Last Updated: 12.10.2021

Service level agreement

vencortex Decision Optimization System (DeOS) is a single software to augment the entire decision-making process by combining human intuition with AI. Our offerings enable you to make better, faster, continuously improving, and more efficient decisions.

1. Cloud service uptime 

We will use commercially reasonable efforts to provide you access to the Cloud Service of the vencortex DeOS on a twenty-four-hour, seven days a week (24×7) basis at an uptime rate of 99 % calculated monthly. 

2. Cloud service uptime measurement 

The Cloud Service Uptime will commence being measured on our mutually agreed to-be-determined go-live date, which shall in no event be prior to the actual go-live date. The actual “Go-Live Date” shall be the date as the following conditions have been met: 

(I) we have for the first time provided access to the Cloud Service in the production environment; 

II) end-user testing is completed by you and us; and 

(III) you can access the production environment with production data for the first time.

However, we may not be able to guarantee the uptime rate in some cases. Thus, the Cloud Service Uptime Measurement shall not apply to performance issues caused by the following:  

(I) Overall internet congestion, slow down, or unavailability of generic internet services (e.g. DNS servers)  

(II) Virus or hacker attacks  

(III) Force majeure events  

(IV) Actions or inaction of you or third parties beyond our control  

(V) A result of your equipment or third-party computer hardware, software, or network infrastructure not being within our control  

(VI) Scheduled DeOS Cloud infrastructure maintenance (see below) 

3. System uptime report 

Upon your request, we will provide you with a Cloud Service Uptime Report. Each Cloud Service Uptime Report will cover a period of twelve (12) months, measured backward from the end of the calendar month that preceded the date of the request. If you do not agree with the DeOS Cloud Uptime Metric Report, written notice of the dispute must be provided to us within fifteen (15 days) of receipt of the Cloud Service Uptime Report. 

4. Scheduled infrastructure maintenance 

Scheduled Maintenance times for the vencortex Software will be posted on the We endeavor to provide at least forty-eight hours prior posting of any scheduled maintenance for the vencortex Software. In addition, updates will be uploaded to the DeOS Cloud infrastructure approximately four times per year. This may cause short breaks in the availability of the service as well. We will inform You about such updates in advance. 

Contacting us

If you have any questions about this Policy, please contact us.

vencortex UG
Fünffensterstrasse 2
34117 Kassel, Germany

Phone: +49 176 4345 1508

Registergericht: AG Kassel
Registernummer: HRB 17835
CEO: Dr. Dominik Dellermann
Data Protection Officer (DPO): Dr. Nikolaus Lipusch
VAT-ID: DE323639835
Sitz der Gesellschaft: Kassel, Germany