Customer workspaces of Maintastic CMMS are hosted on Cloud infrastructure provided by Microsoft Azure. The default location is “West Europe”, Netherlands. On request, the servers can be hosted on customer’s infrastructure (known as On-Premise Installation).
Maintastic shall use commercially reasonable efforts to ensure an average monthly availability of the Software of > 99.0% (“Availability”). Availability is calculated monthly and defined as access to core functionalities: Availability (%) = (Total time – Downtime) / Total time × 100
“Downtime” means a complete inability to access the Software or critical degradation (P1 incidents). Downtime excludes:
Availability commitments apply only to Cloud-hosted environments and applications operated by Maintastic; for on-premise installations, the Customer is solely responsible for system availability.
If Availability falls below the agreed level in a given month, the Customer shall be entitled to service credits as follows:
Service Credits shall be calculated based on the monthly subscription fee for the affected service, prorated where the subscription is billed on a non-monthly basis. Total service credits in a given month shall not exceed 20% of the monthly subscription fee. Service credits shall constitute the Customer’s sole and exclusive remedy for any failure to meet the agreed Availability levels. Service Credits shall be applied as a credit against future invoices for the affected service and shall not be paid out in cash. Any further claims, in particular claims for damages, are excluded to the extent permitted by applicable law.
Maintastic provides the following support services:
Response time refers to the time until initial response and does not guarantee resolution within a specific timeframe. All response and resolution target times are measured during Maintastic’s business hours (CET/CEST).
Maintastic shall use commercially reasonable efforts to resolve incidents. Incidents are classified as follows with corresponding Resolution Targets. Resolution Targets are indicative service objectives only and do not constitute guaranteed resolution times or legally binding commitments.
The initial classification of incidents shall be determined by Maintastic in good faith based on the definitions set out in this SLA. The Customer may reasonably request a reclassification of an incident by providing additional relevant information. Maintastic shall review such request in good faith; however, the final classification of the incident shall remain at Maintastic’s reasonable discretion.
Maintastic may, at its reasonable discretion and depending on the severity, complexity, and operational impact of an incident, offer remote troubleshooting or test sessions with the Customer to support analysis and resolution activities.
Resolution targets for incidents are operational service objectives only. Unless explicitly stated otherwise, failures to meet resolution targets for P2, P3, or P4 incidents do not entitle the Customer to service credits, refunds, or other compensation.
To receive service credits, the Customer must submit a written claim within 30 days after the end of the month in which the Availability fell below the agreed level. The claim must include sufficient details to allow Maintastic to verify the alleged downtime, including timestamps, affected services, and supporting information.
All claims are subject to verification by Maintastic. Maintastic’s system logs and monitoring data shall be the primary basis for determining Availability and Downtime. Maintastic’s logs and monitoring data are authoritative.
Maintastic shall review the claim in good faith and notify the Customer of the outcome within 15 business days. Service credits will only be granted if Maintastic confirms that the applicable service level has not been met.
No service credits shall be granted for any downtime resulting from causes excluded under this SLA, including issues attributable to the Customer’s systems, network, configurations, or misuse of the Software.
Maintastic operates the cloud-hosted platform using continuous delivery, regular updates, deployments, security patches, and ongoing operational improvements. The Customer acknowledges that updates, fixes, usability improvements, technical modifications, and security measures are an integral part of the Maintastic cloud service.
Minor service interruptions or temporary degradations resulting from such activities shall not be considered Downtime. Planned maintenance expected to cause material interruption of core functionalities may be announced in advance where reasonably practicable.
Availability commitments, support obligations, and security updates under this SLA apply solely to officially supported productive software versions operated by Maintastic.
Maintastic does not provide long-term support (LTS) versions.
Customers using outdated, unsupported, customer-delayed, or customer-blocked versions may be excluded from availability commitments, support obligations, incident resolution targets, compatibility guarantees, and security updates.
Unless explicitly agreed otherwise in writing, Maintastic cloud services are operated under a centrally managed update and release process determined by Maintastic.
