General Terms and Conditions for Cloud, Platform and Software-as-a-Service Services

main cloud solutions GmbH — Effective from: 1 September 2026

main cloud solutions GmbH, Hanauer Landstraße 151, 60314 Frankfurt am Main
Registered at: Frankfurt am Main Local Court, HRB 126739
Managing Directors: Simon Toprak, Sascha Vorderstemann
VAT registration number: DE351896546
Telephone: +49 69 2474504 40
Fax: +49 69 2474504 49
Email: support@main-cloud.io
Fault and security reports outside service hours: +49 69 2474504 40
Status page: https://main-cloud.io/status

§ 1 Scope, Intended Recipients, Order of Precedence

• (1) These General Terms and Conditions (hereinafter “Terms”) apply to all contracts between main cloud solutions GmbH (hereinafter referred to as the “Provider”) and its contractual partner (hereinafter referred to as the “Customer”) concerning the provision, whether for a fee or free of charge, of self-service cloud, Platform-as-a-Service and Software-as-a-Service services, as well as the operation of IT services by the Provider (hereinafter referred to as “Managed Services”). Provision and operation are hereinafter collectively referred to as ‘Services’.

• (2) The Provider’s offers are directed exclusively at businesses within the meaning of Section 14 of the German Civil Code (BGB), at legal entities under public law and at special funds under public law. Consumers within the meaning of Section 13 of the German Civil Code (BGB) are excluded from using the Services. All prices quoted by the Provider are net prices and are subject to the applicable statutory value added tax.

• (3) Upon registration, the Customer warrants that they are entering into the contract in the course of their commercial or self-employed professional activities and that they will use the Services exclusively for these purposes. The Provider is entitled to request proof of the Customer’s status as a business operator and to suspend access until such proof is provided.

• (4) Any deviating, conflicting or supplementary general terms and conditions of the customer shall not form part of the contract, even if the Provider does not specifically object to them and provides the services without reservation whilst being aware of these terms and conditions. Their validity requires the express consent of the Provider, at least in writing.

• (5) In addition to these terms and conditions, the following form part of the contract: the Service Level Agreement; the Self-Service Specification; where Managed Services are booked, the Managed Services Product Description together with the operational concept and operating manual; and the price list valid at the time of booking. In the event of any contradictions, the following order of precedence shall apply in descending order: Service Level Agreement; Managed Services Product Description; Self-Service Specification; these terms and conditions.

§ 2 Subject-matter of the Contract and Conclusion of the Contract

• (1) The Provider shall make the services booked by the Customer available to the Customer for use via the Internet for the duration of the contract. There shall be no entitlement to the transfer or assignment of the software underpinning the services.

• (2) The contract is concluded when the Customer orders the relevant service via the dashboard and the Provider either makes the service available or confirms the order in writing. A separate contract is concluded for each service booked; no framework contract is established.

• (3) The content and scope of the service to be provided are set out in the Self-Service Specification, the Service Level Agreement and the price list valid at the time of booking. Public statements, advertising claims and product descriptions do not give rise to any obligation to provide services beyond those set out in these documents.

• (4) The legal nature of the contract is determined by the service booked. Unless otherwise specified in these terms and conditions, the law governing tenancy (§§ 535 et seq. BGB) applies to the provision of self-service services. The law governing service contracts (§§ 611 et seq. BGB) ; in this respect, the Provider is obliged to carry out the agreed operational services in a professional manner and to comply with the agreed service levels, but is not obliged to achieve any further success. The law governing contracts for work and services (Sections 631 et seq. of the German Civil Code (BGB)), including acceptance, applies to separately commissioned project-related services with a definable outcome, in particular migration and set-up services.

• (5) The Provider shall provide its services up to the handover point. The handover point is the point at which the data centre in which the service is operated connects to other networks. The Provider is not obliged to establish or maintain the data connection between the Customer’s systems and the handover point.

§ 3 Registration, User Account and Organisation

• (1) Use of the services requires the registration of at least one user. To register, the user must provide their work email address, their first name and surname, and a password. Registration is completed by confirming the link sent in a confirmation email (double opt-in).

• (2) The use of paid services also requires the creation of an organisation. To do this, the full company name, the company’s registered office, a different billing address, the VAT registration number and full payment details must be provided. The user creating the organisation warrants that they are authorised to make legally binding declarations on behalf of the company.

• (3) The customer may use the administrator account to invite further users to their organisation and to expand or restrict their rights. Any users to whom the customer grants the relevant rights may incur charges by accessing services. The customer bears sole responsibility for this.

