Support Schedule.

1. Purpose of this Schedule

1.1 This Support Schedule defines the scope of Basic Support and Premium Support, sets clear expectations around fair usage, and draws a firm boundary between routine support and chargeable Project Work. It forms part of the Terms & Conditions of Supply and is to be read with them; Section 12 explains how it is interpreted.

1.2 Support services are intended to maintain, secure, and incrementally improve an existing website. They are not intended to deliver large-scale content programmes, major restructures, bulk document conversion, or ongoing change programmes unless expressly agreed as Project Work.

1.3 Where requests fall outside the scope of routine support as defined in this Schedule, the Supplier may classify the work as Project Work in accordance with Section 8.

1.4 A plain-language summary of Basic Support and Premium Support is published in the Supplier’s knowledge base for convenience only. This Schedule sets out the full scope, allowances and exclusions of each level of support and prevails over any summary.

2. General Support Principles (All Customers)

2.1 Helpdesk model

Support is delivered via the Supplier’s helpdesk during Normal Business Hours. All requests are logged, triaged, prioritised, and scheduled at the Supplier’s discretion.

To ensure efficient handling of requests, Customers should submit support requests through the Supplier’s designated helpdesk channel, being the support email address notified to the Customer (at the effective date of this Schedule, support@treeviewdesigns.co.uk), or such other channel as the Supplier may notify to the Customer from time to time. Requests sent directly to individual members of staff may be redirected to the helpdesk or logged on the Customer’s behalf before work begins.

The Supplier cannot guarantee that requests sent outside the helpdesk will be tracked or actioned until they are logged through the helpdesk system.

The helpdesk is not an emergency service. Requests are dealt with during Normal Business Hours, and the Customer should ensure that at least one of its own users is able to publish urgent notices on the Site. Requests must come from the Designated Contact or another person whom the Customer has authorised, and the Supplier may ask for confirmation of a person’s authority before acting.

Support requests must not contain patient information, passwords or other login details. Where a request contains such information, the Supplier may delete it and ask the Customer to send the request again without it.

2.2 Fair usage

Support is provided on a fair and reasonable use basis. Requests must be proportionate, ad-hoc in nature, and consistent with routine website maintenance.

The Supplier may also consider the cumulative volume, frequency, and coordination effort associated with multiple requests when determining whether usage remains fair and reasonable.

Where the volume, complexity, coordination effort, or frequency of requests becomes unreasonable, repetitive, or resembles an ongoing programme of work, the Supplier may:

1. pause or defer requests;
2. reclassify the work as Project Work; and/or
3. charge additional work at the Supplier’s prevailing hourly rate (currently £130 + VAT).

2.3 Accessibility and NHS compliance

All work carried out under support will be delivered in accordance with:

1. WCAG 2.2 (AA) accessibility standards; and
2. relevant NHS digital, accessibility, and information governance guidance.

Requests that would knowingly compromise compliance may be declined or require written confirmation from the Customer accepting responsibility for any resulting non-compliance.

2.4 Third-party systems

Support does not include the operational management, configuration, or troubleshooting of third-party platforms or services, including (without limitation) online consultation systems, appointment booking tools, analytics platforms, video hosting services, or externally managed clinical systems.

For the avoidance of doubt, this Section does not exclude features that the Supplier itself provides as part of the Site, including the Digital Triage Features, or as an Add-on Service, including PatientInsights and Group Central Management. Add-on Services are supported in accordance with the Order for the relevant Add-on Service and its applicable Charges. Where the Customer subscribes to PatientInsights, its setup and the reports it provides through the Site’s control panel are supported in accordance with that subscription, notwithstanding that PatientInsights draws on Google Analytics 4 and Algolia. The Supplier does not manage those underlying services, or any analytics account or platform that the Customer operates or connects independently of PatientInsights, and the figures reported may be affected by consent choices, browser privacy settings and third-party reporting delays.

The platform collects website usage statistics for each Site through Google Analytics 4, only where a visitor has agreed to optional cookies through the consent mechanism described in Section 2.6. On request, the Supplier will give a user nominated by the Customer access to the statistics collected for the Customer’s Site. The Supplier does not configure, interpret or report on those statistics, except through PatientInsights where the Customer subscribes to it, and Section 2.8 applies to any further analytics work.

