Translation for information only. Only the German version is legally binding. Mandatory statutory rights remain unaffected.
Provider: schukai, postal address: Eichenstraße 26, 82290 Landsberied, Germany. Full provider details are available in the legal notice.
1. Scope and service sheet
1.1 These terms apply where a business customer order incorporates them for support, maintenance assistance, operational services, on-call cover or a service level.
1.2 The General terms and conditions for business customers and the special terms for the relevant product also apply.
1.3 The service sheet specifies the product, support class, authorised reporters, support channels, support hours, priorities, response targets, any recovery targets, on-call cover and remuneration. This website does not supply any value missing from that sheet.
2. Scope of services
2.1 Support comprises receiving, classifying and handling questions or incidents within the agreed product and service scope.
2.2 Error correction, configuration changes, data repair, consultancy, training, migration and further development are distinct services. They are included only to the extent provided for in the service sheet.
2.3 Support does not replace operational contingency planning, backups or administration assigned to the customer under the operating model.
3. Support channels and hours
3.1 Reports must be submitted through the channels specified in the service sheet. Messages to other addresses, personal contacts or general contact forms do not trigger an agreed response time.
3.2 Support hours refer to the time zone and working days specified in the service sheet. Public holidays are taken into account at the stated operating location.
3.3 Reports received outside support hours are deemed received at the start of the next support period unless on-call cover has been agreed.
4. Contents of a report
4.1 The customer specifies the product, version or service, affected environment, time, impact, number of affected users, reproducible steps and measures already taken.
4.2 The customer must not include passwords, private keys or active session tokens in a ticket. Logs, screenshots and sample data are limited to what is necessary and, wherever possible, stripped of personal data and third-party trade secrets.
4.3 Separate, unrelated problems are reported separately. The customer updates the report if the impact changes materially.
5. Priority and classification
5.1 Priority depends on actual impact, urgency, affected business processes and available alternatives. Labels and criteria are set out in the service sheet.
5.2 The customer proposes a priority. schukai may adjust it in accordance with the agreed criteria and explains any material deviation.
5.3 The highest priority normally requires a substantial impairment of an agreed core production process without a reasonable alternative. A general request for changes or a question about use is not a critical incident.
6. Response targets, handling and resolution
6.1 A response time describes the period until the first substantive response or the start of handling within the agreed support hours. It is not a promise to eliminate the cause completely within that period.
6.2 schukai investigates the report, narrows down the cause and provides updates on material progress at intervals appropriate to the priority. A workaround may be used to restore operation before a permanent correction.
6.3 Recovery, resolution or workaround targets apply only if expressly agreed in the service sheet. Dependencies on customer systems and third-party services not owed by schukai are taken into account under the individual SLA provision.
6.4 A target is not a guarantee unless expressly described as such. Statutory rights in respect of defects remain unaffected.
7. Customer cooperation
7.1 While an urgent incident is being handled, the customer keeps a contact with suitable business and technical knowledge available. The customer provides agreed diagnostic information, testing facilities, approvals and decisions in good time.
7.2 Periods during which schukai cannot continue because cooperation or access has not been provided or a customer decision is outstanding are taken into account for agreed target times only as provided in the service sheet.
7.3 The customer implements reasonable measures to mitigate damage if they do not disproportionately endanger its operations.
8. Diagnostic access and data
8.1 Customer systems or data are accessed only insofar as necessary for the commissioned work and covered by the customer's authorisation or the underlying operating contract.
8.2 Where possible, the customer provides a test environment or restricted, time-limited access. schukai uses diagnostic information only for support, security, evidence and the agreed improvement of the affected product.
8.3 Where personal data are processed on behalf of the customer, the data processing agreement and its rules on instructions and security apply.
9. Causes and services not included
9.1 Flat-rate support does not include, in particular, incidents caused by unsupported versions, unauthorised changes, an environment that has not been agreed, insufficient resources, insecure access, use contrary to the contract or third-party systems not owed by schukai.
9.2 schukai may initially investigate such reports to narrow down the cause. Once the cause is identified, schukai informs the customer before continuing any analysis or correction subject to a separate charge.
9.3 Product consultancy, new functions, data cleansing, training and project work may be commissioned separately.
10. On-call cover and work outside support hours
10.1 On-call cover is provided only if expressly agreed in the order. The service sheet specifies the period, contact method, authorised reporters, response target and remuneration.
10.2 Work outside support hours may incur additional charges. If a report is incorrectly classified as a critical emergency, schukai may charge the resulting additional effort in accordance with the agreed rule.
11. Service credits
11.1 Service credits are granted only if agreed in the service sheet. Conditions, calculation, maximum amounts and claim deadlines are governed exclusively by that agreement.
11.2 Service credits do not affect statutory claims unless their offsetting or exclusivity has been validly agreed.
12. Escalation and closure
12.1 If an incident cannot be resolved through the normal support process or an agreed business process is substantially affected, either party may initiate the escalation level specified in the service sheet.
12.2 A case is closed when the incident has been resolved, an accepted workaround provided, the report converted into a request for changes, or further handling is impossible due to a lack of cooperation after a reasonable reminder. A new report containing new information remains possible.
12.3 On request, schukai documents the cause, impact and correction of material incidents within the agreed scope. A detailed root cause analysis is included only if provided for in the service sheet.
13. Term and changes to the service package
13.1 The term and termination of the support or service package are governed by the order. Ending a support contract does not automatically terminate an independent perpetual right to use software.
13.2 Changes to the support class, hours, channels and targets take effect for the next contractual period or through a separate agreement. Merely changing this website does not alter an existing service contract.