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Our General Terms and Conditions

Below we inform you about our general terms and conditions for the use of our SaaS services as of November 3, 2018:

Section 1 Scope of Application

Section 2 Subject Matter of Contract

Section 3 Nature and Scope of the Service

Section 4 Registration, Conclusion of the Contract

Section 5 Availability of the Services and the Software

Section 6 Backup, Data Backup, and Data Processing Rights

Section 7 Support

Section 8 Remuneration

Section 9 Customer’s Obligation to Cooperate

Section 10 Granting of Rights of Use

Section 11 Warranty and Liability for the Use of Free Services

Section 12 Warranty and Liability for the Use of Fee-Based Services

Section 13 Customer Data and Indemnification from Third-Party Claims

Section 14 Term and Notice of Termination

Section 15 Secrecy and Confidentiality

Section 16 Data Privacy

Section 17 Changes of the GTC

Section 18 Final Provisions

Annex I: Service Description and Price List

We offer the following SaaS services:

Annex II: Service Level Agreement (SLA)

We offer SLAs for the following services:

  • GitLab Runner with 98% service availability

We have set ourselves the goal of offering you an uninterrupted service as far as economically feasible and do not want to fall short of the service availability described above, with the exception of the following causes:

  • Planned and announced maintenance windows from us or our cloud providers

  • Events of force majeure beyond our control

  • Error in third-party software on which our Software as a Service service is based

Should we fail to comply with the service availability, you are entitled to request a refund. The amount of the service reimbursement will be based on the actual service availability per month and will be divided into the following categories:

  • Service availability per month equal to or greater than 96% but less than 98%: 10% service refund

  • Service availability per month less than 96%: 50% service refund

The application must be submitted at the latest in the month following the service failure and must be addressed to The request must include the downtime (date and time) and the service in question.

Annex III: Support (Incident Management)

The support levels described below are optional and apply to any service booked by the Customer. At present, we offer the following support levels:

  • Standard
    Service: Response during business hours; response time within 2 working days
    Price: upon request to

Support requests shall be directed to
Business hours are from 9 am to 6 pm on working days. Working days are Monday to Friday except for public holidays in the federal state of Baden-Württemberg.