Effective date: May 27, 2026
SoftBCom provides technical support and maintenance services for its hosted SaaS platforms and related cloud-based services, including QAWacht SaaS and SoftBCom AI Agents, subject to the applicable subscription or service agreement.
Support services may include:
incident analysis and troubleshooting;
correction of reproducible software defects;
assistance with service configuration;
guidance regarding supported integrations and platform functionality;
software updates and maintenance releases;
Support requests may be submitted via email, ticketing system, customer portal, or other communication channels designated by SoftBCom.
Customers are expected to provide sufficient technical and operational information to enable issue analysis and reproduction where reasonably possible.
Unless otherwise agreed in writing, standard support is provided during regular business hours (CET/CEST), excluding public holidays in Germany.
SoftBCom may provide extended support arrangements, priority support, or dedicated support services under separate commercial agreements.
SoftBCom uses commercially reasonable efforts to respond to support requests within the following target timeframes:
|
Severity Level |
Description | Target Initial Response |
| Critical | Service unavailable or major production impact | 4 business hours |
| High | Significant functionality impaired | 1 business day |
| Medium | Partial impairment or workaround available | 2 business days |
| Low | General inquiries, minor issues, or feature-related questions | 5 business days |
The above response targets are non-binding operational objectives and do not constitute guaranteed service levels unless explicitly agreed otherwise in writing.
SoftBCom continuously develops, maintains, and improves its SaaS platforms as part of the ongoing operation of the services.
The subscription fees include access to software updates, maintenance releases, security-related updates, compatibility adjustments, and general platform improvements made available by SoftBCom during the subscription period.
Certain updates, modifications, or changes may alter existing functionality where reasonably necessary for technical, operational, security, compliance, or third-party dependency reasons.
SoftBCom uses reasonable efforts to avoid material disruption to customer operations during planned maintenance or platform updates.
Scheduled maintenance activities may occasionally require temporary service interruptions.
SoftBCom intends to operate and maintain its core SaaS platform services on a long-term commercial basis.
In the event SoftBCom plans to discontinue a generally available core hosted service, SoftBCom will use commercially reasonable efforts to provide advance notice to affected customers.
Unless immediate discontinuation is required due to legal, security, operational, or third-party dependency reasons, SoftBCom generally aims to provide at least six (6) months advance notice prior to the discontinuation of a core SaaS service.
Certain platform functions may depend on third-party providers and external services, including but not limited to cloud infrastructure providers, telecommunications providers, speech recognition services, AI/LLM providers, voice synthesis providers, mapping services, and external APIs.
SoftBCom is not responsible for outages, service limitations, API changes, pricing changes, feature changes, or discontinuation of third-party services beyond SoftBCom’s reasonable control.
SoftBCom may replace, modify, or adjust third-party integrations where reasonably necessary to maintain operational stability, compatibility, security, compliance, or service availability.
Configuration, customization, integration development, onboarding, workflow design, consulting, training, AI agent configuration, prompt engineering, and similar project-related activities may be provided by SoftBCom as professional services under separate commercial terms.
Unless explicitly agreed otherwise, professional services are provided on a time-and-materials basis.
Project scope, deliverables, implementation timelines, customer responsibilities, and operational dependencies may be defined in separate statements of work (SOW), project agreements, proposals, or service descriptions.
Certain platform features may use AI-assisted or machine-learning-based technologies that generate probabilistic outputs.
Customers remain responsible for validating business-critical decisions, regulatory compliance, and operational use of AI-generated outputs within their own business processes.
SoftBCom provides platform configuration mechanisms, governance-related functionality, and operational controls intended to support the managed and supervised use of AI-assisted workflows.
This Support, Maintenance and Service Lifecycle document forms part of the applicable SoftBCom SaaS Terms of Use (www.softbcom.com/saas-terms-of-use), unless otherwise agreed in writing.