Service Level Agreement

Our Service Commitment

At creoline (hereinafter the “Provider”), we aim to delight you with our personal customer service — regardless of whether you contact us by phone, email, or via our ticket system. Below you’ll find all the essential information about our service channels, response times, and availability. This Service Level Agreement further specifies the IT services to be provided under the respective master agreement and applies in addition to our Terms & Conditions, which you can view at creoline.com/legal/tos.

Definitions

1. “Managed Server” refers to a support level selected by the customer. In this model, the Provider assumes responsibility for maintenance, updates, and all related services. Within the Managed Server support level, the customer selects a support plan: Basic, Business, or Enterprise.
2. “Response Time” is defined as the period within which the Provider begins remedying a reported incident. It starts when the Provider receives the initial incident report.
3. “Service Hours” are the times during which customers are entitled to have incidents and defects handled.
4. “Unmanaged Server” refers to a support level selected by the customer. In this model, the customer is responsible for installation, configuration, monitoring, updates, and the proper functioning of all related services.
5. “Business Days” are defined as Monday through Friday, excluding public holidays at the Provider’s registered office.

Service Channels

1. The Provider maintains the following service channels for receiving incident/error reports, other notifications, and inquiries:
   • Ticket system, accessible via the Customer Center
   • Email, reachable at support@creoline.com
   • Live chat, accessible via the Customer Center
   • Emergency hotline by phone, reachable at +49 2507 90080-34
2. The service channels are available on business days from 9:00 a.m. to 5:00 p.m. (service hours).
3. For critical or urgent technical inquiries, the emergency hotline is available at all times, including non-business days (365 days / 24 hours). Via the hotline, your request is recorded by an agent, forwarded to a technician, and processed as quickly as possible.
4. The Provider’s ticket system can be accessed after login via the Customer Center. Requests requiring customer verification (e.g., orders or changes to master data) can also be handled here.
5. Any non-compliance with availability must always be reported to the Provider through the service channels listed above.
6. Customers must report incidents and errors without undue delay. The report should include the most detailed description of symptoms possible.

Availability

1. The Provider ensures availability of the IT services agreed in the master agreement of 99.9% on an annual average.
2. IT services are deemed available if, during the agreed period, they are provided and reachable in accordance with the agreed percentage availability.
3. The following downtimes are excluded when determining availability or the availability rate:
   1. Outages due to malfunctions of technical systems and/or network components outside the Provider’s sphere of responsibility;
   2. Outages caused by improper use of software or hardware by the customer;
   3. Outages resulting from maintenance work agreed with the customer or unforeseen and urgently required maintenance not attributable to the Provider. Urgent maintenance may be necessary, for example, to close security vulnerabilities that pose an acute risk to data and/or system security. In such cases, the Provider will inform all affected customers by email.
4. The Provider performs planned maintenance during the following maintenance windows:
   • Sunday 11:00 p.m. to Monday 4:00 a.m.
   • Wednesday 11:00 p.m. to Thursday 4:00 a.m.
5. The customer is obligated to report restrictions or outages of availability to the Provider without delay. The report should include the most detailed description of the incident symptoms possible.
6. The Provider is responsible for measuring availability. Metrics can be viewed at status.creoline.com.

Error Categories

Reported incidents and errors are classified at the Provider’s reasonable discretion, taking into account the customer’s interests, into the following categories:

Response Times

1. The following response times are promised according to the classification:

   Error Category	Response Time
   	Standard	Extended Support Basic	Extended Support Business	Extended Support Enterprise
   1) Minor Incident	24 hours	24 hours	12 hours	6 hours
   2) Moderate Incident	24 hours	12 hours	6 hours	3 hours
   3) Major Incident	6 hours*	2 hours*	1 hour*	30 minutes*

   * Regardless of service hours, including Sundays and public holidays
2. Response times apply only to incidents not caused by the customer.
3. If a category 1 or 2 incident is reported outside service hours, the response time begins at the start of the next service hour window.

Penalty (Service Credits)

1. In the event of non-compliance with the agreed availability, the Provider grants a refund of the remuneration under the master agreement according to the following outage classes:
   • from and including 99.9%: 0% reduction
   • from and including 98.9% up to 99.8%: 5% reduction
   • below 98.8%: 10% reduction
2. In the event of non-compliance with the agreed response time, the Provider grants a reduction of 10% of the calculated daily remuneration.
3. The maximum amount of annual reductions corresponds to one monthly fee. Further claims of the customer remain unaffected.