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11.2 The following reaction and recovery times apply in the event of unavailability and/or in the event of material defects with regard to the SOFTWARE, taking into account the following error classification:
Error classification "critical": | The use of the SOFTWARE is impossible or severely restricted. |
Error classification "non-critical": | Problems, other than impossible or very severely restricted use, with the SOFTWARE. |
The response time is the time span between receipt of the support request via ticket system (cf. 11.3) until vis.dev reacts to the support request.
Reaction time in case of error classification "critical": | 24 hours |
Reaction time in case of error classification "non-critical": | 10 working days (German time) |
The recovery time is the time span between receipt of the support request via ticket system (cf. section 11.3) at vis.dev until the provision of a solution, which may also be in the form of a problem bypass (see section 11.3) solution, which can also be in the form of a workaround.
Recovery time in case of error classification "critical": | 5 working days (German time) |
Recovery time in case of error classification "non-critical": | 40 working days (German time) |
If the use of the SOFTWARE is severely restricted, the remaining usability of the SOFTWARE may also be interrupted outside the maintenance times for the purpose of error correction by vis.dev.
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13.8 Liability under the Product Liability Act remains unaffected.
14.
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Termination of the Contract, Termination of the Tenancy Agreement
14.1 The rental relationship shall commence upon conclusion of the contract in accordance with clause 3.2 of these GTCs and has a term of one month. The contract may be terminated at any time. The termination has the consequence that the SOFTWARE is no longer usable for the customer. This does not change the obligation to pay the rent for the booked term; there is no pro rata reimbursement of the rent paid. If the contract is not terminated, the term of the contract shall be automatically extended, in any case by a further month.
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