{"id":28437,"date":"2025-07-30T15:23:18","date_gmt":"2025-07-30T13:23:18","guid":{"rendered":"https:\/\/amasol.com\/?page_id=28437"},"modified":"2025-07-30T16:58:31","modified_gmt":"2025-07-30T14:58:31","slug":"support","status":"publish","type":"page","link":"https:\/\/amasol.com\/de\/support\/","title":{"rendered":"amasol Support Leistungsbeschreibung"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"28437\" class=\"elementor elementor-28437\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8dbfee5 e-flex e-con-boxed e-con e-parent\" data-id=\"8dbfee5\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-9b7673c e-con-full e-flex e-con e-child\" data-id=\"9b7673c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bb49fd1 elementor-widget elementor-widget-image\" data-id=\"bb49fd1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"513\" src=\"https:\/\/amasol.com\/wp-content\/uploads\/2025\/06\/Careers_Banner_colour_2560x1640-1-1024x656.png\" class=\"attachment-large size-large wp-image-24825\" alt=\"amasol miniature world with globes to show our global mindset and different scenarios that play out and make us, us\" srcset=\"https:\/\/amasol.com\/wp-content\/uploads\/2025\/06\/Careers_Banner_colour_2560x1640-1-1024x656.png 1024w, https:\/\/amasol.com\/wp-content\/uploads\/2025\/06\/Careers_Banner_colour_2560x1640-1-300x192.png 300w, https:\/\/amasol.com\/wp-content\/uploads\/2025\/06\/Careers_Banner_colour_2560x1640-1-768x492.png 768w, https:\/\/amasol.com\/wp-content\/uploads\/2025\/06\/Careers_Banner_colour_2560x1640-1-1536x984.png 1536w, https:\/\/amasol.com\/wp-content\/uploads\/2025\/06\/Careers_Banner_colour_2560x1640-1-2048x1312.png 2048w, https:\/\/amasol.com\/wp-content\/uploads\/2025\/06\/Careers_Banner_colour_2560x1640-1-18x12.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-769b0b8 e-con-full e-flex e-con e-child\" data-id=\"769b0b8\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f45223 custom_h2_tag_43 elementor-widget elementor-widget-heading\" data-id=\"6f45223\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">amasol Support Service Description<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b44de6a elementor-widget-widescreen__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"b44de6a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This document describes the scope of services provided by amasol Support for observability and SLM software products. The service level specified here applies unless otherwise agreed in the corresponding offer. In addition, the service-related provisions of the respective software manufacturers apply if third-party software is involved.<\/p><p>The parties agree that this service description constitutes a service contract.<\/p><p><span class=\"color-black\"><br \/>Version: 01. August 2025<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7e9b8be e-flex e-con-boxed e-con e-parent\" data-id=\"7e9b8be\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-efb2e51 e-con-full animated-slow table-content-custom elementor-hidden-widescreen elementor-hidden-desktop elementor-hidden-laptop elementor-hidden-tablet_extra elementor-hidden-tablet e-flex elementor-invisible e-con e-child\" data-id=\"efb2e51\" data-element_type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;slideInUp&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9aba2f0 elementor-widget__width-initial elementor-widget-mobile__width-inherit elementor-widget elementor-widget-table-of-contents\" data-id=\"9aba2f0\" data-element_type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_widescreen&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__9aba2f0\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-46802ad e-con-full e-flex e-con e-child\" data-id=\"46802ad\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-beb206a e-con-full e-flex e-con e-child\" data-id=\"beb206a\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-21fa608 e-con-full e-flex e-con e-child\" data-id=\"21fa608\" data-element_type=\"container\" id=\"data-protection\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6de9660 elementor-widget elementor-widget-text-editor\" data-id=\"6de9660\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>1. amasol Support services<\/h2><p>The aim of amasol support is to keep the customer&#8217;s products supported by amasol up to date at all times and to find the fastest possible solution to any malfunctions or problems that arise, if necessary with the help of the respective software manufacturer.<\/p><p>The services described below are provided by amasol during regular support hours from Monday to Friday, 9:00 a.m. to 5:00 p.m., except on public holidays in Bavaria.<\/p><p>amasol support contact information:<\/p><p>Email:\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 support@amasol.de<\/p><p>amasol hotline:\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 089\/1894743-55<\/p><p>Web\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 https:\/\/support.amasol.de<\/p><p>During support hours, amasol provides appropriately trained and qualified personnel. amasol strives to ensure continuous availability and is not responsible for the unavailability of the amasol hotline during official regular support hours due to disruptions caused by third parties, telecommunications providers, power failures, force majeure, or maintenance work.<\/p><p>Services can only be used for the current software version and one previous version. There is no entitlement to amasol support services for older versions. Details are governed by the specific provisions of the end user license agreements of the respective software manufacturers.