedule E. All shield penetrations for monitoring use the designated penetration bay with dielectric fibre through waveguide sleeves; the Monitoring System shall not degrade Guaranteed Minima, verified at commissioning. Hardware ownership follows the model elected in Schedule E (Provider-owned with year 5 refresh included, or Customer-purchased with refresh quoted). Firmware and software updates are Provider's responsibility under clause 05.
  5. Cybersecurity and network segregationNo inbound control path to shield-side electronics is permitted; remote configuration occurs only via signed, locally applied update packages or, at high-security sites, not at all (data-diode mode). Provider maintains: vulnerability management with critical patches applied within 14 days of vendor release; encryption of data in transit and at rest; role-based access with audit logging; alignment with ISO/IEC 27001 controls (certification target per Schedule F); and notification to Customer of any security incident affecting the Monitoring System within 24 hours of confirmation. Customer's network segments carrying monitoring traffic remain Customer's responsibility.
  6. Service levelsProvider shall meet the service levels in §04. Times run from alert generation or Provider's receipt of notification, as stated per line. Field-response levels assume safe access under clause 10.
  7. Alert handlingEvery Alert is triaged to P1, P2, P3 or S per the §04 matrix within the stated triage time. False positives are analysed within 2 business days and thresholds tuned under change control; recurring false positives above the Schedule E rate trigger a no-charge sensor rectification visit.
  8. Availability measurementMonitoring Availability is measured monthly as: (total minutes minus unplanned downtime) divided by (total minutes minus Planned Maintenance), expressed as a percentage. Excluded from downtime: Planned Maintenance; loss of Customer-provided power or network; Customer denial of access; force majeure. Edge-gateway local buffering means data continuity is preserved through uplink outages shorter than 30 days; such outages count against Availability but not against data completeness.
  9. Service creditsEach missed service level in a quarter accrues a credit of 2.5% of the quarterly fee; an Availability month below 99.0% accrues 2.5%, and below 97.0% accrues 5%. Credits are capped at 20% of annual fees in any contract year and are the sole financial remedy for service-level failures, without prejudice to clause 19 rights on persistent failure (three consecutive missed levels of the same type).
  10. Customer obligationsCustomer shall: provide continuous power and a network path for the Monitoring System; notify Provider before any works penetrating or modifying the Shielded Envelope; use certified installers and genuine gasket cartridges for shield-affecting repairs, or accept re-baselining of affected zones at cost (this requirement exists solely to preserve the measured integrity on which Guaranteed Minima rest; third parties may qualify through Provider's certification programme on published, non-discriminatory terms); maintain safe access; and keep designated penetration-bay services in their commissioned configuration except by Change Order.
  11. Void eventsGuaranteed Minima are suspended for zones affected by: unauthorised penetrations or third-party works; fire, flood, impact or other insured perils; alterations to internal electromagnetic sources beyond Schedule A assumptions; or force majeure, until re-verification (billable). Monitoring and alerting continue through Void Events; the evidence trail is often most valuable precisely then.
  12. Measurement and disputesAll surveys and the monitoring calibration regime follow Schedule D (IEEE 299-derived acceptance protocol plus EMprint procedure, with stated uncertainty budgets). Either party may commission one independent verification per year by a mutually agreed accredited laboratory; the party whose position is not upheld bears its cost. Monitoring data enjoys evidential parity with surveys once the Schedule D calibration cycle is current.
  13. Fees and indexationAnnual fee per Schedule B, invoiced quarterly in advance; Monitoring System charge per the elected ownership model; allowance days expire annually, convertible at 50% value into training credits; CPI plus 1% indexation, 2% floor, at each anniversary.
  14. Data ownership and intellectual propertyCustomer owns all site-specific measurement and monitoring data, delivered monthly in open formats and in full on exit. Provider owns the EMprint method, the Monitoring System software, models, and anonymised aggregated learning derived across sites, which Provider may use to improve services. No licence to the EMprint method is granted beyond receipt of the Services.
  15. Confidentiality and site securityMonitoring data and dashboards are Customer Confidential Information. Provider personnel comply with site security procedures; screening requirements per Schedule F. Aggregated learning under clause 14 must be incapable of identifying the Site.
  16. Warranty interfaceContinuous monitoring history supports the [10/15]-year system warranty in the supply contract. A lapse of monitoring exceeding [6] months attributable to Customer converts the warranty to Tier 2 conditions; a lapse exceeding [18] months converts it to materials-only.
  17. Liability and insuranceAggregate liability is capped at [1x] annual fees for service failures and [the value of remediation works] for defective surveys or negligent monitoring certification; nothing limits liability for death, personal injury or fraud. Provider is not liable for consequential loss including facility downtime. Provider maintains professional indemnity, product liability and cyber liability insurance at Schedule F limits and evidences them annually.
  18. Term, renewal, exit and handoverInitial term 5 years, auto-renewing in 2-year periods, 12 months' notice to exit. On exit: full fingerprint and monitoring history delivered in open formats; final condition survey (billable); Provider-owned hardware removed with shield integrity re-verified, or purchased by Customer at the Schedule E depreciated schedule; Customer-purchased hardware receives 12 months of transition support. Deliberately clean exits: a customer held hostage by its own data is a regulator's phone call waiting to happen, and renewal should be earned by the dataset's value, not by the exit's pain.
  19. GovernanceNamed service manager each side; monthly operations call; quarterly service review against the dashboard; annual joint risk review updating Schedule A assumptions and Schedule E thresholds; escalation ladder of service manager, account director, executive sponsor with 10 business days per rung.
04 · Service levels