• (4) Login details must be kept confidential and must not be made available to unauthorised third parties. If the customer becomes aware of unauthorised use or suspects such use, they must inform the Provider immediately and take reasonable measures to prevent the unauthorised use.

• (5) The Provider is entitled to suspend a user account if there are concrete indications that the access details have been compromised. It shall inform the customer of this without delay via the contact details stored in the user account.

§ 4 Free trial access

• (1) The Provider allows the creation of a free trial account without the need to provide company or payment details. The only information required is that specified in § 3(1) and the express confirmation that the user meets the requirements of § 1(2) and (3).

• (2) The trial period lasts for 30 days from the activation of the trial access. The scope of functions and available resources are limited during the trial period; details are set out in the Self-Service Specification of Services.

• (3) The Service Level Agreement does not apply to the trial access. No specific level of availability is guaranteed. Warranty claims are excluded to the extent permitted by law. The Provider’s liability in this respect is governed by Sections 599 and 600 of the German Civil Code (BGB); Section 22 of these Terms and Conditions remains unaffected.

• (4) Trial access ends upon expiry of the trial period without the need for notice of termination. Upon expiry, the trial system and all data stored therein will be automatically and permanently deleted. Restoration by the Provider is excluded. The Provider shall notify the user of the impending deletion by email two days prior to expiry.

• (5) The user may convert the trial account into a paid contractual relationship before the end of the trial period by completing the details specified in Section 3(2) and booking a product. In this case, the data stored in the trial system will be retained and transferred to the booked environment. There is no entitlement to the transfer of all configurations.

• (6) The user is solely responsible for exporting their data in good time before the end of the trial period. The Provider makes the export functions provided in the dashboard available for this purpose.

• (7) Repeatedly setting up trial accounts for the purpose of extending the trial period is not permitted. In this case, the Provider is entitled to delete the relevant trial accounts without prior notice.

• (8) Both parties may terminate the trial account at any time with future effect, without notice and without stating reasons.

§ 5 Provision of Services, Self-Service

• (1) The customer manages the services they have booked independently via the dashboard and the programming interfaces provided. They may create, amend, scale, monitor and delete resources independently. The Provider is responsible for providing the platform, interfaces and management tools required for this purpose.

• (2) Resources are used in accordance with the fair use model. No minimum level of resources available at any time is guaranteed. The customer shall use the services in such a way that the use by other customers is not impaired. The provider is entitled to take measures to safeguard availability for other customers in the event of misuse or excessive use.

• (3) The maximum amount of resources available may be limited by an upper limit. The upper limit may be adjusted by mutual agreement.

• (4) The Provider is entitled to further develop the services and to make a new version available to the Customer in place of the version provided at the start of the contract, provided this is reasonable for the Customer. A change is deemed reasonable if the subject matter of the service is not fundamentally altered and the change is acceptable, taking into account the interests of both parties. If negative effects on availability or the scope of functionality are to be expected, the Provider shall give prior notice of the change. If a change is made unplanned, in particular for security reasons, the Provider shall inform the Customer without delay. The Customer has no entitlement to the provision of a newer version.

§ 6 Availability and Maintenance

• (1) The required level of availability is governed by the Service Level Agreement. The Provider offers the ‘Standard’ and ‘Enterprise’ service levels; the applicable level is determined by the product subscribed to.

• (2) The availability figures specified in the Service Level Agreement are agreements as to quality. The Provider expressly does not provide any guarantee within the meaning of Section 276(1) of the German Civil Code (BGB), nor does it provide a guarantee as to quality or a guarantee of durability.

• (3) The Provider is entitled to carry out maintenance work to maintain security and availability, as well as to further develop the services. Scheduled maintenance work shall be announced at least two calendar days in advance on the status page and, where only individual customers are affected, additionally by email. The periods of scheduled maintenance work shall not be taken into account when calculating availability.

• (4) The Provider may carry out urgent maintenance work, which is necessary to avert an imminent threat to security or operational capability, even without observing the notice period. It shall inform the Customer without delay.

§ 7 Training Courses

• (1) The Provider shall conduct training courses relating to the services at its own premises. At the Customer’s request, the training course may take place at the Customer’s premises, provided that the Customer supplies the necessary technical equipment. In this case, the Customer shall also bear the travel time and travel expenses of the training staff in accordance with the currently valid price list.

