This translation is provided for readability only. Only the German version is legally binding: view the German version
for support and software maintenance of Ordivis Platform. Provider: Grams IT. As at 16 August 2026 · effective from general availability (1 January 2027).
Note on product status: Ordivis Platform is in pilot operation; the first pilot customer is using the software productively. Ordivis Platform becomes generally available on 1 January 2027. Until then the support services described here are planned services and take effect with general availability. Until then, prospects and pilot participants are supported individually by arrangement.
(1) This service level agreement („SLA") governs the planned provision of support and maintenance services by the provider for the software components licensed by the customer. It takes effect with general availability; until then the individually agreed terms apply to pilot customers.
(2) This SLA applies uniformly to all plans, including the public administration (Gov) plans and those of certified managed service providers (MSP). Any deviating arrangements require express provision in the main contract.
(1) Support is provided in writing only. The provider makes exactly two channels available to the customer for reporting system faults and technical enquiries:
(2) Telephone support is not offered – neither depending on the plan nor as a chargeable extra. This is a deliberate decision: it keeps operating costs low and ensures that every support case is documented traceably.
(3) The provider's regular service hours are:
On receipt, the provider classifies incoming fault reports into one of two fault classes, based on the impact on the customer's business operations:
(1) Maintenance and updates: The provider maintains the software on an ongoing basis and regularly provides updates containing fixes and improvements through the application's update service. No claim to a particular feature or a particular release date arises from this.
(2) Security updates: The provider handles vulnerabilities in the software and provides security updates free of charge until 31 December 2032 inclusive. This commitment is binding and applies irrespective of paragraph 4. It fulfils Article 13(8) of Regulation (EU) 2024/2847 (Cyber Resilience Act); the further information under Annex II of that regulation is available at Product security.
(3) The response time denotes the period between receipt of a qualified fault report (§ 5) and the provider's first qualified reply. It is not a resolution time.
(4) As standard, the provider gives no fixed response times. Reports are handled within the service hours under § 2 on a best-effort basis and in order of urgency; critical reports under § 3 take precedence. The provider is a sole proprietorship and does not maintain an on-call service. Longer absences are announced to customers in advance.
(5) Fixed response times can be agreed separately and for a fee in the main contract. Only such an agreement creates deadlines. They run exclusively within the service hours defined in § 2; if a report arrives outside them, the deadline starts with the beginning of the next service period. Working days are Monday to Friday, excluding the days named in § 2.
(1) The customer is obliged to word fault reports as precisely as possible. A qualified fault report comprises at least:
(2) MSPs are obliged to provide first-level support (end-customer support) themselves. The provider accepts tickets from the MSP solely within second and third-level support, where the MSP cannot resolve the fault itself.
Services of the provider caused by the following circumstances are not covered by the agreed remuneration and are billed by time and effort according to the hourly rate list in force:
→ General terms and conditions
Note: this SLA describes the services planned as of pilot operation and must be reviewed legally before binding use. The specific address of the ticket system is supplied with the licence.