1. Character
This Policy forms part of the subscription agreement when a completed Order Form identifies its version. It is not a standalone SLA or a separately paid maintenance agreement. Baseline Platform support is included in the paid subscription. The binding channel, standard service hours, priority classes and acknowledgement targets are stated in the Order Form; a blank field creates no service parameter.
2. Support handling
A report should identify the account, symptom, business impact, time and available screenshots or logs. During agreed hours, Avantwerk acknowledges the report, classifies impact, investigates what it controls, escalates to the supplier and provides material known information. Acknowledgement, update and restoration are separate measures; none is implied.
3. Availability
The Platform depends on the hosted-platform supplier identified in the DPA and Processor and Vendor Register, internet, communications channels and integrations. Avantwerk remains responsible for its own configuration, access control, escalation and communication, but does not present a supplier guarantee that does not exist as its own commitment. Planned or emergency maintenance is communicated where reasonably possible.
4. No guarantees or credits
There is no percentage availability commitment, guaranteed repair time, 24/7 support, service credit or automatic refund. A future commitment requires an express Order Form entry, verified measurement, defined exclusions and infrastructure coverage. The absence of a credit does not exclude adjustment, termination or damages arising from Avantwerk’s own breach and applicable law.
5. Operational details in the Order Form
The Order Form states at least the support channel and standard service hours. It may additionally define priorities, acknowledgement and update targets, and an escalation channel. An omitted entry creates no service parameter. Additional managed services are described only in an Optional Managed Services Schedule expressly incorporated by the Order Form.