• (2) The Provider may cancel an agreed training session for good cause. It shall notify the Customer of the cancellation without delay and offer alternative dates. Any further claims by the Customer arising from the cancellation shall be governed by § 22.

§ 8 Rights of Use

• (1) The Provider grants the Customer, for the duration of the contract, a simple, non-exclusive, non-transferable and non-sublicensable right to use the services within the scope of the purpose of the contract. The right of use is geographically limited to the place of use as specified in the contract.

• (2) The Customer is not entitled, without the Provider’s prior consent, to modify, extend, otherwise alter or decompile the services, insofar as this goes beyond the mandatory statutory rights set out in Sections 69d and 69e of the German Copyright Act (UrhG).

• (3) The Customer is not entitled to obtain the Provider’s trade secrets through observation, examination, reverse engineering or testing, insofar as the relevant components are not publicly available.

• (4) The granting of rights of use to third parties requires the Provider’s prior consent, which must be given at least in writing. If the Provider grants its consent, the Customer must ensure that the third party is obliged to comply with the licence and terms of use applicable to the Services.

§ 9 Customer Data and Customer Materials

• (1) Customer data comprises all information that the Customer or persons or systems authorised by the Customer transfer to the Provider’s systems whilst using the Services. The management of customer data is the sole responsibility of the Customer.

• (2) If the Customer provides the Provider with protected content, in particular materials protected by copyright, trade mark or other intellectual property rights, the Customer grants the Provider a non-exclusive right of use limited to the purpose of the contract, the place of use as specified in the contract and the term of the contract, insofar as this is necessary for the provision of the contractual services.

Service Specification: Self-Service

MAIN CLOUD SOLUTIONS GmbH — Date: 1 September 2026

1. Purpose of the Document and Order of Precedence

This Service Description sets out the general services and procedures applicable to all cloud, Platform-as-a-Service and Software-as-a-Service products from MAIN CLOUD SOLUTIONS GmbH (hereinafter referred to as the “Provider”) that are available via the self-service portal. Product-specific details are set out in the respective product data sheets.

In the event of any contradictions, the following order of precedence shall apply in descending order: Service Level Agreement, product-specific data sheet, this Service Description, General Terms and Conditions.

2. Registration and Organisation

2.1 Trial Access

Trial access can be set up without providing company or payment details. The following are required: a work email address, first name and surname, a password, and confirmation of business status. Registration is completed via a double opt-in procedure. A right to trial access does not apply to all software products. Whether and to what extent a trial option is granted is ultimately determined by the relevant product description. https://main-cloud.io/produkt-shop

The following functions and resources are available during the trial period:

• – Scope of functions: as per the product and product description

• – Resource limits: as per the product (see product description)

• – Number of users per trial account: as per the product (see product description)

• – Not available in the trial access: SLAs, technical hosting availability equivalent to that of the production system, email service, domain service, DNS service

The Service Level Agreement does not apply to the trial access. Upon expiry of the trial period, the trial system and the data stored therein will be automatically and permanently deleted; restoration is not possible. Details are set out in Section 4 of the General Terms and Conditions.

2.2 Registration as a paying customer

The purchase of paid services requires the creation of an organisation. The organisation serves as the anchor point to which all other objects – in particular users and projects – are assigned. To create an organisation, the full company name, the company’s registered office, any alternative billing address, the VAT registration number and full payment details must be provided.

Once the organisation has been successfully created, the Provider will activate it. The user will then gain access to the paid products in accordance with the terms of the currently valid price list. If the trial account is converted before the end of the trial period, the data stored in the trial system will be retained.

2.3 Additional users

The administrator can invite additional users to join the organisation via email. Registration of the invited user requires a work email address, first name and surname, as well as a password, and is also carried out using the double opt-in procedure. The administrator can extend or restrict the rights of all users. Users with the appropriate rights can incur charges by accessing services.

3. Dashboard and Self-Service

The customer manages all services independently via the dashboard at https://main-cloud.io/portal/tenants/. Via the dashboard, the customer can, in particular

• – create, manage and delete projects,

• – create, configure, scale and approve resources,

• – manage users and permissions,

• – view usage and costs,

• – maintain payment details and billing address,

• – export data in the formats offered by the respective product,

• – terminate the contract.

In addition, the Provider makes an application programming interface available at [URL to follow shortly] and technical documentation at [URL to follow shortly]. All services utilised are allocated to projects and invoiced via these.

4. Shared Responsibility Model

The products are provided under the shared responsibility model. The Provider and the Customer share responsibility for proper operation and availability.