<\/p><p>\u00a0<\/p><h4>1.1 Update service<\/h4><p>As part of the update service, amasol provides the following services:<\/p><p>\u00a0<\/p><h5>1.1.1 Provision of updates<\/h5><p>Provision of new software versions (updates), including documentation after approval by the manufacturer. Delivery is automatic and free of charge to the contact person named by the customer. Updates in this sense are updated versions of the software that contain program adjustments to technical and legal changes as well as bug fixes and, as a rule, no significant enhancements to the functionality of the software. Extensions to the software that go beyond mere bug fixes or adjustments and include new functions or modules, in particular upgrades, are not considered part of a regular update. It is at the sole discretion of the respective manufacturer whether such extensions are provided as a free update or as an additional option that must be ordered separately and is subject to a fee.<\/p><p>\u00a0<\/p><h5>1.1.2 Provision of software corrections (patches)<\/h5><p>Available software corrections (patches) are provided by the manufacturer as required (e.g., to fix a reported problem) or at the customer&#8217;s request. However, there is no entitlement to the provision of specific corrections. Even if the customer requests a correction, the decision on the type, scope, and timing of the provision is at the sole discretion of the manufacturer.<\/p><p>\u00a0<\/p><h5>1.1.3 Provision of software release notes<\/h5><p>Provision of software release notes after publication by the manufacturer. Release notes describe the content and status of software updates and patches, including new features, fixed issues, and known issues, with available workarounds if applicable.<\/p><p>Delivery takes place after approval by the manufacturer and is usually sent by email\/download to the contact person named by the customer.<\/p><p>For software provided as Software-as-a-Service, amasol or the respective manufacturer is responsible for installing new software versions, patches, and corrections.<\/p><p>The installation of new software versions, patches, and corrections on customer systems, as well as any necessary migration of customer data, are not covered by the amasol support service and are generally carried out by the customer&#8217;s own qualified personnel. Upon separate agreement, amasol will carry out the installation for a separate fee in accordance with the current Professional Service Price List or within the scope of separate operating service agreements. The customer is entitled to use updates and patches provided by amasol on all software systems for which a valid license agreement exists.<\/p><p>Replacement service: In the event of defects in hardware components\/appliances provided by amasol in accordance with the agreement with the software, the customer is entitled to repair or replacement. The replacement deadlines depend on the agreed service level and are specified in the respective offer.<\/p><p>\u00a0<\/p><h4>1.2 Incident service<\/h4><h5>1.2.1 Services<\/h5><p>As part of the incident service, amasol provides the following services:<\/p><p>1. General advice and support for the customer in product-related questions, suggestions for improvement, or assistance with difficult tasks, and in particular direct support in the event of program crashes.<\/p><p>2. This includes troubleshooting, error analysis, and support in error handling and elimination.<\/p><p>3. Setup of an amasol hotline for telephone consultation and support.<\/p><p>4. Receipt and processing of written problem reports (e-mail, web), with telephone support from the amasol hotline if necessary.<\/p><p>5. Receipt and forwarding of suggestions for changes and improvements to the software.<\/p><p>If problems arise with the agreed product, the customer must send a request with a clear description of the problem to amasol support via the web or email. If necessary, the customer can obtain telephone support from the amasol support hotline to identify and isolate the error and to create a description. amasol will confirm receipt of the error message to the customer in writing by email, assign a ticket number and, depending on the priority assigned (1.2.2 ), work out a solution using all available resources and involving the software manufacturer. The customer will be informed of all status changes during processing. In addition, they can check the progress of the processing and the current status at any time via the web access to the amasol ticket system.<\/p><p>An error exists if the software does not perform a function specified in its performance description or does not perform it correctly, or if it does not function properly in any other way.<\/p><p>amasol accepts change requests and suggestions for improvements to the software in written form. amasol will work with the customer to develop an enhancement request and submit it to the manufacturer. Since the implementation of an enhancement request is at the discretion of the manufacturer, this is a pure service, i.e., the development of these requests is owed, but no concrete success is owed. Enhancement requests are treated as &#8220;Priority 5&#8221; (see 1.2.2 , section &#8220;5&#8221;).<\/p><p>amasol is not obliged to respond to requests that are clearly based on the customer not having sufficiently qualified personnel or no or insufficient training.