Service Level Conditions
1. Service level docupike
The subject of these terms and conditions is the definition of performance parameters ("service levels") for measuring and controlling the quality of the IT services to be provided by synetics as well as the determination of measures in the event of non-compliance with these service levels.
2. Availability
Availability rate: synetics guarantees an availability of the IT services agreed in connection with the docupike software of 99.9% ("availability rate") per observation period (month). Maintenance windows are not included in the calculation of the availability. The IT services are available if they have been provided or are achievable in the agreed period in accordance with the agreed availability quota.
3. Service, troubleshooting
3.1 General service: synetics shall set up a support service for inquiries from the customer regarding general functions of the docupike software and fault reports. Inquiries can be made by e-mail.
3.2 Customer's duty to cooperate: The customer shall inform synetics immediately of all malfunctions and failures.
3.2 Process: The customer shall inform the provider of all malfunctions by e-mail. The language for all tickets shall be English.
4. Remuneration
4.1 No additional remuneration: The remuneration for the provision of IT services is regulated in the TOS (main contract). Compliance with the above service levels shall not be remunerated separately.
4.2 Individual cases: In individual cases, synetics may charge the customer for IT services rendered if the customer has reported a malfunction and the reported malfunction occurred outside of synetics' area of responsibility. This shall not apply if synetics could not have recognized that the disruption did not occur within the customer's area of responsibility when applying the necessary diligence.
5. Final Provisions
No further conclusion of contract: The above service level conditions only serve to specify the additional support services owed under the GTC (main contract) and do not establish any further contractual relationship.