Managed Service Agreement (MSA_EN)

I – Contact and Customer Support
All offered Managed Services include free written and telephone support during the specified support hours. Written support requests by the Customer may be submitted via e‑mail, telephone or through the customer portal. The Customer must use their customer portal login (User ID: customer number; Password: customer password).

In general, support tasks requested by the Customer are covered by the flat‑rate price of the product. Special support requests that are not included in the service offerings of Hetzner Online will only be handled in exceptional cases. If more than 15 minutes of work are required to resolve such issues, IT‑Hafen will, after prior agreement with the Customer, charge €10.00 per commenced 6 minutes.

II – Monitored Services

• Web servers (HTTP)

• Databases (MySQL, PostgreSQL)

• Server load

• Backups

III – Costs and Services

Services included in the monthly fee:

1. Regular monthly check for available updates – Continuous monitoring of all deployed software for updates.

2. Execution of minor and patch updates – Updating frameworks and libraries in use (e.g. Django 5.2.x → 5.2.y) to ensure stability and security.

3. Testing and verification after update – Basic functionality testing to verify core features after each update.

4. Documentation of changes performed – Comprehensive record of all updates and changes for transparent tracking.

Services not included in the monthly fee:

• Major version upgrades – Upgrading to a new major version (e.g. Django 5.x → 6.0 or React 19 → 20), which typically involves significant changes and adaptations.

• Structural code modifications or refactoring – Code changes to optimize structure or integrate new features beyond standard updates.

• Migrations due to major API changes – Necessary adjustments triggered by significant changes in APIs or interfaces.

• Compatibility adaptations – Modifications required when existing functionality is impacted by an update (e.g. incompatibilities with the new version).

These non‑included services may be offered separately and commissioned on the basis of a separate quote. IT‑Hafen reserves the right, at its sole discretion, to voluntarily perform any of these services under the existing maintenance contract. The Customer has no entitlement to the provision of such voluntary services.

IV – System Failures
The service is subject to continuous 24/7 outage monitoring by IT‑Hafen.

Without SmartSupport:
In the event of a system failure, we will address it during our business hours. Outside these hours, you can conveniently contact the on‑call service via the customer portal or by e‑mail with a critical‑incident support request. Such requests are charged at €10.00 per commenced 6 minutes.

With SmartSupport / 24/7 Monitoring:
With booked SmartSupport or active 24/7 monitoring, you are fully covered: we will handle system failures at any time free of charge.
In urgent cases, our on‑call service is additionally available around the clock via the customer portal or e‑mail—but even here, critical‑incident support requests incur a fee of €10.00 per commenced 6 minutes.

IT‑Hafen reserves the right to handle non‑urgent requests only during regular business hours. An emergency is considered to exist if the service or an essential service component fails.

V – Access to Servers/Services
Under Managed Services, no administrative access by the Customer is possible.

VI – Account Licenses
Depending on the chosen service model, the number of user accounts and the number of simultaneously connected users is limited. The permissible quantity is determined by the booked service type. An optional expansion of these limits is available for a fee via the customer portal or by e‑mail.

VII – Data Backup
All Managed Services include a daily backup that secures all data each day and retains it for up to 14 days. To restore a backup, a ticket may be submitted via the customer portal or by e‑mail.

The restoration of a backup may be charged to the Customer if the cause was created by the Customer or a user of the application. In this case, the cost is €10.00 per commenced 6 minutes. The Customer has no entitlement to a free restoration. IT‑Hafen may, at its discretion and without obligation, perform the restoration free of charge.

VIII – Content and Data
Changes by support staff—such as deleting, moving, or transferring content and sensitive data uploaded and/or received by the Customer—may only be carried out if the request has been verified via the customer portal or the e‑mail address registered in the customer account. For tasks that the Customer can and is able to perform themselves, there is no entitlement to assistance by support staff.

IX – Process Monitoring
To ensure the security and stability of the Managed Service, process monitoring is conducted that terminates any process exhibiting excessive runtime and/or RAM consumption. Exceptions may be authorised by system administration. If the Customer requests exception rules that could compromise system stability, these must be confirmed in writing. There is no entitlement to the implementation of such changes. If the stable operation of the servers or network is impacted, IT‑Hafen reserves the right to adjust or revoke these exception rules.

X – Incorporation of GTC
This agreement includes the General Terms and Conditions (GTC) of IT‑Hafen, which form part of the contract. By accepting or signing this agreement, the Customer expressly agrees to the GTC. All services and conditions set out in this agreement are subject to the provisions of the GTC, which can be viewed online at [Link to GTC].