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Service & Support Terms
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Effective: 16.11.2025

These terms summarize key organizational information about support, response times, and pricing from XenoElectronics.
They complement the T&C.

1. Target Audience
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  • Private customers
  • Small businesses / SMEs

2. Support Hours
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Regular support:

  • Mon–Thu: 09:00–17:00
  • Fri: 09:00–13:00

Response Logic:

  • During support hours: Best Effort
  • Outside support hours: by agreement only / emergency service (additional fees, no guarantee)

3. Contact & Ticket Channels
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4. Remote Maintenance
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  • Tools: RustDesk, AnyDesk or similar
  • Client must actively approve access
  • Logging for documentation purposes possible
  • Without Basic/Plus subscription: €29/session

5. Services & Limits
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Included:

  • IT support, system optimization, troubleshooting, network help
  • Windows & Linux management
  • Maintenance subscriptions for PCs and servers

Not included:

  • 24/7 availability
  • Guaranteed response times without contract
  • Manufacturer/vendor support
  • Data recovery without backup
  • Hardware repairs

6. Backup & Responsibility
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Client is responsible for backups unless a backup service is agreed.
We are not liable for data loss or system damage without backup.

7. Pricing
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  • Hourly rate: €59/hour
  • Remote maintenance: €29/session (if no subscription)
  • Travel: €0.39/km

Maintenance subscriptions:

  • Basic: €19/PC/month
  • Plus: €49/PC/month (includes remote maintenance)
  • Server: €59/month

All prices without VAT according to §19 UStG.

8. Emergency Service
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Outside support hours:

  • Only if available
  • Additional fees apply
  • No guarantee of immediate resolution

9. Security & Updates
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  • Following best practices
  • Security measures implemented only if explicitly ordered
  • Scheduled maintenance communicated; no liability outside windows

10. Client Cooperation
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  • Client provides necessary access, system info, and contacts
  • Delays extend deadlines and may incur additional charges

11. DPA (Business Clients)
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  • Data Processing Agreement according to GDPR Art. 28 available on request

12. Documentation
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  • Short documentation, handover reports, or setup descriptions provided on request (charged by effort)

13. Validity
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  • These terms complement the T&C
  • Always available on the website