Support & Service Level

Support

Eligibility

Customers, who have an active subscription of RADIUSaaS are eligible for our support services. The support is included in the subscription fee of RADIUSaaS.

Scope

Our support services cover technical assistance for administrators:

• Technical questions about features of RADIUSaaS

• Support for incidents regarding RADIUSaaS

Access

You can access our support in the tab "Help" on our main product web-site (https://www.radius-as-a-service.com/).

Using the support website will generate a ticket in our ticket system, which will be the basis for the support process. Communication will happen in written form via e-mail or web-interface of our ticket-system. Depending on the support case, our support-engineers may decide to offer Microsoft Teams meetings to work on issues together with customers.

Alternatively, raise a support ticket by clicking on the help button in your RADIUSaaS portal.

Language

Our engineers are happy to support you in these languages:

• English

• German

Support hours

• Monday-Friday

• 08:00-18:00 CET / CEST

• Except from public holidays for Hesse / Germany, Christmas Eve and New Year's Eve

Support response time

Typical < 4 hours for incidents

Response time is defined as the duration between the report of the incident and the start of incident or problem handling through one of our support engineers. The response time is to be calculated within the support hours.

Service level

Services in scope

The services in scope for the service level are:

• RADIUSaaS

• SCEPman SaaS

Service hours

Our service is operated 24x7

Service availability

The service availability goal is 99,5%. It is calculated by using the following formula:

service availability = (service period - downtime) / service period

where

• Service period is the corresponding calendar month and

• Downtime is the accumulated amount of time where the service is unavailable. The service is considered unavailable, when there is no connectivity between the service and the internet.

Service outages must be reported by customers to our support as soon as possible and at the latest within 24 hours after occurrence.

In the event of a reported service outage, affected customers are entitled to apply within one week for the following credits for the affected calendar month:

• service availability < 99.5% => 10%

• service availability < 99.0% => 25%

Data loss

Scope

This section applies to all services operated by glueckkanja on behalf of the customer, including RADIUSaaS and SCEPman SaaS.

Risk of data loss

Despite careful operation and maintenance of our services, the possibility of customer data loss cannot be fully excluded. This includes, but is not limited to, the potential loss of the private key of the Certificate Authority (CA) managed by glueckkanja as part of the SCEPman SaaS service.

Compensation for data loss

Customers affected by the loss of the CA private key are entitled to apply within one week after occurrence of the loss for a credit of six (6) months of their subscription.

Beyond the credit described above, glueckkanja accepts no further liability and is under no obligation to pay any additional compensation for damages arising from data loss. This exclusion applies to all forms of damage, including but not limited to:

• Loss of business or revenue

• Operational disruption or downtime

• Cost of rebuilding the PKI environment and redistributing certificates

• Indirect, incidental, or consequential damages of any kind

Credits

Credits are appended as additional free months as an extension to the current subscription term.