The Site’s search function relies on an account that the Customer holds with a third-party search provider (currently Algolia). The Customer is responsible for keeping that account active. If the account lapses, is paused or is deleted, the Site’s search will stop working until the account is restored. The platform has no alternative search function: on request the Supplier will help to reconnect the account or, if the Customer prefers, remove the search function from the Site.

Where a third-party script, embed or service added to the Site at the Customer’s request affects the performance, security, accessibility or availability of the Site, the Supplier may disable or remove it and will tell the Customer that it has done so.

2.5 Accessibility statement

The Customer, as the body responsible for the Site, is responsible for ensuring that an accessibility statement is published on the Site where required by the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018, and for keeping that statement accurate in respect of the content it publishes or supplies.

At go-live the Supplier will prepare and publish on the Site an accessibility statement, following the GOV.UK model accessibility statement, describing the accessibility of the Supplier’s platform and the Customer’s chosen design template. The Supplier will update the platform and template sections of the statement where a core platform development materially changes them.

The Customer is responsible for reviewing the statement at least once a year and whenever the Site changes significantly, in accordance with GOV.UK guidance. Under Premium Support, the Supplier will review and update the statement following each annual accessibility audit under Section 4.2. Under Basic Support, review and updating of the statement after go-live in respect of the Customer’s own content remains the Customer’s responsibility in accordance with Section 3.2, and any such update requested from the Supplier is Project Work.

2.6 Cookies, consent and privacy information

The Site includes the cookie consent mechanism built into the Supplier’s platform, which allows visitors to accept or reject non-essential cookies, together with template cookie policy wording. Under both Basic Support and Premium Support the Supplier keeps that mechanism and the template wording current for the cookies and similar technologies set by the platform and by any optional feature supplied by the Supplier that the Customer has enabled. This Section is without prejudice to Section 2.4.

The Customer remains responsible for:

1. its own privacy notice and any other notice published on the Site, which are Customer content;
2. any configuration choices it makes, or instructs the Supplier to make, in respect of the consent mechanism;
3. any changes it makes to the template cookie policy wording; and
4. any third-party script, embed or service that the Customer adds to the Site or asks the Supplier to add, including any cookies or similar technologies it sets.

Changes to the Customer’s own notices are content updates: under Premium Support they fall within routine updates subject to fair usage under Section 4.4; under Basic Support they are made by the Customer’s own users or treated as Project Work. Clause 4.2 of the Terms & Conditions of Supply continues to apply to all content published on the Site.

2.7 Planned maintenance and interruptions

The Supplier will carry out planned maintenance that is expected to make the Site or any Digital Triage Features unavailable outside Normal Business Hours where practicable, and will give the Designated Contact reasonable advance notice of such maintenance where practicable.

Where the Supplier becomes aware of an unplanned interruption affecting the Site, it will use reasonable endeavours to restore the Site and, during Normal Business Hours, to keep the Designated Contact informed. Nothing in this Section creates a guaranteed level of availability, and clause 9.2 of the Terms & Conditions of Supply continues to apply.

2.8 Search engine optimisation and digital marketing

The Supplier’s platform is built in line with good technical practice for search engines, and the control panel allows the Customer’s users to manage the page titles, descriptions and practice information that search engines use. These are features of the platform. They are not a search engine optimisation or marketing service, and neither Basic Support nor Premium Support includes such a service.

The following are not included within Basic Support or Premium Support:

1. search engine optimisation strategy, keyword research, ranking or competitor analysis, and audits of the Site for search or advertising purposes;
2. reviewing or implementing recommendations, specifications or reports produced by, or for, a search, advertising or marketing consultant or tool;
3. writing or rewriting content for search ranking or advertising purposes, including changes required to meet an advertising platform’s policies;
4. landing pages, campaign pages and other pages created for advertising, patient registration campaigns or list growth, including pages kept out of the Site’s navigation or out of search results, and copies or variants of such pages;
5. setting up, configuring, managing or reporting on advertising, analytics, tag management, conversion tracking or search engine webmaster accounts and tools (such as Google Ads, Google Analytics, Google Tag Manager and Google Search Console), including events, goals and conversions;
6. changes to the platform’s technical search settings for an individual Site, such as structured data, canonical, indexing or sitemap rules; and
7. business listings and profiles (such as Google Business Profile and Bing Places), online reviews, link building, social media and email marketing.