<\/p><p>\u00a0<\/p><h5>1.2.2 Priority assignment<\/h5><p>amasol shall endeavor to clarify all inquiries immediately within the scope of amasol support and to provide the necessary assistance. For problems that cannot be solved immediately , amasol shall prioritize them according to the following criteria upon receipt of a problem description:<\/p><p>1. Complete failure of a product function that is particularly important from the customer&#8217;s point of view and has a direct impact on large numbers of users and the underlying business process. The user is unable to work. Example: No user can log in to the product.<\/p><p>2. Failure or severe performance impairment of a core function of the product. The user is unable to work or can only work to a limited extent. Example: Data collection or processing in the product has partially failed or is severely delayed.<\/p><p>3. Failure or impairment of a less important function of the product. With a few exceptions, the product can be used in an economically viable manner. Example: Individual evaluation functions are not available.<\/p><p>4. Problems for which an acceptable workaround is available, questions about the product. The product is fully usable and the work results are usable. Example: An evaluation function fails sporadically when called via a context menu, but the required evaluation can be called via another menu.<\/p><p>5. Change and improvement requests. Example: Implementation of a customer request for an additional evaluation function.<\/p><p>The customer can assign a priority when reporting the problem. This will be reviewed by amasol during the analysis and, if necessary, adjusted to a reasonable level with a factual explanation. The customer has the option of objecting to the reclassification; in this case, the final decision will be made by the amasol Support Manager at their reasonable discretion by means of a statement to the customer (\u00a7 315 BGB).<\/p><p>In the event of unreasonable delays caused by the customer, in particular in the case of high-priority problems, amasol is entitled to reduce the priority. If the customer fails to provide a satisfactory response to repeated inquiries regarding unresolved problems, amasol may terminate processing of the request.<\/p><p>\u00a0<\/p><h5>1.2.3 Response and analysis times<\/h5><p>amasol will commit to a fixed response time and a time for the duration of the analysis of the error, depending on the priority of the reported problem. If a problem is already known and a solution already exists, it will be made available to the customer within the analysis time.<\/p><p>1. Priority 1: Response time: \u00a030 minutes \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Analysis time:\u00a0\u00a0 1 day<\/p><p>2. Priority 2: Response time:\u00a0\u00a0 \u00a04 hours\u00a0\u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Analysis time:\u00a0\u00a0 5 days<\/p><p>3. Priority 3: Response time:\u00a0 \u00a0\u00a08 hours\u00a0\u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Analysis time: 14 days<\/p><p>4. Priority 4: Response time: \u00a048 hours \u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Analysis time: 30 days<\/p><p>5. Priority 5: Response time\u00a0 \u00a048 hours \u00a0\u00a0 \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Analysis time: n\/a<\/p><p>In the event of unknown problems, amasol will conduct research to analyze the error in order to provide the customer with a solution within the analysis time if possible.<\/p><p>If there is a priority 1 problem, amasol and the manufacturer will use all available resources to resolve the error as quickly as possible and without delay.<\/p><p>\u00a0<\/p><h5>1.2.4 Problem resolution<\/h5><p>Once the analysis is complete, an available solution will be provided or a workaround to circumvent the problem will be suggested. The problem will then be resolved according to priority using the following measures:<\/p><p>\u2022 Priority 1: by a patch provided by the manufacturer as soon as it becomes available or instructions for troubleshooting.<\/p><p>\u2022 Priority 2 and 3: by a patch or update version from the manufacturer<\/p><p>\u2022 Priority 4 and 5: by a subsequent update version, at the manufacturer&#8217;s discretion<\/p><h5>\u00a0<\/h5><h5>1.2.5 Documentation of requests<\/h5><p>amasol will document each request in writing in a database, including the date and time, a description of the problem, the proposed solution, and the result of the proposed solution. The database is used to develop systematic and specific problem solutions in order to process customer requests as quickly and comprehensively as possible.<\/p><h5>\u00a0<\/h5><h5>1.2.6 Remote maintenance<\/h5><p>Support services are usually provided via remote maintenance.<\/p><p>In order to ensure that problems are analyzed and resolved as quickly as possible, the customer shall provide online access (e.g., VPN or Internet) to the products covered by amasol support.<\/p><p>The customer shall ensure that online access to all necessary software components and appliances is guaranteed after prior consultation. The customer shall bear the costs for setting up, maintaining, and operating the online access.<\/p><p>On-site service is not covered by this agreement. However, if a problem cannot be adequately analyzed despite online access, amasol shall decide at its reasonable discretion whether to analyze the problem on site. In this case, the entire costs of the on-site service, including travel to and from the site, shall be covered by this amasol support agreement.