Service Specification Managed Services

This English version is provided for convenience only. The German version is legally binding; in the event of any discrepancy between the two versions, the German version shall prevail.

1. Brief description

centron Managed Services provide a technical support service for customers of centron cloud and infrastructure products.

The service serves to support the Customer with technical questions and incidents and with the analysis and resolution of problems within the infrastructure used. In contrast to classic managed services, this service does not include the independent performance of administrative activities or the operation of systems.

The focus is on technical advice, fault analysis and support in restoring the functionality of systems within the scope of the agreed support.

2. Key features

centron Managed Services comprise technical support services with the following characteristics:

• support with technical incidents and problems
• analysis of fault states within the infrastructure
• advice on the configuration and use of centron services
• support with troubleshooting by guiding the Customer
• provision of support via defined communication channels (e.g. ticket system, email, optionally by telephone)
• support within the scope of incident and problem management processes

The service does not constitute the independent performance of administrative changes, deployments or system configurations, but supports the Customer in implementing them on its own responsibility.

3. Service plans

centron Managed Services is provided as a support service in one service model.

It is configured in particular via:

• response times for support requests
• prioritisation of tickets (e.g. severity levels)
• optionally booked support Contingents (hourly Contingents)

The specific scope of services results from the support model booked in each case.

4. Metrics

Billing depends on the support model selected.

Within service hours, Managed Services are charged in 15-minute increments. Outside service hours, every hour or part thereof is included in the calculation.

The specific billing is based on a fixed monthly price where an hourly Contingent has been booked, or on time-and-materials billing.

5. SLA specifics

Defined support levels apply to centron Managed Services, in particular with regard to response times.

The response time describes the period between receipt of a support request and initial processing by centron.

The response time is one (1) hour.

It is expressly pointed out that:

• no guaranteed resolution times are assured
• no operational responsibility is assumed
• no availability guarantees arise beyond existing infrastructure SLAs

6. Backup

Backup and recovery services are not part of the Managed Services.

The service can support the Customer with analysis or recovery, but does not assume any independent performance of or responsibility for backup processes.

Responsibility for data backup and recovery lies entirely with the Customer.

7. Additional terms

centron Managed Services constitutes a support service and does not include operational system administration.

In particular, centron does not perform any of the following activities:

• installation or operation of software
• implementation of configuration changes
• deployment of applications
• management of user accounts or access

The Customer remains fully responsible for:

• operation of its systems
• implementation of changes
• security of its infrastructure
• compliance with statutory requirements

centron may give recommendations for action within the scope of support; however, these are implemented exclusively by the Customer.

Where access to systems is required for fault analysis, such access takes place exclusively with the Customer’s express consent and only to the extent necessary.

Liability for the effects of measures implemented by the Customer on the basis of support recommendations is excluded, provided that these recommendations were given to the best of knowledge and belief.

centron is entitled to restrict or refuse support services if:

• the request lies outside the scope of services
• systems are operated improperly
• security risks exist for the infrastructure or third parties

Support relates exclusively to centron’s own products and their interfaces. Support for third-party software or the Customer’s own applications is provided only in the form of general advice, without any assumption of responsibility.