Allgemeine Geschäftsbedingungen und Richtlinien

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1. Einführung

During the Term and subject to Customer accepting an Order Form incorporating the applicable Nitro’s Terms of Service (“Terms of Service”), Customer is entitled to: (a) access to Nitro’s Support Center via Nitro’s website; and (b) Support in accordance with the applicable Support Model and subject to this Service Level Agreement (“Service Level Agreement” or SLA”).

2 . Definitionen

Die folgenden großgeschriebenen Begriffe haben bei ihrer Verwendung in dieser SLA die folgende Bedeutung.

"Abgeschlossener Vorfallbericht" bezeichnet einen vom Kunden ausgefüllten Bericht, einschließlich der in diesem SLA beschriebenen erforderlichen Mindestinformationen, der über das Web-Ticketing-System unter https://www.gonitro.com/support eingereicht und bei Nitro eingegangen ist;

“Customer Fault” means an incident caused by, relating to or arising as a result of (i) Customer’s or its User’s negligent, improper use, misapplication, abuse or misuse of the Services, (ii) use of the Services by Customer or its Users in a manner that is not permitted or inconsistent with the Documentation, (iii) any modification or addition to the Services or the configuration of the Services that is performed without prior written consent of Nitro, (iv) the use of incorrect data or incorrect integration, (v) the failure of any hardware and/or any software not provided by Nitro, (vi) the incorrect installation of a New Version or any maintenance, update, fix, improvement, or other modification or alteration of the Services (vii) any use by Customer or its Users of any third- party products or services that Nitro has not provided, or caused to be provided, to Customer (viii) any use of a version of the Services listed in Nitro’s Sunset Policy;

"Notfall-Ausfallzeit" bezeichnet Ausfallzeiten, die von Nitro nach eigenem Ermessen als für Notfallwartungen oder -bewertungen erforderlich festgelegt werden;

"Vorfall" bezeichnet eine Fehlfunktion des Dienstes, um in allen wesentlichen Belangen in Übereinstimmung mit der Dokumentation zu funktionieren, die von Nitro reproduziert werden kann, und schließt solche Fehlfunktionen im Zusammenhang mit einem Kundenfehler aus;

"Supportanfragen außerhalb des Umfangs" bezeichnet alle Kundensupportanfragen im Zusammenhang mit (i) professionellen Dienstleistungen, die von Nitro oder Dritten angeboten werden, oder (ii) auf Kundenfehlern;

"Reaktionszeit" bezeichnet die geschätzte Zeit (abhängig vom jeweiligen Support-Modell) zwischen der Einreichung eines abgeschlossenen Vorfallberichts durch den Kunden bis zur schriftlichen Bestätigung des Eingangs des abgeschlossenen Vorfallberichts durch Nitro, einschließlich der Bestätigung durch Nitro, dass die bereitgestellten Informationen für Nitro ausreichen, um den gemeldeten Vorfall zu verstehen und zu untersuchen;

"Geplante Wartung" bezeichnet die Zeit, die von Nitro für die Wartung eingeplant wird;

"Unterstützte Versionen" bezeichnet die neueste neue Hauptversion und die vorherige neue Hauptversion (N-1) des Dienstes;

“Support Model” means the support model corresponding to the Services used by the Customer. “Uptime” means the Cloud Services are available for access and use by Customer and its Users

over the Internet and operating in material accordance with their Documentation.

Wörter, die großgeschrieben, aber nicht in diesem SLA definiert sind, haben die Bedeutung, die diesen Begriffen in den geltenden Nutzungsbedingungen zugewiesen wird.

3. Customer's Support Responsibilities

3.1.  Before creating a Completed Incident Report, the Customer shall use reasonable efforts to verify any Incident encountered by the Customer or the Users.
3.2.  Customer agrees that any Out of Scope Support Requests are not covered by this SLA and are subject to Nitro and Customer first agreeing to the scope and provision of such support and the applicable additional fees to paid by Customer.
3.3.  Customer represents and warrants that Completed Incident Reports (including any documentation attached) will not contain Confidential Information, Personal Data (other than the contact details for the Primary Support Contact), or any other sensitive information.
3.4.  Customer shall notify Nitro of Incidents by using the web-based ticketing system provided by Nitro at https://www.gonitro.com/support and Customer shall include, at a minimum, the following information:

1. the contact details of the person responsible for liaising with Nitro with respect to the Incident and who has the necessary knowledge and availability to assist Nitro in Nitro’s provisions of the Support (“Primary Support Contact”);
2. the perceived impact on Customer’s business or operations;
3. all other relevant information Nitro may ask in a submission form as made available via Nitro’s web based ticketing system in order for Nitro to understand the Incident.
   