Customers are not entitled to permanently delay, reject, or block productive updates, patches, maintenance releases, or security fixes. Maintastic may determine rollout timing, deployment sequencing, and release strategy at its reasonable discretion.
Maintastic shall not be responsible for delays, deployment restrictions, or service limitations resulting from missing customer cooperation, expired certificates, app store restrictions, or third-party platform approval processes.
Availability commitments and incident resolution obligations shall be suspended to the extent affected by such customer-controlled dependencies.
Maintastic performs regular backups as follows:
Maintastic performs backups as part of its operational resilience measures. While Maintastic uses commercially reasonable efforts to maintain recoverable backup copies, Maintastic does not warrant that data restoration will always be fully successful in every individual case, particularly in the event of severe infrastructure failures, corruption events, or force majeure circumstances. Data backups are valid for cloud hosting through Maintastic; the customer is responsible for backups of on-premise setups.
Unless explicitly agreed otherwise, customer data will generally remain available for up to four (4) weeks after termination or expiration of the contractual relationship.
Customers are solely responsible for exporting or securing their data prior to contract termination. Upon request, Maintastic may provide paid data export or data migration services subject to separate agreement and remuneration.
Where Maintastic provides White Label applications, the Customer acts as the publisher, distributor, and operator of such applications under the Customer’s own name, brand, developer account, and organizational identity.
The Customer warrants that all branding materials, trademarks, logos, screenshots, texts, and other customer-provided content used within White Label applications may lawfully be used and distributed for the agreed purpose.
The Customer shall indemnify and hold harmless Maintastic against third-party claims arising from customer-provided branding materials, trademarks, content, or legal violations attributable to such customer-provided materials.
The Customer remains solely responsible for:
Customers remain solely responsible for all actions performed using their developer accounts, certificates, or publishing credentials.
Maintastic will only commence the provisioning of a White Label application once all information, materials, and approvals required for the White Label process have been provided in full by the Customer. For this purpose, Maintastic shall provide a configuration and onboarding document, which must be completed accurately and in its entirety by the Customer.
Any configuration, customization, branding, or implementation requests exceeding the standard White Label scope offered by Maintastic shall be subject to separate review, quotation, and agreement. The standard White Label scope is defined exclusively by the information and services provided by Maintastic. Maintastic reserves the right to decline individual customization requests at its sole discretion for reasons including, but not limited to, technical feasibility, resource availability, capacity constraints, cost considerations, or project prioritization.
Following receipt of all required information, Maintastic will provide an estimated implementation timeline. While Maintastic aims to provision White Label applications within four (4) weeks, longer implementation periods may occur due to workload, capacity constraints, customer-related delays, app store requirements, or other circumstances beyond Maintastic’s reasonable control.
To enable the ongoing delivery of application updates, bug fixes, and security patches, Maintastic requires appropriate access rights to the respective Apple App Store and/or Google Play applications. Such access shall be granted by the Customer through its developer accounts. The Customer shall ensure that the access granted to Maintastic is limited to the respective Maintastic White Label applications and follows the principle of least privilege where reasonably practicable.
Maintastic may provide reasonable technical assistance regarding configuration, publication, updates, troubleshooting, or maintenance of White Label applications where reasonably practicable. Such assistance does not constitute a managed publishing service.
Maintastic does not warrant or guarantee:
App store review decisions, approval processes, publication delays, account restrictions, suspensions, removals, or other enforcement actions remain solely within the control and responsibility of the respective third-party platform providers.
Maintastic does not warrant uninterrupted compatibility with:
Availability commitments under this SLA apply solely to Maintastic-operated backend services and productive cloud environments operated by Maintastic.
Availability commitments do not apply to:
This SLA does not apply to beta features, demo, trial services, or free-of-charge services unless explicitly agreed otherwise. Such features are provided on an “as-is” basis, may contain errors, and are not intended for productive use; the Customer is responsible for implementing appropriate safeguards, including data backups. To the extent permitted by applicable law, Maintastic shall not be liable for damages arising from the use of such features, except in cases of intent, gross negligence, or mandatory statutory liability.