6. Further Development / New Versions

The platform is subject to ongoing further development. The further development includes, among other things, the improvement of existing functions, the functional expansion and the adaptation to technological changes. Upon payment of the license fees, the customer receives access to the latest version of the oneclick™ platform (“stable version”).

B. Support

1. Definitions

1.1 Internet Service Provider („ISP“)
An ISP (Internet Service Provider, sometimes also called IAP for Internet Access Provider) is a company that connects individuals, organizations and companies to the internet and all the associated services. This SLA refers primarily to the provision of a technical connection to the public internet.

1.2 Incident
A cross-ISP malfunction in the accessibility of the platform or restrictions in the sense of the functionality of the platform defined and provided by oneclick for use are referred to as an incident. For the sake of simplicity, no differentiation is made in this SLA in the definition between a short-term and a one-time event as well as recurring problems with more extensive effects. In all cases, the measurements, rights and obligations described in this SLA apply.

1.3 Support Requests
All contact and correspondence not related or related to an incident are defined as support requests to oneclick.

1.4 First-Level-Support by oneclick
The oneclick support provides direct assistance to the customer and strives to resolve incidents and process support requests in a customer-oriented manner. In doing so, oneclick support serves as a central contact for the customer, independent of any assistance that may be required from second-level support.

1.5 Second-Level-Support by oneclick
If required and if possible and reasonable, the oneclick first level support uses resources of the oneclick company group, e.g. from the domain of software development or infrastructure operation. The exchange usually takes place internally on a ticket basis and per incident. The processing time depends on the severity and complexity of the solution and cannot be influenced by oneclick first-level support.

1.6 Second-Level-Support by third-party Companies
In addition, oneclick provides support for hardware and software products from third-party providers that are purchased and licensed via oneclick, e.g. Microsoft (Server OS, Client OS, Office, Office 365, Microsoft 365, Azure, Azure Services (e.g. Azure Active Directory AAD), MS SQL, Dynamics, etc.), WithSecure, Acronis, Ezeep, Fabulatech, etc., if the customer has booked a corresponding support package. In this case, oneclick Support forwards the support requests to the respective product manufacturer (second-level support), whereby the second-level support of the product manufacturer is decisive for the extent and the level of services that can be provided as well as the solution times. The processing time depends on the severity and complexity of the solution and cannot be influenced by oneclick first-level support. The Service Level Agreement (SLA) of the respective second-level support of the third-party providers apply. The oneclick Service Level Agreement (SLA) is not applicable for the support of hardware and software products of third-party providers.

The basic SLA of the third-party providers mentioned earlier are available as follows:
Microsoft: Standard SLA for Online Services
WithSecure: Product Support
Acronis: Product Support
Ezeep: Product Support

With some of the support offers of oneclick, the customer can benefit from extended support services of the third-party providers, which oneclick holds as the respective technology and sales partner. However, in this context, oneclick does not guarantee the extended support services of third-party providers that go beyond the basic SLA of the third-party providers, as these are in the responsibility of the third-party providers and are not provided by oneclick.

2. The oneclick Support

• Highly specialized team of engineers and developers with several years of experience in platform operation, virtualization and programming
• Extended support plans available according to individual needs
• Access to product support portal with up-to-date documentation and FAQ database at https://help.oneclick-cloud.com/en/
• State-of-the-art support center for fast and efficient delivery of requests
• Support in English and German

oneclick provides comprehensive first-level and second-level support for the oneclick™ platform of the same name marketed by oneclick within the extent of the support package agreed with the end user / end customer.

In the case of user licenses provided by oneclick, e.g. for testing purposes, there is no entitlement to the services from support packages; in this case, the provision of support services by oneclick is at its own discretion.

3. Support Services for the Platform

oneclick is designed as a self-service platform and is offered, operated and marketed as such. The many powerful functions of the platform result in a wide range of possible uses. oneclick exclusively provides free support for the accessibility and basic technical usability of the oneclick platform and the functions provided by oneclick, but not their application. This includes:

• the technical availability of the various oneclick platform availability zones,
• the login to the oneclick platform, excluding multi-factor authentication and identification systems from third parties, e.g. Microsoft Azure Active Directory (AAD),
• the technical availability of the oneclick apps “Desk”, “Admin”, “Customer Admin” and “Hybrid Drive”,
• the technical availability of the oneclick streaming services (“streaming cluster”), excluding incoming and outgoing connections via public cloud as well as connected or used endpoints (server, proxy, router, firewall, end devices).

