Legal

Service Level and Support Agreement

  • In the current version from:

1. Introduction and Contracting Parties

This Service Level and Support Agreement (hereinafter “Agreement”) is concluded between AMNAU GmbH, Kronenstraße 13, 30161 Hannover (hereinafter “Provider”) and the Customer (hereinafter “Customer”). Provider and Customer are individually referred to as “Party” and collectively as “Parties”. This Agreement governs the terms for the provision of services, including support and maintenance, in connection with the software “workspace.pm” (hereinafter “Software”). The General Terms and Conditions, License Terms, and Privacy Policy remain unaffected.

2. Definitions

Uptime refers to the time during which the software is available and operational.

Incident refers to any interruption or degradation of service reported by the customer or detected by the provider.

Response Time refers to the time between the receipt of a support request and the provider’s first response.

Resolution Time refers to the time between the receipt of a support request and the provision of a solution or workaround.

Service Credits refers to credits granted to the customer in the event of non-compliance with the agreed service levels.

3. Subject and Scope of the Agreement

The subject of this Agreement is the definition of service levels and support conditions for the customer’s use of the software. This Agreement applies to all versions and deployment models of the software, including on-premises installations and cloud services, unless expressly stated otherwise. It governs the quality of services to be provided, the responsibilities of both parties, and the procedures for problem resolution and escalation.

4. Service Description

4.1 Software Usage

The provider makes the software “workspace.pm” available to the customer for use. The software is used for multi-project and portfolio management and offers a flexible, secure working environment for companies and organizations. Depending on the chosen model, the software is either installed as an on-premises solution on the customer’s IT infrastructure or provided as a managed cloud service over the internet.

4.2 Support Services

The provider offers support for the software to ensure smooth usage. This includes technical support for issues, assistance with configuration, and answering questions about functionality. Support is provided through defined channels (email, phone, ticket system) during specified support hours. Details on response times and problem resolution processes are specified in the following sections.

4.3 Maintenance and Updates

The provider performs regular maintenance to ensure the performance and security of the software. This includes the provision of updates, bug fixes, and security patches. For the managed cloud solution, these updates are carried out by the provider, while for the on-premises solution, the customer is responsible for installation, with the provider offering support and guidance.

5. Service Levels

5.1 Service Availability

For the managed cloud solution, the provider guarantees an availability of 99.7% on an annual average, measured over a period of 12 months. Availability is calculated as follows: (Total time – Downtime) / Total time x 100. Scheduled maintenance announced in advance is not considered downtime. For the on-premises solution, the responsibility for availability lies with the customer, with the provider offering support in optimizing system configuration.

5.2 Performance Metrics

The provider commits to adhering to the following performance metrics for the managed cloud solution:

  • Average response time for standard requests: < 2 seconds
  • Average response time for complex database queries: < 5 seconds
  • Maximum duration for batch processing: < 30 minutes These metrics are continuously monitored and provided to the customer in regular reports.

For the on-premises solution, the provider offers recommendations for performance optimization, but the final performance depends on the customer’s IT infrastructure.

5.3 Maintenance Windows

For the managed cloud solution, the provider performs regular maintenance during a specified weekly time window. This maintenance window takes place every Wednesday from 3:00 PM to 4:00 PM (CET/CEST). During this period, there may be restrictions in the availability or performance of the system. Separate notification of these regular maintenance activities is not provided, as it is a fixed, recurring time window.

Critical (security) updates are applied by the provider immediately and without prior notice to ensure system security. This can also occur outside the regular maintenance window.

The total duration of all maintenance activities, including the regular maintenance window and any critical security updates, will not exceed two hours per month. The provider strives to minimize the impact on the customer’s operations.

For the on-premises solution, the planning and execution of maintenance activities are the responsibility of the customer. However, the provider regularly provides updates and security patches and recommends their timely installation.

6. Support Conditions

6.1 Support Channels

The provider offers the following support channels:

Requests for technical support for on-premises solutions must be explicitly marked as such and will be charged according to the rates listed in the ‘Costs and Fees’ section.

