Version 1.3 valid from March 17th, 2025

1. The Licensor operates the provided Platform under the criteria of highest possible care, reliability, and availability regarding subscription models, 7 days a week, 24 hours a day, 365 days a year.
   Downtimes are not considered in the calculation of availability if the Licensee expressly agreed to it in writing or if these downtimes are default times mentioned in paragraphs 4 ,5 and 6.
2. The Licensee has the right to reduce the agreed monthly fee to the maximum of 2% for every full percentage point that is below the assured availability. Any further claims of the customer remain unaffected.
3. Down times for maintenance, servicing and upgrades are explicitly pre-announced in writing between the parties if these deviate from the default times mentioned in paragraphs 4,5 and 6.
4. The maintenance of the Simplifier is carried out by default on Saturday from 20:00 to 22:00 UTC (22:00 to 00:00 Central European Summer Time). Divergent or in addition necessary maintenance must be announced to the Licensee in writing, at least four weeks in advance and require the Licensee‘s written approval.
5. Security and Reliability are ensured by daily patching of simplifier application between 3AM UTC to 3:15 AM UTC, (5:00 AM to 5:15 AM Central European Summer Time) – this leads to a maximum downtime of 15 minutes per day.
6. Updates and upgrades, that change the process, have to be announced to the Licensee in writing and before the implementation and will require written approval.
7. By submitting an Emergency or Critical ticket, the OK is implicitly given to restart the systems until the problem is resolved without further agreement from the Licensee.
8. In every managed Simplifier Platform, two users for Simplifier are automatically created – One Support User and one Monitoring User. These users must have a local login and the password must not be changed by the Licensee.