For the avoidance of doubt, the following are not excluded by this Section and are handled in accordance with the rest of this Schedule:

1. routine, proportionate changes to the Site using wording supplied by the Customer (including page titles, descriptions and headings), and ordinary pages created from content supplied by the Customer, whatever the Customer’s reason for requesting them. Under Premium Support these are routine updates subject to Section 4.4; under Basic Support they are made by the Customer’s own users in accordance with Section 3.2;
2. adding to the Site, through the platform’s consent mechanism, a site verification code or a standard analytics, advertising or tag management snippet supplied by the Customer, subject to Sections 2.3 and 2.6;
3. access to the Site’s usage statistics in accordance with Section 2.4; and
4. general guidance on how the Site’s features work.

Where the Customer asks for any work excluded by this Section, the Supplier may decline it or treat it as Project Work under Section 8. The Supplier will provide a written scope and quotation before any such work starts, and the work is charged in accordance with Section 9.

Requests from a consultant, agency or other third party acting for the Customer must be made by the Customer through the helpdesk in accordance with Section 2.1, and Section 6.1(g) applies to them. The Supplier does not give third parties access to its servers, hosting environment, code or databases. A third party may use the control panel only as an authorised user of the Customer, subject to clause 4.5 of the Terms & Conditions of Supply, and work needed to correct changes made by a third party using such an account is Project Work.

The Supplier may refuse to add to the Site any advertising, tracking or similar technology which, in its reasonable opinion, would compromise patient confidentiality, information governance or NHS Guidance, and Section 2.3 applies to any such request.

The Supplier gives no guarantee as to the Site’s position or visibility in any search engine, the approval or performance of any advertisement, or the number of visitors, registrations or patients the Site attracts, and clause 9.2 of the Terms & Conditions of Supply applies.

3. Basic Support (Included for All Customers)

3.1 Scope of Basic Support

Basic Support provides the essential technical foundation required to securely host and operate the Site.

Basic Support includes:

1. secure UK-based website hosting;
2. SSL certificate provision and renewal;
3. secure automated backups of the Site, taken daily and stored separately from the live Site (details of retention and recovery arrangements are available on request);
4. domain name management;
5. technical platform support;
6. core platform developments applied across the Supplier’s system;
7. ongoing security maintenance and patching;
8. the cookie consent mechanism and template cookie policy wording described in Section 2.6;
9. access to the Supplier’s online knowledge base; and
10. access to online training resources and to the Supplier’s free group training sessions delivered online (currently two sessions each month), subject to availability and booking.

The Supplier may vary the timing, format and frequency of group training sessions from time to time.

3.2 Exclusions from Basic Support

Basic Support does not include:

1. content updates, page creation, or content restructuring;
2. SmartForm creation or modification;
3. accessibility audits, remediation, or compliance monitoring, including updates to the accessibility statement in respect of the Customer’s own content (Section 2.5);
4. layout, design, navigation, or structural changes;
5. assistance with PDFs, Word documents, or document conversion; or
6. search engine optimisation or digital marketing services (Section 2.8).

Any such requests fall outside Basic Support and may require Premium Support or be treated as Project Work.

4. Premium Support (Enhanced Managed Service)

4.1 Relationship to Basic Support

Premium Support includes all services provided under Basic Support, together with the enhanced managed, compliance-led, and proactive services set out below.

4.2 Scope of Premium Support

Premium Support provides a managed website service, within the limits set out in this Schedule, including:

1. priority handling and faster response times during Normal Business Hours;
2. proactive issue identification and resolution;
3. active NHS contract compliance support;
4. active accessibility compliance support;
5. an annual accessibility audit;
6. routine, proportionate website updates within the limits set out in this Schedule;
7. guidance on NHS standards, accessibility, and best practice; and
8. eligibility for a website refresh, subject to Section 5 of this Support Schedule.

The annual accessibility audit is a review of the Site at the time it is carried out. It is not a certification or guarantee that the Site, or any content published by the Customer, meets any accessibility standard at any other time.

Any support response time published by the Supplier is an average figure across the Supplier’s support service. It is published as a service indicator only and is not a guarantee that any individual request will receive a response, or be completed, within that time.