4.1 Scope of the Provider’s Responsibility

• – Provision, operation and updating of the platform, including the underlying infrastructure;

• – Provision and operation of the dashboard and the programming interfaces;

• – Provision of administrative access for managing the services procured;

• – Provision of the products in a functional base configuration;

• – Monitoring of the platform and resolution of faults in accordance with the Service Level Agreement.

4.2 Scope of the Customer’s Responsibilities

• – Selection, configuration and operation of the resources procured by the Customer, including the operating system and the software installed thereon;

• – All security-related settings, in particular the assignment of authorisations, network access and encryption at application level;

• – Installation of updates and security patches within the Customer’s own area of responsibility;

• – Data backup and recoverability;

• – Proper licensing of software installed by the Customer;

• – Management of the Customer’s own users and access credentials.

The Provider’s service ends with the provision of the product in a fully functional basic configuration, together with the associated management tools. The configuration required for the specific intended use lies entirely within the Customer’s area of responsibility.

5. Customer requirements

Use of the products requires the customer to possess the technical knowledge necessary for the proper administration of the services they have procured. Technical documentation is available to assist with this.

The software provided is not pre-configured for production use. The customer shall check the configuration, in particular for security-critical settings, and adapt it to their requirements. The provider recommends granting permissions restrictively and limiting access to the minimum necessary.

Access to the resources provided is only possible via a suitable network or internet connection. It is the customer’s responsibility to establish and maintain this connection.

6. Data Backup and Recovery

It is the Customer’s responsibility to back up the state of their services and the data managed thereby in such a way that they can restore them independently at any time. Unless otherwise specified in a product data sheet, the Customer shall use the functions provided by the respective product for this purpose.

Product-based data replication does not fulfil the function of a data backup, as it does not provide access to previous data states.

7. Customer Data

7.1 Management and Deletion

Customer data comprises all information that the customer, or persons or systems authorised by the customer, transfer to the provider’s systems whilst using the products. The management of this data is the customer’s responsibility. The customer shall delete any customer data no longer required independently and without delay.

If the customer ceases to use a product or releases any resources they have acquired, their access to the associated data shall cease. This data will be deleted automatically; the timing of this deletion depends on the specific product. Restoration by the Provider is excluded. Any data remaining after the end of the contract will be permanently deleted no later than seven days after the end of the contract.

7.2 Unauthorised access by the Provider

If, in unforeseeable circumstances, it is necessary for the Provider to access customer data in order to fulfil the contract, and the customer has not authorised this in advance, the Provider shall subsequently inform the customer of what data was accessed, who had access, when and for how long access was granted, and why access was necessary.

7.3 Storage and Retrieval

The customer is aware that certain data is only stored if they have expressly enabled storage. The procedures for this are described in the product documentation. The Provider cannot make available or disclose data falling within the customer’s area of responsibility during the performance of the contract; the customer must retrieve this data themselves in good time before the end of their use. The provisions regarding the change of data processing service under Clause 18 of the General Terms and Conditions remain unaffected.

8. Installation of Third-Party Software and Licences

The Customer may, where offered by the relevant product, independently install software on the resources made available to them. Administration and operation are their responsibility. No support is provided for administration unless it is expressly identified as part of the service.

By making software available for installation, the Provider does not grant any licences to the Customer or on the Customer’s behalf. The Customer accepts the licence terms of the respective manufacturer applicable at the time of installation; a licence agreement is concluded exclusively between the Customer and the manufacturer. The assessment of the quality and security of this software, as well as the decision regarding its installation, is the sole responsibility of the Customer.

9. Maintenance work

The Provider carries out regular maintenance work to maintain security and availability, and to further develop the products.

Planned maintenance work that may affect usability will be announced on the status page at https://main-cloud.io/status at least two calendar days before it takes place. If the work affects only individual customers, notification will also be sent by email to the address stored in the user account.

Urgent maintenance work to avert an imminent threat to security or operational capability may be carried out without observing the notice period.

The Provider is advised to check the status page regularly. The customer may minimise the impact of maintenance work by ensuring their environment is designed with redundancy.

10. Support

Service hours, reporting channels, priority levels and response times are set out in the Service Level Agreement. The scope of support depends on the service tier subscribed to.

11. Termination of Use

The customer may terminate the use of individual resources procured under the on-demand model at any time by deactivating them in the dashboard; no notice of termination is required for this. Termination of the contract is governed by Section 15 of the General Terms and Conditions and may be effected using the function provided in the dashboard.

