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top.legal is an end-to-end platform for collaboration and management of contracts that helps companies close contracts faster. The AI-enabled system offers contract creation, negotiation, e-signature and analysis of contract data and saves companies up to 90% of the time they have to spend on contracts.
1.
top.legal GmbH, Trogerstr. 19a 81675 Munich (hereinafter “contractor” or “top.legal”) has developed a web-based software solution for contract automation (“Software”).
top.legal offers companies an end-to-end platform for collaboration and management of contracts, with the aim of concluding contracts more quickly and analysing contracts one by one after another after negotiation time and time until conclusion. The AI-enabled system offers contract creation, contract negotiation, e-signature and contract analysis and saves companies up to 90% of the time they normally have to spend on contracts.
This Service Level Agreement (SLA) defines the provision of support for top.legal software and, if the software is made available as SaaS, availability. The definition from the terms and conditions of top.legal applies. The terms and conditions for the use of software via the Internet are available at https://www.top.legal/saas-agb available.
2.
2.1
Support includes assistance and advice to the client in resolving problems when using the software, including checking, diagnosing and correcting significant defects and errors in the software and providing bug fixes, corrections, modifications, changes, extensions, upgrades and new versions of the software (updates) to ensure the functionality of the software.
2.2
Support does not cover problems with or damage to the software caused by (i) negligence, misuse or improper operation on the part of the client, (ii) operation, use or storage/hosting of the software not in accordance with the documentation requirements or failure to comply with the specifications or restrictions set by top.legal; (iii) modifications to the software that were not carried out or approved by top.legal; (iv) acts of third parties; (v) third party products; and/ or (vi) force majeure.
2.3
For every request/fault report, top.legal will, at its duly reasonable discretion, indicate a priority in accordance with the criteria defined below. top.legal can combine redundant fault reports from the client relating to the same fault into one fault report.
2.4
top.legal guarantees the availability and response times for support specified below. The response time represents the time between the first request/fault report by the client (by telephone or electronically) and the first response (by telephone or electronically) from top.legal. Only time intervals during availability times are decisive for the response time.
Accessibility on weekdays (except Saturdays): 9:00 a.m. — 5:00 p.m. (CET)
telephone: +49 89 262 00 609
email: support@top.legal
languages: German, English, French
2.5
top.legal always strives and attaches great importance to resolving faults as quickly as possible, but it is not possible to set and guarantee generally defined fixed troubleshooting times in advance, as faults can have a wide variety of types and diverse causes. top.legal will do its best to rectify faults as quickly as possible and will regularly inform the client about the progress of troubleshooting.
2.6
Troubleshooting is always carried out remotely or by accessing the software hosted by top.legal. To enable support and software maintenance, the client grants top.legal comprehensive and unrestricted access to the software.
2.7
The client defines a support coordinator for each location. Only the support coordinator will contact top.legal regarding support or report faults.
3.
3.1
top.legal will make the software available to the client in the top.legal system environment in a logically separated account. top.legal provides the client with the software for remote access in a secure system environment. The software is not transferred to the client.
3.2
The software is made available to the client in its current version/release.
3.3
top.legal will provide the client with the software with an availability of at least 99.5% of the respective calendar month (hereinafter “minimum availability”). The software is available in this context if there is an uninterrupted connection between the servers on which the software is hosted and the transfer point to the Internet and the client is able to log on and has access to the software. The minimum availability does not apply to test and development servers.
3.4
top.legal is entitled to access the software to verify compliance by the client with the terms of use of the software, including remuneration; and to make diagnoses and analyses, and to adjust the software settings to improve the performance and/or security of the software, provided that these adjustments have no negative effects on the client's use of the software; to collect system data (not personal data) about the use of the software in order to do so as part of to identify and correct potential software deficiencies and errors; to create statistical analyses; and to support research and development.