4.3 SmartForms

Premium Support includes:

1. up to 1 new SmartForm build per calendar month; and
2. up to 4 hours per calendar month of updates, amendments, and changes to existing SmartForms only.

The 4-hour allowance applies exclusively to existing SmartForms and does not include:

1. new page creation;
2. restructuring of forms into pathways or multi-page journeys;
3. bulk form creation; or
4. form-related discovery or redesign work.

Unused SmartForm allowances do not roll over.

The SmartForm allowance is intended for minor amendments and routine maintenance only and is not intended to support the redesign or redevelopment of complex workflows, triage systems, or structured service pathways.

4.4 Website updates: fair usage clarification

Premium Support includes routine, ad-hoc website updates that are proportionate in scale and frequency. Premium Support is not unlimited. Any description of the Site or the platform as allowing unlimited pages or content refers to the capacity of the platform, and not to the amount of work the Supplier will carry out under support.

Where update requests:

1. are frequent, extensive, or coordinated as a batch;
2. involve significant content creation or restructuring; or
3. would reasonably be considered ongoing or programme-based,

such work may be paused, reclassified as Project Work, or charged at the Supplier’s prevailing hourly rate (currently £130 + VAT).

Where the Customer’s Order includes both Premium Support and the Group Central Management add-on, Section 6.2 applies to agreed routine updates published through Group Central Management.

5. Website Refresh Every Three Years (Premium Support Only)

5.1 Entitlement

As part of Premium Support, a Customer who meets the eligibility conditions in Section 5.2 is entitled to a new website build, designed and delivered on the Supplier’s then-current platform, design system, and technical framework, no more often than once every three (3) years. The refresh is included in the Charges for Premium Support.

Refresh eligibility does not accumulate and cannot be claimed retrospectively.

5.2 Refresh eligibility calculation

The Customer becomes eligible for a website refresh when both of the following conditions are met:

1. at least three (3) years have passed since the official go-live date of the Customer’s most recently launched website delivered by the Supplier; and
2. the Customer has held Premium Support continuously, and paid the Charges for it, for at least three (3) consecutive annual terms, none of which has already counted towards an earlier refresh.

Time during which the Customer held Basic Support does not count towards condition (b). The Customer must also hold Premium Support, with no Charges overdue, when the refresh is offered and until the refreshed website goes live.

Where a new website build or major rebuild takes place after the commencement of the Premium Support agreement, the refresh cycle will reset and run from the go-live date of that website.

Delays caused by the Customer, third-party organisations, or external approvals may affect the timing of the website launch and therefore the calculation of the refresh cycle.

5.3 Timing and discretion

Meeting the eligibility conditions gives the Customer a place in the Supplier’s refresh programme. It does not entitle the Customer to a refresh on, or by, any particular date. The Supplier schedules refresh builds at its discretion, according to its capacity, planning, and operational considerations, and a refresh may be delivered some time after the Customer becomes eligible, including during a later term.

The Customer cannot require the refresh to be delivered within a specific timeframe, and no refund, credit or reduction in the Charges is due because of the date on which a refresh is scheduled or delivered.

5.4 Upgrade process

When a Customer becomes eligible for a website refresh, a member of the Supplier’s team will contact the Customer to:

1. confirm eligibility;
2. explain the refresh process;
3. outline expected timelines and requirements; and
4. allow the Customer to either proceed with the refresh or, subject to Section 5.6, remain on their existing website.

If the Customer chooses not to proceed with a refresh when offered, the Supplier may defer the next refresh opportunity until a future delivery window.

5.5 Recommendation to upgrade

The Supplier strongly recommends that Customers proceed with the website refresh when offered. A refreshed website:

• provides a modern, updated design;
• ensures the Site operates on the Supplier’s latest supported system;
• includes new features and improvements not available on older platforms; and
• benefits from improved security, performance, and long-term supportability.

5.6 Declining a refresh

Customers may choose to decline a website refresh and remain on their existing website and system. However, the Customer acknowledges that:

1. technology, security standards, and compliance requirements evolve rapidly;
2. older systems may become increasingly difficult or impossible to support;
3. older codebases and frameworks may develop security vulnerabilities or exploits; and
4. future features and improvements may not be compatible with legacy platforms.

