Operation, update and availability

The ysura solution is a standard software that can be individually configured. New versions are released at regular intervals.

The customer can use the software around the clock within the system availability. The system availability is 98% of a calendar year.
The system availability in percent is calculated as follows: (B-A):B, where:
B = 8760 hours (or 8784 hours in leap years) less the agreed downtime (in full hours) described be low; and A = unagreed downtime (in full hours).
Agreed downtimes are:

• maintenance during the maintenance windows described below

• disruptions in the area of responsibility of the operators of the technical infrastructure

• faults in the area of responsibility of the network providers

• errors in application data

• maintenance windows:

  • For the maintenance of the system ysura shall have a monthly maintenance window of 10 hours in the period Monday-Friday from 22:00-07:00 CET as well as from Saturday 9:00 CET to Sunday 18:00 CET. ysura shall inform customer about the scheduled maintenance times within a reasonable period of time. reasonable time in advance.

  • Additional maintenance windows required to perform maintenance work on the software and the infrastructure used shall, as far as possible, be mutually agreed upon between the customer and ysura. If such coordination is not possible, ysura shall minimize the impact on the the customer as low as possible.