Support and Maintenance Policy
Version: 1.0 Effective from: 2026-10-09 Provider: Paul Bengart, Keplerstraße 4A, 39104 Magdeburg, Germany
This Policy forms part of the Terms of Service and specifies Section 9 of the Terms of Service (Provision, Maintenance and Support). In the event of conflicts, the order of precedence set out in Section 1 of the Terms of Service applies.
1. Applicability
(1) This Policy applies to all plans: Free Trial, Pro, Academic and Enterprise. For Enterprise Customers, deviating or supplementary commitments apply only to the extent that they are expressly agreed in an Order Form or Enterprise contract (Section 7).
(2) It governs the provision of the platform, maintenance, data backup, support and information about disruptions and security incidents. Commitments regarding the processing of personal data are set out in the Data Processing Agreement, the Technical and Organisational Measures and the Retention and Deletion Policy.
(3) In relation to consumers, this Policy applies only within the limits of mandatory statutory provisions. The statutory rights of consumers, in particular under Sections 327 et seq. of the German Civil Code (BGB) and Section 18 of the Terms of Service, remain unaffected.
2. Provision without Availability Guarantee
(1) The Provider provides the platform as software as a service via the Internet and endeavours to ensure operation that is as free of interruptions as possible. The Provider does not commit to any specific availability and does not grant service credits; the statutory warranty for defects under Section 12 of the Terms of Service remains unaffected.
(2) Point of delivery. The point of delivery for the service is the network interface between the hosting provider's data centre in which the platform is operated and the public Internet. The Provider is not responsible for connections and systems beyond the point of delivery.
(3) Customer environment and minimum technical requirements. From the point of delivery onwards, the Customer is responsible for its Internet connection, local networks, end devices, operating systems, browsers, browser extensions, firewalls, proxy or VPN configurations and third-party services integrated by the Customer itself. The platform is designed for current browsers supported by their respective manufacturer (typically Chrome, Edge, Firefox and Safari in the current or previous major version) and for enabled technically necessary cookies and JavaScript. Limitations that arise exclusively from outdated browsers, disabled browser functions, local security or corporate policies, an unstable Internet connection or Customer-side third-party integrations are not defects of the platform.
(4) Beta functions are marked as beta in the platform. They may be available to a limited extent, changed or discontinued (Section 2 of the Terms of Service).
3. Maintenance
(1) The Provider may announce planned maintenance work that is expected to impair the use of the platform in advance, for example by e-mail or by a notice in the application.
(2) Emergency maintenance to avert security risks or to remedy acute disruptions may take place without prior announcement.
(3) Running surveys may not be reachable during maintenance. The Customer takes announced maintenance into account when planning its fieldwork periods.
4. Data Backup
(1) The platform is backed up regularly; the measures are described in the Technical and Organisational Measures (section 3.2).
(2) The Customer backs up its study content, response data and results regularly via the platform's export functions (Section 12 of the Terms of Service). The available formats are described in the Export Format Register.
(3) Responses deleted by the Customer remain recoverable in the project's bin until the Customer deletes them there or empties the bin; imported responses are permanently deleted immediately. Details are set out in the Retention and Deletion Policy.
5. Support
(1) Channels. Support requests are to be sent by e-mail to info@choicery.ai or via the contact form.
(2) Languages. German and English.
(3) Availability of support. Support is provided by e-mail on working days (Monday to Friday, excluding public holidays in the State of Saxony-Anhalt). The Provider endeavours to reply as a rule within 2 working days; during holidays or illness it may take longer.
(4) Cooperation. The Customer describes disruptions as precisely as possible (affected project, time, browser, steps to reproduce, error messages) and answers follow-up questions promptly. The Provider may close requests for which the Customer does not respond to a follow-up question from the Provider for 14 days; the Customer may submit a new request at any time.
(5) Scope. Support covers questions about operating the platform, the logging and resolution of disruptions and guidance on exports and data formats. Methodological advice on study design and analysis, custom development, data migration and training are not part of support. They may be agreed as an Enterprise option (Section 7).
6. Disruptions and Incidents
(1) The Provider may inform the affected workspace owners about disruptions that materially impair the use of the platform by e-mail or by a notice in the application.
(2) Security incidents. The Provider notifies the Customer of personal data breaches in accordance with the Data Processing Agreement. Suspected cases and vulnerabilities are to be reported to security@choicery.ai; guidance is set out in Section 10 of the Acceptable Use Policy.
7. Enterprise Options
(1) For Enterprise Customers, the following may additionally be agreed in an Order Form or Enterprise contract: response times, a named contact person, extended support hours, assistance with onboarding and data migration, methodological advice, training and the enabling of additional data categories in accordance with the Acceptable Use Policy, to the extent that the service providers engaged by the Provider permit the processing.
(2) Such agreements apply only to the respective Enterprise Customer and take precedence over this Policy (Section 1 of the Terms of Service).
8. Usage statistics of the application
(1) Purpose. The Provider records which functions of the application are used in order to improve the application and to plan capacity. The legal basis is the Provider's legitimate interest (Article 6(1)(f) GDPR); the details are set out in the Privacy Policy (section 3, row "Usage statistics of the application") and in Section 4(6) of the Terms of Service.
(2) What is recorded. Per event: the account identifier, the time, whether it was a page view or an action, the name of the function or page, the type of the question created (such as MaxDiff or Likert), the family of the analysis started (such as HB, Latent Class, TasteNet or Interaction Search), the task type, the export format or the selected tab, the technical name of the endpoint and the response time.
(3) What is not recorded. No study content, no question texts, no participant responses, no project identifier, no project names, no file names, no IP address, no browser identifier and no device details. Survey pages are not counted. No cookies are set and no analytics service provider is used; the data resides in the platform's database at the hosting providers named in the list of sub-processors.
(4) Who sees what. Workspace administrators and other users of the Customer see no usage per person; the platform contains no view, no report and no export that discloses the usage of an individual user to the Customer. Only the Provider's platform administrators see figures, and only in aggregated form; cells with fewer than 3 users are suppressed. The statistics do not serve to monitor behaviour or performance and are not passed on to employers.
(5) Objection. Every user can object at any time in their profile via the switch "Usage statistics for product improvement"; the raw data stored for their account is then deleted immediately, and nothing further is recorded. If the browser sends a Do Not Track or Global Privacy Control signal, the requests concerned are not counted. Recording starts for an account only once it has accepted the Terms of Service containing this provision.
(6) Retention and access. Raw data is stored for no longer than 90 days with a reference to the account and is then deleted automatically. Every user receives their own raw data in the account export as the file usage_events.csv.
(7) Note for Customers with a works council. The information in this section can serve as the basis for the assessment under Section 87(1) no. 6 of the German Works Constitution Act (BetrVG). The Customer receives no evaluation per person and cannot commission such an evaluation from the Provider; every user can object themselves. The Provider answers questions at privacy@choicery.ai.