Technical & legal information on knowtion
- Is knowtion a cloud solution?
Yes. knowtion runs as a SaaS solution in the cloud (hosted in Germany). The latest version is available at all times during the contract term - including regular updates and further developments.
- Where is the system hosted overall?
knowtion is hosted on servers of the company Hetzner Online GmbH in Germany.
- Where does AI data processing take place?
AI processing takes place via Microsoft Azure OpenAI Services in the European cloud on European servers.
- Which AI is connected?
knowtion uses the GPT language model via Microsoft Azure OpenAI Services.
- What data is transmitted to the AI?
Depending on the feature, the following are processed:
- Learning objective generation: Information from the guided setup and uploaded subject information
- Content generation: Information from the guided setup, didactic context of individual pages and uploaded subject information
- Chatbot: Chat messages entered by the user
- Translation: All text content of the training course to be translated
- Text-to-speech: Text content entered by the user
No personal or user-related data is processed.
- Is entered data used to train the language model?
No. The data entered is not used to train the language model, but is only processed to output a suitable answer.
- Is there documentation on AI data processing?
Yes, there is documentation on data processing and further information on data protection and security in the context of Microsoft Azure OpenAI Services:
- Is there a permanent contact person?
Yes, Customer Success Management supports the collaboration and is available as a fixed point of contact.
- How does technical support work?
Technical queries can be sent directly to the support team.
A defined support contingent is available depending on the scope of the license. This currently comprises between 2 hours (single license) and 12 hours (e.g. for a 10-user license).
Reported bugs are processed and rectified independently of the support quota within the framework of the agreed SLA regulations.
- What happens when our support contingent is used up?
If the included support contingent is exhausted, additional support hours can be booked in the form of extension packages.
- Does a reported bug affect our support contingent?
No.
Reported bugs are processed as part of the agreed fault management and do not count towards the support quota.
Faults are categorized according to their severity (e.g. serious, significant or insignificant). Defined response times apply to serious and significant faults in accordance with the SLA.
Minor faults are generally rectified as part of regular updates.
The specific regulations on response times and fault categories are set out in the respective offer or contract.
- Which SLAs apply (uptime, response times, etc.)?
The Service Level Agreements (SLA) are part of the respective contract.
Among other things, they include regulations on system availability (uptime), response times for reported faults and how to deal with different fault categories.
The specific values and deadlines depend on the agreed service design and are described in detail in the offer or contract.
- How long is the minimum term?
The minimum contractual term is 12 months.
- Is a contract for order processing (AVV) concluded?
Yes, a data processing agreement (DPA) is provided for the use of knowtion as a cloud solution. Among other things, this documents the technical and organizational measures (TOMs) for data security.
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