Service description
General
This document describes the scope of the software applications provided by NEXOWARE Systems GmbH, Einsteinstraße 59, 89077 Ulm, Germany (“NEXOWARE”).
(1) NEXOWARE DocBee ITSM
NEXOWARE DocBee ITSM is a software solution for capturing, managing, and processing support and service requests. It enables structured ticket processing, traceability, and the documentation of requests and actions. The software is available as a web-based application and can be operated both on-premises and as a cloud solution.
(2) NEXOWARE Smartflow
NEXOWARE Smartflow is a software solution for automating and controlling business processes. The application enables the model-based definition, execution, and monitoring of workflows across various business areas. NEXOWARE Smartflow supports both simple approval processes and complex, multi-stage workflows with dependencies and escalation mechanisms. The software is web-based and can be deployed as an on-premises or cloud solution.
(3) Melvin
The product Melvin is a software solution for AI-supported processing of IT support requests in the telephone-based 1st level.
Functional scope of NEXOWARE DocBee ITSM and NEXOWARE Smartflow
NEXOWARE DocBee ITSM and NEXOWARE Smartflow are each available in 3 product variants with different functionalities:
- Core
- Pro
- Ultimate
The respective functional scope of the product variants is shown in Annex 1.
NEXOWARE provides documentation for administrators and end users to enable efficient use and management of the systems.
Melvin’s range of functions
The Melvin product is available in 3 product variants, each with a different range of functions:
- Assist
- Service
- Service Pro
The range of functions of the product variants is shown in Appendix 2.
Operation of the NEXOWARE software
NEXOWARE DocBee ITSM and SmartFlow software, as well as Melvin, are typically deployed as a cloud solution, either as a shared cloud instance (standard MyDocBee Cloud) or in a customer-dedicated instance (Premium Cloud). Optionally, NEXOWARE software can also be deployed as an on-premises solution.
Regardless of the operating model, regular maintenance is required to ensure system stability and security. This includes both scheduled updates and security patches, which are provided and implemented by the vendor.
Data backup
In the cloud operating model, NEXOWARE maintains backups for the respective systems; these are usually backups from the last 7 days.
For self-operated on-premises solutions, the customer is responsible for securing the system through backups.
In all operating models – including the cloud operating model – the customer can also access their own data and objects to back them up.
Care and support
(1) In the event of technical malfunctions, error messages, or other problems when using NEXOWARE solutions, NEXOWARE provides the customer with German-language support via the aforementioned contact channels (e.g., ITSM) during the specified support hours. Customers can transmit error messages to NEXOWARE (e.g., via ITSM) at any time. Unless otherwise agreed, DocBee’s (non-automated) support is available Monday through Friday (excluding public holidays in Lower Saxony) from 9:00 a.m. to 5:00 p.m. (CET) (“Support Hours”). When processing inquiries, NEXOWARE will make every technically and economically reasonable effort to find a solution promptly. Malfunctions may be resolved by providing updates in accordance with Section 8.1 of the General Terms and Conditions or by implementing a suitable and reasonable workaround.
(2) If a monthly allowance of support services is agreed upon in the user agreement, the following applies: If the allowance is exceeded, DocBee will notify the customer. Upon receipt of such notification, the customer will inform DocBee whether they wish to continue using support services despite having exhausted their allowance. If the customer wishes to continue using support services after the agreed allowance has been used up, DocBee will invoice the customer for the additional support services according to the current price list.
(3) The customer shall immediately notify NEXOWARE of any malfunctions of the DocBee solutions and provide all available information to enable DocBee to rectify the malfunction within the scope of its contractual obligations. This includes, in particular, a reproducible description of the error. Furthermore, the customer shall provide DocBee with reasonable support in the actual troubleshooting process, for example, by conducting tests. If the customer fails to provide appropriate notification of malfunctions or to cooperate accordingly, and this failure leads to further damage or malfunctions for the customer, DocBee shall not be liable for these consequences and consequential damages.
(4) Any errors and malfunctions will be classified according to the following priority classes, for which the specified response times apply (“Service Level”):
priority (Impact) | Description | reaction time |
1 (significant) | The NEXOWARE solutions or their central functions are not available or only available to a very limited extent, with the result that named users cannot record any processes (or their execution) in the NEXOWARE solutions. | 10 h |
2 (moderate) | The NEXOWARE solutions or central functions may be only slightly restricted, or individual functions of the NEXOWARE solutions may not be available or may be extremely limited; however, the problem has only a moderate impact on the recording of processes or their execution in the NEXOWARE solutions, or a workaround is available to remedy these effects. | 20 h |
3 (small amount) | All other errors | 80 h |
(5) Response times apply exclusively within support hours (see paragraph (1) above). The response time begins as soon as the customer has submitted a proper error report via the communication channels specified in paragraph (1). The response time is considered met if DocBee has created a ticket and informed the customer of the ticket creation within the specified response time. The classification of errors and malfunctions according to the stated priorities is carried out jointly by the parties based on the descriptions, with DocBee having the final say in the event of differing opinions.
(6) NEXOWARE will continuously monitor compliance with the defined service levels and inform the customer upon request or provide the customer with tools to verify compliance themselves.
(7) If NEXOWARE culpably violates one or more of the response time(s) defined in paragraph (4), the customer is entitled to reduce the monthly fee payable for the respective month (or, if applicable, on a pro rata basis in the case of an annual fee) depending on the total duration of the exceedance of the response time(s) in accordance with the following provisions:
- Priority 1: 1% for each additional 2 (full) hours exceeded
- Priority 2: 1% for each 8 (full) hours exceeded
- Priority 3: 1% for each additional 40 (full) hours.
Multiple reductions (including any reductions pursuant to Section 9.3.6 of the General Terms and Conditions) must be added together, with the maximum reduction amount being 100% of the fee payable in the respective month (or, if applicable, pro rata in the case of an annual fee). NEXOWARE is entitled to offset any refundable amount against the fee payable by the customer for subsequent billing periods. Any liability of NEXOWARE for breaches of the contractually agreed service levels beyond that specified in this Section 8 is excluded.
Appendix 1: NEXOWARE Smartflow
Appendix 2: NEXOWARE DocBee ITSM
Annex 3: NEXOWARE Melvin
