CampOne GmbH, Grondia
Annex 4 to the Order Form
1. Scope
1.1 This Support Policy forms part of the agreement between CampOne GmbH (“Grondia”) and the Customer named in the Order Form (the “Agreement”). It applies to every Customer with a paid subscription. Grondia is a brand of CampOne GmbH. Capitalised terms not defined here have the meaning given in the Grondia General Terms of Service (the “General Terms”).
1.2 Standard support is included in the subscription fees. It covers the Services as described in the Documentation: questions about use and configuration, faults and outages.
1.3 Support for pilots, trials and beta features is provided on a reasonable-efforts basis, without the targets in section 5.
2. Support channels
2.1 In-app support inbox (primary channel). Authorised Users open a ticket in the Grondia administration application. Tickets can carry screenshots and attachments and keep the full history. Requests should go through this channel where possible.
2.2 Email. Authorised Users may also write to support@grondia.com. An email creates a ticket.
2.3 Status page. Grondia publishes incidents and maintenance at https://status.campone.ch. The Customer can subscribe to updates there.
2.4 Documentation. Grondia makes its Documentation available online to Authorised Users.
2.5 Support is provided only through the channels in sections 2.1 and 2.2. Grondia does not provide support by telephone, through personal messaging accounts, through social media or through private phone numbers of Grondia staff.
2.6 Languages. Support is provided in German and English.
2.7 Guests. Grondia does not provide support to Guests. The Customer is the first point of contact for its Guests, including for bookings, payments, refunds and data protection requests. If a Guest contacts Grondia, Grondia refers the Guest to the Customer. Grondia forwards requests from Guests concerning their personal data to the Customer within 2 Business Days, as set out in the Data Processing Agreement.
3. Support hours
3.1 Support Hours. Standard support for all severities is available Monday to Friday, 08:00 to 18:00 Swiss time (Europe/Zurich), except public holidays in the Canton of Zurich (the “Support Hours”).
3.2 Severity 1 in the Season. During the Season (1 April to 31 October), Grondia also handles Severity 1 issues on Saturdays, Sundays and public holidays in the Canton of Zurich from 08:00 to 20:00 Swiss time. The Support Hours and these additional hours together are the “Severity 1 Hours”. Outside the Season, the Severity 1 Hours are the Support Hours.
3.3 Requests received outside the hours that apply to their severity are treated as received at the start of the next such hours.
4. Severity levels
4.1 The Customer proposes a severity when opening a ticket. Grondia may change the severity if the definition below is not met and tells the Customer why. The Customer may escalate a disagreement under section 8.
| Severity | Definition | Examples |
|---|---|---|
| Severity 1 (Critical) | The Grondia PMS, the booking engine or the channel manager cannot be used by all or most users; a fault stops a business-critical process and no workaround exists; or a security incident or loss of Customer Data is suspected | The administration application cannot be reached; Guests cannot complete bookings; the kiosk backend rejects all check-ins; bookings are visibly corrupted |
| Severity 2 (High) | A core function is materially impaired for the Customer and no reasonable workaround exists | The channel manager has stopped synchronising with a Channel; invoices cannot be issued; tourist tax or guest registration reports cannot be generated before a deadline; one kiosk fails because of a software fault |
| Severity 3 (Normal) | A non-critical function is impaired; a core function is impaired but a reasonable workaround exists; or the request is a question, a how-to request, a configuration request, a cosmetic issue or a feature request | A report shows a wrong column; an email template renders incorrectly; how to set up a seasonal rate; a request for a new export field |
4.2 A suspected personal data breach is always handled as Severity 1 and, in addition, under the incident notification rules of the Data Processing Agreement.
5. Response targets
5.1 First response means a reply from Grondia that confirms that Grondia has understood the issue and either asks for the information it needs or describes the next step. An automatic acknowledgement is not a first response.
