Code of Conduct

This is simply part of a healthy relationship. This makes it all the more important to deal with each other openly and professionally, even in difficult situations. And that's why we believe it's essential to transparently define the most important rules for our daily collaboration right from the start.

In most cases, we start by working together on a larger project that has a clear framework and a comprehensive development plan. At the end of this phase, we will take on different types of tasks, depending on your wishes:

1. The operation as well as regular maintenance of websites and apps (also called hosting).
2. The elimination of malfunctions or malfunctions.
3. Implementing new functions and updates to existing systems.
4. Advice on a wide range of issues relating to current systems, new specific requirements or general ideas for future projects.
5. Conception and realisation of new joint digital initiatives and the resulting projects.

Larger projects take longer to plan, always require detailed specifications and are calculated as precisely as possible in advance. As a result, there are usually fewer ambiguities and discussions during implementation. So-called "supports", on the other hand, arise in day-to-day collaboration, often have to be implemented quickly and are therefore much more difficult to estimate precisely. To avoid unnecessary ambiguity here too, we have summarised our most important basic rules:

It is important to us to invoice our work as transparently as possible. We adhere to the following basic rules:

• After receiving a support enquiry, an estimate of the work involved is prepared in advance to the best of our knowledge and approval is obtained.
• However, this estimate is not binding, as many systems or tasks are very complex and new findings may arise during implementation.
• Therefore, the actual expenses are always invoiced; the first hour of work started is recorded and thereafter every half hour.
• If it is foreseeable that the actual costs will significantly exceed our estimate, we will actively inform you and obtain approval for the additional costs.

The realisation of a task often requires a large number of sub-steps, which are not listed in detail in the calculation for reasons of efficiency. These may include

• Project management (customer communication, team coordination, administration)
• Requirements analysis
• Research
• Specification of the solution
• Setting up the working environment (project check-in, setting up the development system, accessing archived data, etc.)
• Realisation of the required specialist tasks
• Testing & quality control
• Documentation
• Billing

For this reason, even smaller tasks may take some time to implement.

If several changes are implemented in the same system at the same time, some of these steps are of course only required once, which is taken into account accordingly in the billing.

We recognise the importance of support requests and do our utmost to process them as quickly as possible. However, as our project and account managers look after several customers at the same time, delays can sometimes occur. Please note this:

• Contact persons are available daily during normal business hours.
• If a contact person cannot be reached by phone, we will call back as soon as possible.
• E-mails and tickets are answered as quickly as possible and usually on the same day.
• As soon as a task has been estimated, it is scheduled with the responsible production team. Our teams plan and work in two-week cycles. New requests are always re-booked at the end of each cycle.
• Tasks are prioritised according to their importance and in consultation with the customer.
• The planned delivery date is communicated by us in advance and we do our utmost to adhere to it. However, unplanned emergencies or absences due to illness in the team can lead to delays.
• IMPORTANT: Acute system failures or similarly urgent problems are dealt with immediately and completed outside of the task planning described above.

We follow strict quality processes when realising tasks (they are even certified!). Co-operation with our customers is essential, especially when it comes to system tests, because nobody knows better how a system will be used in live operation. Due to the highly dynamic nature of Internet applications, but also because requirements are not always entirely clear, reworking is quite normal. In order to minimise these as much as possible, the following should be taken into account:

• After implementation, the results are first extensively tested internally.
• Depending on the technical set-up, the results are made available to the customer in a test environment where they can be checked.
• After approval by the customer, the live system is updated. Despite thorough testing by us, this can lead to undesirable side effects, which is why retesting by the customer is essential.
• If there are no complaints, our services are deemed to have been accepted no later than 2 weeks after delivery.
• Defects or change requests that occur up to 6 months after this period are generally treated as chargeable support. Should it become apparent during implementation that a malfunction is due to faulty implementation, the correction will not be charged in full or in part.

All support costs incurred during a month are invoiced collectively. We endeavour to structure these invoices as simply and comprehensibly as possible:

• Each invoice item is described in such a way that the associated task and the time required for it are clearly recognisable.
• We do not include a detailed description of the individual work steps in the invoice text (see above). However, we are happy to provide these on request.
• Formal changes (e.g. invoice recipient, individual order number, etc.) can be made with our back office. The best way to do this is to reply directly to the e-mail with which the invoice was sent.
• The responsible project managers will be happy to answer any questions regarding our invoices.
• If detailed discussions about the necessary work steps in a support task are required, we will be happy to take the time for this. If the time required for this exceeds 15 minutes, it will be recorded and invoiced in the same way as conventional support.

We believe in simple pricing that covers all areas of expertise:

• At the beginning of our collaboration, depending on the type of contract (flat rate, contingent or effort-based), an hourly rate is set for billing.
• All tasks are charged at the same hourly rate.
• Hourly rates are subject to an annual index adjustment, which we communicate at the end of the year in our invoices or personally in advance.

Unless otherwise agreed, the solutions developed by us are freely available for the duration of our partnership. However, some restrictions must be taken into account:

• The solutions we create remain our intellectual property.
• Our work is royalty-free, with the exception of applications that are subject to a pre-agreed licence agreement.
• We make layouts, media assets and other design documents openly available on request.
• Access to our programme codes and servers is strictly regulated, as we are responsible for the warranty. If such access is desired, an individual arrangement is necessary. This may lead to chargeable changes in the development and operating environments.
• If our solutions are to continue to be used after the end of the partnership, an individual agreement is required. Depending on the situation, a financial settlement may be required.

Mutual respect and the confidential treatment of sensitive information are the basis of a successful partnership for us:

• Our entire team is subject to a duty of confidentiality.
• We work in accordance with EU data protection regulations.
• As a matter of principle, neither we nor our customers share documents such as offers, concepts, etc. with third parties.
• During our co-operation, the mutual poaching of employees is an absolute no-go.

The use of software with artificial intelligence was an important tool in our daily work long before ChatGPT. However, special data protection conditions must be taken into account:

• AI-supported tools are generally only used for data that is intended for publication on digital platforms.
• It is the responsibility of our customers to label the data and information provided in such a way that it may not be processed using AI.
• We endeavour to only use solutions that comply with European legislation. However, due to the complex and not always clearly visible networking of various tools, this cannot always be 100% guaranteed.
• The tools we use are usually deeply integrated into our work processes and therefore cannot be listed individually. However, we are happy to respond transparently to all enquiries regarding such applications.

The presentation of our customers and the solutions we have developed for them is an essential part of our self-marketing. However, we are careful not to communicate any sensitive information:

• We assume that we are free to use our customers as a reference with their name and logo on all channels. If this is explicitly not desired, please contact us.
• Reports (case studies) will be agreed with you before publication and will only be published after approval.