General Terms and Conditions for Support and Services

General Terms and Conditions for Support and Services will become effective as from January 4, 2021.

We have used the year 2020 to further develop our services and support in terms of content and digital availability to be able to continue to offer you high-quality and modern services in the future.

More knowledge & self-service – the integrated new knowledge base in the AEB Help Center
Get help quickly and directly – the new help menu in your application
Contact AEB more easily – enter tickets directly in the application
Keep an overview conveniently – information relevant to the operation of your AEB applications

You have probably already discovered and perhaps used one or the other of the new features in the applications you use or on AEB's websites.

More information will be released and made available to you in the coming weeks and months.

This means that we will also continue adapting our General Terms and Conditions for Support and Services to these developments. These are the key changes:

• International consistency – we have consolidated the various terms and conditions for support and services internationally.
• Shorter response times – for the Incident request type, we now have four priorities (critical, high, medium, and low) with response times adjusted accordingly.
• A new reporting channel – ticket entry via the AEB Help Center with integrated knowledge base.
  Take a look and see for yourself.

General Terms and Conditions for Support and Services, version 3.0 valid as from April 1, 2021