Service Level

sproof strives to provide the signature service without interruption and continuously. According to our GTC 8.1, sproof warrants the proper operation of the platform under regular conditions, whereby § 377 UGB does not apply. The availability can be temporarily limited if the security or integrity of the server or IT infrastructure requires it, if technical maintenance or repair work is necessary, or if this is necessary with regard to capacity limits. sproof endeavors to announce any temporary limitations in availability to the customers in good time and to take into account the interests (e.g. usage times) of the customers in the case of scheduled maintenance windows.

As far as sproof makes available services of third party providers (e.g. trust service providers or identification services) within the scope of the provision of the service, the availabilities contractually promised by these providers to sproof or the applicable provisions stated in the GTC apply.

In accordance with the GTC 9, sproof reserves the right to temporarily or permanently restrict a user's availability or access to the service in the event of, among other things, incorrect or incomplete information, violations of fundamental provisions of these GTC, or if a user engages in conduct that could have a detrimental effect on sproof and impair the use of the platform.

sproof offers the possibility of written or telephone inquiries. During normal business hours (weekdays. Monday to Friday between 09:00 and 17:00), we make every effort to process requests as soon as possible. For requests sent via support@sproof.io or ticket@sproof.io, confirmation that the request has reached us will be sent and the status of the request can be checked at any time or will be automatically informed of any changes.

These provisions are explanatory to the GTC and data protection provisions and do not supplement or replace them. Only the German version is authoritative.