This page contains the English version of our Service Level Agreement (SLA). Please note that the English version is a translation or reading help of the German version. In case of doubt or discrepancies between the versions, the German version is binding.

1. Scope of application

This Service Level Agreement (hereinafter "SLA") defines the provision of support for the Maxxeed Software Platform and the availability when the software is made available as SaaS. The SaaS GTC (Terms of Use of the Maxxeed Software via the Internet) of Maxxeed GmbH apply.

2. Support 

2.1. Scope of services

Maxxeed offers user support. This is available via email or via other software functions in the platform, if applicable.T

The support does not cover problems with or damages to the Maxxeed platform, as far as these were caused by non-observance of the regulations in the terms and conditions, unauthorized modifications to the software and force majeure.

2.2. Fault message and accessibility

Support requests in German and English via e-mail to help@maxxeed.com and via software functions in the Maxxeed platform are accepted daily around the clock. Support requests are processed Monday-Friday (working days) except on public holidays in Germany during business hours from 09:00 - 17:00 CET (Central European Time) or CEST (Central European Summer Time). 

A support request is usually answered within two working days during business hours. Typically, responses are faster, but no guaranteed response times can be assured or agreed upon. Maxxeed may combine redundant trouble reports by the Client that relate to the same trouble into one trouble report.

Maxxeed reserves the right to change or discontinue all services provided for support purposes for the Maxxeed Platform in whole or in part at its own reasonable discretion, taking into account the interests of the Client, if this does not affect essential contractual obligations and this is reasonable for the Client.  

Furthermore, Maxxeed reserves the right to restrict or deny access to the use of the support services for a Client or individual employees in whole or in part if Maxxeed determines a usage behavior that suggests a misuse of the support services.

2.3. Troubleshooting

Maxxeed places the most importance on rectifying faults as quickly as possible. However, it is not possible to define and guarantee fixed fault rectification times in advance, as faults can be of various types and causes. 

Maxxeed provides services only on the platform. Troubleshooting is basically done by accessing the software hosted by Maxxeed. Faults or malfunctions outside the sphere of influence of Maxxeed are not subject to Maxxeed's obligation to perform. The customer remains obligated to pay the corresponding fee in case of faults or malfunctions that are not within the sphere of Maxxeed.

2.4. Support contact person

Unless otherwise agreed, the Client shall define a SPoC (Single Point of Contact or Support Coordinator). Only the SPoC will contact Maxxeed regarding support or report faults.

3. Provision and availability

3.1. Provision

Maxxeed provides the Client with the software in the system environment of Maxxeed for remote access. For the use of the software the customer needs a current standard web browser (Google Chrome or Mozilla Firefox).

A surrender of the software to the Client does not take place.

The software is provided to the Client in the current version.

3.2. Availability

Maxxeed guarantees an accessibility or availability of the platform of 99% on a monthly average (hereinafter "minimum availability"). Plannable maintenance times and downtimes that are not based on a breach of duty by Maxxeed, such as attacks on systems of Maxxeed by third parties, hardware failures through no fault of Maxxeed or cases of force majeure, as well as related unplannable maintenance work, are not taken into account. Due to maintenance work, further development or faults, the possibilities of use may be limited or temporarily interrupted. 

In this context, the platform is available if there is an uninterrupted connection between the servers on which the software is hosted and the transfer point to the Internet and the Client is able to log on.

The Platform is designed to allow maintenance to take place while the Platform is available. Nevertheless, if scheduled maintenance with possible downtime becomes necessary, it will generally take place during the times when the Platform is least busy and will be announced to Client at least four (4) hours in advance. Maxxeed is not obliged to make the software available during an ongoing maintenance process.

3.3. Access rights

Maxxeed is entitled to access the Software Platform in order to verify compliance with the terms of use of the Software and the remuneration; to make diagnoses and analyses and to use them, for example, in the context of identifying and correcting potential defects and faults of the Software; to improve the performance and/or security of the Software, provided that such adjustments do not have a negative impact on the Client's use of the Software.

Status: May 2022