{"id":3431,"date":"2022-10-14T17:28:52","date_gmt":"2022-10-14T15:28:52","guid":{"rendered":"https:\/\/www.scaleup.cloud\/?page_id=3431"},"modified":"2025-10-07T11:32:30","modified_gmt":"2025-10-07T09:32:30","slug":"sla","status":"publish","type":"page","link":"https:\/\/www.scaleuptech.com\/en\/sla\/","title":{"rendered":"Service Level Agreement (SLA)"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"3431\" class=\"elementor elementor-3431\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-261177e0 e-flex e-con-boxed e-con e-parent\" data-id=\"261177e0\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;background_motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;background_motion_fx_scale_effect&quot;:&quot;yes&quot;,&quot;background_motion_fx_scale_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:2,&quot;sizes&quot;:[]},&quot;background_motion_fx_scale_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:10,&quot;end&quot;:95}},&quot;background_motion_fx_range&quot;:&quot;viewport&quot;,&quot;background_motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;],&quot;background_motion_fx_scale_direction&quot;:&quot;out-in&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1860a7eb e-flex e-con-boxed e-con e-child\" data-id=\"1860a7eb\" data-element_type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-25d24a07 elementor-widget elementor-widget-elementskit-heading\" data-id=\"25d24a07\" data-element_type=\"widget\" data-widget_type=\"elementskit-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" ><div class=\"ekit-heading elementskit-section-title-wraper text_center   ekit_heading_tablet-   ekit_heading_mobile-\"><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ac0a15b e-flex e-con-boxed e-con e-parent\" data-id=\"ac0a15b\" data-element_type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8e31699 e-con-full e-flex e-con e-child\" data-id=\"8e31699\" data-element_type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t<div class=\"elementor-element elementor-element-65cd779 e-flex e-con-boxed e-con e-child\" data-id=\"65cd779\" data-element_type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-75967b4 elementor-widget elementor-widget-heading\" data-id=\"75967b4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Download<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-188dabb elementor-mobile-align-center elementor-align-justify elementor-widget elementor-widget-button\" data-id=\"188dabb\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.scaleuptech.com\/wp-content\/uploads\/2022\/10\/tos_sla_de_v20161114.pdf\" target=\"_blank\" rel=\"nofollow\" download=\"tos_gtc_de_v20161114\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-download\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">SLA<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-35d6333 e-con-full e-flex e-con e-child\" data-id=\"35d6333\" data-element_type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-82afeaf elementor-widget elementor-widget-text-editor\" data-id=\"82afeaf\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><em>These service level agreements (SLA) have been in place since the<\/em><em>\u00a001.01.2017 valid.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cee11ef elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"cee11ef\" data-element_type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;icon icon-chevron-right&quot;,&quot;library&quot;:&quot;ekiticons&quot;,&quot;rendered_tag&quot;:&quot;&lt;i class=\\&quot;icon icon-chevron-right\\&quot;&gt;&lt;\\\/i&gt;&quot;},&quot;headings_by_tags&quot;:[&quot;h2&quot;,&quot;h3&quot;],&quot;no_headings_message&quot;:&quot;Es wurden keine \\u00dcberschriften auf dieser Seite gefunden.&quot;,&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tContent\t\t\t<\/h4>\n\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__cee11ef\" aria-expanded=\"true\" aria-label=\"Open table of contents\" data-no-translation-aria-label=\"\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__cee11ef\" aria-expanded=\"true\" aria-label=\"Close table of contents\" data-no-translation-aria-label=\"\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-up\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t<div id=\"elementor-toc__cee11ef\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewbox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-914cadb elementor-widget elementor-widget-heading\" data-id=\"914cadb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. subject matter of the contract<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a677223 elementor-widget elementor-widget-text-editor\" data-id=\"a677223\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>ScaleUp Technologies GmbH &amp; Co. KG (hereinafter referred to as ScaleUp) provides its services according to this Service Level Agreement (hereinafter referred to as SLA). If a service level is not fulfilled, ScaleUp grants the customer a credit according to the following conditions. The Service Levels are offered to the customer free of charge and do not represent a guarantee in the sense of \u00a7443 BGB (German Civil Code) nor an extension of the legal claims for breach of duty to which the customer is entitled. The regulations made here are part of the contract and apply in addition to the General Terms and Conditions of ScaleUp.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-440d08c elementor-widget elementor-widget-heading\" data-id=\"440d08c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. IP traffic<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b6d9d0 elementor-widget elementor-widget-text-editor\" data-id=\"8b6d9d0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The availability of IP traffic performance for the main connection (uplink port) is 99.9% on a monthly average. If a backup connection (backup uplink port) is also available, the availability is 99.966% as a monthly average.<\/p><p>IP traffic performance is considered unavailable if the primary port and the provisioned backup port, if any, cannot send or receive IP traffic.