All support requests are received through these channels and recorded in the ticket system. The customer receives a unique ticket number for each request for tracking. For critical issues, the use of phone support is recommended.

6.2 Support Hours

Regular support is available on weekdays (Monday to Friday, excluding public holidays in Lower Saxony) from 9:00 AM to 5:00 PM CET/CEST. Outside these hours, an on-call service for critical issues (Priority 1) is offered. The on-call service is available daily from 5:00 PM to 10:00 PM and on weekends and holidays from 9:00 AM to 5:00 PM. The use of the on-call service may incur additional costs, which are specified in the “Costs and Fees” section.

6.3 Prioritization of Support Requests

Support requests are classified according to the following priority levels:

  • Priority 1 (Critical): Complete system failure or severe disruption significantly affecting business operations, all disruptions affecting security.
  • Priority 2 (High): Essential functions are impaired, but a workaround is available.
  • Priority 3 (Medium): Non-critical functions are impaired or not working as expected.
  • Priority 4 (Low): General questions, suggestions for improvement, or cosmetic issues.

The initial prioritization is done by the customer when creating the ticket, but it can be adjusted by the provider’s support team if deemed appropriate. The customer will be informed of any change in priority in the customer portal.

6.4 Distinction Between Regular Support and Technical Support

The provider distinguishes between two types of support:

  1. Regular Support: This includes assistance with the use of workspace, including questions about functionality, help with configuration, and resolution of software-related issues. This support is included in the license fees.
  2. Technical Support for On-Premises Solutions: This refers to support that goes beyond regular support and is specifically required for the installation, maintenance, and troubleshooting of the on-premises infrastructure. This may include assistance with server issues, database optimization, network configuration, or other infrastructure-related topics. This technical support is chargeable and billed separately.

7. Incident Management

7.1 Incident Classification

Incidents are classified according to their impact on the customer’s business operations:

  • Class A (Critical): Complete system failure or core functionality without a workaround or disruptions affecting security.
  • Class B (Severe): Significant impairment of important functions, workaround available.
  • Class C (Significant): Impairment of individual functions that disrupt but do not prevent workflows.
  • Class D (Minor): Minimal impact on operations, cosmetic issues, or questions about operation. Classification is done in consultation between the customer and provider and determines the urgency of processing.
7.2 Response Times

The provider commits to the following maximum response times:

  • Class A: 1 hour (during support hours)
  • Class B: 4 hours (during support hours)
  • Class C: 1 business day
  • Class D: 2 business days

The response time begins with the receipt of the incident report and ends with the first qualified feedback from support to the customer. For the on-premises solution, response times may be extended if access to the customer’s system is required.

7.3 Resolution Times

The provider aims for the following resolution times:

  • Class A: 4 hours for a workaround, 24 hours for a complete solution
  • Class B: 8 hours for a workaround, 3 business days for a complete solution
  • Class C: 7 business days or with the next planned update
  • Class D: 21 business days or with the next planned update

These times apply from the time of the first response. For complex issues or those dependent on third parties, longer resolution times may be required. In such cases, the customer will be regularly informed of progress.

 
7.4 Escalation Procedure

If an incident cannot be resolved within the targeted resolution time or if the customer is dissatisfied with the handling, the following escalation procedure is available:

1. Level: Escalation to the Support Team Leader (within 4 hours after exceeding the resolution time)
2. Level: Escalation to the Technical Director (within 24 hours after Level 1)
3. Level: Escalation to the Management (within 48 hours after Level 2)

The customer can initiate an escalation by contacting the provided support channels. The provider commits to responding to each escalation within 2 hours during regular support hours.

8. Problem Resolution Process

The provider follows a structured problem resolution process:

1. Recording: Detailed recording of the problem description and all relevant information.
2. Analysis: Investigation of the cause by qualified support staff.
3. Solution: Development and implementation of a solution or workaround.
4. Test: Verification of the solution in collaboration with the customer.
5. Completion: Documentation of the solution and confirmation by the customer.

