2. Availability

The monthly availability of MOVEX Live Shopping is 97.5 %, excluding planned and announced maintenance periods. Downtime resulting in a system interruption due to the following circumstances will not be considered when measuring availability:

• Facilities and configurations requested by the client.

• Actions or omissions by the client or third parties commissioned by the client that lead to a service interruption.

• Circumstances beyond the responsibility of the contractor or the contractor's subcontractors (e.g., DNS problems).

• Network intrusions, denial-of-service attacks, or any other type of attacks, threats, or vulnerabilities.

3. Change Management

A change refers to any planned modification or extension of the productive MOVEX Live Shopping service that may impact service availability.

4. Release Management

There are no fixed release cycles. Releases are provided on an as-needed basis and are fully managed by one.O. The following types of releases are distinguished:

• Major Releases (significant feature updates)

• Hot Fixes (bug fixes outside major releases)

5. Maintenance Window

There are no predefined maintenance windows. Required maintenance activities are generally announced with 5 business days' notice, or 48 hours in exceptional cases.

6. Service Hours

Standard support service hours are: Monday to Friday, 09:00 – 17:00 CET, excluding public holidays in Germany. Support outside these hours is only available upon prior individual agreement.

7. Response Times

Under the agreed plan, the response time is 48 hours (within service hours), starting from the time a support ticket with sufficient information is received. The response time ends with the first qualified response from one.O.