Statement of Services

Effective Date:

March 31, 2026

This Statement defines the professional services provided by the Immersive Cyber Resilience Team (CRT). All services are subject to the underlying Master Services Agreement (MSA) between Immersive and the customer.

Services Menu

The table below lists the recurring services provided by Immersive’s CRT.

Service	Description	Scope
Crisis Sim Build	Our CRT provides a bespoke Crisis Build Service, designing leadership-focused simulations that test high-stakes decision-making and strategic consequences. Beyond delivering custom scenarios and playbooks, our experts can also partner with your team to co-create these exercises, upskilling you to build sophisticated simulations independently. This collaborative approach ensures your leadership gains total confidence in their response strategies and establishes a sustainable, self-sufficient capability tailored to your organization’s unique concerns. Crisis Sim Builds requiring rich media creation are out of scope and require custom scoping.	Up to 15 Injects No Rich Media Creation
Remote Crisis Sim Facilitation	Our CRT facilitates live, high-pressure simulations to observe decision-making under pressure. They will deliver a detailed executive debrief and a Readiness Gap Report that identifies friction points in your incident response plan, as well as gaps in confidence, justification, and leadership's ability to mitigate business impact.	1 day: 0.5 Day facilitation 0.5 Day (total) preparation and post-facilitation deliverables
Programs (Cyber Skill Paths)	Our CRT delivers a specialized Program Service that includes Cyber Skills Paths and audits roles against industry frameworks to identify unique competency gaps. Our experts co-create bespoke learning programs tailored to your team's maturity levels, ensuring every milestone is both achievable and verifiable. By mapping technical labs to job functions, this service provides a structured, measurable roadmap that demonstrates clear ROI through visible operational results and a precisely upskilled workforce.	1 Program
Technical Team Exercises	Our CRT delivers high-impact Technical Team Exercises, providing expert "range masters" to orchestrate immersive, static, and live-fire technical simulations. Beyond managing the environment, our experts design preparatory learning paths and monitor performance in real time to ensure maximum engagement. It should be based on the Technical Team exercises available in the Immersive One catalog, specifically the Dynatrace Threat Range or Cyber Range Exercises. Each exercise concludes with a comprehensive debrief and report detailing accuracy, duration, and skill gaps. Whether a single event or a series of events, this service provides a verifiable roadmap of team progress and clear visibility into operational strengths.	1 day: 0.5 Day facilitation 0.5 Day (total) preparation and post-facilitation deliverables
Conference Support	Our CRT acts as a strategic anchor at events, facilitating panels, crisis simulations, and walkthroughs to ensure you maximize your Immersive investment. We bridge the gap between vision and execution, helping you appreciate the wider cyber landscape and fully leverage your capabilities to drive measurable resilience and platform adoption. This is needed for in-person Crisis Sim facilitation.	1 In-Person 1 Day Event
Assessment Baselining	Our CRT’s assessment and baselining service is part of a wider programmatic offering that provides a data-backed foundation for strategic and operational management. They deliver a Capability Baseline Report that provides a data-backed starting point for measuring ROI and prioritizing future training investments where risk is highest. Based on this, your Cyber Resilience Consultant serves as a strategic advisor to integrate Immersive One into your broader security culture. They deliver a Strategic Resilience Roadmap to ensure continuous alignment between workforce development activities and evolving business security goals.	Up to 3 Days Effort
Bespoke Insight Reports	Beyond standard metrics, our CRT transforms raw platform data into executive narratives and KPIs. We provide benchmarking that translates technical activity into clear organizational resilience for the Board. If standard reporting isn’t enough, we develop bespoke insights and tailored requests to ensure your specific resilience goals are met.	Up to 3 Days Effort

Service Location. All services are provided remotely unless otherwise expressly stated in this Statement or an Order or agreed between the Parties in writing.

Days. A “Day” means eight (8) hours of services provided by the CRT during standard business hours (09:00 – 17:30). These hours may be consumed consecutively or non-consecutively over the Order Term.

Out-of-Scope Requests. Requests exceeding the scope limits in the Services Menu or that are particularly complex require custom scoping as agreed between Immersive and the Customer.

