CONTENTS:

E. Supplementary Terms Enterprise Support

Translated from German

Redmine Managed Application Hosting

As of: February 2026 · Applies to all customers with a booked Enterprise Support Package

1 Scope

These supplementary terms conclusively govern the rights and obligations in connection with the Redmine Enterprise Support Package provided by AlphaNodes GmbH (hereinafter “AlphaNodes”). They apply exclusively to customers who operate an active Redmine Managed Application Hosting with AlphaNodes and have additionally booked an Enterprise Support Package.

This offering is directed exclusively at companies, traders, freelancers, and public institutions within the meaning of § 14 BGB (German Civil Code).

2 Subject Matter

The Enterprise Support Package includes the following services:

  • Fixed monthly support hour contingent (5, 10, or 20 hours) for use by all team members authorized by the customer.
  • Support exclusively via ticket system through the AlphaNodes customer portal.
  • Access to the currently available Premium Plugins included in the Enterprise Support Package for the duration of the contractual relationship. The applicable plugin overview is available on the AlphaNodes product page (alphanodes.com) and may be extended by AlphaNodes at any time to include additional plugins. At the time these terms were created, the package includes, among others: SAML SSO Plugin, Time Logger Plugin, Mentions Plugin, Collapse Closed Issues Plugin, and Redmine AI Plugin.
  • Ongoing maintenance and compatibility updates for the included Premium Plugins by AlphaNodes.

3 Hour Contingent & Billing

3.1 Use of the Contingent

The monthly hour contingent is available to all team members authorized by the customer. Authorized persons are to be named and managed by the customer at their own responsibility.

3.2 Billing Increments

Support hours are billed based on actual effort. Minimum recording unit: 30 minutes. Thereafter, billing occurs in 15-minute increments. This includes all time during which a support employee is actively working on resolving a request or processing follow-up questions.

3.3 Exceeding the Contingent

If the monthly hour contingent is exhausted, additional support services will be billed at AlphaNodes’ applicable hourly rate after prior notification to the customer.

3.4 Expiry of Unused Hours

Unused hours expire at the end of each month. Carryover to subsequent months or compensation for unused hours is excluded.

3.5 Extensive Services

Services that are expected to significantly exceed the scope of the booked monthly contingent (e.g., workshops, migrations, system analyses) will be billed separately on a quote basis outside of the contingent.

4 Plugin Usage Rights & Use After Contract Termination

4.1 License Basis

The Premium Plugins included in the Enterprise Support Package are based on the open-source project Redmine, which is licensed under the GNU General Public License v2 (GPL). To the extent that individual plugin components are subject to this or a compatible open-source license, the respective license terms take precedence. Active transfer of source code by AlphaNodes to the customer does not occur.

4.2 Source Code Access

Source code access depends on the chosen hosting option:

  • InHouse Hosting (server at the customer’s premises): Since the plugins are operated on the customer’s own infrastructure, the customer can technically access the source code of the installed plugin versions. This follows from the terms of the GPL.
  • Cloud Hosting (server operated by AlphaNodes): The plugins run exclusively on infrastructure operated by AlphaNodes. Direct access to the server or the source code of the plugins is not technically provided.

4.3 Use After Contract Termination

The plugins included in the Enterprise Support Package are available exclusively for the duration of an active contractual relationship. Upon the effective date of termination, the included plugins must be removed from the Redmine instance. This applies to both hosting options:

  • Cloud Hosting (server operated by AlphaNodes): Removal is carried out by AlphaNodes as part of the regular contract processing.
  • InHouse Hosting (server at the customer’s premises): Removal of the plugins is a prerequisite for the continuation of hosting and maintenance services by AlphaNodes.

Upon contract termination, the entitlement to support, updates, documentation, and all other services of the Enterprise Support Package ceases completely and without replacement.

