The Service Level Agreement (SLA) covers all offers and products of Aterios GmbH (hereinafter referred to as ATERIOS). This agreement defines quality standards in relation to the products and services of ATERIOS, which ATERIOS undertakes to fulfil for its customers. These quality standards include in particular the availability and accessibility of the technical network and the customer support of ATERIOS.
ATERIOS undertakes to guarantee 99% availability of its own network (99% uptime). Availability is measured at six-month intervals.
The guaranteed availability does not include interruptions due to announced maintenance work by ATERIOS or third parties, interruptions caused by ‘force majeure’, etc. If the Customer informs ATERIOS within three working days of a disproportionately long interruption, it shall be compensated for its efforts by means of a free extension of its contract by one calendar month.
ATERIOS undertakes to prevent an overload of its Internet connection to the best of its knowledge and belief and ensures this by expanding the infrastructure used or commissioning corresponding new components in good time. ATERIOS shall take action at the latest when individual lines reach the capacity limit of an average utilisation of 75%, measured at intervals of 30 minutes and over a period of one week.
ATERIOS undertakes to respond to customer inquiries, orders etc. within a maximum of 24 hours, provided they are submitted during normal working days and via the online support system provided for this purpose and are not otherwise regulated by a management contract. ATERIOS guarantees customers with a management contract the response time specified in the contract. Support requests submitted during the weekend or on public holidays will be answered on the following working day.
