1. Scope of the Service Level Agreement

    1. This document describes the standard level of service rendered by Avira or its affiliated entities within the meaning of § 15 of the German Stock Corporation Act (AktG) for Customers of Avira Managed Email Security Services, including performance criteria, availability of services, action to be taken in cases of a service failure and response and repair times.
    2. This Service Level Agreement set out below (hereinafter referred to as "SLA") shall apply to all license agreements between Avira Operations GmbH & Co. KG, Kaplaneiweg 1, 88069 Tettnang, Germany (hereinafter referred to as “Avira”) and its Customers concerning the delivery of its Managed Email Security Services, in particular, the provision of Managed Services.
    3. Avira reserves the right to change, update, amend or modify this SLA at any time. Such changes will be transmitted to the Customer in writing (email will be sufficient). The Customer may object to the notified changes. If the Customer does not object to notified changes or any part thereof within four (4) weeks after receipt of the notification (hereinafter referred to as "Objection Period"), the notified changes are considered to be accepted unequivocally by the Customer. If the Customer objects to the notified changes within the Objection Period, the agreement will continue on the present Terms. Objections, notifications and other notices by the Customer to Avira shall be sent to the address at the end of this SLA.
  2. Objective and additional Definitions

    For all capitalized terms not defined below, the definitions of the Terms and Conditions of Avira apply.

    1. Email Scanning time - means the processing time of an email in the scanning process of Avira. It does not cover delivery times from and to Avira systems.
    2. False positive - means a wrong classification of a legitimate email message as spam or Malware by scanning techniques and, as a result, interfering with its delivery.
    3. Known Malware - means malware which is detectable with existing anti-virus software signatures known to the anti-virus software used as part of the Service.
    4. MyAccount - means web interface enabling the Customer to access and configure the Services with the aid of a Login.
    5. Office hours - means the hours from Monday to Friday between 8:00 AM and 5:00 PM, with the exclusion of official nationwide bank holidays in Germany. All times indicated are CET (GMT +1).
    6. Open relay - means an incorrectly configured email server enabling third parties to abuse this server.
    7. Repair time - means the time within Office hours measured by Avira between Avira receiving a notification of a failure by Customer and recovery of the Service by Avira.
    8. Scheduled maintenance - means maintenance work performed by Avira or its subcontractors to its own network, data center, servers and resources.
    9. Service Availability - means the amount of time expressed as a percentage during which the Service is available for the Customer over a defined period.
    10. Service failure - means an interruption of the delivery of Services and Deliverables excluding Scheduled maintenance.
    11. Spam filtering - means a security measure that helps to reduce the amount spam that enters the email system.
  3. Service levels

    The Managed Email Security Services shall generally perform to the levels as set forth below:

    Service Availability (per year)99,9%
    Email scanning time (of average email size)3 seconds
    Spam filtering 99,9%*
    Malware detection100% of Known Malware
    False positive rate0,00001%*
    Repair timeAccording to severity levels as noted in clause 7 below
    * use of default settings
  4. Communication

    Customers can communicate with the Avira Support via E-mail to support@avira.com or telephone during Office hours:

    0049/(0)1805/2684847 (14 cents a minute from a German landline. Max. 42 Cents a minute for calls from the German mobile network.)
  5. Maintenance

    1. Scheduled maintenance resulting in an interruption of Service lasting longer than 5 minutes will be reported to the Customer by email at least 48 hours prior to Scheduled maintenance by indicating the following:
      1. time of maintenance
      2. estimated interruption length (in time) and
      3. estimated severity level of interruption.
    2. To the extent possible, Scheduled maintenance resulting in an interruption of Service lasting longer than 5 minutes will be conducted between 7:30 PM and 7:00 AM.
  6. Service failure and reporting process

    1. The Customer will immediately notify Avira of a Service failure and Avira will inform the Customer in return about the nature of the Service failure and the estimated repair time.
    2. The Customer is required to provide all reasonable and necessary assistance needed to restore the Service.
    3. Avira will inform the Customer as soon as possible if the failure has no relation to the Services provided by Avira.
    4. Avira will notify the Customer once the Service failure has been remedied.
  7. Repair time and Service failure classes

    Avira will endeavour to remedy the failure as soon as possible according to the protocol as outlined in the table below.

