System Policies


Therefore we have defined some guidelines which protect you as the client and prohibit the misuse of our servers. In addition, we point out that our general terms and conditions are a part of every contract. If our general terms and conditions and the abovementioned guidelines are contravened, Affekt Digital has the right to suspend access to all of our products. Please select the relevant product category:

AFFEKT CLOUD SERVICES AGREEMENT

1. CONTACT PERSON, CLIENT SUPPORT:

Written support requests from the client are made via jira.affekt.de service desk interface. For this, clients need to use their client access to https://jira.affekt.de/servicedesk/customer/portal/4 (Login: Customer Email, Password: Customer Password).

Special support requests, not included in Affekt Digital services, are only handled in exceptional cases. If more than 30 minutes working time is required for resolving such issues, Affekt Digital, after consultation with the client, charge a fee of 20 € (excl. VAT) for each quarter hour commenced.

2. MONITORING SERVICES:

  • Web Server (HTTP, HTTPS)
  • Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch quantity)
  • Server Services (SSH, NTP)
  • Databases (MySQL, PostgreSQL)
  • Server Load
  • Hard Drives (Disk Space Usage)

3. SYSTEM FAILURE:

Affekt Digital monitor the server 24 hours a day for failures.

System failure is handled during business hours.

Affekt Digital reserve the right to deal with requests which are not emergencies during normal business hours only. An emergency is defined as server failure or the failure of a server service.

4. SERVER ACCESS:

Root access by the client is generally not possible on Affekt Cloud Services.

5. ACCOUNT LICENSES:

Depending on the subscription of Affekt Cloud Services, only a limited number of user accounts can be created. The amount possible is based on the type of subscription. Optionally, and at cost, it is possible to increase the number of accounts possible via upgrading subscription.

6. DATA PROTECTION:

All Affekt Cloud Services undergo a local backup which exclusively backs up configuration files. Recovery of backups (Restore) is possible via request on Affekt Service Desk interface.

Every service writes activity logs for each model to ensure recovery possibility of single database changes. Please contact the on-call service via the Affekt Service Desk administration interface

7. CONTENT AND DATA OF CREATED ACCOUNTS:

Changes made by the support team, such as the deleting, relocation and overriding of content and sensitive information, which has been deployed and/or received by the client, can only be carried out, if the requests are verified by the Affekt Service Desk interface or in writing as a fax containing the company stamp and a handwritten signature. The support team are not required to undertake work which can be performed by clients and which it is possible for clients to do themselves.

8. PROCESS MONITORING:

To safeguard the security and stability of the Affekt Cloud Service, a process monitoring system is in place which stops processes with excessive running times and/or RAM exploitation. Exceptions can be made by all service users. The client is not automatically entitled to such exceptions. If the stability of the server or network is affected, Affekt Digital reserve the right to correct and/or cancel these exceptions. 

Affekt provides an online service status page at: https://status.affekt.de/

9. IMPORTING OWN DATASETS:

The installation of own datasets is not carried out by the support team. There is no right to claim support services in this context.

10. MASS EMAILS:

The limit of 10.000 emails sent per hour must not be exceeded. The dispatch of mass emails/newsletters via email accounts of the web hosting account or via the website of the web hosting account is not permitted. The dispatch of unsolicited advertising is forbidden. Affekt Digital GmbH are entitled to block client accounts which do not comply immediately.

11. EMAIL SERVICE SPAM AND VIRUS PROTECTION:

Affekt Digital GmbH operate a blacklist which temporarily or permanently blocks IP addresses that send spam emails. Furthermore, Affekt Digital GmbH use a virus filter for emails. The dispatch of emails containing viruses is prohibited.