Before terminating usage, the customer must export their data themselves. Once access has been deactivated, it will no longer be possible to access the data.

Product Description: Managed Services

MAIN CLOUD SOLUTIONS GmbH — Effective from 1 September 2026

1. Subject Matter, Scope and Order of Precedence

This product description governs the products “Individual Managed IT Service” and “Set of Managed IT Services”. Through these products, the Customer transfers the operation of one or more IT services to MAIN CLOUD SOLUTIONS GmbH (hereinafter referred to as the ‘Provider’).

The Managed Services are provided exclusively on the Provider’s platforms and require the Customer to have subscribed to the underlying self-service services, which the Customer books separately.

This product description supplements the General Terms and Conditions and the Self-Service Specification. In the event of any inconsistencies, the following hierarchy shall apply in descending order: Service Level Agreement, Operations Manual and Operations Concept, this product description, Self-Service Specification, General Terms and Conditions.

The Provider is obliged to carry out the operational services described below in a professional manner and to comply with the agreed service levels. The Provider is not obliged to achieve any results beyond this.

2. Individual Managed IT Service

2.1 Product Description

The Provider operates a single IT service for the Customer. Unless otherwise agreed, in the event of a fault, the Provider shall additionally carry out the actions specified in the Operations Manual. The IT service is installed on the Provider’s platforms and operated using the Provider’s operational tools.

The Provider works in accordance with standardised operational processes, the agreed Service Level Agreement and the agreed operational concept.

2.2 The Provider’s responsibilities

The Provider assumes responsibility for the availability of the operated IT service in accordance with the agreed Service Level Agreement, as well as the following tasks:

• – Life-cycle management, including the installation of updates;

• – Configuration in accordance with the Provider’s best practices or the Customer’s specifications;

• – Monitoring and alerting;

• – Analysis of key performance indicators relating to utilisation trends;

• – Data backup in accordance with Clause 7.

The Provider shall regularly install the IT service to be operated itself. If an existing IT service, previously managed by the Customer, is to be taken over for operation, the Provider shall check the existing installation prior to commissioning. If the check reveals that operation in accordance with the agreed service levels is not possible, the Provider shall inform the Customer of this; in this case, the takeover is conditional upon the service first being made operational.

The Provider shall assist the Customer in ensuring the interoperability of the IT services operated by the Provider and those operated by the Customer by acting as the administrator of the IT service it operates and, at the Customer’s request, analysing log files, for example, for the purpose of fault rectification or optimising operational performance.

2.3 Standard software

The Provider offers operation for a range of standard software, in accordance with its best practices for configuration, maintenance and fault resolution. The specific software supported is set out in the list published at https://main-cloud.io; further information may be obtained from the relevant contact person. The Provider may amend the list; clause 2.7 remains unaffected.

2.4 Custom Software and Operations Manual

For custom software, the Provider offers operations in accordance with an operations manual. The following applies:

• a) The Provider provides a template for the operations manual and assists the Customer in completing it. The operations manual is drawn up by the Customer, who is responsible for it.

• b) The customer is responsible for the actions described in the operating manual and their consequences. The Provider does not verify the accuracy or appropriateness of the described actions. If it identifies obvious errors or risks, it shall draw the customer’s attention to them.

• c) The Provider is obliged to carry out the actions described in the operating manual with due care, but is not liable for their success.

• d) Amendments to the operating manual shall be made in accordance with the procedure set out in clause 5.

2.5 Resource overview

The customer shall be granted access to an overview showing which resources the software being operated consumes.

2.6 Interventions to maintain availability

In order to maintain the availability of the managed IT service, the Provider is entitled to respond to unforeseeable situations without prior consultation with the Customer and, in particular,

• a) to make configuration changes to the IT service,

• b) to restart the IT service, and

• c) to access Customer data, insofar as this is necessary for fault analysis, in particular log files.

The authorisation under point (c) is limited to the extent necessary for fault analysis. The Provider shall document such access and inform the Customer in accordance with clause 8.2. The lawfulness of the processing under data protection law is governed exclusively by the agreement on data processing on behalf of the Customer; access shall be granted on the basis of the instructions set out therein.

The customer acknowledges that the granting of these powers is a prerequisite for the provision of the Managed Services. Should the customer revoke them, the Provider shall be released from its obligation to perform and shall be entitled to terminate the relevant Managed Service with immediate effect.

