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Service & Support Conditions
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Date: 26.02.2026

This page describes the organizational framework conditions for support, monitoring, and service activities provided by XenoElectronics. It supplements our General Terms and Conditions (GTC) and any individual maintenance contracts.

1. Target Group
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  • Private customers
  • Small and medium-sized enterprises (SMEs)
  • Professionals bound by statutory professional secrecy (medical practices, law firms, tax advisors)

2. Support Hours
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Regular Support Hours:

  • Monday–Thursday: 09:00–17:00
  • Friday: 09:00–13:00

Response Logic:

  • Within support hours: Best Effort (fastest possible processing upon receipt of the report).
  • Outside support hours: Only by individual agreement or in the case of an explicit emergency order.

Services provided outside regular support hours are subject to availability and will be charged with a surcharge of 100% on the regular hourly rate (see GTC).

There is no binding guarantee of response time or problem resolution unless a separate SLA contract (Service Level Agreement) has been concluded.

3. Contact & Communication
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  • Email: info@xenoelectronics.com (Preferred channel for support tickets)
  • Phone: By appointment or for emergencies.
  • Messenger: WhatsApp Business / Telegram. Important notice for professionals bound by secrecy: Please never send sensitive patient or client data as well as unencrypted server passwords via messenger services! Please use our PGP-encrypted email for this purpose.
  • Remote Access: Only after active approval by the customer or on the basis of a maintenance contract.

4. Remote Access / Remote Maintenance
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We use professional, privacy-friendly remote maintenance tools to help quickly and cost-efficiently.

  • Tools used: RustDesk (via our own Hetzner relay servers in Germany), NetBird (WireGuard VPN).
  • Process: The customer must actively confirm access or grant permanent approval within the framework of a maintenance contract (“Unattended Access”).
  • Logging: Sessions may be logged for billing and documentation purposes.

Billing (according to GTC):

  1. Billing is done fairly in 15-minute intervals.
  2. A minimum charge of 30 minutes applies per order (even for shorter remote assignments).
  3. Please refer to the current price list for the exact hourly rate.

5. Scope of Services & Delimitation
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Included services (depending on the order):
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  • IT support, error analysis, and system assistance
  • Support for Windows and Linux systems
  • IT monitoring & proactive security checks
  • Provision of hosting & cloud services (Managed Hosting)
  • Delivery, setup, and commissioning of hardware (also from the online shop)

Basic Delimitation (Service Contract):
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  • Services are provided to the best of our knowledge and belief and according to the current state of technology.
  • A guarantee of success (e.g., “The error will definitely be found”) is not part of the services, as IT systems depend on third-party providers.
  • Billing is based on time expenditure, regardless of the final result.

Not included (separate commissioning required):
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  • 24/7 on-call service.
  • Emergency or immediate assignments without prior agreement.
  • Data recovery in the event of missing or defective backups.
  • Hardware repairs on the motherboard level (soldering work).
  • Manual cleanup after a virus/ransomware infection.
  • Initial setup: The basic construction of IT infrastructure (e.g., setting up monitoring) is not a flat-rate service but project work and is billed according to time expenditure.

6. IT Monitoring (Managed Monitoring)
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Monitoring services serve for monitoring, control, and early detection.

Important Principles:

  1. No automatic repair: The system reports an error (e.g., “Hard disk full”). Rectification is a separate, billable service.
  2. The “Go”: Billable measures (updates, deep system interventions) only take place after text form approval by the customer. An exception is “imminent danger” (e.g., acute hacker attack), where we may act immediately to limit damage.
  3. Disclaimer of liability: If the customer decides against an urgently recommended measure by us (e.g., a critical security update), our liability for resulting damage expires completely.

This service is preventively oriented and does not constitute a 24/7 intervention service.

7. Backup & Responsibility
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  • The customer is solely responsible for functioning data backups, unless a “Managed Backup Service” has been explicitly agreed upon contractually.
  • Pure monitoring of backups (checking “Did the backup job run?”) does not replace a physical restore test.
  • Without a commissioned backup service, XenoElectronics assumes no liability for data loss.

8. Prices & Billing
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Billing for all services is based on the prices stipulated in the General Terms and Conditions (GTC) (e.g., € 89.00 for support, € 120.00 for consulting).

  • Billing interval: 15 minutes.
  • Minimum charge: 30 minutes per assignment (On-Site & Remote).
  • Travel costs: Pure travel time counts as working time. Additionally, a mileage allowance of € 0.39 per km is charged.

9. Emergency Service
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  • Assignments outside regular support hours take place only by prior arrangement and technician availability.
  • Billing is done with a 100% surcharge on the regular hourly rate.

10. Security, AI & Updates
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  • Third-Party Risk: We are not liable for system failures caused by faulty automatic updates from manufacturers (Microsoft, Linux Kernel, Docker, etc.).
  • AI Use: We use AI tools (e.g., Google Gemini) for efficient code and error analysis. In doing so, we strictly ensure that no sensitive customer data flows into these systems.
  • Security Risk: We reserve the right to immediately abort support for systems that pose a significant security risk to our own infrastructure or the customer’s network (e.g., active ransomware) until the customer agrees to a forensic cleanup.

11. Duties of Cooperation of the Customer
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  • The customer provides all necessary access (passwords), information, and contact persons in a timely manner.
  • Delays due to lack of cooperation (e.g., customer is not on-site at the agreed time, provided access data is incorrect) count as regular working time and will be charged.

12. Data Processing (Business Customers)
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  • The privacy notices of XenoElectronics apply.
  • For B2B customers, a Data Processing Agreement (DPA) according to Art. 28 GDPR will be provided upon request or upon conclusion of a maintenance contract.

13. Documentation
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  • The creation of detailed system documentation, handover reports, emergency manuals, or network diagrams only takes place by separate agreement.
  • The creation of these documents is working time and is billed regularly according to time expenditure.

14. Validity
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  • These Service & Support Conditions supplement our GTC.
  • The currently published version on our website always applies.
  • In the event of contradictions, the regulations of the GTC or the individual maintenance contract take precedence over these support conditions.

15. Contact
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Email: info@xenoelectronics.com

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Disclaimer: This English version is provided for convenience only.
In case of any inconsistency or dispute, the German version shall prevail.