4.4 Permitted Plugins & Ongoing Maintenance Authorization

In the Redmine environment managed by AlphaNodes, only plugins provided and approved by AlphaNodes may be used for functional areas covered by an AlphaNodes Premium Plugin. The use of alternative solutions – whether publicly available community plugins, self-developed extensions, or those obtained from third parties – is not permitted in these areas. This applies to all plugins included in the package as well as any future AlphaNodes Premium Plugins added, and applies to both Cloud and InHouse Hosting customers for as long as AlphaNodes holds maintenance responsibility.

Furthermore, AlphaNodes is generally entitled, within the scope of its monthly maintenance activities, to uninstall plugins – regardless of their origin – if they are no longer actively maintained or if they pose a risk to the security or compatibility of the overall system.

4.5 Rationale

This policy applies uniformly to all Premium Plugin areas and is based on the following reasons:

  • System Stability & Maintainability: Community plugins or third-party solutions are maintained irregularly and are often not designed for new Redmine versions or changed plugin dependencies. AlphaNodes cannot accept responsibility for compatibility issues arising from the use of such plugins.
  • Integration: The AlphaNodes Premium Plugins are specifically tailored to each other and to the entire plugin landscape (including Reporting, Automation, HRM, ServiceDesk). Third-party plugins are not familiar with these structures and may cause unforeseen interactions.
  • Data Protection & Compliance: Unvetted plugins offer no guarantee that project data, issue content, or user data is processed securely. This is unacceptable for enterprise customers with data protection or compliance requirements (e.g., GDPR, ISO 27001).
  • Support Capability: When unapproved plugins are in use, AlphaNodes cannot guarantee reliable error analysis and troubleshooting. Unknown third-party components significantly complicate root cause analysis and cause unnecessary effort at the customer’s expense.

Should a customer expressly wish to use an alternative plugin, this is only possible outside of AlphaNodes’ maintenance responsibility and on the basis of a separate written agreement. In this case, AlphaNodes assumes no liability or support obligation for issues arising in connection with the respective plugin.

5 Minimum Term & Termination

The Enterprise Support Package has a minimum term of six (6) months from the booking date. After expiry of the minimum term, the contract automatically renews on a monthly basis and may be terminated with four (4) weeks’ notice to the end of a calendar month.

Termination requires text form (email is sufficient) and must be submitted via the AlphaNodes customer portal or by email to the responsible contact person.

Upon the effective date of termination, any remaining hour contingent expires. Outstanding invoices for services already rendered remain due upon termination and must be settled within the agreed payment period.

The right to extraordinary termination for good cause remains unaffected. Good cause exists in particular if the customer breaches material obligations under these terms or if the underlying Managed Hosting Package ends.

6 Prerequisite & Dependency

The Enterprise Support Package requires an active Redmine Managed Application Hosting Package with AlphaNodes. If the hosting package ends – for whatever reason – the Enterprise Support contract also ends simultaneously and automatically, without the need for separate termination notice. In this case, already paid, unused portions of the current billing month will be refunded on a pro-rata basis.

7 Liability

AlphaNodes is liable without limitation for damages arising from intentional or grossly negligent conduct. In cases of simple negligence, AlphaNodes is only liable for breaches of material contractual obligations (cardinal obligations), and then only up to the foreseeable, contract-typical damage.

AlphaNodes does not warrant that all support requests can be fully resolved within the booked hour contingent. There is no entitlement to a specific result (success); the support service is a service obligation.

8 Final Provisions

AlphaNodes reserves the right to amend these supplementary terms at any time. Amendments will be communicated to the customer in text form (email) at least four (4) weeks before they take effect. If the customer does not object to the amended terms within this period, they are deemed accepted. This consequence will be expressly pointed out in the amendment notice. In the event of an objection, AlphaNodes is entitled to terminate the contractual relationship as of the date the amendments take effect.

The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). The place of jurisdiction for all disputes arising from or in connection with this contract is Munich, provided the customer is a merchant, a legal entity under public law, or a special fund under public law.

Should individual provisions of these supplementary terms be or become invalid, the validity of the remaining provisions shall remain unaffected. The invalid provision shall be replaced by a valid one that comes as close as possible to the economic purpose of the invalid provision.

No verbal collateral agreements exist. Amendments and additions to these terms require text form.

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