Only the response and resolution times agreed in the platform operation agreement are applicable. Real-time responses or responses within a few hours are not additionally guaranteed.

For disruptions and urgent requests, please use the agreed support channel rather than individual telephone calls. This ensures that both receipt of your report and the applicable deadline are documented.

If the contractually agreed times are not sufficient for your use case, please address an appropriate adjustment as a contractual matter rather than as part of day-to-day operations.