Service Level Agreement – MTP ControlEngine (en)
Introduction
This Service Level Agreement (SLA) regulates the services of
Semodia GmbH, Meißner Str. 37, 01445 Radebeul (“Semodia”)
in connection with the use of the MTP-Engine and MTP-ControlEngine by paying customers (“Customer”). It defines the service quality, maintenance, support services and update mechanisms provided under a subscription agreement.
This SLA is based on the General Terms and Conditions of Semodia GmbH (status as of 24 April 2024) and supplements them with specific provisions for the aforementioned software products.
Changes to this SLA shall be made in writing or by e-mail.
Scope of Services
Semodia provides the customer with access to the MTPlatform as a web application. The scope of services includes
- 1. MTP-Engine – Development-Bundle (Subscription)
- Provision of the MTP-Engine for use in development and test environments.
- Use exclusively for internal development purposes, training, or demonstrations.
- No productive use in customer plants, production systems, or marketable end products.
- Includes development and demo licenses as specified in the order confirmation.
- Regular provision of updates and bug fixes via a central repository (e.g. Git / Docker image).
- Access to technical documentation, interface descriptions, and change logs.
- 2. MTP-Engine – Production License (Subscription)
- Provision of the MTP-Engine for integration into productive software or system environments.
- Use in combination with licensed hardware, plant control systems, or process control systems is permitted.
- Includes regular functional and security-related updates.
- Access to support services in accordance with the response times defined below.
- Semodia ensures that the software remains operational and maintainable within the scope of the agreed subscription.
- 3. MTP-ControlEngine – Development-Bundle (Subscription)
- Provision of the MTP-ControlEngine source code for development, integration, and demonstration purposes.
- Use exclusively in non-productive scenarios; no use in marketable products or productive plants.
- The Customer undertakes not to make independent modifications to the source code unless this has been approved in writing.
- Semodia provides technical updates, bug fixes, and functional improvements via the agreed repository.
- As part of the subscription, Semodia provides current versions and documentation.
Support and Response Times
Customers receive support via the following channels:
- E-mail: support@semodia.com
- Phone: +49 351 271 868 68
Response times for standard support according to priority
- Error type: Critical
Example: System failure – Response time: 24h within working days* – Resolution time: 5 working days - Error type: High
Example: Malfunction with high impact – Response time: 48h within working days – Resolution time: 15 working days - Error type: Medium
Example: Restrictions, but operation possible – Response time: 48h within working days – Resolution time: 20 working days - Error type: Low
Example: Minor bugs or UI problems – Response time: 48h within working days – Resolution time: Next release
Semodia will make reasonable efforts to provide solutions or workarounds within these timeframes. Prioritisation is determined in consultation with the Customer.
*Working days: Monday to Friday, regional public holidays at the Semodia GmbH headquarters and central public holidays in the Federal Republic of Germany are excluded.
Maintenance and updates
- Regular provision of software updates, bug fixes, and functional enhancements is made available via Semodia’s download area.
- Version management and change documentation are maintained centrally by Semodia.
- Customers are informed of material changes by e-mail or via release notes.
- Kunden werden über wesentliche Änderungen per E-Mail oder Release Notes informiert.
Service limitations and liability
Semodia has unlimited liability for intent, gross negligence and injury to life, limb or health. In all other cases – subject to mandatory statutory provisions – liability is limited to five times the annual subscription fee paid and to typical, foreseeable damages.
In particular, claims for indirect damages (e.g. loss of production, loss of profit, loss of data) are excluded, unless otherwise stipulated by law.
Contract term and termination
This SLA is an integral part of the respective subscription agreement and applies for the duration of that agreement.
Changes shall be made in writing or by electronic publication and notification to the Customer.
If no objection is raised within 14 days, the changes are deemed accepted.
Place of performance
The place of performance for all services arising from this SLA is the registered office of Semodia GmbH in Radebeul, unless expressly agreed otherwise.