Terms of Service for the Gamfi Service

Warsaw, 9 April 2024

§ 1. Definitions

The following terms, as used in the Terms of Service, have the meanings set out below:

Administrator: A User holding the broadest level of permissions in the Application, in particular the permissions to manage (including to grant, change and withdraw) the permissions of other Users. Within the Application, the maximum number of Administrators is specified in the Plan. An Account will be made available to the Administrator no earlier than on the Gamfi Service Commencement Date.
Client E-mail Address: means the e-mail address indicated by the Client during registration in the Application or in another document agreed between the Parties, to which the Service Provider will send all notices, statements, notifications and other information concerning the provision of the Services.
Service Provider E-mail Address: means the Service Provider's e-mail address contact@gamfi.support, to which the Client may direct any notices and questions concerning the provision of the Services.
Action: a single activity within a Workflow, assigned to a specific Role in the process. Each Action is characterised by its type, recipient, content and delivery time.
Application: an IT system used to achieve objectives within the scope of the Processes conducted. In particular, it consists in the Administrator creating Workflows in the Administrator Panel, based on prepared Actions, published to the User in the User Portal as part of a launched Process.
Personal Data: personal data within the meaning of the GDPR entered by the Client, the Users or the Service Provider into the Application, or obtained through the use of the Gamfi Service, or supplied by the Service Provider or its subcontractors, or personal data to which the Service Provider or its subcontractors have gained access in order to ensure the provision of the Gamfi Service.
Gamfi Service Commencement Date: the date on which the Client registers in the Application or the date on which the Subscription is renewed.
Business Day: a day falling from Monday to Friday between 9:00 and 17:00 CET, excluding public holidays in Poland.
Features: features of the Application. The Features and access to them may differ depending on the Plan selected. The current description of the Features for each of the Plans is available in the Administrator Panel.
Confidential Information: any information obtained by the Parties during the term of the Agreement or in connection with its performance, in particular information concerning the financial terms of the cooperation, regardless of whether it has been marked as Confidential Information by the disclosing Party.
Workflow Category: a characteristic of a Workflow that affects how it operates, in particular the terminology used in the Application. The choice is made from the following list of Workflow Categories available in the Application: ● Talent & Onboarding, ● Learning & Development, ● Offboarding. Changes to the names of Workflow Categories or the addition of new ones do not constitute an amendment to the Terms of Service.
Client: a legal person or an organisational unit without legal personality, as well as a natural person conducting business activity, who uses the Services in connection with their business activity, on the basis of the Agreement.
Account: a set of resources and settings created for a User in the Application, containing information (including Personal Data) concerning that User and permissions within the scope appropriate to the level of access granted to that User. Each Account is individual and is accessible to exactly one, named User.
Subscription Period: the period during which the Service Provider provides the Services to the Client. The initial Subscription Period begins on the Gamfi Service Commencement Date and its duration is specified in the Plan selected by the Client. The Subscription Period is automatically extended for a further period of the same length and under the same Plan, unless the Client cancels the renewal of the Subscription in the Administrator Panel.
Billing Period: The Billing Period applies within a given Subscription Period and is equal to the Subscription Period.
Fee/Fees: one or more Fees related to the provision of the Services under the Subscription. Fees are paid in advance for the selected Subscription Period and are specified in the Plan. Fees are non-refundable.
Authorised Person: a natural person authorised by the Client to conclude the Agreement in the Client's name and on the Client's behalf, as well as to make any statements necessary for the provision of the Gamfi Services (including with regard to the entrustment of personal data) on behalf of the Client.
Administrator Panel: the part of the Application made available to Administrators, used to manage the Application. The Administrator Panel serves in particular to: ● manage Users, ● create and modify Workflows, ● launch Processes, ● create and modify Roles, ● configure the Application's settings, ● generate reports. The Features of the Administrator Panel and access to them may differ depending on the Plan selected. The current description of the Features for each of the Plans is available in the Administrator Panel.