5.2 Grondia aims to give a first response within the following times:
| Severity | First response target | Counted within |
|---|---|---|
| Severity 1 | 2 hours | Severity 1 Hours |
| Severity 2 | 1 Business Day | Support Hours |
| Severity 3 | 3 Business Days | Support Hours |
5.3 For a Severity 1 issue, Grondia works on the issue as its first priority during the Severity 1 Hours until a workaround or a fix is in place. Grondia updates the Customer at least every 2 hours during those hours, directly or through the status page where the issue affects several customers.
5.4 The targets in this section 5 are targets, not guarantees. Missing a target is not a breach of contract on its own and does not trigger Service Credits. Availability is governed by the Service Level Agreement.
5.5 Targets pause while Grondia waits for information or action from the Customer that it has requested.
6. How Grondia handles tickets
6.1 Access to the Customer’s account. To handle a request, Grondia staff may access the Customer’s account and data to the extent needed. Access is logged and governed by the Data Processing Agreement.
6.2 Automated and AI-assisted handling. Grondia uses automated tools, including AI systems, to classify tickets, analyse causes, propose fixes and draft replies. Replies that an AI system generated or helped to draft are labelled as AI-assisted. The Customer can ask at any time that a staff member handles its ticket. The providers of the AI systems used for ticket handling are listed as sub-processors under the Data Processing Agreement.
6.3 Personal data in tickets. The Customer includes in a ticket only the personal data needed to describe the issue. Screenshots and attachments may contain Guest Data. Grondia processes them as a processor under the Data Processing Agreement and keeps copies made for automated handling only as long as they are needed to handle the ticket.
6.4 Closing tickets. When Grondia considers a ticket resolved, it tells the Customer. A resolved ticket closes automatically after 7 days without a reply. A reply from the Customer reopens it.
7. Customer duties
The Customer:
(a) names up to 3 trained administrators as support contacts and keeps their details current;
(b) provides first-level support to its own staff and Guests;
(c) describes each issue as precisely as possible, including the steps to reproduce it, the affected bookings or records by reference number, screenshots, and the time it occurred;
(d) checks the status page before reporting an outage;
(e) reports Severity 1 issues through the in-app support inbox or by email with “Severity 1” in the subject line, and stays reachable while the issue is being handled;
(f) uses supported browsers, app versions and devices, and maintains its own internet access and on-site equipment;
(g) does not share login credentials, and gives Grondia access to third-party systems only through agreed, secure means;
(h) tests and confirms fixes when asked; and
(i) checks the configuration of settings that depend on local law, such as tourist tax rates, guest registration rules and price display, because Grondia configures the software but does not give legal or tax advice.
8. Escalation
8.1 If the Customer is not satisfied with how a ticket is handled, it may escalate the ticket by email to support@grondia.com with “Escalation” and the ticket number in the subject line.
8.2 The escalation states the ticket number, the reason for the escalation and the outcome the Customer seeks. A member of Grondia’s management reviews it and replies within 2 Business Days.
8.3 Disputes that remain unresolved after escalation are handled under the dispute resolution clause of the General Terms.
9. What standard support does not cover
9.1 Standard support does not include:
(a) on-site visits;
(b) repair or replacement of hardware, which is governed by the Hardware Terms;
(c) faults in third-party systems that Grondia does not operate, including the Customer’s previous software, online travel agencies, the Customer’s domain registrar and the Customer’s email provider;
(d) data entry, data clean-up and data migration;
(e) training beyond the onboarding training agreed in the Order Form or in a statement of work;
(f) custom development; and
(g) legal, tax or accounting advice.
9.2 Grondia may offer the services in section 9.1 as professional services under a statement of work, at the rates stated in the Order Form.
10. Changes to this Support Policy
10.1 Grondia may change this Support Policy only under the procedure for changes set out in the General Terms.
10.2 A change that materially reduces the support hours or the response targets takes effect at the earliest at the start of the next Renewal Term and never during the Season.