<\/p><p>If the customer does not provide online access or access via remote maintenance is denied, the customer will be charged for travel time (travel to and from the site) including expenses in accordance with amasol&#8217;s current price list. The working time itself is already covered by the agreed remuneration for amasol support.<\/p><p>For on-site problem analysis, the customer shall provide amasol with physical access to the system.<\/p><p>\u00a0<\/p><h4>1.3 Services outside of amasol support \/ additional services<\/h4><p>The services listed below are not part of amasol support. However, they can be ordered at any time as part of separately agreed professional services, provided that both parties agree on the scope, time frame, and remuneration:<\/p><p>\u2022 Planning, consulting, and implementation services.<\/p><p>\u2022 Adjustments to product enhancements created as part of amasol Professional Services.<\/p><p>\u2022 Services provided outside normal business hours at the customer&#8217;s request.<\/p><p>\u2022 Services to remedy malfunctions caused by the customer or third parties not commissioned by amasol as a result of improper handling, unsuitable operating materials, unauthorized intervention, manipulation of software, failure to observe the operating conditions, or other negligent acts.<\/p><p>\u2022 Additional costs due to unreasonable waiting times and delays in service caused by the customer.<\/p><p>\u2022 Services or support relating to products that were not supplied by amasol and are not listed in the appendix.<\/p><p>\u2022 Support for users who are not designated as support contacts.<\/p><p>\u2022 Support for the system administrator during product implementation.<\/p><p>The following service restrictions continue to apply to software components implemented on the customer&#8217;s infrastructure:<\/p><p>\u2022 Relocation of the software to new hardware or operating systems.<\/p><p>\u2022 On-site visits (exception: failed online analysis)<\/p><p>\u2022 Installation of upgrades and patches<\/p><p>\u2022 Reinstallation or replacement due to accidents, improper use, disasters, misuse, changes or modifications to the software by persons not affiliated with amasol.<\/p><p>\u2022 Modification of the dedicated hardware or operating system.<\/p><p>\u2022 Maintenance of the customer&#8217;s hardware<\/p><p>The scope of any additionally agreed professional services\/operational services\/operating services is set out in the relevant offer.<\/p><p>If amasol provides services from this list in individual cases, this shall not give rise to any claims without prior individual contractual agreement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38aacc2 elementor-widget elementor-widget-text-editor\" data-id=\"38aacc2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>2. Terms of service<\/h2><p>The service obligations of amasol are subject to the timely payment of the agreed remuneration and the timely and complete fulfillment of all necessary obligations to cooperate by the customer. As long as these conditions are not fulfilled in full, amasol is entitled to suspend the provision of services in whole or in part. Performance obligations shall be permanently waived if the necessary cooperation is not provided despite a reasonable deadline being set. amasol therefore provides all support services in accordance with the terms and conditions set out below.<\/p><p>amasol may discontinue services provided beyond the agreed scope at any time without prior notice, unless otherwise agreed.<\/p><p>\u00a0<\/p><h4>2.1 Customer&#8217;s obligations to cooperate<\/h4><p>The customer&#8217;s cooperation is required for amasol to provide maintenance in accordance with the contract, and the customer undertakes to provide all cooperation necessary for amasol to perform its services properly, in a timely manner, in full, and at its own expense. If the customer fails to comply with these conditions, amasol&#8217;s obligations under this agreement shall expire or be temporarily suspended. Any maintenance fees already paid shall remain with amasol; a refund is excluded.<\/p><p>\u00a0<\/p><h4>2.2 Software and updates<\/h4><p>The customer has legally acquired the software and has a valid license agreement with the manufacturer. The software is in the same condition as when delivered and has not been manipulated in any way, except for changes in accordance with the license agreement.<\/p><p>The customer shall immediately install any new software versions, software corrections, and software release notes provided independently. For software provided as Software-as-a-Service, these obligations to cooperate only apply to components that are additionally implemented on the customer&#8217;s hardware, e.g., software agents or proxy servers.<\/p><p>If the customer does not update within this period, the entitlement to amasol support services shall lapse. In this case, the customer shall bear the sole risk for any restrictions in functionality, security, and compatibility of the outdated software version.<\/p><p>amasol support must always be agreed for the entire scope of use of the contractual software. amasol support is provided exclusively at the agreed place of use of the software and appliances, and amasol must be notified immediately of any intended change.<\/p><p>\u00a0<\/p><h4>2.3 System requirements<\/h4><p>The system on which the software and appliances are used must meet the current hardware and operating system requirements of the software manufacturer and must be adapted accordingly by the customer in the event of extensions and\/or changes to the software.