Measures taken under this clause shall be invoiced on a time-and-materials basis in accordance with Section 13(8) of the General Terms and Conditions, provided they do not arise from circumstances for which the Provider is responsible. In carrying out such measures, the Provider shall ensure proportionality between the contract value, on the one hand, and the costs of the measure and any consequential costs, on the other.

2.7 Cessation of Operational Prerequisites (End of Life)

If updates are no longer being developed for software required to operate the IT service, the product is deemed to be in ‘End of Life’ status. This leads to restrictions on the Provider’s operational responsibility and may result in the operational responsibility being transferred back in full to the Customer.

The Provider shall inform the Customer without delay as soon as it becomes aware that this status is imminent, shall specify the specific restrictions and shall discuss possible alternatives with the Customer. The right of termination under Section 15(5) of the General Terms and Conditions remains unaffected.

3. The Customer’s duties and obligations to cooperate

The Customer shall support the Provider in the operation of the IT services by providing documentation, personnel and other necessary information, in particular

• – by appointing a contact person for fault rectification who is available during the period agreed in the Service Level Agreement;

• – by specifying the operational parameters for selecting the configuration, in particular the capacity frameworks for the expected load;

• – by providing timely notification of planned changes to the Customer’s own systems that may affect the managed IT service.

If the Customer fails to fulfil these obligations to cooperate to the required extent, the Provider shall be released from its obligations to that extent. Periods during which the required cooperation is not provided shall not be taken into account when calculating availability. Clause 11 of the General Terms and Conditions applies in addition.

4. Set of Managed IT Services (Core Setup)

4.1 Product Description

This product enables the customer to operate several interrelated IT services (hereinafter “Core Setup”). The added value compared to the operation of individual IT services lies in the fact that availability is agreed across the entire Core Setup.

The Core Setup is operated exclusively on the Provider’s platforms and follows the shared responsibility model. The Customer uses the Provider’s operational tools.

This clause supplements Clauses 2 and 3. In the event of any conflict, the provisions of this clause shall take precedence.

4.2 Areas of Responsibility

In addition to the Core Setup, the Customer regularly operates other IT services, typically the application itself. The management of all services is therefore carried out under the shared responsibility model: the Customer and the Provider each bear responsibility for the IT services they have assumed and coordinate their activities at the interfaces.

IT services outside the core setup fall entirely within the Customer’s area of responsibility. The availability commitment does not extend to them.

4.3 Data Accessibility

The Provider shall ensure that the data stored by the Customer in the core setup in accordance with the contract remains accessible via its network and the internet connected to it, in accordance with the agreed Service Level Agreement. The Provider accepts no responsibility for the success of any particular access attempt, unless this relates exclusively to its own network, including the interfaces it maintains to third-party networks.

4.4 Operational Tools

The Provider shall provide tools for the joint management of the core setup, in particular an interface via which the Customer can independently install and manage further IT services.

4.5 Interventions by the Customer in the Core Setup

Installations and configuration changes carried out by the Customer may only take place following prior consultation with the Provider, insofar as the Provider’s area of responsibility is affected. In particular, the Customer shall ensure that all IT services continue to function correctly together following the change. Should this result in additional work for the Provider, this shall be invoiced in accordance with Section 13(8) of the General Terms and Conditions.

5. Changes to the Scope of Services (Change Request Procedure)

Operation may occasionally require changes to the configuration of the IT service or to the amount of resources allocated to it. The following procedure applies in such cases.

Change requests must be submitted via the standard reporting channel in accordance with Section 19 of the General Terms and Conditions. They are accepted from Monday to Friday between 09:00 and 17:00 and documented in the ticketing system. A change request must contain at least

• a) a description of the requested change,

• b) its purpose and rationale,

• c) any special circumstances and background information that must be taken into account, and

• d) the urgency.

The Provider shall immediately assess the impact of the requested change on the contractual service structure, in particular on the agreed remuneration and the agreed service levels. If the change request can be implemented without further ado, the Provider shall implement it and document this in the ticketing system.

Should the implementation of the change request impair the agreed availability, the Provider is entitled to reject it. Where possible, the Provider shall draw up an alternative proposal that takes the Customer’s request into account without impairing availability. If this is not possible and the customer insists on the change being implemented, the parties shall agree in writing on an adjusted or suspended availability commitment for the components concerned. No service credits shall arise in this respect.

If assessing the change request would require a significant amount of work, the Provider shall inform the customer of this and indicate which agreed services would be delayed as a result.