Service Level Agreement (SLA) oneclick™ Assist

of oneclick AG, CH-8008 Zurich (hereinafter “oneclick”) for the AI-powered Chatbot “oneclick™ Assist” (hereinafter “Chatbot”)

Version: 1.0

Preamble

This Service Level Agreement (SLA) is designed to supplement oneclick’s generally applicable General Terms and Conditions as well as the Chatbot’s License and Terms of Use, and describes the operational and support processes as well as the organizational framework for the operation of the Chatbot.

1. Scope

This SLA governs oneclick’s operational and support services in connection with the Chatbot and applies to all persons (“you”) who use the Chatbot. The Chatbot is an optional, AI-powered add-on feature of the oneclick™ platform (“Main Product”) and is not an essential core feature of the Main Product. This SLA does not establish any independent performance or availability guarantees beyond the obligations expressly stated in this document.

2. Support Hours and Response Times

Support hours for the Chatbot are Monday through Friday (excluding holidays) from 9:00 a.m. to 4:00 p.m. CET/CEST. All times in this SLA are in Central European Time (CET) (UTC+1) for winter time and CEST (UTC+2) for summer time. Public holidays are defined as all official state holidays in Germany.

During these hours, support requests are accepted and processed in accordance with the Main Product’s general support procedures. A specific response time is not guaranteed for the Chatbot.

Support requests can alternatively be submitted via the following channel:

• By email to support@oneclick-cloud.com

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 Main Product and is a subsidiary of oneclick Group AG, Zurich, Switzerland.

3. Data Protection

The processing of personal data in connection with the use of the Chatbot is governed exclusively by oneclick’s current privacy policy. This is available at https://oneclick-cloud.com/en/privacy-policy-oneclick-services/. You agree to use the Chatbot and the associated exchange of data and information in compliance with applicable laws and the data protection regulations applicable to it (e.g., Swiss DPA, EU GDPR) and to respect the intellectual property rights of third parties. You indemnify oneclick against any claims by third parties resulting from your unlawful use of the Chatbot.

4. Nature of the Chatbot

The Chatbot is powered by artificial intelligence technologies and generates automated content based on statistical models. The generated responses may be incomplete, incorrect, or misleading and do not constitute binding statements, assurances, or recommendations. The use of the Chatbot’s outputs does not replace human review, professional advice, or independent decision-making. The Chatbot serves exclusively for support purposes and does not make autonomous decisions with legal or comparable effect.

5. Chatbot Availability

oneclick strives to keep the Chatbot generally available but does not independently guarantee a specific minimum availability, performance, or uninterrupted usability of the Chatbot. In particular, no specific percentage of system availability is guaranteed.

The functionality of the Chatbot depends, among other things, on:

• the availability of the Main Product,
• the availability of the oneclick™ Help Knowledge Base website at help.oneclick-cloud.com,
• the Chatbot’s infrastructure,
• the availability of the third-party LLM used,
• external network connections,
• third-party API interfaces,
• maintenance or update measures.

In the event of Chatbot malfunctions, oneclick shall, at its sole discretion, determine:

• the priority of the issue
• Type of troubleshooting
• Technical measures

Restrictions, interruptions, or outages of the Chatbot resulting from the aforementioned circumstances shall not be considered a breach of this SLA and shall not constitute a breach of contract regarding the availability or functionality of the Main Product.

6. Third-Party Dependencies

The Chatbot is powered by third-party AI models and technical components.

oneclick has no influence over:

• the availability of the third-party service,
• changes to the model architecture,
• API changes,
• capacity limitations,
• regulatory restrictions imposed on the third-party provider
• or discontinuation of the service.

Limitations or outages attributable to the third-party provider do not constitute a breach of this SLA.

7. Maintenance Work on the Chatbot

oneclick is entitled to perform maintenance and update work on the Chatbot, including, but not limited to, updating the underlying AI model, replacing technical components, or modifying or removing features. Maintenance work may result in temporary limitations or interruptions. Scheduled maintenance work related to the Chatbot will be announced on the oneclick status page at https://status.oneclick-cloud.com, provided this is technically feasible. Maintenance work is generally announced two calendar weeks in advance. You can subscribe to these announcements on the oneclick™ status page to receive information proactively.

oneclick strives to perform maintenance work within the following maintenance windows:

• Standard maintenance window: Friday, 10:00 PM to Saturday, 6:00 AM (CET/CEST)
• Maintenance window for extensive tasks lasting more than six hours (including rollback scenarios): Friday, 10:00 p.m. to Monday, 4:00 a.m. (CET/CEST)
  
  

oneclick limits unannounced service interruptions to the absolute minimum. In emergencies and to resolve or prevent major outages, oneclick may perform maintenance work at its discretion and with due consideration for your needs, even during other times.

8. Further Development / New Versions

The Chatbot is continuously being developed. Further development includes, among other things, the refinement of existing features, functional enhancements, and adaptation to technological changes.

9. Exclusions, Support, and Responsibilities

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

• Failure to meet the SLAs caused by you,
• Unusual configurations, data uploads, and API usage by you that cause a disruption,
• Scheduled maintenance,
• Compliance with laws and orders of government and government-authorized institutions,
• Force majeure as defined in Section 12 of the Chatbot’s License and Terms of Use.

10. Liability

A failure or limited availability of the Chatbot does not constitute a defect in the Main Product. You are not entitled to contractual penalties, price reductions, or other compensation payments due to limited availability or malfunctions of the Chatbot.

In particular, there are no claims to:

• Contractual penalties
• Price reductions
• Compensation
• Extension of the contract term.

The foregoing does not apply in cases of intent or gross negligence on the part of oneclick, to the extent that mandatory law precludes such exclusion.

11. Previous Versions, Validity

oneclick makes the current version of the SLA available in text form on the oneclick™ website at https://oneclick-cloud.com/en/sla-oneclick-assist/. With this SLA, all previous versions of the SLA for the Chatbot lose their validity. oneclick is entitled to amend this SLA at any time. You will be notified of changes with reasonable notice, but at least 14 days in advance.

12. Severability Clause

If any individual provisions or clauses in this SLA are deemed by a court to be legally invalid or unenforceable, such provisions shall be limited to the minimum extent necessary, removed, or replaced with a legally valid provision that reflects the intent of this SLA, so that this SLA remains in full force and effect.

13. Governing Law and Jurisdiction

This SLA is governed by the substantive laws of Switzerland, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). The place of jurisdiction is Zurich, Switzerland.