Service Level Commitment (SLA)
This Service Level Commitment describes the availability, maintenance processes, incident management, data backup approach and technical support standards of the platform for the services offered and operated by Visual Memory Works GmbH (“VMW”, “we”). The platform is a software service provided over the internet. Due to the technical infrastructure, interruptions or performance degradation may occasionally occur. This text sets out the operational standards that are applied to keep the platform continuously available.
AVAILABILITY OF THE SERVICE
The targeted monthly availability of the platform is 99%. Availability is assessed by whether the platform is generally accessible to users and its core functions are usable.
SCHEDULED MAINTENANCE
Scheduled maintenance work may be carried out to improve the security and performance of the platform. Where possible, this work is carried out during periods of low usage. Where possible, significant maintenance work is announced in advance in the platform or by e-mail. Urgent security updates may be deployed without prior notice if necessary.
INCIDENT MANAGEMENT AND RESPONSE
Technical incidents affecting the platform service are handled according to priority levels. The targeted initial response times are as follows:
- For critical incidents in which the platform is generally unavailable, the targeted initial response time is 6 hours.
- For high-priority incidents that largely impair main functions, the targeted initial response time is 12 hours.
- For medium-priority problems affecting individual modules or functions, the targeted initial response time is 1 business day.
- For general usage questions and minor problems, the targeted initial response time is 2 business days.
Initial response time means that the technical team begins to examine the problem and initiate the solution. The final resolution time may differ depending on the nature and scope of the incident.
RECOVERY AND DATA BACKUP
Regular data backups are used to reduce the risk of data loss. In the event of a serious system failure or critical incidents affecting data integrity, the platform may be restored from the last intact backup as quickly as possible. Except in exceptional cases, the aim is to make the systems accessible again within a maximum of 24 hours. Depending on the time of the last backup, limited data loss may occur during recovery.
NO DOWNTIME FOR THE PURPOSES OF THIS COMMITMENT
The following situations do not count as a service interruption:
- force majeure
- interruptions caused by third-party infrastructure or services, to the extent VMW is not responsible for them
- problems caused by the users’ device, network or software environment
- temporary protective measures to safeguard the security of the platform
SUPPORT AND CONTACT
Users direct support requests to support@cxr.app. Technical incidents are handled according to priority level. The scope of support may differ depending on the subscription package.
The targets are: a first response to a support request within 24 hours, and information on the solution or the resolution process within 48 hours. These are target values; they do not amount to a general commitment that every problem will be resolved within 48 hours. The target values are not retention periods for support correspondence.
COMPENSATION MECHANISM
If monthly availability falls below 99%, compensation for the service of the month concerned may be granted upon the user’s request. The compensation is not a monetary refund but is granted as a service credit in the form of an extension of the subscription term.
- If actual availability is 97% or higher but below 99%, a service credit of 3 days may be granted.
- If actual availability is 95% or higher but below 97%, a service credit of 7 days may be granted.
- If actual availability is below 95%, a service credit of 15 days may be granted.
To receive compensation, users must submit their request through the support channel within 30 days after the month concerned. Statutory claims of users, in particular for price reduction, damages or termination for good cause, remain unaffected.
LIMITS
Even if the necessary technical and organizational measures are taken to ensure the continuous operation of the platform, uninterrupted and error-free operation of the service cannot be guaranteed without limitation, owing to the nature of the internet infrastructure and dependence on third parties. The liability rules in the Service Disclaimer remain unaffected.
CHANGES
VMW may change these SLA terms in line with technical and operational requirements, provided this is reasonable for users. The current text applies from the time of its publication on the platform.