General terms and conditions

This English version is an informative translation. In case of any discrepancy, the Slovak original is legally binding.

These general terms and conditions (the "Terms") govern the services that AWIS group, s. r. o. provides to businesses and companies – IT management, IT projects, hardware and websites. They apply from 18 October 2026.

Art. 1 Introductory provisions

1. These Terms are issued by AWIS group, s. r. o., with its registered office at Závodská cesta 2945/38, 010 01 Žilina, Slovakia, Company ID (IČO) 45 971 943, Tax ID (DIČ) 2023163560, VAT ID SK2023163560, registered in the Commercial Register of the District Court Žilina, section Sro, file No. 62487/L (the "Provider").
2. These Terms govern the rights and obligations of the Provider and its clients in the provision of IT services, the supply of hardware and software and the creation of websites.
3. These Terms apply only to businesses and legal entities (B2B). Relationships are governed by Slovak Act No. 513/1991 Coll., the Commercial Code.
4. These Terms form part of every contract and order. Where a contract or a confirmed quote deviates from these Terms, the contract or quote takes precedence.
5. The client's own terms and conditions apply only if the Provider agrees to them in writing.

Art. 2 Definitions

• Client – a business or legal entity that concludes a contract with the Provider.
• Contract – a service contract, a confirmed order or an accepted quote.
• IT management – an ongoing service for a monthly flat fee within the scope of the chosen package.
• Package – START, BIZNIS or PRO; it determines the monthly price, the hours of work and on-site visits included and the range of services according to the price list.
• Included hours – technician working time included in the package, used for both remote and on-site work.
• On-site visit – a technician's visit to the client.
• Digital services – management of email, Microsoft 365 or Google accounts, domains, hosting, the website, licences and cloud within the scope of the package.
• Additional work – work beyond the hours included in the package or outside its scope.
• Working days and hours – Monday to Friday except public holidays, 8:00 – 17:00.
• Incident – an outage or fault that prevents the client from working normally.

Art. 3 Subject and scope of services

1. The Provider provides in particular: IT management, IT audits, cloud solutions and migrations, AI solutions, the supply and deployment of hardware and software, and the creation and management of websites.
2. IT management is provided in three packages – START, BIZNIS and PRO. Each package includes:
   • a monthly number of working hours that can be used remotely and on site,
   • remote user support with no limit on the number of requests,
   • monitoring and updates of devices,
   • management of antivirus, access and user accounts, and backup checks,
   • digital services within the scope of the package,
   • a hardware register and a replacement plan.
3. The price, number of hours and on-site visits and the range of services of each package are set out in the price list (Annex 1).
4. The package does not include: projects and migrations, data recovery after an incident caused by the client, licences, hardware and third-party services. These and work beyond the package hours are charged according to Art. 5.
5. Projects (e.g. a cloud migration, a new website) are carried out on the basis of a separate quote stating the scope, deadline and price.
6. An IT audit is a one-off service. Its scope and length depend on the size of the IT infrastructure, and the Provider announces the price in advance.

Art. 4 Order and conclusion of the contract

1. The contract is concluded by signing a contract, by the Provider's written (including email) confirmation of an order or by the client's acceptance of a quote.
2. A quote is valid for 30 days unless stated otherwise.
3. For IT management, the contract states the chosen package. The client may change the package by email; the new package applies from the following calendar month.
4. The start of management is preceded by onboarding: mapping devices, accounts and access, installing monitoring, checking backups with one restore test, enabling two-factor sign-in and handing over documentation. Onboarding is charged once according to the price list; with annual payment it is free. If we discover a bigger problem during onboarding (e.g. non-functional backups or a server at the end of its life), we offer its solution separately in advance.

Art. 5 Price and payment terms

1. Prices are determined by the current price list or a quote. All prices are exclusive of VAT.
2. Package prices, hourly rates and on-site visits are set out in the price list (Annex 1), which is also published on www.awis.sk.
3. Included hours are used in started 15-minute increments, for both remote and on-site work. Travel time is not counted.
4. Unused hours are not carried over to the next month.
5. Work beyond the package hours is charged at the package hourly rate. The Provider agrees work exceeding 2 hours with the client in advance.
6. Work outside working hours, at weekends and on public holidays is charged with a 50% surcharge.
7. Travel within Žilina, Dubnica nad Váhom and Bratislava is included in the on-site visit price. Outside these areas €0.45/km is charged.
8. The flat fee is invoiced monthly in advance, or with annual payment in one sum for 12 months in advance with a discount according to the price list. Additional work, on-site visits beyond the package and goods supplied are invoiced monthly in arrears on the basis of a work report.
9. Invoices are due 14 days from issue. The client agrees to receive electronic invoices by email.
10. In the event of late payment, the Provider is entitled to default interest under the Commercial Code. If payment is more than 30 days late, the Provider may, after prior notice, suspend services except data backup.
11. Once a year the Provider may adjust prices by no more than the previous year's inflation rate according to the Statistical Office of the Slovak Republic. The Provider notifies the client of the change at least 30 days in advance.
12. Hardware, licences and third-party services are charged according to the quote. For larger orders the Provider may require an advance payment.

