Service Description / Leistungsbeschreibung

Service Description

Scope: B2B SaaS

1. General and Subject of the Contract

1.1. The Provider makes the Software available to the Customer for use over the Internet as "Software-as-a-Service" (SaaS). The functional scope of the Software is based on the current service description on the Provider's website and the accompanying documentation at the time the contract is concluded.

1.2. The Provider owes the provision of the Software for use, but not a specific economic success for the Customer.

2. Provision and Hosting

2.1. The Software is hosted on servers in data centers within the European Union. The Provider uses professional cloud infrastructure service providers for this purpose (including Google Cloud, Vercel, Supabase).

2.2. Access is via a current web browser. The Customer's Internet connection to the servers is not part of the service.

3. Availability (Service Levels)

3.1. Best-Effort Principle: The Provider provides the Software with an availability of 99.0% on an annual average (Best Effort). A guaranteed minimum availability (SLA) is expressly not owed.

3.2. Excluded from the calculation of availability are:

• Planned maintenance work outside normal business hours or announced in advance.
• Downtime due to technical failure of the sub-providers used (e.g., failure of a Google Cloud Region), provided the Provider has not caused this intentionally or with gross negligence.
• Periods of non-availability due to circumstances beyond the Provider's control (force majeure, DOS attacks, general Internet infrastructure disruptions).
• Failures caused by the Customer's improper use of the Software.

4. Support and Service Hours

4.1. The Provider provides support to assist with technical problems when using the Software.

4.2. Support is provided exclusively via email or via the integrated ticket system.

4.3. Service Hours: Support is available on working days (Monday to Friday, excluding nationwide public holidays at the Provider's registered office) between 09:00 and 17:00 (CET/CEST).

4.4. Response Times: The Provider endeavors to respond promptly to support requests ("Best Effort"). Fixed response or recovery times are not agreed upon.

5. Backup

5.1. The Provider carries out regular (at least daily) backups of the customer databases.

5.2. Backups are stored encrypted on redundant storage systems within the EU.

5.3. The retention period for backups is a rolling 30 days (Point-in-Time Recovery).

6. Updates and Further Development

6.1. Since this is a SaaS solution, the Software is continuously being further developed. The Provider is entitled to change or expand the functional scope or restrict functions that are not essential to the contract, provided this is reasonable for the Customer.

6.2. Major updates, provided they affect existing workflows, will be announced to the Customer in good time via email or in-app notification.

7. Customer's Obligations to Cooperate

7.1. The Customer is obliged to provide the system requirements necessary for use (current browser, stable internet connection) at their own expense.

7.2. The Customer must keep their access data secret and protect it from access by third parties.