<\/p><p>In the event of IP traffic unavailability due to reasons other than the customer's act or omission, the customer shall receive a credit for the monthly connection charge for the IP traffic service affected. The amount of the credit shall be calculated on the basis of the total duration of the non-availability in the billing month in question:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac1a7ed elementor-widget elementor-widget-heading\" data-id=\"ac1a7ed\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">If a main connection (uplink port) is available:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ed6203 ha-row-alignment-center data-table ha-column-alignment-left ha-column-icon-right ha-row-icon-right ha-data-table-responsive-scroll-no elementor-widget elementor-widget-ha-data-table happy-addon ha-data-table\" data-id=\"2ed6203\" data-element_type=\"widget\" data-widget_type=\"ha-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<table class=\"ha-table\">\n\t\t\t<thead class=\"ha-table__head\">\n\t\t\t\t<tr class=\"ha-table__head-column\">\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-aec2639\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Total duration of unavailability (hh:mm:ss)<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-0115c70\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Amount of the credit note<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t<\/thead>\n\n\t\t\t<tbody class=\"ha-table__body\">\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-f7ca1d4\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t00:00:01-00:45:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-c8cc4aa\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t0%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-e59e1c8\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t00:45:01-04:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-2ae8e9a\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t10%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-0986329\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t04:00:01-08:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-c218814\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t20%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-8d7a89c\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t08:00:01-12:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-32b2a42\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t30%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-7b55841\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t12:00:01-16:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-bd97692\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t40%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-b015db8\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t16:00:01-24:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-e41aaf3\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t50%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-85f944a\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t&gt; 24:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-0c858c7\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t100%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t<\/tbody>\n\t\t<\/table>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d902c69 elementor-widget elementor-widget-heading\" data-id=\"d902c69\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">If a backup port (backup uplink port) is also available:\n\n<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f2bda3e ha-row-alignment-center data-table ha-column-alignment-left ha-column-icon-right ha-row-icon-right ha-data-table-responsive-scroll-no elementor-widget elementor-widget-ha-data-table happy-addon ha-data-table\" data-id=\"f2bda3e\" data-element_type=\"widget\" data-widget_type=\"ha-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<table class=\"ha-table\">\n\t\t\t<thead class=\"ha-table__head\">\n\t\t\t\t<tr class=\"ha-table__head-column\">\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-aec2639\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Total duration of unavailability (hh:mm:ss)<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-0115c70\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Amount of the credit note<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t<\/thead>\n\n\t\t\t<tbody class=\"ha-table__body\">\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-f7ca1d4\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t00:00:01-00:15:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-c8cc4aa\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t0%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-e59e1c8\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t00:15:01-01:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-2ae8e9a\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t10%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-0986329\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t01:00:01-02:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-c218814\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t20%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-8d7a89c\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t02:00:01-03:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-32b2a42\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t30%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-7b55841\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t03:00:01-04:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-bd97692\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t40%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-b015db8\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t04:00:01-05:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-e41aaf3\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t50%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-85f944a\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t&gt; 05:00:00\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-0c858c7\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t100%\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t<\/tbody>\n\t\t<\/table>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bd62ed5 elementor-widget elementor-widget-heading\" data-id=\"bd62ed5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. colocation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d790fba elementor-widget elementor-widget-heading\" data-id=\"d790fba\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3.1 Air conditioning<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c141a95 elementor-widget elementor-widget-text-editor\" data-id=\"c141a95\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The availability of the air conditioning provided for the colocation space is 99.99% on a monthly average.