Art. 6 Service levels and response times

1. The client reports requests by email to office@awis.sk or by phone; critical incidents always by phone as well.
2. The response time is the time from reporting to the start of work on the request. It applies during working hours and depends on the package (see the table below).
3. The response time is not a guarantee of resolution within that time. The Provider proceeds without undue delay and keeps the client informed.
4. Out-of-hours emergency cover is provided only on the basis of a separate agreement.
5. Scheduled updates and maintenance take place outside the client's working hours where possible.

Art. 7 Client cooperation

1. The client provides the Provider with the necessary access, information and physical access to devices.
2. The client appoints a contact person authorised to submit requests and approve additional work.
3. The client notifies the Provider without undue delay of changes affecting IT (new employees, departures, new devices).
4. The client will not interfere with the settings of servers, the network and backups without agreement with the Provider.
5. If the client fails to cooperate, deadlines are extended by the period of delay and the Provider is not liable for the consequences.

Art. 8 Access, security and confidentiality

1. The Provider keeps the client's access credentials in an encrypted password manager and uses them only to perform the contract.
2. Administrator access remains the client's property. The Provider hands it over to the client at any time on request.
3. Both parties keep the other party's confidential information confidential for the duration of the contract and for 3 years after it ends.
4. The Provider may name the client as a reference (name and logo) unless the client notifies it in writing that it does not agree.

Art. 9 Personal data protection

1. Where the Provider processes personal data for which the client is the controller while providing services, it acts as a processor under Art. 28 GDPR. The parties conclude a data processing agreement for this purpose.
2. The Provider processes the personal data of the client's contact persons as a controller for the purpose of performing the contract. Details are on the Privacy policy page.

Art. 10 Liability for damage

1. The Provider is liable for damage caused by a breach of its obligations under the Commercial Code.
2. Total compensation for damage in a calendar year is limited to the amount the client paid the Provider over the last 12 months. The limitation does not apply to damage caused intentionally or through gross negligence.
3. The Provider is not liable for lost profit or for damage caused by:
   • outages of third-party services (internet, cloud, software suppliers),
   • interference with the systems by the client or third parties,
   • failure to cooperate or failure to implement the Provider's recommendations,
   • force majeure.
4. The Provider is responsible for backups to the extent agreed in the contract. The client acknowledges that no backup can guarantee 100% data recovery.

Art. 11 Third-party licences and hardware

1. Licences (e.g. Microsoft 365, antivirus) are governed by their manufacturers' terms. The Provider arranges them but is not their manufacturer.
2. Hardware is covered by the manufacturer's or distributor's warranty. The Provider helps with arranging warranty repairs; additional work is charged according to the price list.
3. Ownership of goods passes to the client upon full payment of the price.
4. Copyright in custom-built websites and applications is governed by the contract or quote. Unless stated otherwise, the client obtains an unlimited licence to use them upon payment of the price.

Art. 12 Duration and termination of the contract

1. An IT management contract is concluded for an indefinite period, with no minimum commitment.
2. Either party may terminate it without giving a reason. The notice period is 1 month and begins on the first day of the month following delivery of the notice. With annual payment, the contract ends upon notice at the end of the paid annual period and the flat fee paid is not refunded.
3. A party may withdraw from the contract if the other party materially breaches its obligations, in particular if payment is more than 60 days late.
4. After the contract ends, the Provider hands over access, documentation and backups to the client or a new supplier within 10 working days. A standard handover is included in the price; more extensive cooperation is charged according to the price list.

Art. 13 Complaints

1. The client reports defects in services by email without undue delay, no later than 30 days after discovering them.
2. The Provider responds to a complaint within 5 working days. It remedies a justified defect free of charge or reduces the price appropriately.
3. Complaints about third-party hardware and software are governed by their manufacturers' terms and Art. 11.

Art. 14 Final provisions

1. Relationships not governed by the contract or these Terms are governed by the Commercial Code and the laws of the Slovak Republic.
2. Communication by email is considered written unless the law requires another form.
3. The Provider may change these Terms. It notifies the client of a change at least 30 days in advance; if the client does not agree, it may terminate the contract under Art. 12.
4. If any provision proves invalid, the remaining provisions remain in force.
5. These Terms are published on www.awis.sk and take effect on 18 October 2026.

Annex 1 – IT management price list

Prices exclude VAT. With annual payment you pay for 10 months (2 months free). Promotion: when ordering the BIZNIS package by 31 December 2026, a 20% discount for the first 12 months – €335 a month or €3,350 for the first year with annual payment; after that the regular price applies.

Response times by package are in Art. 6. Travel outside Žilina, Dubnica nad Váhom and Bratislava: €0.45/km. Out-of-hours surcharge: +50%.