Emergency Support Service Agreement
This Emergency Support Service Agreement (“Agreement”) is entered into by and between croit GmbH (“croit”) and the entity or individual submitting the Emergency Support Request Form (“Customer”).
1. Scope of Services
1.1 croit agrees to provide emergency support services (“Services”) for Customer’s Ceph storage infrastructure, as described on the Emergency Support page on croit’s website.
1.2 The Services include initial assessment, troubleshooting, and resolution of critical issues.
2. Process
2.1 Customer shall submit an Emergency Support Request Form with details of the issue.
2.2 Upon receipt of the form and acceptance of the terms, a support ticket will be automatically generated.
2.3 croit will contact Customer promptly to arrange a Google Meet session and obtain necessary access to the storage cluster if permitted by Customer.
3. Fees and Payment
3.1 Initial Support Fee: For the first four (4) hours of support, Customer shall pay a flat fee of $1180/1140€ (additional country-specific tax may apply).
3.2 Extended Support: Should the issue require more than four (4) hours to resolve, each additional hour will be billed at $295/285€ (additional country-specific tax may apply).
3.3 croit’s sales team will issue an invoice during regular business hours. Customer agrees to pay the invoice promptly according to the payment terms specified therein.
4. Customer Responsibilities
4.1 Customer agrees to provide accurate and complete information about the issue when submitting the Emergency Support Request Form.
4.2 Customer shall ensure that croit’s support team has necessary access to the storage infrastructure to diagnose and resolve the issue, subject to any security and confidentiality agreements.
5. Term and Termination
5.1 This Agreement becomes effective upon Customer’s submission of the Emergency Support Request Form and acceptance of the terms.
5.2 Either party may terminate this Agreement upon written notice if the other party fails to cure any material breach within thirty (30) days of receiving written notice of such breach.
6. Limitation of Liability
6.1 To the maximum extent permitted by law, croit shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits or revenue, incurred by Customer or any third party.
6.2 croit’s total liability under this Agreement shall not exceed the total fees paid by Customer for the Services.
7. Miscellaneous
7.1 This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements or understandings, whether written or oral, relating to the subject matter hereof.
7.2 This Agreement shall be governed by and construed in accordance with the laws of Germany.
7.3 Any disputes arising under or in connection with this Agreement shall be resolved in the courts of Munich, Germany.
7.4 If any provision of this Agreement is found to be unenforceable, the remaining provisions shall continue in full force and effect.
