Service Level Agreement (SLA) – Maintenance and Support Terms

1. Subject Matter of the Services
 

IDENTYTEC provides maintenance and support services for software and automation solutions used by the customer in accordance with the following terms and conditions.
 

The services may include in particular:

• Technical support

• Error analysis and troubleshooting

• Software updates

• Security updates

• Functional enhancements

• Support for system adjustments

• Remote service operations
   

The specific scope of services is defined in the respective offer or service agreement.
 

2. Support Hours
 

Unless otherwise agreed, the following support hours apply:

Monday to Friday
08:00 – 17:00 (CET/CEST)

Excluding public holidays at the registered office of IDENTYTEC.
 

3. Support Channels
 

Support requests may be submitted via the following channels:

• Email

• Ticketing system

• Telephone

• Remote access tools

The customer shall designate authorized contact persons for support requests.

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4. Incident Prioritization

Priority 1 – Critical

Complete outage of production-relevant systems or core functionalities.

Response time: within 1 hour during support hours.

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Priority 2 – High

Significant impairment of essential system functions.

Response time: within 8 hours.

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Priority 3 – Medium

Partial impairment of system functionality.

Response time: within 2 business days.

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Priority 4 – Low

General inquiries, optimization requests, or change requests.

Response time: within 5 business days.
 

5. Maintenance Windows

IDENTYTEC is entitled to perform scheduled maintenance work after providing reasonable prior notice.

Where possible, maintenance activities will be carried out outside of production-critical hours.
 

6. Customer Obligations

The customer undertakes to:

• Document incidents in a reproducible manner

• Provide necessary system access

• Appoint qualified contact persons

• Perform regular data backups
   

7. Excluded Services

The following services are not included in maintenance and support:

• Training services

• Customer-specific developments

• Process consulting

• Modifications due to changed customer requirements

• Issues caused by third-party systems

These services will be billed separately.
 

8. Remuneration

Fees are based on the agreed service contract.

Additional services will be charged on a time-and-material basis.
 

9. Term and Termination

Unless otherwise agreed, the initial term is 12 months and automatically renews for further 12-month periods unless terminated with a notice period of 3 months prior to the end of the term.