    Severity 1 Critical errorCritical Major Service failure which completely interrupts the Service. 95% of all reported incidents will be resolved within 2 Office hours
    Severity 2Significant errorSubstantial Service failures severely interrupting the Service or leading to major delays.85% of all reported incidents will be resolved within 4 Office hours
    Severity 3Moderate errorStandard Service failures with no or negligible influence on email scanning and delivery.75% of all Service failures will be resolved within 8 Office hours
    Severity 4 Minor errorRequests for information with reference to Services.65% of all reported incidents will be resolved within 8 Office hours
  8. Data Privacy

    1. Avira and the Customer undertake to comply with data protection laws.
    2. If necessary, a separate agreement is concluded on commissioned data processing.
  9. Exclusion

    1. This SLA does not apply in the following cases:
      1. Scheduled maintenance
      2. the failure is related to services which are not functions of the Managed Service
      3. the failure occurs due to incorrect use or mismanagement by the Customer, including, without limitation, an “open relay”; or
      4. the failure is caused by deliberate actions or omissions of the Customer or third parties.
Important: Your current Windows version is outdated and no longer supported.
For your security, we recommend switching to Windows 10 before downloading Avira software.
Update your Windows version here.
Wichtig: Ihre Windows-Version ist veraltet und wird nicht mehr unterstützt.
Zu Ihrer Sicherheit empfehlen wir Ihnen den Wechsel zu Windows 10 vor dem Download unserer Software.
Hier können Sie Ihr Windows aktualisieren.
Important: Votre version actuelle de Windows est obsolète et n’est plus prise en charge.
Pour votre sécurité, nous vous conseillons de passer à Windows 10 avant de télécharger le logiciel Avira.
Mettez à jour votre version de Windows ici.
Importante: Tu versión actual de Windows está desactualizada y ya no es compatible.
Por tu seguridad, te recomendamos que instales Windows 10 antes de descargar la solución de Avira.
Actualiza aquí tu versión de Windows.
Importante: La tua attuale versione di Windows è obsoleta e non è più supportata.
Per la tua sicurezza, ti consigliamo di passare a Windows 10 prima di scaricare i software Avira.
Aggiorna la tua versione di Windows qui.
Importante: Sua versão atual do Windows está desatualizada e não tem mais suporte.
Para sua segurança, recomendamos que troque para o Windows 10 antes de baixar o software da Avira.
Atualize sua versão do Windows aqui.
Важно: ваша версия Windows устарела и больше не поддерживается.
Из соображений безопасности перед загрузкой ПО Avira мы рекомендуем перейти на Windows 10.
Обновить Windows вы можете здесь.
Belangrijk: Uw huidige versie van Windows is verouderd en wordt niet meer ondersteund.
Voor uw veiligheid adviseren wij u om over te stappen op Windows 10 voordat u de Avira-software downloadt.
Update uw Windows-versie hier.
Önemli: Kullanmakta olduğunuz Windows sürümü eski ve artık desteklenmiyor.
Güvenliğiniz için Avira yazılımını indirmeden önce Windows 10 sürümüne yükseltmenizi öneririz.
Windows sürümünü buradan güncelleyin.
重要 : 現在お使いの Windows バージョンは古いため、サポートされなくなりました。
安全のため、Avira ソフトウェアをダウンロードする前に Windows 10 に切り替えることをお勧めします。
こちらより Windows バージョンをアップデートしてください
重要信息 : 您当前的 Windows 版本已过时,并且不再受支持。
为了安全起见,我们建议您在下载 Avira 软件之前切换到 Windows 10。
在此升级您的 Windows 版本
重要資訊 : 您當前的 Windows 版本已過時,並且不再受支援。
為了安全起見,我們建議您在下載 Avira 軟體之前切換到 Windows 10。
在此升級您的 Windows 版本