<\/p><p>The colocation space is equipped with an underfloor air conditioning system designed for typical computer room applications. Cooling capacity is 750 watts per square foot, or 1,500 watts per 1\/1 19\" rack, unless otherwise agreed. ScaleUp will ensure that the relative humidity in the area of the colocation space designated to house telecommunications equipment is 50% (+\/- 20% points), and that the temperature in this area does not exceed 28\u00b0C. Air conditioning shall be deemed available if the agreed limits are met.<\/p><p>The customer is responsible for balancing hotspots where the air conditioning requirements of the customer's facilities are greater than the agreed performance by appropriately equipping the colocation space.<\/p><p>Air conditioning is provided only if the agreed maximum reference values of the heat load are not exceeded and the outside temperature does not exceed 35\u00b0C. Times when the outside temperature exceeds 35\u00b0C are considered extraordinary operation. The Customer acknowledges that the air conditioning may be subject to restrictions during extraordinary operation, which shall not give rise to any claims under this SLA.<\/p><p>In the event of non-compliance due to reasons other than Customer's act or omission, Customer shall receive a credit for the affected colocation service in an amount equal to the pro rata charge for the duration of the non-compliance, but not less than the charge for one calendar day.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-735104c elementor-widget elementor-widget-heading\" data-id=\"735104c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3.2 Power supply<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-658a21a elementor-widget elementor-widget-text-editor\" data-id=\"658a21a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The availability of the power supply provided for the colocation space is 99.99% on a monthly average.<\/p><p>ScaleUp will provide the customer with the agreed upon grid connection power (NAL) plus 50% cooling power to supply its colocation space. The NAL of the colocation space allows for a power consumption of 750 watts per square meter, or 1,500 watts per 1\/1 19\" rack, unless otherwise agreed in the order.<\/p><p>In the event of a power outage due to reasons other than Customer's act or omission, Customer will receive a credit for the affected colocation service equal to the pro-rata charge for the duration of the noncompliance, but not less than the charge for one calendar day.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d6567d0 elementor-widget elementor-widget-heading\" data-id=\"d6567d0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. repair of rented hardware\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-60fe4da elementor-widget elementor-widget-heading\" data-id=\"60fe4da\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4.1 Spare parts and repair\n\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7228c79 elementor-widget elementor-widget-text-editor\" data-id=\"7228c79\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In case of a hardware defect reported by the customer and confirmed after inspection by ScaleUp on a hardware rented from ScaleUp, ScaleUp will provide necessary spare parts without charge for the customer and will carry out the hardware repair.<\/p><p>The customer is responsible for restoring software and data from a customer-owned data backup.<\/p><p>If the hardware diagnosis shows that there is no hardware defect, the incurred effort will be charged as Remote Hands service, plus - if applicable - the costs of procured spare parts.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b97d31b elementor-widget elementor-widget-heading\" data-id=\"b97d31b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4.2 Repair of standard hardware<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-195af16 elementor-widget elementor-widget-text-editor\" data-id=\"195af16\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The repair of rented hardware marked \"Standard\" in the order or Dedicated Server S\/M\/L will be completed by ScaleUp within 6 hours after receipt of a telephone fault report from the customer. In case of non-compliance, the basic fee for the affected device will be waived in the calendar month.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07e92d4 elementor-widget elementor-widget-heading\" data-id=\"07e92d4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4.3 Repair of customized hardware\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-01dbdfb elementor-widget elementor-widget-text-editor\" data-id=\"01dbdfb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>For rented hardware that does not fall under standard hardware as above or that is marked \"Customized\", typically required spare parts are kept in sufficient quantities, but there is no guaranteed spare parts stocking by ScaleUp.<\/p><p>Device repair may be dependent on spare parts delivery times from the manufacturer. It is strongly recommended to a) operate redundant devices and\/or b) purchase a spare parts\/repair service contract with guaranteed response times for the respective customer-specific hardware from ScaleUp.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8df5e3e elementor-widget elementor-widget-heading\" data-id=\"8df5e3e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5. cloud hosting \/ web hosting<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba633ef elementor-widget elementor-widget-text-editor\" data-id=\"ba633ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The availability of Cloud Hosting \/ Web Hosting is 99.9% on a monthly average.