<\/p><p>The customer acknowledges and agrees that they may only use the services described in this agreement if they use the supported programs on the hardware recommended by the manufacturer or amasol, including the minimum configuration specified and the software environment recommended by the manufacturer or amasol, including the system software.<\/p><p>The customer is aware that this minimum requirement profile for the surrounding hardware and software may change in the course of the services, so that adjustments to the surrounding hardware and software may become necessary. The customer therefore undertakes to make such changes or adjustments as may become necessary. Any costs for such adjustments shall be borne by the customer.<\/p><p>The customer shall notify amasol immediately in writing of any changes to the existing hardware and software or to the operating system. The software shall be used on a dedicated system; third-party software may only be installed by the customer in consultation with and with the consent of amasol.<\/p><p>In particular, the customer is obliged to regularly check their computer system for viruses and to maintain appropriate security standards.<\/p><p>The functionality of the customer&#8217;s own infrastructure (technical equipment, computer system (IT system), hardware, and software environment) is the customer&#8217;s responsibility.<\/p><p>For software provided as Software-as-a-Service, these obligations to cooperate only apply to components that are additionally implemented on the customer&#8217;s hardware, e.g., software agents or proxy servers.<\/p><p>\u00a0<\/p><h4>2.4 Support from qualified contact persons<\/h4><p>The customer shall support amasol in every respect in the performance of the maintenance services at its own expense.<\/p><p>The customer shall designate in writing a qualified contact person and a deputy for the software to be maintained and the services to be provided, who shall also have the necessary and appropriate decision-making powers and authorizations for all purposes of maintenance. The names and contact details of the contact persons must be provided in writing. These contact persons have acquired their qualifications by participating in the necessary product training courses at amasol or have equivalent, in particular technical, knowledge that sufficiently qualifies them.<\/p><p>Only the designated contact persons are authorized to submit support requests or adjustment requests to amasol and shall ensure that user requests are channeled to the customer.<\/p><p>The customer is obliged to ensure that the designated contact persons have exhausted all other options for troubleshooting before using the hotline. This includes, in particular, the use of the web-based support , including the Frequently Asked Questions (FAQ) section, the user manual, and the online help of the software system.<\/p><p>One of the contact persons shall be available to amasol employees on site and during telephone problem analysis without restriction.<\/p><p>\u00a0<\/p><h4>2.5 Notification obligations<\/h4><p>The customer is obliged to support the problem analysis to the best of their ability and to provide all information and documents necessary for the support. In particular, amasol must be provided with the customer&#8217;s data without delay if this is necessary for the provision of the services.<\/p><p>If further information is required for the problem analysis, amasol will contact the customer by telephone or e-mail in order to analyze the error as comprehensively as possible.<\/p><p>In the event of software errors that cannot be reproduced by amasol, the customer shall provide a suitable test example.<\/p><p>\u00a0<\/p><h4>2.6 Data backup<\/h4><p>The customer is obliged to take standard or suitable protective measures against system damage and data loss on their IT systems. In particular, the customer is required to install suitable antivirus programs.<\/p><p>Before the service begins, the customer must have backed up all of their stored data in such a way that it can be restored with reasonable effort in the event of data loss or accidental deletion (negligent or due to a malfunction).<\/p><p>In addition, the customer must ensure that their data is backed up regularly and with the necessary care.<\/p><p>\u00a0<\/p><h4>2.7 Access to the system<\/h4><p>The customer shall ensure that amasol has access to the equipment and documentation, tools, application programs, and data for the performance of the services after prior consultation. The customer is aware that, within the scope of maintenance, the licensor may obtain knowledge of stored customer data and grants access to this data for all contractual purposes arising from this agreement. In doing so, the parties shall ensure compliance with the applicable data protection regulations.<\/p><p>Operating and auxiliary resources, such as remote access, are not included in the scope of services provided by amasol and must be made available by the customer to a sufficient extent.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24809e0 elementor-widget elementor-widget-text-editor\" data-id=\"24809e0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>3. Term and termination\u00a0<\/h2><p>The provision of services shall commence on the date specified in the offer (contract commencement date) and shall run for the period specified therein (contract term). Any extension of the maintenance agreement requires agreement between the parties. amasol shall provide the customer with an offer for the extension of amasol support in good time or upon request.