Plan: the type of Subscription selected by the Client in the Administrator Panel. The Plan determines the duration of the Subscription, the Fees, the number of available Processes, the limit on the purchase of new Processes and the available Features. All information about the plan is available in the Administrator Panel. The prices of the individual Plans may change, including upon automatic renewal of the Subscription. In the event of a change in the price of a Plan, the Client will be informed of this fact by Gamfi at least 7 calendar days before the price change. The prices and Fees for Subscriptions already in progress will not change during the Subscription Period.
User Portal: the part of the Application made available to Users, in which the Actions resulting from a launched Process appear, together with contact details of the persons assigned to Roles.
Process: the linking of a User with Actions, according to a planned sequence defined in a Workflow. Launching a Process consists in indicating the User (together with the required parameters) for whom the Application will generate Actions, according to the sequence defined in the Workflow on the basis of which the Process is launched. Launching one Process means its use within a given Workflow Category. The Process is at the same time the billing unit of the Gamfi Service, used for settlements between the Parties, meaning each Process launched for a User within the Subscription Period. Launching a Process reduces the number of available Processes. The Client receives the number of Processes specified in the Plan selected by the Client, to be used within the period specified in the Plan. Processes not used within the period specified in the Plan do not carry over to the next billing period. The Client may purchase further Processes in the Administrator Panel, on the terms specified at the time of purchase.
Terms of Service: this document.
GDPR: Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
Role: a function in the Application allowing the recipient of an Action in a Workflow to be specified, including a particular User. In selected Plans, the Client may define Roles in the Application independently. The number of Roles that may be created in the Application is specified in the Plan.
Force Majeure: any events of an external nature in relation to the Party concerned, impossible to foresee and whose consequences could not be prevented, including in particular (i) legal acts affecting the proper performance of the Agreement, (ii) events in the nature of catastrophic forces of technology or nature, or (iii) extraordinary events affecting disturbances of collective life, including war, riots, terrorist attacks and acts of sabotage.
SMS: a type of Action available in the Application. Sending an SMS to a User as part of a launched Process is a service consisting in the transmission of short text messages in digital mobile telephony networks, to the User's telephone number assigned to their Account. The availability of the service and the number of available messages depend on the Plan.
Parties: the Service Provider and the Client are jointly referred to as the Parties to the Agreement.
Subscription: the Agreement concluded between the Parties. The Subscription provides access to the Gamfi Service on the terms set out in the Terms of Service and in the selected Plan. The first Subscription is automatically started under the Free Plan (free of charge), and the Client may change the Plan in the Administrator Panel.
Online Support: a service consisting in support for Administrators in the use of the Application, in particular in answering questions related to the day-to-day operation of the features available in the Application, using the chat channel available directly in the Application. The terms of Online Support may differ depending on the Plan selected.
Training: Training in the configuration and operation of the Application. Its availability, scope and duration depend on the Plan.
Agreement: a legal act constituting a declaration of will of the Parties, comprising the Terms of Service for the Gamfi Services together with the annexes forming an integral part thereof. The Agreement is concluded by the Client commencing the Subscription Period.
Services: the term Services covers all services provided by the Service Provider to the Client, in particular the Gamfi Service, on the terms set out in the Agreement.
Gamfi Service: a service consisting in granting the Client access to the Application on the terms set out in the Agreement.
Service Provider or Gamfi: Gamfi Spółka z o.o. with its registered office in Warsaw, Al. Jerozolimskie 94, 00-807 Warsaw, entered in the register of entrepreneurs of the National Court Register kept by the District Court for the Capital City of Warsaw, 12th Commercial Division of the National Court Register, under KRS number 0000351370, REGON 142281049, NIP 5342441276
User: any person who has used or is using the Application, employed by the Client in any form or cooperating with the Client on the basis of a civil-law contract, or a person taking part in the Client's recruitment processes, in particular persons who have accepted a job offer and are in the period before signing a contract with the Client.
Workflow: a sequence of Actions prepared in the Application, defined in time and assigned for performance to a specific Role. A Workflow forms the basis for the Processes launched within the Application. The number of active Workflows in the Application may differ depending on the Plan selected.

