General Terms and Conditions

The response times agreed in the respective support tier denote the period until the contractor's first qualified reply to a support request from the client. They do not constitute a commitment regarding the time until resolution.

Response times apply on business days (Monday to Friday, excluding public holidays at the contractor's registered office in North Rhine-Westphalia) between 8:00 and 17:00. Requests received outside these hours are deemed received at the start of the next business day.

Response times do not apply during announced absences of the contractor (in particular holidays and training). The contractor announces such absences to the client at least ten business days in advance in text form. Requests received during the absence are deemed received on the first business day after the absence ends.

Response times furthermore do not apply in the event of unforeseeable unavailability of the contractor (in particular illness, accident, force majeure). In this case the contractor informs the client without undue delay as soon as possible. The response time starts on the first business day after the unavailability ends.

The monthly fee of the selected support tier remains unaffected by absences under paragraphs 3 and 4. If an absence or unavailability lasts more than ten consecutive business days, the monthly fee for the affected period is refunded pro rata or credited against the next invoice.

To meet the response times, the contractor is entitled to engage qualified third parties as vicarious agents, provided they are bound to confidentiality to the same extent.