<\/p><p>Ordinary termination during the contract period is excluded. The parties reserve the right to terminate the contract for good cause. Termination must be declared in writing.<\/p><p>An important reason for terminating this agreement exists in particular if the customer fails to fulfill its obligations under this contract, in particular its obligations to cooperate, or is more than 30 days in arrears with the payment of the agreed maintenance fee.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9054f98 elementor-widget elementor-widget-text-editor\" data-id=\"9054f98\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>4. Maintenance fee\u00a0<\/h2><p>The maintenance fee agreed in the offer covers the total costs for the amasol support services specified in section &#8220;1&#8221;, with the exception of the costs for the services listed in section &#8220;1.3&#8221;, which must be agreed and remunerated separately.<\/p><p>The customer is obliged to pay the agreed remuneration (maintenance fee).<\/p><p>The customer shall only be entitled to set-off rights if his counterclaims are undisputed or have been legally established. The customer shall only be entitled to exercise a right of retention insofar as his counterclaim is based on the same contractual relationship.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5fdadb3 elementor-widget elementor-widget-text-editor\" data-id=\"5fdadb3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>5. Liability and force majeure<\/h2><h4>5.1 Scope of liability<\/h4><p>amasol shall be liable without contractual restrictions for (a) intent, (b) damages resulting from amasol&#8217;s fraudulent concealment of a defect or its assumption of a guarantee for the quality; (c) for damages resulting from injury to life, limb, or health based on an intentional or negligent breach of duty by amasol or otherwise on intentional or negligent conduct by a legal representative or vicarious agent of amasol; (d) for damage resulting from an intentional or grossly negligent breach of duty by amasol or otherwise from intentional or grossly negligent conduct on the part of a legal representative or vicarious agent of amasol; (e) under the <span style=\"color: #000000;\">German Product Liability Act (Produkthaftungsgesetz)<\/span>; and (f) under the Federal Data Protection Act (Bundesdatenschutzgesetz) and the General Data Protection Regulation (Datenschutz-Grundverordnung).<\/p><p>\u00a0<\/p><h4>5.2 Essential obligations<\/h4><p>If amasol is liable for slight negligence due to the breach of essential obligations, compensation shall be limited to direct damage typical for this type of contract and foreseeable at the time of conclusion of the contract. Essential obligations are obligations whose fulfillment is essential for the proper execution of the contract and on whose fulfillment the customer regularly relies and may rely.<\/p><p>\u00a0<\/p><h4>5.3 Limitation of liability<\/h4><p>In cases other than those specified in sections 5.1 and 5.2 , amasol&#8217;s liability for negligence is excluded.<\/p><p>Subject to mandatory statutory liability provisions, the total liability of a party arising from or in connection with this contract for slightly negligent breaches of cardinal obligations \u2013 regardless of the legal basis \u2013 shall be limited to the lower of the following amounts: (a) the contractually typical, foreseeable damage or (b) the license fees actually paid or owed by the customer for the affected product in the respective contract year.<\/p><p>Except in the case of clause 5.1 , amasol shall not be liable for any special, indirect, incidental or consequential damages, punitive damages or exemplary damages, including, but not limited to, business interruption, lost profits, loss of data or coverage costs, even if this party knew or should have known of the possibility of such damages.<\/p><p>amasol shall not be liable for force majeure, operational disruptions for which amasol is not responsible, or technical unforeseeable circumstances for which amasol is not responsible, or any other circumstances beyond amasol&#8217;s control. If, due to the aforementioned circumstances or conditions, the contractual performance to be provided by amasol becomes temporarily impossible, amasol&#8217;s contractual obligations shall be suspended until the disruption has been remedied or until the end of the disruption, insofar as this is reasonable under the circumstances. In the event of permanent impossibility, the statutory provisions shall apply.<\/p><p>amasol shall not be liable for the correct functioning of infrastructures or the customer&#8217;s network that are not within amasol&#8217;s area of responsibility.<\/p><p>Liability for the recovery or restoration of data or for the loss of data shall be limited to the expense necessary to restore or recover lost data on the customer&#8217;s IT system or equipment. This is subject to the customer having fulfilled their obligation to independently back up all data (Section 2.6 ) in a suitable and regular manner and having ensured that this data can be reconstructed from machine-readable data material with reasonable effort.<\/p><p>The above provisions on amasol&#8217;s liability for damages apply to all contractual and non-contractual claims for damages against amasol, regardless of their legal basis, and accordingly to amasol&#8217;s liability for reimbursement of futile expenses.