The conclusion of a service contract represents a framework agreement for the provision of services. This means that service requests and their processing are carried out on a precisely defined legal basis. From a compliance perspective, this is actually an almost indispensable measure.
The service contract regulates the details:
- Response times and service level
- Who from the customer's company is generally authorized to report?
- The threshold value up to which orders may be placed or accepted under the contract or from when an official quotation process begins
- Official access to telephone and ticket support
- Individual conditions for the use of services under this contract
Customers who currently use support services without a service contract must be aware that
- the support provided is or can be invoiced according to the valid price list
Important note: A corresponding changeover will take place in the next few weeks - bartolome röder AG is not subject to any obligations regarding response time or start of work
- the use of telephone or electronic access to support is only tolerated
- Customers with a support contract always have priority