Renewal. Each purchased service shall renew annually, unless otherwise agreed between Immersive and the Customer.

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Consumption and Service Scheduling

Consumption. Services must be consumed within the relevant Order Term; unused units do not roll over.

Service Scheduling. Requests for services must be made in writing at least 3 weeks prior to the requested start date. Immersive will confirm availability within three (3) business days of the request. Bookings for live events (e.g., Conference Support) are confirmed only upon written mutual agreement of the date and location.

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Scoping

Immersive employs a two-tiered scoping process:

Standard Engagement Scoping. Every service engagement begins with a Requirements & Scoping session to align on objectives. Following this session, Immersive will produce a high-level Scoping Document.
Custom or Complex Scoping. Where a request falls under "Out-of-Scope Requests" (as defined above), Immersive will conduct a formal, in-depth scoping exercise. This will result in a detailed Scoping Statement of Work that establishes clear milestones, success metrics, and delivery timelines, as mutually agreed upon in writing before the commencement of the services.

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Service Delivery Framework

To ensure quality across different service types, our CRT operates under two delivery standards:

Milestone-based delivery (builds, reports)

For services resulting in a digital or document-based deliverable (e.g., Crisis Sim Builds, Programs, Reports):

Design. Drafting of the scenario, architecture, or report framework.
Review. A single feedback loop for the Customer to provide comments.
Build / Finalize. Build and delivery of the final asset to the Customer.

Event-based delivery (facilitation)

For services involving live interaction (e.g., Crisis Sim Facilitations, Technical Team Exercises, Conference Support):

Prepare. Final briefing with Customer stakeholders and environment check.
Facilitate. Delivery of the live event by CRT.‍
After-Action. Delivery of a post-event report (e.g., Readiness Gap Report) and benchmarking.

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Review and Acceptance

Collaborative Sign-Off. Immersive will not proceed to the build or delivery phase of any service until the Customer has provided written sign-off on the scoping document (email sufficient).
Draft Review. Upon delivery of a deliverable (e.g., a Report or Crisis Sim Design), the Customer shall have five (5) business days to provide comments or request revisions.
Impact of Delays. The provision of services is contingent upon the Customer providing timely feedback. If the Customer delays in providing sign-off beyond the 5-day review period, all subsequent delivery dates and milestones shall be automatically extended by a period equal to the duration of the Customer’s delay.
Re-Work. Any requests for significant changes to the scope made after the "build" phase has commenced (following prior sign-off) may be treated as an Out-of-Scope Request and may incur additional fees.

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Customer Responsibilities

The successful delivery of the offerings and deliverables referenced in this Statement requires the Customer's cooperation. The Customer undertakes to act in a timely manner to:

Carry out any responsibilities allocated to it in the relevant Order or scoping document;
Provide Immersive with all documents, data, information, and materials reasonably required for the performance of the services and ensure that such materials are accurate and complete in all material respects;
Provide Immersive with clear and prompt feedback on any draft deliverables within the timeframes specified in this Statement;
Appoint a primary point of contact with the authority to provide approvals and make decisions regarding the scope and direction of the services; and
Ensure that relevant SMEs and key stakeholders are available for scheduled Requirements & Scoping sessions and debriefs.

The Customer acknowledges that Immersive's ability to meet milestones is dependent on the Customer’s timely performance of these obligations. If Immersive is prevented or delayed from performing its obligations due to a Customer act or omission (an Excusing Cause), Immersive shall not be in breach of this SoW and/or the MSA nor liable for any losses, damages, expenses, and/or costs incurred by the Customer as a result of Immersive’s performance being prevented or delayed. Immersive shall be granted an extension of time equal to the delay caused and shall be entitled to recover any additional costs incurred (including, but not limited to, unrecoverable travel expenses or resource re-allocation fees).

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Disclaimer

The offerings and deliverables referenced in this Statement are provided by Immersive to facilitate the Customer’s use of the Immersive One platform and shall not be taken to be professional advice; Immersive does not accept any responsibility to the Customer nor any other party for the use of the offerings and deliverables referenced in this Statement and/or the Immersive One platform for any purpose other than internal training or educational purposes.