Terms and Conditions

1. Provider and scope

These terms apply to the 1stlevel SaaS ticket system provided by NG IT-Projekte, proprietor Nikolas Gottschalk, Sonnenhof 150, 53119 Bonn, Germany.

The service is offered exclusively to entrepreneurs within section 14 German Civil Code, public-law entities and special funds under public law. Consumers must not create an account. Customer terms apply only where expressly accepted by us in text form.

2. Contract and trial

Completing registration constitutes an offer to use the free 14-day trial; the contract is formed when the account is activated. The registering person must be authorised to represent the customer.

No payment method is required for the trial. Without a subsequent plan purchase, active use ends; the account may remain read-only for a limited retrieval and export period and may then be deleted.

For a paid plan, the customer submits its offer by final confirmation on Stripe’s checkout page. The paid contract is formed when Stripe confirms the purchase and the plan is activated in the customer account. A reservation or abandoned checkout does not form a paid contract.

3. Technical steps for online contracting

For the trial, the customer completes the registration form, can review and correct entries in the fields before submission, accepts the Terms and DPA by selecting the checkbox, and submits the form. Account activation and the following confirmation page electronically acknowledge receipt of the registration; use additionally requires verification of the email address.

For a paid plan, an administrator selects the plan and billing period in the customer account, enters or reviews the billing address and tax details, and is redirected to Stripe’s summary checkout page. Details can be reviewed and corrected there before paid confirmation. For plan changes, 1stlevel displays the regular price and any immediately due prorated amount or credit before confirmation.

We store the accepted version of the Terms and DPA and the time and account of acceptance. An individually compiled contract document is not permanently provided in the customer account. Before submission, the contractual terms can be retrieved, printed and saved through the linked legal documents. Contract languages are German and English. We do not subscribe to any special codes of conduct.

4. Service

1stlevel provides the ticket, email, team, knowledge, API, webhook and export features described for the selected plan as an online service. The description shown when ordering controls. We may develop features further where this does not unreasonably impair the purpose of the contract or the customer’s legitimate interests.

No particular commercial, organisational or legal outcome is owed. 1stlevel is not an emergency, safety, archival or audit-proof records system. No particular availability or response time is owed unless expressly agreed as an SLA in text form.

5. Third-party services and email

The service depends on internet access, domain and email providers, Laravel Cloud, Stripe and customer-selected integrations. Disruptions, suspensions or changes to those services are outside our control. We are liable only to the extent we are at fault in selection, instructions or response.

The customer remains responsible for its source mailbox, correct forwarding, spam filters, DNS and sender settings, and reviewing failed deliveries. Email delivery cannot be guaranteed.

6. Customer duties

• Protect credentials, invite only authorised users, and regularly review roles and integrations.
• Do not process unlawful, harmful or unnecessary personal content; provide required notices and ensure legal bases and consents.
• Do not enter special-category data under Art. 9 GDPR or particularly sensitive secrets unless expressly agreed and appropriately safeguarded.
• Regularly secure important data using the export function and store exports safely.
• Report incidents, security issues and misuse promptly and reasonably assist investigations.

7. Fees and payment

The euro prices and billing periods shown immediately before ordering apply. No VAT is shown under the German small-business rule in section 19 UStG. Subscriptions are billed monthly or yearly in advance through Stripe. Payment is due at the start of each billing period; Stripe provides the payment methods shown there.

After reasonable notice we may suspend write access for failed or overdue payment. Statutory retention and termination rights remain. Set-off is permitted only with undisputed or finally adjudicated claims.

8. Term and termination

The paid contract runs for the selected monthly or annual period and renews for the same period unless cancelled through the payment portal before expiry. Cancellation takes effect at the end of the paid period. We may also terminate with one month’s notice to the end of the current billing period. Either party may terminate for cause.

After the contract ends, the account becomes read-only. Customers must export required data in time. Deletion follows the privacy notice and DPA; legally retained billing records are excluded.

9. Provider switching and data portability under the EU Data Act

The Customer may initiate provider switching at any time by giving notice in text form to kontakt@1stlevel.tech and state whether it intends to switch to another data processing service, port the exportable data to its own ICT infrastructure, or have them erased. For a switch to another provider, the Customer supplies the details required for transfer. The maximum notice period before the switching process starts is two months; we start earlier where technically possible.

The transitional period is no more than 30 calendar days. During it, we provide reasonable assistance to the Customer and authorised third parties, continue the service with due care, identify known continuity risks within our responsibility, and maintain a high level of security. If switching within 30 days is technically unfeasible, we explain this within 14 working days after the request and specify an alternative transitional period of no more than seven months. The Customer may extend the transitional period once for a period appropriate to its purposes.

The affected contract ends after successful switching; for an erasure-only request, it ends after the notice period. Exportable data remain retrievable for at least 30 calendar days after the transitional period and are then fully erased unless statutory retention or a later agreed retrieval period applies. We impose no separate switching or data-transfer charge and no early-termination penalty. Regular fees accrue only until termination; prepaid fees for later periods are refunded pro rata.

Administrators can obtain the self-service export at any time as a commonly used, machine-readable UTF-8 JSON file. Format version 3 has the top-level structures listed below; timestamps use ISO 8601 and file contents are embedded as Base64. Public API v1 is the open interface for ongoing retrieval of the ticket data documented there. No particular harmonised standards or common specifications are currently used.

