This General Service Level Agreement (“SLA”) is designed as an addition to the fundamentally applicable General Terms and Conditions of Business and Licensing (GBLT) as well as the terms of use and describes the quality parameters that oneclick has set as its goal for the platform of the same name and all services offered (hereinafter “platform”). Furthermore, this SLA defines the support for services offered by oneclick or used by the customer.



This SLA applies to all customers of oneclick, unless the customer has agreed to an individual service level agreement (see section 12.2 of the General Terms and Conditions of Business and Licensing). For infrastructure and software products of third-party providers that are made utilisable to the end user by oneclick or made usable for the customer, this SLA does not apply or is separately stated (see section 12.11 of the General Terms and Conditions of Business and Licensing).

On the part of the customer, the following conditions must be met at all times in order for this SLA and support to be provided by oneclick:

  • The customer’s contact information is up to date, see section “Customer’s Duty to Cooperate”.
  • The customer has fulfilled his payment obligations towards oneclick or towards a sales partner / reseller / technology partner (hereinafter referred to as “partner”) and is not in arrears with any payment. A justifiably withheld payment on the part of the customer is not considered a default in the sense of this agreement.
  • The customer’s subscriptions/licenses must be in “active” status.


Business hours and Time Designation
Business hours are from monday to friday (excluding public holidays) from 8:00 am to 6:00 pm. For commercial and administrative requests, oneclick is available during these hours.

All time designations in this SLA are given in central european time MET (CET, UTC+1) for winter time or CET (CEST, MEZ UTC+2) for summer time. Public holidays are all official state (Germany) and regional (Bavaria) holidays.

Support Center, Support Hours
Support hours are defined in the different support packages and ranges from periods during peak business hours to around the clock on all days of the year (24/7/365). Support is provided on behalf of oneclick AG, Zurich Switzerland by OC Development GmbH, Sonntagshornstr. 18, 83278 Traunstein, Germany, which is responsible for the development, operation and service of the platform and is a subsidiary company of oneclick Group AG, Zurich, Switzerland.

Data Privacy
The processing of personal data in the context of the provision of support services is carried out in compliance with the privacy policy. The customer undertakes to use and operate the platform and the associated data and information exchange in compliance with the applicable laws and data protection regulations concerning him (e.g. Swiss Data Protection Act, EU-DSGVO) and to protect the property rights of third-party companies. The customer shall indemnify and hold oneclick harmless from any claims of third-party companies upon first request.


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