<\/p><p>The availability in the monthly average does not apply to the customer's own virtual server or software, but explicitly to the availability of the hosting server pool operated by ScaleUp.<\/p><p>If the monthly average of ScaleUp cannot be met, the use of the affected service will be free of charge in the respective month if the complaint by the customer is justified.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9587678 elementor-widget elementor-widget-heading\" data-id=\"9587678\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6. technical support \/ remote hands<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73cf315 elementor-widget elementor-widget-heading\" data-id=\"73cf315\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">6.1 Accessibility\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e393c0 elementor-widget elementor-widget-text-editor\" data-id=\"1e393c0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>ScaleUp technical support is available to customers by phone 24 hours a day, 7 days a week. Support requests by e-mail or via MyScaleUp are handled on working days (Monday - Friday), in the period from 09:00 to 18:00 local time at the place of work.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b96b74 elementor-widget elementor-widget-heading\" data-id=\"1b96b74\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">6.2 Free support<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68e2873 elementor-widget elementor-widget-text-editor\" data-id=\"68e2873\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Support on working days (Monday - Friday), in the period from 09:00 to 18:00 local time at the place of work, if it does not include remote hands service, is free of charge for the customer. Outside the aforementioned period, as well as on Saturdays, Sundays, holidays, the processing of technical support requests is charged as Remote Hands service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be9d982 elementor-widget elementor-widget-heading\" data-id=\"be9d982\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">6.3 Response times<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e604dea elementor-widget elementor-widget-text-editor\" data-id=\"e604dea\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Response time is the time between when ScaleUp Technical Support acknowledges receipt of the support request or remote hands order, with all information requested by ScaleUp, to when it is first addressed by a ScaleUp representative.<\/p><p>If ScaleUp does not comply with the response time agreed under 6.4 (Assignment of Priorities), the Customer will receive a credit in the amount of a fee that would be payable for 60 minutes of Remote Hands service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a314e1f elementor-widget elementor-widget-heading\" data-id=\"a314e1f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">6.4 Assignment of priorities<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18353ab elementor-widget elementor-widget-text-editor\" data-id=\"18353ab\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Support requests and Remote Hands orders are assigned a priority by ScaleUp based on information provided by the customer. The choice of priority depends on the impact of the disruption on the customer's business to which the support request or remote hands job relates. The assigned priority may be adjusted after evaluation by ScaleUp.<\/p><p>The response time and processing shall be in accordance with the following regulations:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d63dbb9 ha-column-alignment-center ha-row-alignment-center ha-column-icon-right ha-row-icon-right ha-data-table-responsive-scroll-no elementor-widget elementor-widget-ha-data-table happy-addon ha-data-table\" data-id=\"d63dbb9\" data-element_type=\"widget\" data-widget_type=\"ha-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n\t\t<table class=\"ha-table\">\n\t\t\t<thead class=\"ha-table__head\">\n\t\t\t\t<tr class=\"ha-table__head-column\">\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-d332f50\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Impact on business operations<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t\t\t<th class=\"ha-table__head-column-cell elementor-repeater-item-d55aa7a\" colspan=\"2\">\n\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"ha-table__head-column-cell-text\">Response time<\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/th>\n\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t<\/thead>\n\n\t\t\t<tbody class=\"ha-table__body\">\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-1b99ee0\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-193c43b\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tDuring business hours*\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-721edce\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\tOutside business hours and on Saturdays, Sundays and public holidays**.\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-f3579b1\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Business operations interrupted \/ total failure<\/b><\/br>Total failure of productive systems \/ services. Support requests and remote hands orders for the highest available prioritization are only accepted if reported by telephone. This prioritization takes place when business operations are interrupted because the customer's productive systems\/services have completely failed and\/or data loss\/data corruption has occurred. Use by end users is no longer possible or only possible with considerable restrictions. Processing is carried out with the utmost urgency.\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-b53b104\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t60 minutes**\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-df1e973\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t120 minutes\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-65f6295\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Disruption with severe impairment of business operations<\/b><\/br>Limited system\/service functionality. This prioritization takes place when business operations are severely impaired because the systems\/services used by the customer are working with greatly reduced performance. Individual functions are not available or only available to a limited extent. However, operations are not completely interrupted.