Service Level Agreement – Flow2Mtp (en)
Introduction
This Service Level Agreement (SLA) governs the services provided by
Semodia GmbH, Meißner Str. 37, 01445 Radebeul (“Semodia”)
in connection with the use of the Flow2MTP software by paying customers (“Customer”). It defines the scope of service, support services, maintenance principles, and the distinction between software operated locally at the Customer’s site and supplementary online services provided by Semodia.
FLOW2MTP supports the engineering workflow of process plants and their Process Equipment Assemblies (PEAs): from the creation of Process Flow Diagrams (PFDs) through Automation P&IDs for individual units or PEAs to the generation and management of initial Requirement MTPs (rMTPs). The application consolidates relevant information for automation in a standardized digital format; the rMTP serves as a functional design specification for further engineering and automation steps.
Changes to this SLA must be made in writing or via email.
Scope of Services
Semodia provides the customer with FLOW2MTP as part of the agreed subscription with the scope of use defined in the order confirmation. The specific scope of functions may vary depending on the package booked, the licensing model, or agreed-upon additional services.
- Creation of self-explanatory PFDs directly within the application
- Support for automated P&ID creation using PAVIS template technology in conjunction with Microsoft Visio
- Support for project planning in S88 structure
- Generation and editing of tag lists
- Automated detection of control modules
- Definition and visualization of equipment modules, strategies, and phases
- Generation of rMTP files
- Support for creating company-specific templates and configurators
Semodia is obligated to provide the contractually agreed-upon standard software in its currently released version. Not included in the standard scope of services are, in particular, project-specific engineering services, custom development, data migrations, customer-specific integration projects, modeling or consulting services, as well as the functionality of third-party software or customer system landscapes.
Provision, Local Use, and Online Services
FLOW2MTP is generally made available to the customer as software operated locally at the customer’s site. Unless expressly agreed otherwise, the customer is responsible for installation, operation, administration, data backup, performance, and the availability of the customer’s runtime environment, including the necessary hardware and software infrastructure.
Semodia provides supplementary online services for software activation, querying and verifying the license status, and, where applicable, for other related services or interfaces. These online services may require an internet connection between the customer’s installation and systems operated by Semodia.
Semodia does not guarantee any specific availability of the local installation of FLOW2MTP in the customer’s environment. Service commitments under this SLA apply exclusively to the online services operated by Semodia, in particular activation, license validation, and central interfaces provided by Semodia, to the extent that these are relevant for contractual use.
Semodia shall endeavor to keep these online services available with reasonable care. There is no fixed percentage availability commitment or entitlement to service credits, unless expressly agreed otherwise in the order confirmation.
The following are specifically excluded from any service evaluation or assessment of disruptions:
- malfunctions, outages, or performance limitations in the local IT, server, client, network, security, or system environment of the customer or their service provider,
- missing, interrupted, or restricted internet connections on the customer’s side, to the extent that these are required for activation, license verification, or the use of associated online functions,
- outages or limitations of third-party components or third-party software outside Semodia’s control, in particular Microsoft Visio, PAVIS technologies, customer-side directory services, firewalls, proxies, or API endpoints,
- scheduled maintenance windows in accordance with this Agreement
- misconfigurations, improper use, or unauthorized modifications to the system environment caused by the customer or its agents,
- Disruptions due to force majeure or other unforeseeable, unavoidable events beyond Semodia’s control,
- Periods during which services must be temporarily restricted or suspended due to security measures.
For functions that require an active internet connection—in particular initial activation, reactivation, license status queries, or the use of connected online services—the Customer is responsible for providing the necessary connection. If such a connection is unavailable, these functions may be restricted or temporarily unavailable.
Requirements and Customer Obligations
- The customer shall establish and maintain the technical requirements for the installation and operation of FLOW2MTP in its environment, including, in particular, suitable hardware, operating systems, supported client environments, Microsoft Visio installations, networks, security permissions, and—to the extent necessary for activation, license verification, or online functions—a functional Internet connection.
- The Customer shall ensure that the data, templates, interface parameters, and content provided by them are factually correct, complete, and free from third-party rights, to the extent that this is relevant for the use of FLOW2MTP.
- The customer shall designate suitable contact persons for support requests and provide reproducible error descriptions, screenshots, log excerpts, or test data to a reasonable extent, to the extent that this is possible and reasonable for the customer.
Support and Response Times
Customers receive support via the following channels:
- E-mail: support@semodia.com
- Phone: +49 351 271 868 68
Support hours: Monday through Friday, 9:00 AM – 5:00 PM (CET), except on public holidays in Saxony.
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
Semodia is entitled to further develop, adapt, and make technical changes to FLOW2MTP and the associated online services while safeguarding the customer’s legitimate interests, provided that the contractually agreed core purpose of the application is not significantly impaired.
This applies in particular to changes to the user interface, internal data storage, export formats, authentication procedures, activation mechanisms, API endpoints, or integrations, provided that such changes are necessary or objectively justified for technical, security-related, regulatory, or operational reasons.
To the extent that changes require the customer’s cooperation, Semodia will inform the customer thereof to a reasonable extent.
Service limitations and liability
Semodia shall be liable without limitation for intentional acts, gross negligence, and in cases of injury to life, limb, or health. In all other cases, liability—subject to mandatory statutory provisions—is limited to five times the annual subscription fee paid and to typical, foreseeable damages.
In particular, claims for indirect damages, consequential damages, loss of production, lost profits, or data loss are excluded, to the extent permitted by law and unless expressly agreed otherwise.
Semodia makes no warranty that content, models, tag lists, PFDs, automation P&IDs, or rMTP files generated with FLOW2MTP are suitable for a specific technical, regulatory, or operational purpose without the customer’s professional review.
Term of the Agreement and Termination
This SLA is an integral part of the respective subscription agreement and remains in effect for the duration of that agreement.
Changes shall be made in writing or by electronic publication and notification to the customer.
Unless an objection is raised within 14 days, changes shall be 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.