3.5.  Customer acknowledges and consents to Nitro providing Support to Customer and its Users remotely, including by means of telephone or internet telephony, and if applicable over the internet through the use of Remote Access Software that Nitro may require the Customer to install on the Customer’s computer system(s) (the "Remote Services") to assist in analyzing and resolving any Incident reported by Customer in a Completed Incident Report. Customer agrees that Customer and its Users shall give Nitro access to such customer systems to install and use remote access software necessary for Nitro to provide the Remote Services to Customer (the "Remote Access Software"). The Remote Access Software contains technological measures designed to collect and transmit to Nitro certain diagnostic, technical, usage, and related information, including information about the Customer computer system(s) and any third-party products relating to, or derived from, Customer's use of the Services. Customer represents and warrants it will not share with Nitro any Confidential Information, Personal Data, or any other sensitive information when Nitro is providing Support.

4. Nitro Support Obligations

4.1.  During the Term and subject to Customer adhering to the terms of the applicable Terms of Service (including without limitation all payment obligations) and this SLA, Nitro shall use commercially reasonable efforts to provide Customer support (in English language only) for Incidents in accordance with the relevant Support Model below for all Supported Versions of the Services used within Customer’s production environments only, excluding any Out of Scope Support Requests.

4.2.  Upon the receipt of a Completed Incident Report, Nitro shall use commercially reasonable efforts to further investigate the origin of the Incident and determine if the Incident is caused by the Services or due to a Customer Fault and Nitro shall determine in Nitro’s sole discretion the priority level of the Incident and adhere to the relevant Support Model below:

Nitro Pro

Nitro Sign Premium und Nitro Identity Hub

Die Prioritätsstufen in diesem SLA sind wie folgt definiert:

“Priority 1 Incident” or “P1” means the Service is not available for all Users or, the Service produces errors with a direct material impact on all Users.

“Priority 2 Incident” or “P2” means the Service is operational for the majority of Users however, it functions solely by: (a) material efforts performed by the Customer/Users, (b) material additional costs incurred by the Customer or; (c) having serious restrictions on the functionalities of the Service.

“Priority 3 Incident” or “P3” means the Service is operational but has certain limitations in functionality for the Users.

“Priority 4 Incident” or “P4” means the Service is operational, but anomalies are identified with regard to the Documentation provided by Nitro. The anomaly has a minor impact on Users.

5. Availability of Cloud Services

Für die Zwecke dieses Abschnitts 5gelten Nitro Sign Premium und Nitro Identity Hub als Cloud-Dienste.

5.1. Nitro’s target objective for Uptime is 99.5% as measured in the total number of minutes that the Cloud Services have Uptime for Users in a given calendar month during the Term, excluding unavailability as a result of any of the Uptime Exceptions (“Cloud Services Availability”).

5.2. For purposes of calculating the Cloud Services Availability, the following are exceptions to Cloud Services Availability and the Cloud Services will be not considered unavailable nor any service level failure will be deemed to occur in connection with any failure to meet the Cloud Services Availability or the impaired ability of Customer or its Users to access or use the Cloud Services that is due, in whole or in part, to any:

1. Customer Fault;
2. Force Majeure event;
3. Scheduled Maintenance;
4. Emergency Downtime;
5. Internet connectivity issues of Customer or its User(s);
6. Failure, interruption, outage, or other problem with any software, hardware, system, network, facility, or other matter not supplied by Nitro;
7. Any disabling, suspension, or termination of the Services by Nitro in accordance with the Agreement.

(each an “Uptime Exception” and collectively “Uptime Exceptions”)

6. Sunset Policy

6.1. Nitro may at its sole discretion cease to support, maintain and/or provide legacy versions of the Services as per its Sunset Policy.

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