Hotline. a) nexxtsoft shall provide short consultation services by telephone in the case of defects, application errors, malfunctions or other difficulties related to the operation of the serviced programs. Consultation services shall be provided from Monday to Thursday from 09:00-12:30 and 13:00-16:30 and on Friday from 08:30- 12:30 and 13:00-14:30. The hotline services will not be provided on Saturdays, Sundays or on German public holidays (the German public holidays of the Federal State of Hamburg will apply.) Please note that the time zone of Berlin, Germany is applicable. b) Consultation in the sense of this stipulation is defined as any problem-relevant answer to the description of a customer’s software technical problem related to the serviced programs. c) The clarification of contextual and organizational questions. Further, instructions regarding the functionalities of the software are not subject of the hotline services. Before consulting the hotline, the customer must attempt to solve the problem with a reasonable scope himself. He must thereby consult the user documentation and the help function of the software.
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Sources: General Terms and License Agreement, General Terms and License Agreement