§ 2. General provisions

The Terms of Service set out the rules and conditions for the provision of the Services, as well as the rights and obligations of the Parties to the Agreement, and at the same time form an integral part thereof.
The Terms of Service were made available to the Client by the Service Provider before the conclusion of the Agreement and before the Gamfi Service Commencement Date.
At the Client's every request, the Service Provider shall make the Terms of Service available to the Client in a manner allowing their acquisition, reproduction and recording of their content, using ICT systems.

§ 3. Conclusion and termination of the Agreement

The Agreement is concluded and enters into force upon the Client commencing the Subscription.
The Agreement is concluded for the Subscription Period specified in the Plan selected by the Client.
The provision of the Services, in particular the Gamfi Service, begins on the Gamfi Service Commencement Date.
The Subscription Period is automatically extended for a further period, on the terms resulting from the Plan and the Terms of Service, unless the Client cancels the Subscription before its automatic renewal.
The Client may terminate the agreement by cancelling the Subscription in the Administrator Panel, at any time during its term. The Agreement remains in force until the end of the Subscription Period.
Termination of the agreement, following cancellation of the Subscription, takes effect on the last day of the Subscription Period, and the fees paid are non-refundable.

§ 4. Provision of the Services

Access to the Application is granted to the Client to the extent resulting from the Agreement.
Within the Gamfi Service provided in a given Subscription Period, the Client is entitled to use the Features, to use Online Support and to use the number of Processes specified in the Plan.
Use of a Process consists in launching a Process for a User within the Subscription Period.
Failure to use Processes within the applicable Subscription Period is not and cannot be grounds for demanding a reduction or refund of the Fees.
Where the number of Processes specified in the Plan has been used, the Service Provider will block the ability to launch new Processes. The Client retains access to the Application and the remaining Features until the end of the Subscription Period.
The Client may purchase additional Processes at any time, provided that the terms of the Plan selected by the Client so allow.
The Plan specifies the scope of the Services provided by the Service Provider to the Client, as well as access to the Features of the Application.
Training, available in selected Plans, is provided within a maximum of 30 days from the date on which the Client reports the need for Training.
The time limit indicated in the paragraph above does not apply where other arrangements have been made between the Parties during the term of the Agreement and confirmed in electronic form. 10. Proper use of the Application requires
a) access to and a connection with the Internet
b) installation of the latest version of a web browser, e.g. Google Chrome, Safari, Mozilla Firefox,
c) cookies being enabled,
d) no plug-ins or extensions being installed in the web browser that interfere with the content of the website or alter the browser's communication with the server, 11. The Service Provider is not liable for the appropriate technical condition or configuration of the equipment used by the User, nor for the quality of the Internet connection. 12. Within the Gamfi Service, in selected Plans, the Client has the right to use Actions of the SMS type. Within a single Process, the Client may send Users the number of SMS messages specified in the Plan. 13. The guaranteed service level of the Gamfi Service is described in Annex No. 1 to the Terms of Service (Gamfi SLA – Service Level Agreement). 14. By accepting the Terms of Service, the Client declares that they have read the content of Annex No. 1 to the Terms of Service and that they know and acknowledge the detailed conditions for the provision of the Gamfi Service contained therein.

§ 5. Licence

The Service Provider declares that it holds the economic copyright to the Application, which is not restricted in any respect by the rights of third parties.
The Service Provider grants the Client a non-exclusive licence to use the Application, unlimited territorially and limited in time to the term of the Agreement.
The licence is granted within the business activity conducted by the Client, for the Client's internal needs and for the purposes resulting from the Agreement. The grant of the licence is understood as the ability to use all functionalities of the Application at the Client's free discretion, using authorisation data, for the Users.
Under the licence to use the Application, the Client is not entitled to grant sub-licences.