Severity matrix & service level tables

Severity matrix · classification and response commitments (24/7 alerting; response clocks per line)
ClassTriggerAlert issuedRemote diagnosisOn site
P1Any zone measured or model-projected below Guaranteed Minima; any critical-zone joint above 3x its Baseline value≤ 4 h from detection≤ 4 business hours≤ 3 business days
P2Non-critical joint at 2 to 3x Baseline; trend model predicting a Guaranteed Minima breach within 90 days≤ 4 h from detection≤ 1 business day≤ 10 business days
P3Drift beyond model tolerance without breach risk; single-sensor fault; environmental flag at a gasket-critical jointDaily digest≤ 5 business daysNext scheduled visit
SMonitoring System outage or degraded acquisition exceeding 4 h≤ 4 h from detection≤ 1 business day≤ 2 business days if hardware fault
Class S protects the watcher itself: an unmonitored month is silently worthless to the evidence trail, so system faults carry field-response commitments of their own. Critical zones are designated by the Customer in Schedule A, capped at 30% of envelope area at standard pricing.

Scheduled and administrative service levels

Service levelTargetMeasured by
Monitoring Availability (clause 08)≥ 99.0% monthlyOps-desk uptime log
Monthly data export (open formats)By 5th business dayDelivery timestamp
Quarterly compliance dashboardBy 10th business dayDelivery timestamp
False-positive analysis2 business daysTicket log
Critical security patch application≤ 14 days from vendor releasePatch register
Annual re-certification survey window±30 days of anniversarySurvey date
Survey report delivery15 business days after surveyReport timestamp
Repair supervision attendance (notified ≥10 days ahead)Agreed date, 95% adherenceAttendance record
Gasket-cartridge order fulfilment10 business days ex-worksDespatch record
Boundary EMF annual reportBy anniversary dateReport timestamp
Security incident notification≤ 24 h from confirmationIncident register
05 · Credits

Availability & service credits, worked

Availability formula (clause 08)
Availability % = (Total minutes − Unplanned downtime) ÷ (Total minutes − Planned Maintenance) × 100
Exclusions from downtime: Planned Maintenance (≤8 h/quarter, 10 business days' notice), Customer power or network loss, denied access, force majeure. Edge buffering preserves data completeness through uplink outages up to 30 days, so an outage can dent Availability without ever losing the evidence trail.

