Service & Support Terms

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Last Updated: January 05, 2026

This page describes the organizational framework for support, monitoring, and service activities provided by Xenoelectronics. It supplements the General Terms and Conditions (GTC/AGB).

1. Target Audience

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• Private customers
• Small and Medium-sized Enterprises (SMEs)

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
• Outside support hours: Only by individual arrangement

Services performed outside regular support hours are subject to availability and will be charged with a surcharge (according to GTC) on the regular hourly rate.

There is no guarantee regarding response times or problem resolution.

3. Contact & Communication

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• E-Mail: info@xenoelectronics.com
• Phone: By arrangement
• Messenger: WhatsApp / Signal / Telegram (subject to privacy notices)
• Remote Access: Only after active approval by the customer

4. Remote Access / Remote Maintenance

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• Tools used: e.g., RustDesk, AnyDesk, NetBird (VPN), or comparable
• The customer must actively confirm access
• Sessions may be logged for documentation purposes

Billing:

• A remote access flat rate applies per session.
• This flat rate is charged in addition to the hourly rate as soon as active remote access takes place.
• Please refer to the current price list in the GTC for the exact amount.

5. Scope of Services & Delimitation

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Included Services (depending on commission):

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• IT support, error analysis, and system assistance
• Support for Windows and Linux systems
• IT Monitoring & Security Checks for PCs, servers, and auxiliary systems
• Provision of Hosting & Cloud Services (Managed Hosting)
• Delivery, setup, and commissioning of hardware
• Monthly status and condition reports (for monitoring contracts)

General Delimitation:

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• Services are provided to the best of our knowledge and belief
• Automatic error rectification or a guarantee of success is not part of the services
• Billing is based on time spent, regardless of the result achieved

Not Included:

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• 24/7 on-call service or guaranteed response times
• Emergency or immediate deployments without separate agreement
• Manufacturer or vendor support
• Data recovery without existing backup
• Hardware repairs (soldering work, etc.) without separate agreement

6. IT Monitoring & Security Check (Managed Monitoring)

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Monitoring services serve the purpose of surveillance, control, and early detection.

• There is no automatic error rectification
• Updates, patches, restarts, or configuration changes are carried out only after explicit approval
• The responsibility for implementing recommended measures lies with the customer, unless a separate order is placed
• Log and status evaluations are carried out on a random sample basis and may be incomplete

This service is preventive in nature and does not constitute an emergency, on-call, or intervention service.

7. Backup & Responsibility

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• The customer is responsible for functioning data backups, unless an explicit backup service has been agreed upon
• Monitoring or checks do not replace a backup
• Without an active backup service, Xenoelectronics assumes no liability for data loss or consequential damages

8. Prices & Billing

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All services are billed based on the prices and billing modalities stipulated in the General Terms and Conditions (GTC/AGB) in their currently valid version.

Special agreements or deviating project prices require written confirmation.

9. Emergency Service

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• Outside regular support hours only subject to availability
• Billing with surcharge according to GTC (usually 100%)
• No guarantee of immediate response or problem resolution

10. Security & Updates

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• Work is performed according to recognized best practices
• Security or system changes only upon commission
• Maintenance windows will be communicated
• No liability for outages outside agreed maintenance windows
• We reserve the right to decline or abort work if systems pose a significant security risk

11. Customer Cooperation Duties

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• Provision of necessary access, information, and contact persons
• Missing or outdated documentation may cause additional effort
• Delays or lack of cooperation may cause schedule postponements and additional costs

12. Data Processing (Business Customers)

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• A Data Processing Agreement (DPA) in accordance with Art. 28 GDPR (AVV) will be provided upon request

13. Documentation

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• Documentation, handover reports, or system descriptions are created only by agreement and are billed separately

14. Validity

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• These Service & Support Terms supplement the GTC
• The version currently published on the website shall always apply
• In the event of discrepancies, the regulations of the GTC (AGB) shall take precedence.

15. Contact

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Email: info@xenoelectronics.com

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