§ 6. Fees

In consideration of the use of the Services, the Client undertakes to pay the Service Provider, in a timely manner, the Fees resulting from the Agreement. Fees are paid in advance.
Fees for the Subscription to the Gamfi Service are periodic in nature and are settled within Billing Periods. The Billing Period is equal to the Subscription Period.
Fees for additional Processes, other Services and products are one-off in nature and are settled at the time of their purchase.
The amount of the Fee for the Gamfi Service in a Subscription Period depends on the Plan selected by the Client.
The VAT invoice for the Fee for the Gamfi Service referred to above will be issued by the Service Provider in electronic form and sent to the Client E-mail Address.
A Client with its registered office in the territory of Poland undertakes to pay for the Services, increased by value added tax.
A Client with its registered office outside the territory of Poland undertakes to settle the value added tax due on its own (reverse charge).
The Client agrees, and the Service Provider undertakes, to send invoices, duplicates of those invoices and corrections thereto in electronic form in PDF file format by e-mail to the Client E-mail Address or another address indicated in the settings of the Administrator Panel.
The Service Provider ensures that the invoice format used guarantees the integrity of their content. 10. The Service Provider may at any time change the Service Provider E-mail Address by a statement on the change of the Service Provider E-mail Address delivered to the Client E-mail Address; the change takes effect from the day following receipt of the statement on the change. 11. In the absence of notification of a change of the E-mail Address of a Party referred to above, correspondence sent by the other Party to the last E-mail Address known to it shall be deemed to have been delivered to the correct address on the date of the attempted delivery.

§ 7. Rights and obligations of the Client

By concluding the Agreement, the Client declares that they have read the Terms of Service and all annexes, accept their content and undertake to comply with them.
The Client acknowledges that all copyright to the Application and to all elements constituting Works within the meaning of the Act of 4 February 1994 on Copyright and Related Rights belongs to the Service Provider without restriction in relation to the Client and third parties, subject to § 5.
The Client is authorised by the Service Provider to use the Service Provider's names and designations, including logotypes, trademarks and trade names, in advertising or promotional materials related solely to the conclusion or performance of the Agreement, or to information or promotion concerning the conclusion or performance of the Agreement.
The Client is solely responsible for the content and materials placed in the Application, including the content and materials placed by Users. The Client declares at the same time that all content and materials placed in the Application will be free from legal defects and will not infringe the rights of third parties. The Client does not transfer to the Service Provider the rights to any content or materials placed in the Application, which remain the exclusive property of the Client or the Users.
The Client is obliged to provide the Service Provider with the information necessary for the proper provision of the Gamfi Service and the other Services. The Client declares at the same time that the data provided by them will be true, compliant with applicable law and will not infringe any rights of third parties.
The Client declares and warrants that Accounts will be made available solely to the Users for whom they were provided under these Terms of Service. The Client is liable to the Service Provider for any unauthorised sharing of the Application and for any resulting damage suffered by the Service Provider.
The Client bears liability for damage suffered by the Service Provider in the event that the declarations made by the Client do not correspond to the actual factual or legal situation, as well as in the event that the assurances given cannot be fulfilled or are fulfilled improperly.
The Client undertakes to use the Application solely for the purposes, within the scope and on the terms set out in the Agreement.
The Client is entitled to use the Application together with all its elements solely within their own enterprise. 10. The Client undertakes not to copy, reproduce or distribute in any way the Application and its elements constituting the subject of the Service Provider's rights. 11. The Client undertakes not to use the Application or any of its elements for the purpose of developing, producing or placing on the market a product identical or similar in form to the Application, and not to take any acts or actions infringing in any form the copyright of the Service Provider to the Application. 12. In the event of a gross breach by the Service Provider of the provisions of the Agreement, the Client is entitled to terminate the Agreement without notice, after first calling upon the Service Provider to cease the breaches and setting a period of at least 7 days for that purpose. In the event of termination of the Agreement in the manner set out in this paragraph, the Service Provider is obliged, at the Client's request, to refund to the Client, on a pro rata basis, the Fees paid for the unused Subscription Period of the Gamfi Service.

