Service Description for Managed Packages

As of: 14 September 2026

This English version is provided for convenience. Only the German version is legally binding.

This service description applies to the Managed Packages of gh0stservice GmbH. It supplements the GTC and takes precedence over them in the event of conflicts. Managed Packages are offered exclusively to businesses within the meaning of § 14 BGB (German Civil Code). All prices are net plus statutory VAT.

1. Definitions

• Business hours: Monday to Friday, 9:00 – 17:00 (Europe/Berlin), excluding public holidays in North Rhine-Westphalia as well as 24 and 31 December.
• Business hour: one hour within business hours. Business day: a day with business hours.
• Response time: the period between receipt of an incident report or an alert and the first qualified response from a human with an assessment and the next step. The response time is not a resolution time.
• Managed application: the application designated in the quotation, in the configuration described there.

Incident classes:

2. Services included in all packages

1. Operation of the managed application on gh0stcloud in data centres in Germany.
2. Automated monitoring around the clock. The platform resolves many faults itself, for example by restarting or relocating failed components. Humans respond during business hours in accordance with the response times in this document.
3. Installation of security updates and of updates within the major version.
4. Data backup and restoration in accordance with clause 3.
5. A dedicated contact person for the managed application.

3. Packages

We assess applications consisting of multiple components, for example ERP systems or learning platforms, individually and state the price before the contract is concluded.

The maximum data loss in the event of an incident corresponds to the interval between two backups, i.e. up to 24 hours.

4. Availability target

1. Availability is the proportion of minutes in a calendar month during which the public endpoint of the managed application is reachable and responds without errors according to our monitoring.
2. The following do not count as unavailability: announced maintenance windows (clause 5), incidents caused by the Customer or by third parties commissioned by the Customer, outages beyond our control, in particular large-scale disruptions at the data centre operator or in upstream networks, and force majeure.
3. The availability target is a target value, not a guarantee. If it is not met, you receive a report stating the cause and the measures taken, without having to request it for Managed Business and on request for Managed Basis. Further rights under the GTC remain unaffected.

5. Maintenance

1. We announce plannable maintenance involving an interruption by email at least 5 business days in advance. It preferably takes place outside business hours and lasts no more than 4 hours in total per calendar month.
2. We may install urgent security updates without prior notice if postponing them would endanger security. We inform you afterwards.

6. Cover and escalation

1. Falk Hähner is responsible for operations. If he cannot be reached, Linus Stiehm takes over.
2. If neither can be reached, monitoring and automatic fault remediation continue to run. To meet the response times, we may call in an experienced external operations specialist. That specialist receives access to personal data only with your consent under clause 5.3 of the Data Processing Agreement (DPA). You may also give this consent in advance for incidents.

7. Not included

• user support for end users of the managed application
• configuration changes, integrations and customisations beyond the included changes
• development of custom extensions, plugins or code
• restoration of data that the Customer has deleted or modified itself, beyond the existing backups
• for Managed Basis, upgrades to new major versions
• costs for compute, storage and data transfer; these are charged additionally in accordance with the price list

8. Additional services

We charge work outside a package at EUR 120.00 net per hour within business hours, billed in 15-minute increments. We perform work outside business hours only by prior agreement. We offer migrations in advance at a fixed price.

9. Customer cooperation

• appointment of a contact person who can be reached for questions and approvals
• provision of the access and information required for setup and migration
• reporting of incidents via the agreed contact channels with a comprehensible description
• approval of planned upgrades within a reasonable period

Delays resulting from a lack of cooperation extend the periods in this service description accordingly.

10. Term

Managed Packages have a minimum term of three months. Thereafter they may be terminated with one month's notice to the end of a month. Clause 12 of the GTC applies to switching providers and data transfer.