Worked example: annual fee €300,000, quarterly fee €75,000

QuarterEventsCredit calculationCredit
Q1All levels met0€0
Q2P1 on-site response missed once; February Availability 98.4%2.5% + 2.5% of €75,000€3,750
Q3Dashboard delivered late; Availability 96.2% in August2.5% + 5.0% of €75,000€5,625
Q4All levels met0€0
YearTotal creditsCap check: €9,375 < 20% of €300,000€9,375

The cap of 20% of annual fees keeps the credit regime a service-quality instrument rather than an insurance policy; genuine loss scenarios route through clause 17 liability and the insurance stack, not through credits.

06 · Schedules

Schedules index

ScheduleContentsSource document
AGuaranteed Minima by zone; critical-zone designations; internal EM source assumptions; any X-MAG measured rangesSite commissioning results
BFees, rate card, multipliers, mobilisation charges, indexationAVE-EMV-CS-002 §04
CPhenomena and exclusions table (physics honesty)AVE-EMV-RD-001 §02
DMeasurement methods, instruments, calibration cycle, uncertainty budgets, independent-verification procedureAVE-EMV-RD-001 §10
EMonitoring System specification, thresholds, false-positive rate, ownership model, depreciation schedule, refresh termsX-SENSE product file
FCybersecurity controls, ISO 27001 alignment, insurance limits, personnel screeningTo be drafted with CISO input
GExit and handover procedure, data formats, hardware buyout mechanics, transition supportClause 18 expansion
07 · Risk

Tier 3 specific risks & mandatory reviews

RiskMitigation / required reviewSeverity
Cyber liability inside a data centreA monitoring vendor is an attack surface in the customer's most sensitive facility. Data-diode mode, no inbound control, ISO 27001 programme, cyber insurance at Schedule F limits. CISO-level review on both sides before signature.High
Alert fatigue and false positivesUntuned thresholds destroy credibility fast. Clause 07 tuning regime, contractual false-positive rate in Schedule E, no-charge rectification trigger.High
Model-projected P1s disputedTrend-predicted breaches invite argument. Schedule D gives monitoring evidential parity only when calibration is current; annual independent verification is the pressure valve.Medium
Hardware obsolescenceSensors outliving their electronics is the norm. Year 5 refresh baked into both ownership models; test lands are passive and outlive everything.Medium
24/7 ops-desk economicsA monitored desk needs volume. Until the book passes roughly 10 Tier 3 sites, deliver via a qualified monitoring partner under flow-down SLAs; insource at scale.Medium
Competition-law exposure of parts clausesClause 10 wording already frames genuine-parts requirements as objective quality justification with an open certification path; competition counsel must confirm.High
08 · Beyond

New approaches beyond this brief

IdeaSketch
DCIM / BMS integrationPublish Continuum alerts as a northbound API (BACnet/REST) into the customer's existing data-centre infrastructure management stack, so P1s land in the NOC queue they already staff. Reduces our ops-desk load and deepens integration lock-in honestly.
Insurer data feedAn opt-in, customer-controlled quarterly attestation feed to the site's insurer: continuous shield integrity as an underwriting input, targeting a premium credit that offsets part of the Tier 3 fee.
Fleet benchmarkingFor multi-site customers, anonymised percentile benchmarking across their own portfolio ("Site 4's north elevation ages 2x faster than fleet median"), turning the dataset into an estate-management tool.
Predictive gasket logisticsLet the trend model drive consumable supply: cartridges despatched before the P2 threshold is reached, converting emergency work into scheduled work and smoothing engineer utilisation.
Continuum Lite retrofitA reduced sensor set retrofittable to Tier 1/2 sites at year 2 or 5 surveys, creating an upgrade ladder and reusing survey visits as installation windows.