Service Level Agreement (SLA) edi-service.eu

This is a convenience translation. Only the German version is legally binding; in case of any discrepancy the German version prevails.

This SLA applies to the full version. In the trial version, the Provider helps where possible, without commitments (Terms § 4(6)).

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1. What this SLA covers and what it does not

1. The SLA covers support, response times, updates and the availability of the services of the central system (license service, customer portal, onboarding, setup service, update distribution).
2. It does not cover the availability of the instance at the Customer's site. The software runs on the Customer's server; server, virtualisation, network, power and backup are the Customer's responsibility. The platform is a single-server system without high availability.
3. There is no 24/7 on-call service and no hotline at weekends.

2. Support languages and channels

1. Support and setup assistance are available in German and English. The contract language is German.
2. Channels: - E-mail to info@edi-service.eu (standard channel; each report receives a ticket number), - Telephone 07031 304747-0 for severity 1 incidents during support hours, - the Customer answers queries from the AI setup in the dashboard or in onboarding, not by e-mail.
3. A report should, where possible, contain: customer number, affected partner and channel, time, message text from the dashboard and, if necessary, the affected message. The Customer sends message contents containing personal data only if they are necessary for the solution (DPA § 1(2)(c)).

3. Support hours

Monday to Friday, 9:00 to 17:00 (Europe/Berlin), except on public holidays in Baden-Württemberg and on 24 and 31 December. Response times run only within support hours.

4. Severity levels and response times

1. First response means: a person has read and classified the report and responds with an initial result or a query. The times are response times, not guaranteed resolution times.
2. The Customer proposes the severity; the Provider may change it, giving reasons.
3. If the cause lies with the Customer or with a trading partner, the Provider helps to narrow it down; remedying it is then the Customer's responsibility.
4. New partner connections and mapping changes within the scope of License Agreement § 10 are handled first by the AI (queries in the dashboard). Support steps in if the AI cannot make progress.

5. Updates and maintenance of the instance

1. Automatic updates. The instance checks for new versions daily. The time is random between 0:00 and 6:00 server time; if the server was off at that time, the instance performs the check after start-up. Updates are signed, verified locally and applied only upwards.
2. Control by the Customer. The Customer can pause and resume updates at any time (edi-service-access update-pause and update-resume). During a pause, the Customer also receives no security fixes; edi-service-access status clearly shows the pause.
3. Announcement. The Provider announces updates that restart services or change behaviour at least 5 working days in advance with release notes in the dashboard and by e-mail to the technical contact. The Provider may provide urgent security fixes without advance notice.
4. Interruption. An update may briefly restart the instance's services. During this time, the inbound channels do not accept messages; partners resend according to their own retry rules.
5. Supported versions. The current version and the immediately preceding version are supported. The Customer must first update older versions (for example after a long update pause).
6. Operating system. The Customer installs Debian security updates for the server itself; the platform updates concern only the software.

6. Maintenance and availability of the central system

1. Planned maintenance of the central system takes place outside support hours where possible and, if it lasts more than 30 minutes, is announced at least 2 working days in advance.
2. License service. If it fails, the instance continues to work with the most recently renewed key (up to 14 days plus 7 days of grace, License Agreement § 3(4)). The Provider remedies a failure of the license service with severity 1 priority. A failure must never cause an instance with a valid contract to fall into read-only mode; if this happens nevertheless, it counts as a severity 1 incident, which the Provider remedies at its own expense.
3. Customer portal, onboarding and setup have no availability commitment. If they fail, the setup is postponed; ongoing operation of the instance is not affected.

7. Monitoring the Customer sees itself

1. The dashboard shows the license status (edition, expiry, grace period, partners used), the processing status of messages with error messages, the remaining validity of certificates and the AI consumption per operation.
2. The instance warns 60, 30 and 7 days before a certificate expires and reports errors by digest e-mail to the configured recipients.
3. The Provider does not actively monitor the Customer's instances. It sees only the counters from the license usage report (License Agreement § 3(3)).

8. Deputy arrangements

fokus it solutions is a one-person business. If the owner is absent for more than 3 working days, the Provider informs the customers in advance; response times are extended accordingly. The Customer's instance continues to run regardless.

9. Consequences of non-compliance

If the Provider exceeds the severity 1 response time more than once in a calendar month, it credits the Customer, at the Customer's request, 10 % of the monthly fee for each further overrun in that month, at most 25 % of the monthly fee per calendar month. Further claims under Terms § 10 and § 11 remain unaffected.