§ 8. Rights and obligations of the Service Provider

The Service Provider undertakes, during the term of the Agreement, to provide technical support to Administrators using the e-mail address contact@gamfi.support.
The Service Provider undertakes that the Application will be available to the Client at the level specified in Annex No. 1 to the Terms of Service
As part of technical support, the Service Provider may send notifications to Administrators informing them of the best ways to use the Application and of new features.
The Service Provider is not liable for non-performance or improper performance of the Agreement resulting from circumstances beyond its control. In particular, the Service Provider is not liable for non-performance or improper performance of the Agreement resulting from interruptions in access to, or lack of access to, the Internet on the part of Users and Administrators, or from Force Majeure.
The Service Provider reserves the right to temporarily suspend the provision of the Gamfi Service due to maintenance work or work related to changing the properties of the Application.
The Service Provider undertakes that maintenance work will be carried out between 18:00 and 08:00 CET; otherwise it will be treated as unavailability of the Application. The Client will be informed at least 3 days in advance of each suspension of the provision of the Service due to maintenance work exceeding 24 hours.
In the event of unavailability of the Gamfi Service, for the reasons indicated in paragraphs 5 and 6, exceeding 24 hours in a given calendar month or falling outside the hours of the maintenance window, the Client is entitled to demand a refund of the Fees paid for the Gamfi Service due to the Service Provider in the amount of the Fee due for the time during which the Gamfi Service was unavailable.
The Service Provider is liable solely for non-performance or improper performance of the Agreement resulting from culpable and intentional action of the Service Provider.
In the event of improper performance by the Service Provider of the provisions of the Agreement, the Service Provider is liable for damage caused to the Client up to the amount of the actual damage, whereby liability during the term of the Agreement is limited to the amount of the Fees paid by the Client for the Gamfi Service in a given Billing Period, but no more than 1/12 of the value of the Fees paid for the Billing Period per single instance of breach. 10. The Service Provider is entitled to use the business name and logotype of the Client in lists of its clients available on the Service Provider's websites (www) and in sales materials, in compliance with the Client's applicable standards. 11. Use of the Client's logo and business name, as well as of any information concerning the Client, in a manner other than indicated above, requires the Client's prior consent in each case. 12. Irrespective of the rights set out in these Terms of Service, in the event of a gross breach by the Client or the Users of the provisions of the Agreement, the Service Provider is entitled to terminate the Agreement without notice, after first calling upon the Client, to no effect, to cease the breaches and setting a period of no longer than 7 days for that purpose. In the event of termination of the Agreement in the manner set out in this paragraph, the Service Provider is not obliged to reduce or refund to the Client the remuneration paid for the unused Subscription Period of the Gamfi Service.

§ 9. Conditions for the processing and entrustment of personal data

The Parties conclude a personal data processing entrustment agreement.
The Client, on the terms set out in the personal data processing entrustment agreement, entrusts the Service Provider with the processing of Personal Data related to the performance of the Agreement.
The Parties declare that the contact details of personnel (employees and associates) and representatives of the parties (hereinafter: the “Contact Data”) made available to each other in the Agreement or made available to the other party in any way in connection with the Agreement being in force are provided within the legitimate interest of the Parties for a purpose related to:
a) performance of the Agreement,
b) maintenance and use of IT systems,
c) quality, risk and client management reviews,
d) providing the other Party to the Agreement with information, including by means of electronic communication,
e) resolving disputes, including court disputes, and
f) complying with all legal requirements.
The Contact Data made available comprise: first name and surname, job position, business e-mail address, business telephone number, place of work. Each party will be the controller of the Contact Data made available to it under the Agreement.

