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Service hours and Service-Level Agreements (SLA) of the MATE Development GmbH

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Service hours

(according to the General Terms and Conditions of Business item 8 "Service and Support Services", paragraph 2)

The customer can report a service case to the licenser via an integrated reporting function within the software. If for any reason the reporting function within the software is not functional, the licensee can report the service case to the licenser by e-mail to support@mateforevents.com or by telephone under +49 30 994045277 during the service hours on weekdays (Berlin), monday to friday between 09:00 a.m. and 06:00 p.m. ("service hours").

Service-Level Agreements (SLA)

1st Response support request (support ticket)

If a written request is sent to the support team by e-mail, we undertake to contact the requesting customer by e-mail or telephone (response) within 4 hours (after successful delivery of the request). These regulations apply exclusively within the fixed service hours: weekdays (Berlin), monday to friday between 09:00 a.m. and 06:00 p.m.

Deficiencies / Errors / Disruptions

The following times apply to the reaction and the successful elimination or at least the successful circumvention of deficiencies/errors/disruptions, calculated for a working time weekdays (Berlin), monday to friday between 09:00 a.m. and 06:00 p.m.and calculated from the receipt of the notification. For deficiencies/errors/disruptions of category A, the stated working hours also apply on saturdays.

Defect-/fault-category

Response time

Recovery time

Category A

  • Total failure (the software cannot be used for more than 10 minutes)
  • Serious malfunction (the software can only be used for more than 10 minutes with severe limitations)

1 hour

4 hours

Category B

  • Limited usability (parts of the software are usable for more than 10 minutes to a limited extent)

3 hours

8 hours

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