Excluded from the export are only data that cannot be safely transferred or serve the service’s internal function and security: password and API-token hashes; session, invitation, status and access secrets; mailbox credentials; webhook secrets; private source code and internal software components; internal idempotency, billing-operation, queue, abuse, security, monitoring and infrastructure logs; and Provider or infrastructure-partner backup and telemetry data. These exclusions protect access security, third-party rights and trade secrets and must not impede or delay switching. There are currently no independently usable Customer digital assets beyond the exportable content listed below.

The primary application and storage infrastructure is located in Frankfurt, Germany. Laravel Cloud and material infrastructure providers are additionally subject to United States jurisdiction, Hostinger as email provider to Cypriot jurisdiction, and Stripe for payment data particularly to Irish and, where applicable, United States law. Measures against incompatible third-country governmental access include tenant isolation, need-based access, transport and at-rest encryption under infrastructure-provider measures, contractual safeguards, legal review and, where required, challenge and restriction of official requests to the mandatory minimum. We notify the Customer where legally permitted. This section is also the current online register of export formats and switching information.

• tenant: account, plan, term, legal-acceptance, billing-address and tax-validation data.
• users, teams and invitations: users, roles, teams, custom privacy notices and invitation metadata without invitation tokens.
• response_snippets and knowledge_articles: response snippets and knowledge articles including content, language, visibility and timestamps.
• mailboxes: mailbox addresses, type, activation and verification status without credentials.
• tickets: ticket details, status, priority, category, assignment, messages, internal notes, email references and attachments including filename, type, size, checksum and content.
• api_tokens, webhook_endpoints and webhook_deliveries: safe token metadata without token value, webhook destinations without secret, and event, payload and delivery-status data.
• stripe_checkouts, stripe_subscriptions, stripe_invoices and stripe_plan_changes: checkout, subscription, invoice and plan-change data without checkout links or other access secrets.
• invoices: internal voucher data from the test payment provider, expressly marked as previews.

10. Rights and customer content

For the contract term, the customer receives a non-exclusive, non-transferable right to use the service as agreed. Software, trademark and documentation rights remain with us or our licensors.

The customer retains its content rights and grants only the permission required for performance. It warrants that content and instructions comply with law and third-party rights. Where responsible for third-party claims, the customer indemnifies us against reasonable claims and costs.

11. Warranty

We remedy reproducible defects within a reasonable time. Immaterial deviations, temporary maintenance and restrictions caused by customer systems or third parties are not defects. Customers must report defects promptly and reproducibly.

Guarantees, assured qualities and procurement risk are assumed only where expressly identified as such in text form.

12. Liability

We are liable without limitation for intent and gross negligence, culpable injury to life, body or health, under the German Product Liability Act, and within expressly assumed guarantees.

For ordinary negligence, we are liable only for breach of a material obligation essential to proper performance and on which the customer may regularly rely. Liability is limited to foreseeable, typical loss and in aggregate to the fees paid in the twelve months preceding the event. Where that cap would defeat the purpose of the contract in an individual case, the appropriate typical loss applies instead.

For ordinary negligence, we are not liable for indirect loss, lost profit, lost savings or data loss that reasonable customer exports would have prevented. These limits also benefit our staff and agents. Statutory burdens of proof remain unchanged.

13. Data protection and confidentiality

The parties comply with applicable data-protection law. Where we process personal data for the customer, the incorporated DPA and security measures apply.

Each party protects information marked or reasonably recognisable as confidential against unauthorised disclosure and uses it only to perform the contract. This excludes information demonstrably already known, lawfully obtained from third parties, independently developed or public, and disclosures required by law or authority. The obligation survives termination while a legitimate confidentiality interest remains.

14. Customer content and DSA procedure

We do not generally monitor Customer content and do not use algorithmic content moderation. If we become aware of allegedly illegal content or a breach of these Terms, we assess the specific matter carefully. Depending on its nature, severity, frequency and consequences, we may disable access to or remove specific content, temporarily restrict functions or accounts, or terminate the contract for cause. Mandatory statutory duties and official orders remain unaffected.

Notices may be submitted through https://1stlevel.tech/en/report-content or the DSA point of contact identified in the Legal Notice. They should identify the content or its exact location, explain the alleged illegality and include a statement that the information is complete and accurate to the best of the reporting person’s knowledge. Name and email are optional in the form; without electronic contact details, we cannot individually acknowledge receipt or communicate the decision. We acknowledge receipt electronically and notify the decision where legally required and permitted. Before taking adverse measures, we consider the rights and legitimate interests of all parties and provide the affected Customer with the material reasons and available remedies unless a statutory exception applies.

15. Amendments and final terms

We may amend these terms prospectively for an objective reason, including legal changes, security requirements or functional development. Material changes are notified in text form in due time. If the customer objects, either party may terminate at the effective date; price or core obligations are not changed by silence alone.

German law applies, excluding the CISG. Bonn is the exclusive venue where the customer is a merchant, public-law entity or special public-law fund. Individual agreements prevail. Invalid terms do not affect the remainder of the contract.