§ 10. Confidential information

Where a separate confidentiality agreement has been concluded between the Parties, the provisions of this paragraph do not apply.
The Parties undertake to keep confidential the Confidential Information entrusted to them before signing the Agreement or obtained during the term of the Agreement, to protect the Confidential Information against unauthorised access, and to use the Confidential Information solely for the purpose of the proper performance of the Agreement.
The Parties are entitled to disclose Confidential Information concerning the other Party to legal and financial advisers who are obliged, under separate agreements or legal regulations, to keep the Confidential Information received confidential, as well as to related entities within the meaning of the Accounting Act of 29 September 1994 (Journal of Laws No. 121, item 591, as amended).
By the obligation to keep Confidential Information secret, the Parties understand the prohibition on using, disclosing and transferring such information to any third parties, subject to paragraph 4 and with the exception of the following situations:
a) the Party to which the Confidential Information relates releases the other Party from the obligation of confidentiality,
b) the Confidential Information is already publicly available at the time of its disclosure, and its disclosure was made by the Party to which it relates or with that Party's consent, or otherwise than through an act or omission contrary to the law or to the Terms of Service,
c) the obligation to disclose the Confidential Information results from applicable law,
d) a Party has been required to disclose Confidential Information concerning the other Party by a court or an authorised body, or where fulfilment of an obligation imposed by a court or an authorised body would be impossible without disclosing the other Party's Confidential Information.
In the case referred to in paragraph 3 point d) of this paragraph, the disclosing Party will inform the Party to which the data relate of the obligation to disclose Confidential Information and of its scope, and is obliged to take into account, as far as possible, the recommendations of the Party to which the data relate as to the scope of disclosure of the Confidential Information, in particular when formulating the content of letters addressed to the court or the authorised body.

§ 11. End of the Agreement

Termination of the Agreement may take place on the terms set out in the Terms of Service. The primary manner of terminating the Agreement is the ending of the Subscription by the Client in the Administrator Panel.
In the event of termination or expiry of the Agreement, in accordance with the provisions of the Agreement, Gamfi will deactivate the Client's Accounts.
After deactivation of the Client's Accounts referred to in paragraph 2 above, the data associated with them and the Works saved on them will be available to the Administrator — solely in preview mode with the ability to copy the Content — for a period of no longer than 14 days.

§ 12. Final provisions

All terms written in the Agreement with a capital letter have the meaning given to them in the Terms of Service, unless the provisions of the Agreement expressly provide otherwise.
In the event of amendments to the Terms of Service, the Service Provider undertakes to inform the Client of the amendments introduced by a message sent to the Client E-mail Address, at least 14 days before they enter into force. Where the amendments to the Terms of Service introduced by the Service Provider result in a material modification of the Gamfi Service, the Client is entitled to submit electronically a statement of objection to the amendments.
Submission of the statement referred to in paragraph 2 above results in termination of the Agreement on the date on which the amended provisions of the Terms of Service enter into force, and in the Client losing access to the Application and to all Services. In the event of termination of the Agreement in the manner set out in this paragraph, the Service Provider is obliged, at the Client's request, to refund to the Client, on a pro rata basis, the Fees paid for the unused Subscription Period of the Gamfi Service
Disputes arising in the course of the performance of the Agreement will be examined by the court having local jurisdiction over the registered office of the Service Provider.
Any amendments to the Agreement require written or electronic form.
The Parties agree that declarations of will made to the Client by the Service Provider in connection with the performance of the Agreement, including with regard to the annexes, may be expressed in electronic form and sent to the Client E-Mail Address.
The Parties consider correspondence sent to the Client E-Mail Address and to the Service Provider E-mail Address to have been effectively delivered at the latest at the moment such a message is accepted by the mail system of the receiving Party.
All annexes to the Terms of Service form an integral part of the Agreement.
The Terms of Service are governed by and will be interpreted in accordance with Polish law.

Annexes to the Terms of Service

Annex 1 - Gamfi SLA - Service Level Agreement

Annex 1 to the Terms of Service for the Gamfi Service

Gamfi SLA - Service Level Agreement

Warsaw, 09.04.2024

§ 1. Definitions

Critical Error - is an error that meets at least one of the following criteria:
causes total malfunction of the Application (the Application is not available),
causes total unavailability of a key feature of the Application (the service is not available),
repeatedly prevents the performance of key business functions supported by the Application,
repeatedly causes key output data generated by the Application to be incorrect,
causes repeated failures of other systems,
causes loss of or lack of access to data,
material security gaps within the system have been identified.
Serious Error - is an error that meets at least one of the following criteria:
causes total unavailability of any other service of the Application,
repeatedly prevents the performance of other business functions supported by the Application,
repeated administrator intervention is required in order to continue an operation where such an operation was intended to be unattended,
results in a significant reduction in the performance of the Application,
causes another security risk within the Application.
Medium Error - is an error that meets at least one of the following criteria:
there are obvious deviations in the general appearance or graphical behaviour of the user interface which significantly hinder the operation of the Application,
the format or scope of the output information generated by the Application differs from the correct one.
Minor Error - an error other than a Critical Error, a Serious Error or a Medium Error occurs.
Other Requests - a request concerning additional service work.
Availability of the Application - the ability to launch the Application, enter it and use it.
Gamfi Service Desk - a network system provided by the Service Provider, in which requests may be added in accordance with the error categories and the SLA tables.