4. Chargeable Support Services

Upon customer request and if possible, oneclick provides support for general assistance in the use of the platform functions described on the help web pages (https://help.oneclick-cloud.com/en/). Depending on the support package booked by the customer, these are inclusive or chargeable services, in particular for:

• Configuration and use of all functions in the oneclick platform area “Resources”,
• Setup, configuration and operation of VPN IPsec connections as well as assistance with the setup and configuration of VPN endpoints, e.g. VPN routers or firewalls used in conjunction with the oneclick platform,
• Second-level support of third-party hardware and software products purchased and licensed through oneclick,
• oneclick streaming services (“streaming clusters”) for incoming and outgoing connections via public cloud as well as the incoming and outgoing endpoints (server, proxy, router, firewall, endpoints),
• Use and configuration of virtual machines (VM), whether as stand-alone VM or as part of a multi-server or VDI concept,
• Specific tasks from customer projects.

Work performed by oneclick for support requests and support services for the analysis and elimination of malfunctions for which the cause is not the responsibility of oneclick, as well as for all other work performed by oneclick, e.g. for consulting and engineering services, will be charged to the customer according to the current oneclick price list based on actual time and effort.

5. Exclusions Support and Responsibilities

In general, oneclick does not provide support for any software installed and/or executed on physical devices or virtual machines by customers or third parties, as well as all configurations and adaptations of operating system components coming along with such software or any other software. Furthermore, the provision of support services excludes:

• All components and configurations of customer-owned systems of any kind,
• All licenses and products not provided by oneclick,
• All infrastructure components not provided by oneclick,
• All data and files of the customer or third parties,
• Availability and quality of internet access of the customer or his service providers,
• All services provided under the responsibility of partners, e.g. provision of infrastructure components by IaaS providers.

Furthermore, the obligations assumed in this SLA do not apply in the following cases of malfunction:

• Failure to meet the SLA caused by customer or the customer’s software,
• Customer’s unusual configurations, data uploads and API usage causing oneclick™ to malfunction,
• Scheduled maintenance,
• Compliance with laws and orders of government and government-authorized institutions,
• Force majeure

6. Troubleshooting and Remedy

oneclick accepts reports of malfunctions of the platform (“incidents”) during support hours in accordance with the support package booked by the customer and remedies malfunctions of the platform that are the subject of the contract.

6.1 Proactive Troubleshooting
If troubleshooting is carried out proactively according to the support package, the service is monitored by oneclick monitoring systems during the agreed support times. In case of an alarm, oneclick informs the customer’s technical contact within the response time and initiates a diagnosis. The customer receives a confirmation in the form of an incident ticket with a unique ticket number. All activities related to the incident are commented on in this ticket.

6.2 Reactive Troubleshooting
If troubleshooting is carried out reactively in accordance with the support package, the service is initiated by the receipt of a malfunction report from the customer. The customer receives a confirmation in the form of an incident ticket with a unique ticket number. All activities related to the incident are commented in this ticket.

6.3 Contacts to the oneclick Support
The following contact channels to oneclick support are available:

6.4 Duty to cooperate and technical contact of the customer
The customer must comprehensively document any incident towards oneclick and proactively report it to oneclick within the extent of the agreed contact options of his booked support package. oneclick is entitled to change the agreed priority level to a lower priority level if the customer is not able to provide suitable resources or reactions to enable oneclick to continue its efforts to resolve the problem.

Information related to incidents will be sent to the customer’s technical contact, to the contact details stored in the platform via email, SMS, chat services or telephone. The technical contact is defined in the platform and is managed by the customer. In case of incorrect contact data or in case of non-availability, oneclick cannot fulfill the contractual obligations and the troubleshooting will be delayed or interrupted. Therefore, always keep the contact data in the platform up to date.

6.5 Response Time
The response time describes the speed oneclick reacts to certain events with. In the context of a malfunction, the response time starts with the opening of an incident ticket due to the detection of the fault by the oneclick monitoring systems (“Monitoring”) or the receipt of a malfunction report by the customer and ends with the confirmation of the malfunction to the customer. If the response time guaranteed in the support package is exceeded, the customer will receive a credit in accordance with the section “Granting of Credits”.

6.6 Recovery Time
The Recovery Time Objective (RTO) describes the maximum permissible period of time for the recovery of the platform following a disruption. The recovery time starts with the opening of a corresponding incident ticket due to the detection of the disruption by the oneclick monitoring systems (“monitoring”) or the receipt of a corresponding message by the customer. It ends with the successful recovery of the platform by oneclick. If the recovery time guaranteed in the service contract is exceeded, the customer will receive a credit according to the section “Granting of Credits”.