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-686a7bf elementor-widget elementor-widget-text-editor\" data-id=\"686a7bf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>6. Warranty<\/h2><p>amasol shall provide the services through qualified personnel and shall ensure that the services are performed with the utmost care and in accordance with the best available scientific and technical standards. amasol shall provide the tools (test programs, test data, debugging programs, etc.) that are suitable for the efficient performance of the services and correspond to the state of the art.<\/p><p>Within the scope of the update service (1.1 ), amasol does not guarantee that certain functional enhancements or changes will meet specific requirements or expectations of the customer, unless these have been expressly agreed in the contract. No warranty is assumed for incompatibilities with customer systems or third-party applications caused by updates, provided that these are outside the agreed scope of services.<\/p><p>The times specified in the\u00a0Incident Service (1.2 ) are non-binding target values that amasol will endeavor to meet within reasonable limits, but do not constitute a guarantee or claim to compliance with specific times for resolving the problem. Further warranty claims in connection with the non-achievement of individual service levels, in particular compensation, reduction, or withdrawal, shall only exist if this has been expressly and separately agreed.<\/p><p>Otherwise, no guarantee is given for the achievement of a specific result (service contract). Defective services will be remedied by amasol by taking appropriate measures.<\/p><p>Claims for defects against amasol shall become statute-barred 6 months after the support service has been provided.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82ae1d2 elementor-widget elementor-widget-text-editor\" data-id=\"82ae1d2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>7. Confidentiality<\/h2><p>In the course of contract execution, certain confidential information must be disclosed by one party (the &#8220;Disclosing Party&#8221;) to the other party (the &#8220;Recipient&#8221;). &#8220;Confidential information&#8221; is any data or information disclosed by the disclosing party or on its behalf, regardless of whether it was disclosed directly or indirectly, in writing, orally, or by inspection (including documents and data carriers). This applies regardless of whether this information has been designated as &#8220;confidential,&#8221; &#8220;secret,&#8221; or similar. Confidential information includes, without limitation, all company, product, and contract information, documentation, technical information, designs, processes, procedures, schemes, software, data, know-how, marketing and sales strategies, and other information that is considered confidential by its nature, in particular because it is not generally accessible to third parties or can only be obtained with considerable effort and whose disclosure is likely to harm the legitimate interests of the disclosing party.<\/p><p>The recipient is obliged to treat all Confidential Information as strictly confidential, to use it exclusively for the purpose of the business relationship, not to discuss it with third parties or disclose it to third parties, and to protect it with care in its own affairs, at least with the care of a prudent businessman with regard to such confidential information, before passing it on to third parties.<\/p><p>Disclosure to responsible employees is permitted if this is necessary in good faith for the business relationship with amasol and these persons are subject to a confidentiality obligation that is no less stringent than that set out in this agreement and appropriate measures have been taken to ensure that persons who have access to Confidential Information comply with the provisions of this agreement.<\/p><p>The following information shall not be considered confidential information:<\/p><p>(i)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 has already become generally known or publicly available prior to the time of disclosure, or becomes so after disclosure without any action or omission on the part of the recipient,<\/p><p>(ii)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 obtained by the recipient from a third party without breaching any confidentiality agreement entered into with the third party, or<\/p><p>(iii)\u00a0\u00a0\u00a0\u00a0\u00a0 were demonstrably developed by the recipient independently and without reference to the Confidential Information.<\/p><p>If and to the extent that Confidential Information must be disclosed in court or administrative proceedings or pursuant to a court or administrative decision that is legally binding on the recipient, or otherwise pursuant to applicable law, such disclosure may only be made to the extent necessary and only within the scope of the respective order, and even in this case, the information shall remain confidential in all other respects. The recipient shall immediately inform the disclosing party that the confidential information must be disclosed, thereby giving the disclosing party the opportunity to obtain appropriate judicial or other protection against such disclosure at its own expense.<\/p><p>This confidentiality obligation is unlimited in time and shall continue to apply to the Confidential Information even after the termination of the cooperation.<\/p><p>Upon termination of the contract and at any time at the request of the disclosing party, the recipient is obliged to return the confidential information or to confirm its destruction or, in the case of computer-based, electronic or digital data, its irretrievable deletion. At the request of the disclosing party, the recipient must confirm in writing that it has fully complied with the requirements.