The Supplier may reduce or limit the support available for a legacy system where doing so is necessary to maintain security, stability, or operational sustainability. Any such reduction will be notified to the Customer in writing, stating what is being reduced or withdrawn and the date from which the change applies, and will not affect the Customer’s entitlement to a website refresh under Section 5.1.

Where a Customer repeatedly declines refresh opportunities, the Supplier may notify the Customer in writing that continued hosting or support of the existing website will not remain viable beyond the then-current term. In such circumstances the Supplier may require the Customer to proceed with the refresh, which remains included in Premium Support under Section 5.1, as a condition of renewal of the Contract for a further term or, where no reasonable alternative exists, decommission the existing website. Any such requirement or decommissioning takes effect only from the end of the then-current term, and only where the Supplier has given the Customer at least ninety (90) days’ written notice before that date. Nothing in this Section 5.6 permits the Supplier to decommission a Site during a term for which the applicable Charges have been paid.

Clause 11 (Data Return and Deletion) of the Data Processing Agreement applies to any Personal Data held on a decommissioned website as if the Services had terminated on the date of decommissioning. This Section 5.6 is without prejudice to either party’s rights under clause 10 (Term and Termination) of the Terms & Conditions of Supply.

5.7 Customer review and approval timeline

Once the Supplier provides the Customer with the first draft of the refreshed website, the Supplier will confirm a proposed launch date for the new website within the accompanying communication.

The Customer is expected to review the draft website promptly and provide feedback, approvals, or requested amendments in a timely manner so that the agreed launch date can be achieved.

The Customer therefore agrees to:

1. review the draft website carefully and thoroughly;
2. respond to emails or feedback requests from the Supplier in a timely manner; and
3. provide consolidated feedback where possible to support efficient progress.

The proposed launch date will typically be set at approximately one (1) month from the date the first draft is issued.

Where feedback, approvals, or responses are delayed, the planned launch date may not be achievable and the Supplier reserves the right to reschedule the launch based on operational capacity.

6. Explicit Exclusions from Premium Support

6.1 The following are not included within Premium Support and shall be treated as Project Work:

1. creation of large numbers of new pages, including content hubs, libraries, portals, or structured information pathways;
2. bulk creation, restructuring, or migration of clinical or informational content;
3. ongoing or scheduled programmes of content production;
4. major navigation, information architecture, or structural changes;
5. large-scale accessibility remediation projects;
6. work spanning multiple practices, PCNs, or organisations, other than agreed routine updates published through Group Central Management within Section 6.2;
7. work originating from third-party organisations not contracted directly with the Supplier. For this purpose, work that the Customer requests for publication to websites connected to it through Group Central Management is not work originating from a third-party organisation; and
8. search engine optimisation and digital marketing services, as described in Section 2.8.

6.2 Group Central Management is an Add-on Service for sharing content across connected websites hosted by the Supplier. It is chargeable, comprising a set-up fee and an annual licence fee as set out in the Order, and is available with either Basic Support or Premium Support; purchasing it does not change the Customer’s level of support. Under Basic Support, the Customer’s authorised users operate Group Central Management themselves and support for it is limited to the technical platform in accordance with Section 3. Notwithstanding Section 6.1, where the Customer’s Order includes both Premium Support and the Group Central Management add-on, agreed routine, proportionate updates that the Supplier prepares and publishes through Group Central Management to the websites connected to the Customer through that add-on are included within Premium Support, subject to the fair usage provisions of Sections 2.2 and 4.4 and to Sections 8 and 9. For the purposes of Sections 2.2 and 4.4(a), a single agreed update published to several connected websites is assessed by reference to the content prepared, not the number of websites receiving it. Larger or ongoing programmes of work across connected websites remain Project Work and require a separate written scope and quote in accordance with Section 8.

6.3 Content that the Customer publishes through Group Central Management to another practice’s website, or instructs the Supplier to publish on its behalf under Section 6.2, is Customer content. The originating Customer is responsible for that content, including its accuracy and its suitability for each website selected to receive it, in accordance with clause 4.2 of the Terms & Conditions of Supply. Each receiving practice is responsible for its own local publication decisions and for the content of its own website. Where the Supplier prepares or publishes content under Section 6.2, it does so on the basis of the Materials and instructions supplied by the Customer.

7. PDFs and Long Documents

7.1 Accessibility-led position

As a matter of accessibility, usability, and compliance, the Supplier discourages the use of PDFs where equivalent web content is appropriate.

