Service Description

1. The service

1.1VNClagoon SaaS is the VNClagoon Sovereign Workplace Platform operated by VNC as a multi-tenant cloud service. Each Customer receives an isolated tenant with its own address, its own user directory and its own data.

1.2The service is provided from data centres located in the European Union or in Switzerland. Customer Data is stored and processed in these locations only. Operations and support are performed from Europe.

1.3The service is offered to businesses, public bodies and other organisations only (business customers). It is not offered to consumers.

2. Packages

2.1Two packages are available: Essential and Professional. Sovereign AI is an optional add-on that will be made available separately and is governed by its own rate card once published.

2.2The functional scope of each module is the scope of the current release of VNClagoon as made available in the service. VNC may improve, extend or replace functions, provided the overall functionality of the package is not materially reduced during a subscription period.

3. Seats and limits

3.1A seat is one named user account. Shared or rotating use of a single seat by several persons is not permitted.

3.2Self-service subscriptions are available from 3 to 300 seats per tenant. Larger deployments are offered under a separate agreement.

3.3Storage is pooled per tenant. Essential includes 50 GB per subscribed seat; Professional includes 250 GB per subscribed seat. Mail, files and all other Customer Data count towards the pool. Additional storage is available in blocks of 1 TB at the price shown in the price list.

3.4File versioning: Essential retains versions for 90 days, Professional for one year. Retained versions count towards the storage pool.

3.5Fair-use limits apply to sending volumes, API calls and video participants to protect the platform for all customers. The current limits are published in the admin console.

4. Provisioning and administration

4.1The tenant is provisioned automatically after successful payment. The person completing the signup becomes the first tenant administrator and is responsible for the tenant on behalf of the Customer.

4.2Two-factor authentication is enforced for administrators on first login. The Customer may enforce it for all users.

4.3Demo data (sample users, channels, records) is optional and off by default. If enabled during signup, it can be deleted by the administrator at any time; by default the tenant starts empty.

4.4The Customer administers users, roles, storage, retention and integrations through VNCdirectory and the admin console.

5. Support

5.1Support is provided in English and German through the in-product help centre and by e-mail to support@vnc.biz. Support hours: business days 08:00 to 18:00 CET.

5.2Essential includes standard support with a target first response within one business day. Professional includes priority support with a target first response within four business hours.

5.3Support covers the operation of the service and the use of its functions. It does not include training, data migration, custom development or support of third-party systems; these can be purchased separately.

6. Maintenance and changes

6.1Planned maintenance is announced at least 48 hours in advance on the status page and is scheduled outside European business hours wherever possible. Availability commitments are defined in the Service Level Agreement.

6.2Material changes to this Service Description are announced at least 30 days before they take effect. Changes that reduce the scope of a package during a paid period entitle the Customer to terminate as set out in the Subscription Terms.

7. Not included

7.1The following are not part of VNClagoon SaaS: on-premises or private-cloud deployment, custom themes or connectors, dedicated infrastructure, data residency outside the EU/CH locations named above, and professional services. These are available under separate agreements.