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d8c5a8d elementor-widget elementor-widget-text-editor\" data-id=\"d8c5a8d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>8. Final provisions<\/h2><h4>8.1 Place of performance<\/h4><p>The place of performance is the registered office of amasol, unless the service is to be provided on site at the customer&#8217;s premises.<\/p><p>\u00a0<\/p><h4>8.2\u00a0 Applicable law and place of jurisdiction<\/h4><p>The parties expressly agree that the laws of the Federal Republic of Germany shall apply to all disputes arising from or in connection with this contract, in particular to regulate, interpret, and enforce the rights, obligations, and duties of the parties arising from or in connection with the contract, without regard to conflict of law provisions, and irrevocably submit to the exclusive jurisdiction of the competent courts in Munich, Germany. Germany. The parties agree that the United Nations Convention on Contracts for the International Sale of Goods of 1980 is expressly excluded from application to this agreement.<\/p><p>\u00a0<\/p><h4>8.3 Written form<\/h4><p>Amendments and supplements must be made in writing to be valid. This also applies to any amendment to this written form clause.<\/p><p>\u00a0<\/p><h4>8.4 Extensions<\/h4><p>For extensions and\/or changes to the software and appliances under maintenance in accordance with the offer, amasol will offer supplementary maintenance together with the additional components. Upon commissioning, this agreement shall also apply to the supplemented components.<\/p><p>\u00a0<\/p><h4>8.5 Transfer and assignment<\/h4><p>The customer is only entitled to transfer its rights and obligations under this contract with the written consent of amasol. The same applies to the assignment of its rights under this contract. amasol is entitled to assign claims arising from this contractual relationship.<\/p><p>\u00a0<\/p><h4>8.6 Severability<\/h4><p>Should any provisions of this contract be or become invalid or unenforceable in whole or in part, or should their legal validity or enforceability be lost at a later date, this shall not affect the validity of the remaining provisions of this contract. The same shall apply if this contract is found to contain a loophole. In place of the invalid or unenforceable provisions or to fill the gap, an appropriate provision shall apply which, as far as legally possible, comes closest to what the parties intended or would have intended according to the meaning and purpose of the contract, provided that they had considered the point when concluding this contract. This shall also apply if the invalidity of a provision is based, for example, on a standard of performance or time (deadline, date) specified in this contract. In such cases, a legally permissible standard of performance or time (deadline, date) that comes as close as possible to the intended purpose shall replace the agreed provision.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36ee620 elementor-widget elementor-widget-text-editor\" data-id=\"36ee620\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Version: 01.08.2025<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-49926ab e-con-full elementor-hidden-mobile e-flex e-con e-child\" data-id=\"49926ab\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-3c75a6d e-con-full e-flex e-con e-child\" data-id=\"3c75a6d\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_offset&quot;:100,&quot;sticky_effects_offset&quot;:100,&quot;sticky_parent&quot;:&quot;yes&quot;,&quot;sticky_on&quot;:[&quot;widescreen&quot;,&quot;desktop&quot;,&quot;laptop&quot;,&quot;tablet_extra&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-09c783a elementor-widget__width-initial elementor-widget-tablet__width-inherit elementor-widget elementor-widget-table-of-contents\" data-id=\"09c783a\" data-element_type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;&quot;,&quot;library&quot;:&quot;&quot;},&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_widescreen&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet_extra&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__09c783a\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>amasol Support Service Description This document describes the scope of services provided by amasol Support for observability and SLM software products. The service level specified here applies unless otherwise agreed in the corresponding offer. In addition, the service-related provisions of the respective software manufacturers apply if third-party software is involved. The parties agree that this [&hellip;]<\/p>\n","protected":false},"author":259155764,"featured_media":24825,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-28437","page","type-page","status-publish","has-post-thumbnail","hentry"],"_links":{"self":[{"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/pages\/28437","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/users\/259155764"}],"replies":[{"embeddable":true,"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/comments?post=28437"}],"version-history":[{"count":0,"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/pages\/28437\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/media\/24825"}],"wp:attachment":[{"href":"https:\/\/amasol.com\/de\/wp-json\/wp\/v2\/media?parent=28437"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}