§ 2. Error reporting and repair procedure

The Client reports an error in accordance with the Communication Channels, assigning a priority according to the definitions given above and selecting the appropriate type of request from the defined list.
The response time for the request starts to run from the moment the request is recorded in the system.
The request should contain:
a) the title of the request,
b) a description of the erroneous behaviour of the Application,
c) the expected behaviour of the Application,
d) information about the User or Users for whom the error occurs (e.g. e-mail address or another identifier),
e) the conditions in which the error occurs (e.g. the steps whose performance causes the error to occur, the URLs at which the error occurs),
f) information about the environment in which the error occurs (device, operating system, browser name and version),
g) where possible, screenshots illustrating the error that occurs.
An employee of the Service Provider verifies the priority of the request on the basis of the Definitions set out in § 1 and may ask the Client additional questions in order to assess the priority and the scope of occurrence of the error. The time spent waiting for the Client's answers to those questions is not counted towards the response time for the request, unless the questions were not necessary in order to determine the priority of the task.
After the priority of the task has been confirmed by a Gamfi employee, the error removal stage begins and the error removal time starts to run in accordance with the relevant table. If, during the removal of the error, additional questions arise concerning the conditions in which the error occurs, the expected behaviour of the Application after the error has been fixed, etc., those questions are directed to the Client through the appropriate channel, and the counting of the repair time is suspended until an answer is received from the Client, unless the questions were not necessary in order to determine those additional circumstances.
The version of the Application with the error fixed is installed in the pre-production environment and tested by Gamfi employees:
a) Depending on the nature of the request, the Client may be asked through the appropriate channel to accept the resolution of the error in the pre-production environment. In such a case, the counting of the repair time is suspended until an answer is received from the Client.
b) Changes in the Client's acceptance of the solution proposed at earlier stages invalidate the undertaking to repair the Application within the time specified in this document for that request, provided that Gamfi demonstrates that the Client's lack of acceptance is not justified.
The version of the Application with the error fixed is installed in the production environment, which ends the counting of the error removal time. If the error still occurs, the counting continues as if the Application with the error fixed had not been installed in the production environment, and the procedure is resumed from paragraph 3.

§ 3. Response time for error reports

Requests are accepted by Gamfi between 9:00 and 17:00 CET on all Business Days, excluding Saturdays.
The response time or error removal time specified in business days or business hours is counted only within the hours specified in point 1.
The repair times for individual errors are presented in the table below. Table 1. Response and error removal times No. Type of error Response time for the request Maximum error removal time
Critical (priority 1) 2 business hours 8 business hours
Serious (priority 2) 4 business hours 2 business days
Medium (priority 3) 1 business day 5 business days
Minor / Other Requests (priority 4) 1 business day 10 business days Table 2. Availability of the Application No. Type Annual
Availability of the Application 99% Table 3. Communication channels User type Description Business (Client) So-called second line of support Critical Failures, Errors and other errors are reported by the Client using the Gamfi Service Desk (https://gamfi.support). Requests are made by the Administrator. Notifications of status changes are visible in the Gamfi Service Desk; in addition, the Client receives an e-mail notification of a status change. In the event of a failure of the Gamfi Service Desk, errors are reported by the Client by e-mail to contact@gamfi.support, in which case status changes are also reported by e-mail. End User So-called first line of support End users handle questions and requests in accordance with the Client's internal arrangements. Any questions and requests collected by the Administrator are forwarded to the Service Provider using the Business Channel (the row above). The Service Provider will, as far as possible, make every effort in the event of receiving a question or request from an address other than the Client E-mail Address; however, it is not obliged to answer questions and requests sent from addresses other than the Client E-mail Address.