Legal Templates

General Terms & Conditions (T&Cs)

Our T&Cs describe the scope and nature of our Service in detail and define the rights and obligations of JENTIS and our customers. Furthermore, they set the rules for the use of the JENTIS SaaS. Together with the Offer, the Order form and the Data processing agreement, they form the entire contractual agreement between JENTIS and our customers.

Data Processing Agreement (DPA)

The DPA covers our data processing terms in compliance with applicable privacy laws and regulations. It determines the scope and purpose of all data processing activities we as Processors carry out on behalf of our customers as Controllers.

→ Technical and organisational measures (TOMs)

We implement advanced technical and organisational measures (TOMs) to protect your data, including encryption, strict access controls, regular security audits and comprehensive incident response plans. Our practices ensure compliance with GDPR, prioritising data security, integrity and confidentiality. Our DPA is supplemented by a list of the technical and organisational measures (TOMs) we implement in accordance with Art 32 GDPR to ensure an appropriate level of security of the data processing. Our TOMs are continuously and regularly updated to reflect the state of the art and best practices.

→ Sub-processors

JENTIS engages sub-processors to perform specific processing activities on behalf of our data controller (customer). These engagements follow strict guidelines to ensure data protection and compliance with regulations.The list of the sub-processors we use as cloud host providers can be found as Annex 2 of the DPA. We engage our sub-processors only as specifically instructed by our customers.

Licensing Agreement

The template of the licencing agreement is available for potential customers who qualify.

If eligible, it can be obtained from the Account Executive.

Service Level Agreement (SLA)

JENTIS is committed to providing service levels based on the best industry standards. Our goal is to provide our service in accordance with the Service Level Objectives (SLOs). At JENTIS, Service Level Objectives represent a commitment to our customers regarding a specific metric such as incident response or uptime, which we aim to achieve consistently. Please note that SLOs are not contractual commitments but goals to be achieved with best efforts. In the meantime, Service Level Agreements are available upon request. Should you require a formal SLA, please reach out to your sales representative at JENTIS.

Our current SLOs are:

Service Availability

The installation of updates, upgrades, new releases and/or other modifications and maintenance work (hereinafter referred to as maintenance) shall be carried out between 00:00 and 05:00 whenever possible and shall generally not exceed a duration of 30 minutes per interruption.

The availability of the software minus interruptions due to maintenance and force majeure is 99.8% per month.

Level of Service

“Minor” means any issue not related to one of the below levels “Major” or “Critical” and is used as the default service level.

“Major” is defined as data or functionality that is relevant to ensuring the service required by the customer but is not impacting the customer's revenue.

“Critical” is defined as data or functionality that is critical to ensuring the service required by the customer and impacting the customer's revenue.

Communication

We provide customer support via JENTIS Helpdesk (url: https://jentis.atlassian.net/servicedesk/customer/portal/1 ).

Response time

In support of services outlined, we aim to respond to the service related incidents and/ or requests within the following time frames:

“Minor” requests

Response time: 8 hours within 2 working days
Resolution usually within 2 working weeks

“Major” requests

Response time: 2 hours within working day
Resolution usually within 2 working days

“Critical” request