For complex issues, the provider may request additional information or access to the customer’s system. The customer will be informed of all significant steps in the problem resolution process.

9. Service Credits and Compensation

In the event of non-compliance with the agreed service levels, the provider grants service credits:

  • Availability: 5% of the monthly fee for each 0.1% shortfall in the guaranteed availability.
  • Response Times: 2% of the monthly fee per hour
  • Exceedance for Class A Incidents: 5% of the monthly fee per hour
  • Resolution Times: 3% of the monthly fee per day exceedance for Class A and B Incidents.

Service credits are automatically calculated and credited on the next invoice. The maximum amount of service credits is limited to 50% of the monthly fee. Service credits do not apply to the on-premises solution unless the non-compliance is directly attributable to a software error.

10. Customer's Obligations to Cooperate

The customer agrees to cooperate in the provision of support services:

  • Providing complete and accurate information for support requests
  • Performing basic troubleshooting steps as instructed by support
  • Granting necessary access to systems and data for problem resolution
  • Appointing qualified contacts for communication with support
  • Timely installation of provided updates and patches (for on-premises solutions)
  • Compliance with recommended system requirements and best practices
  • For on-premises solutions: Providing remote access, logs, and database access upon support’s request for efficient problem resolution.

In the event of non-compliance with these cooperation obligations, the provider reserves the right to suspend agreed service levels.

11. Remote Support and Access to Customer Systems

For efficient problem resolution, remote access to the customer’s systems may be required. This is done only with the customer’s prior consent and in compliance with strict security measures:

  • Use of encrypted connections (SSH with public key method)
  • Temporary, purpose-bound access rights
  • Logging of all accesses and actions
  • Option for the customer to terminate access at any time

The customer ensures that the necessary technical prerequisites for remote access are in place. All information obtained during remote access is treated confidentially.

12. Training and Documentation

The provider offers comprehensive training and documentation materials:

  • Video Tutorials: Short, topic-specific instructional videos integrated into the software
  • Knowledge Base: Collection of FAQs, troubleshooting guides, and best practices
  • Individual Training: On request and for an additional fee

The customer agrees to adequately train their employees to ensure efficient use of the software. The provider recommends that at least one employee per department undergo in-depth training.

13. License and Version Support

The provider supports only the current version of the workspace software. The software is continuously developed and improved, without fixed release dates for new versions.

For cloud solution users, all improvements are automatically and immediately provided. Thus, all customers always work with the latest version.

On-premises solution customers receive these updates simultaneously with the managed cloud instances. It is their responsibility to install them promptly to benefit from the latest features and security improvements.

Support includes:

  • Ongoing bug fixes and security updates
  • New features and improvements
  • Assistance with technical questions about the current version
  • Support for updating on-premises installations

The provider may limit support for outdated on-premises installations and will recommend an update in such cases. Through this model, the provider ensures that all customers benefit from the latest developments, regardless of whether they use the cloud or on-premises solution.

14. Costs and Fees

The support services are covered under the regular license fees as follows:

  • Standard support during regular support hours
  • Access to online documentation and knowledge base
  • Regular updates and security patches

Technical Support for On-Premises Solutions
(applies only to support services that go beyond regular workspace support and relate to customer-specific infrastructure)

  • 40€ per 15 minutes started
  • Billing is done in 15-minute intervals
  • Time tracking begins with the first support action and ends with the completion of the support service
  • Preparation and follow-up times are included
  • A detailed breakdown of support services is provided with the invoice

Regular support for the workspace software itself remains unaffected by these fees and is still included in the license fees.

Additional support charges apply for:

  • Support outside regular hours: 40 € / 15 Min (billing in 15-minute intervals)
  • Individual training: 1,280 € / day per consultant
  • On-site deployments: 1,480 € / day plus travel expenses
  • Extended technical support: According to individual offer

For on-premises customers, support fees are in addition to regular license fees and are billed monthly. All prices are exclusive of statutory VAT. The provider reserves the right to adjust prices annually.