Terms of use

These terms govern use of the Sutra platform, provided by [to supply: registered entity name and number] of [to supply: registered address]. They sit alongside the written agreement between us and your organisation; where the two differ, that agreement takes precedence.

There is no self sign-up. Accounts are created by the operations team at the request of the organisation the account belongs to, and that organisation decides who has one and what each person may see.

You are responsible for what happens under your account. Do not share credentials. Changing a password signs out every session on that account, including any still open elsewhere — use that if you believe your password is known to somebody else, and tell your administrator.

Repeated incorrect sign-in attempts lock an account temporarily. This protects you and is not a fault.

Consumption figures are derived from readings collected from meters installed at your sites. Where readings do not arrive — a meter is offline, a vendor’s system is unavailable, a network fails — the platform reports the gap. It does not estimate, interpolate or otherwise fill in missing readings, and every aggregate carries the share of expected readings that actually arrived.

Because of that, figures are accurate to the extent the meters and their vendors’ systems are. We do not warrant the accuracy of a reading we did not take, and a figure should be read together with the completeness stated beside it.

Where a project is being certified, we make its consumption figures available to the certifying authority through a key scoped to that project. Requesting certification, meeting its criteria and any decision the authority makes are matters between your organisation and that authority. We report figures; we do not obtain, influence or guarantee any certification or rating.

Use the platform for monitoring the sites it was provisioned for. Do not attempt to reach another organisation’s data, probe or interfere with the service, or use automated means to extract data beyond the interfaces provided. We may suspend an account being used this way.

We aim to keep the platform available and to collect readings on schedule, but it is provided without any uptime guarantee except as set out in [to supply: service level commitment, if any]. Planned maintenance will be notified in advance where practical.

Your readings and records remain yours. We process them to run the service, as described in our privacy notice. On the ending of your agreement, data is returned or deleted as set out in [to supply: data return and deletion terms].

The platform itself — the software, its interfaces, its documentation and anything we develop while providing the service — remains ours. Signing in gives your organisation the right to use it for the sites it was provisioned for, for as long as the agreement runs. It does not transfer ownership of any part of it.

Your readings, your records and the documents you upload remain yours, as set out under “Your data” above. Where we produce aggregate statistics that identify neither your organisation nor any person — how the platform performs, how often vendors respond — we may use those to run and improve the service.

Fees, payment terms, limits of liability, warranties and how either side may end the agreement are set out in [to supply: the commercial agreement these terms refer to]. Nothing here limits liability that cannot lawfully be limited.

We may suspend access where an account is being used against “Acceptable use” above, where we are required to by law, or where fees remain unpaid after [to supply: notice period before suspension for non-payment]. Except where the risk makes it impossible, we will tell you first and give you the chance to put it right. Suspension does not delete your data, and readings continue to be collected unless we say otherwise.

Each side will cover the other against claims arising from its own breach of these terms — for us, a claim that the platform itself infringes somebody’s rights; for you, a claim arising from the data you put into it or the use made of the figures it reports. The limits and the process for handling a claim are those in [to supply: the commercial agreement these terms refer to].

Neither side is in breach for a delay or failure caused by something genuinely outside its control — a network or power failure, an infrastructure provider’s outage, an act of a public authority, industrial action or a natural event. This does not excuse paying what is owed, and if such an event continues beyond [to supply: period after which either side may terminate] either side may end the agreement.

One consequence is specific to this platform: readings we cannot collect during such an event are reported as gaps rather than estimated, exactly as described above.

We may update these terms; material changes will be notified to the organisations using the platform. These terms are governed by [to supply: governing law and jurisdiction].

Questions about these terms: [to supply: contact address].