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 MTPlatform by paying customers (“Customer”). It defines the service quality, availability, maintenance and support services that are provided as part of paid platform access.
This SLA is provided for the first time when a fee-based user contract is concluded. Changes are made in writing or via a notification in the personal area of the platform.
Scope of Services
Semodia provides the customer with access to the MTPlatform as a web application. The scope of services includes
- Operation of the platform with personal access
- Use of the following core functions:
- MTP-Inventory
- PEA-Inventory
- Repository-Manager
- PEA-Marketplace
- MTPol
- MTP-Viewer
- MTP-Validator
- Company accounts
- Ongoing maintenance and technical development of the platform
- Security measures according to the state of the art
- Standard software updates and minor functional improvements
The range of functions will be expanded if necessary.
Availability and operating times
The availability of the MTPlatform provided is 99.5% on a monthly average, based on the core time from 06:00 to 22:00 (CET), Monday to Friday. Excluded from this are previously announced maintenance windows. Semodia announces planned maintenance work with a lead time of at least 7 working days. In exceptional cases, for example to rectify critical security gaps, emergency maintenance may be carried out at short notice. Outages outside Semodia’s sphere of influence (e.g. Internet connection at the customer’s premises) are excluded from the availability commitment.
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
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 carries out regular maintenance work and software updates. These include
- security-related corrections
- technical optimizations
- functional enhancements
Releases are documented and made available to customers as required. Changes are automatically applied to the platform; local installation by the customer is not required.
Service limitations and liability
Semodia has unlimited liability for intent, gross negligence and injury to life, limb or health. In other cases, 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 fee-based user contract (“platform subscription”) and only applies during its term. Changes to this SLA are made
- by written notification
- or by electronic publication in the user area of the MTPlatform
In both cases, the customer will be informed of the change. If no objection is raised within 14 days, the amendment shall be deemed to have been 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.