7.2 Fair usage for short documents

Premium Support may include limited assistance with short, simple documents where, in the Supplier’s reasonable opinion, conversion is straightforward and proportionate.

For guidance only (and without creating any entitlement), this may include:

1. documents of up to three (3) pages;
2. plain text or lightly formatted content;
3. minimal or no tables, charts, complex layouts, or legal structuring; and
4. content that can be transferred directly without interpretation or restructuring.

7.3 Long and complex documents

The Supplier will not convert long or complex documents into web pages under support where, in the Supplier’s reasonable opinion, such documents:

1. exceed three (3) pages;
2. contain complex tables, structured layouts, diagrams, or detailed legal formatting;
3. require interpretation, summarisation, editorial judgement, or restructuring; or
4. would reasonably require significant time, validation, or specialist review to convert appropriately.

Any document falling outside the parameters set out in Section 7.2 shall be treated as a long or complex document and excluded from support-based conversion.

7.4 Alternative approaches

Where appropriate, the Supplier may:

• advise on publishing documents in an accessible PDF format;
• provide guidance on structuring future content for the web; or
• offer a separate Project Work proposal for web-based conversion.

8. Project Work

8.1 Definition

Project Work includes any request which, in the Supplier’s reasonable opinion:

1. exceeds monthly support allowances;
2. introduces significant new scope or coordination effort;
3. resembles a standalone digital or compliance project; or
4. would materially impact support capacity.

Where the scope of a request expands during delivery such that it reasonably falls within the definition of Project Work, the Supplier may pause the work and reclassify it as Project Work.

8.2 Scoping and approval

Where work is classified as Project Work, the Supplier may pause delivery and provide a written scope, estimate, and timescale. Project Work will not commence without written approval.

9. Excess Usage and Charges

9.1 Where support usage exceeds agreed allowances or fair usage expectations, the Supplier may:

1. defer remaining requests to a subsequent month;
2. reclassify work as Project Work; and/or
3. charge additional work at the Supplier’s prevailing hourly rate (currently £130 + VAT).

9.2 Project Work and other additional work is charged at the Supplier’s prevailing hourly rate (currently £130 + VAT) in increments of thirty (30) minutes, unless the Supplier’s written quotation states otherwise.

9.3 Where the Supplier carries out work that falls outside the Customer’s level of support without charge, it does so as a gesture of goodwill. Doing so does not vary the Contract, and does not entitle the Customer to further such work without charge.

10. Governance and Capacity Protection

10.1 To protect service quality, staff wellbeing, and fairness across all customers, the Supplier reserves the right to:

1. limit, defer, or refuse requests that would overwhelm support capacity;
2. require consolidation of requests; and
3. require separate agreements for large or ongoing programmes of work.

11. Changes to this Support Schedule

11.1 The Supplier may update this Support Schedule where reasonably necessary to reflect operational requirements, service improvements, platform changes, regulatory developments, or evolving security and compliance standards.

11.2 Any revised version will take effect in accordance with the Terms & Conditions of Supply. The current version published online shall apply from the earlier of the start of the next renewal period or payment of an invoice issued on or after the effective date of the revised version.

12. Interpretation

12.1 In the event of any conflict between this Support Schedule and the Terms & Conditions of Supply, the Terms & Conditions of Supply shall prevail.

12.2 Capitalised terms used in this Support Schedule and not defined in it, including Add-on Services, Business Day, Charges, Contract, Customer, Designated Contact, Materials, Normal Business Hours, Order, Personal Data, Project Work, Services, Site and Supplier, have the meanings given in the Terms & Conditions of Supply. Section 8.1 describes Project Work for the purposes of this Schedule and is to be read with that definition.

12.3 In this Support Schedule, “SmartForm” means any online form built on the Supplier’s SmartForms feature and published on the Site, and “Digital Triage Features” means the Supplier’s SmartForms, PatientInbox and PatientPortal features, together with any related feature supplied by the Supplier through which patients submit requests or information to the Customer via the Site and the Customer reviews and responds to them.

12.4 References to a Section are to a Section of this Support Schedule. References to a clause are to a clause of the Terms & Conditions of Supply or of the Data Processing Agreement, as stated. Headings are for convenience only and do not affect interpretation.