\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-5aab43e\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t120 minutes\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-9fd9054\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t240 minutes\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-7e3f529\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>Disruption with minor impairment of business operations<\/b><\/br>Limited system\/service functionality. This prioritization takes place when business operations are impaired to a minor extent because the systems\/services used by the customer operate with reduced performance and\/or show error messages that may affect operations if they are not rectified.\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-48196d3\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t480 minutes\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-3fb17a1\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t24 hours\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t\t\t<tr class=\"ha-table__body-row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-68dea21\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t<b>No impairment of business operations<\/b><\/br>This prioritization is for questions\/orders regarding product\/service usage, configuration adjustments and\/or other service requests. There are no faults.\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-9485992\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t48 hours\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<td class=\"ha-table__body-row-cell elementor-repeater-item-698f6cb\">\n\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-wrap\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"ha-table__body-row-cell-text\">\n\t\t\t\t\t\t\t\t\t\t\t72 hours\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t\t\t\t\t<\/tbody>\n\t\t<\/table>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9e27ca8 elementor-widget elementor-widget-text-editor\" data-id=\"9e27ca8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>* Working days (Mon.-Fri.), from 09:00 to 18:00 localTime at the place of work.<br \/>** <strong>only with telephone message<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c30bb2 elementor-widget elementor-widget-heading\" data-id=\"2c30bb2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7. assertion of claims<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-132b1c3 elementor-widget elementor-widget-text-editor\" data-id=\"132b1c3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The client must notify ScaleUp in writing of non-compliance with a service level within five calendar days after the end of the month in which the non-compliance occurred. If a complaint is made by the customer, the justification will be examined by ScaleUp. Only the SLA monitoring records of ScaleUp are authoritative in this regard. In case of demonstrable non-compliance with the SLA, ScaleUp will arrange for a refund according to the provisions for the affected service. The total amount of credits issued to the customer based on the SLA is limited to the sum of one monthly fee for the affected service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66092ab elementor-widget elementor-widget-heading\" data-id=\"66092ab\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">8. disruptions to third parties and planned interruptions\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99b43ec elementor-widget elementor-widget-text-editor\" data-id=\"99b43ec\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Disruptions that have their cause outside ScaleUp's sphere of influence, in particular disruptions at other network operators and IP traffic handover points controlled by third parties, disruptions of third party facilities or power supply services or line cuttings of third parties, are not ScaleUp's responsibility and therefore do not justify any claims based on the SLA. The same applies to planned interruptions of the service, e.g. within the scope of maintenance work.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5c25bf elementor-widget elementor-widget-heading\" data-id=\"e5c25bf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">9. final provisions\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f71b2c0 elementor-widget elementor-widget-text-editor\" data-id=\"f71b2c0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"theme-content false\"><p>ScaleUp is entitled to change or amend the present SLA at any time. Changes will be communicated to the customer by mail or by e-mail. If the customer does not object in writing within six weeks after receipt of the change notification, the changes are considered approved and also become effective for already existing contractual relationships.<\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30b3a22 elementor-widget elementor-widget-spacer\" data-id=\"30b3a22\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Download SLA These Service Level Agreements (SLA) have been valid since 01.01.2017. Content 1 Subject matter of the contract ScaleUp Technologies GmbH &amp; Co. KG (hereinafter referred to as ScaleUp) provides its services in accordance with this Service Level Agreement [...]<\/p>","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3431","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.scaleuptech.com\/en\/wp-json\/wp\/v2\/pages\/3431","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.scaleuptech.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.scaleuptech.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.scaleuptech.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.scaleuptech.com\/en\/wp-json\/wp\/v2\/comments?post=3431"}],"version-history":[{"count":0,"href":"https:\/\/www.scaleuptech.com\/en\/wp-json\/wp\/v2\/pages\/3431\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.scaleuptech.com\/en\/wp-json\/wp\/v2\/media?parent=3431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}