MENSCH limited warranty

One-year warranty for digital solutions and services. Version 1.3 · Effective from 16.08.2026 · Initial version: 6 October 2016.

Our commitment to quality

A digital solution should be reliable, secure, and ready to support the business it was built for. Our responsibility does not end at delivery. Therefore MENSCH provides a limited one-year warranty on solutions it develops, adapts, and implements, in accordance with the agreed project scope. During the warranty period we remedy confirmed defects that result from our work, without additional charge. We provide clients with a clear way to report problems, expert assessment, and appropriate technical support. The aim of this warranty is for every delivered solution to continue to function in line with its purpose and agreed specifications.

1. Subject and scope

This limited warranty applies to digital solutions and services that MENSCH directly develops, configures, or implements. The warranty may cover:

• MenschOS: the platform, modules, and functionality developed or adapted for the client's needs.
• Websites: presentation, corporate, informational, and other websites.
• Web applications: business systems, user portals, administrative panels, and specialised software solutions.
• Mobile applications: applications developed for iOS, Android, and other agreed platforms.
• E-commerce: systems for sales, reservations, ordering, and transaction management.
• Integrations: connection with external services, databases, API systems, and business tools.
• Automation: digitisation and automation of business processes.
• Design and digital materials: user interface elements, graphics, and other digital materials produced and delivered by MENSCH under the contract. The warranty applies to the specifically delivered solution and its agreed scope. If an individual contract, offer, or service level agreement (SLA) provides different terms, the provisions of those documents apply, to the extent permitted by law.

2. Warranty period

The standard warranty period lasts 12 months (365 days) from the date of handover, i.e. acceptance of the solution by the client. If phased go-live is agreed, the warranty period for individual phases or modules may start with their separate acceptance. If the solution begins to be used in a production environment before formal handover, the start of the warranty period is determined according to the contract or written agreement of the parties. Remedy of a defect during the warranty period does not start a new one-year warranty period for the entire solution, unless otherwise agreed or prescribed by law. Rights the client has under mandatory statutory provisions remain unchanged.

3. What the warranty covers

The warranty covers confirmed technical defects in parts of the solution that MENSCH developed or implemented, provided the defects can be attributed to our work.

3.1. Software errors

Remedy of errors in source code, business logic, and implemented functionality that cause deviation from the agreed specification.

3.2. System functionality

Remedy of defects that prevent proper operation of agreed functions, including forms, user accounts, administrative panels, search, filtering, reservations, data processing, and other implemented functionality.

3.3. Databases

Correction of errors in structure, queries, and data processing when they result from implementation performed by MENSCH.

3.4. User interface

Correction of deviations from approved design and agreed functionality on supported devices, resolutions, operating systems, and browsers.

3.5. Integrations

Remedy of errors in integrations developed by MENSCH, provided external services, API interfaces, and their specifications have not changed in a way that requires additional development.

3.6. Security defects

Remedy of confirmed security vulnerabilities arising from code or configuration for which MENSCH is responsible, within the agreed solution.

3.7. Performance

Remedy of technical defects that prevent achieving expressly agreed performance, assuming agreed infrastructure and load conditions are met.

3.8. Digital materials

Correction of technical errors in graphic elements, documents, and other digital materials that MENSCH produced independently within the agreed scope.

4. MenschOS and continuous platform development

MenschOS is a modular software platform that develops and improves over time. The warranty for MenschOS covers agreed functionality and modules available to the client at the time of delivery or activation. Regular platform improvements may include optimisations, security fixes, user experience improvements, and new capabilities. Availability of those improvements depends on licence type, subscription, agreed package, and technical compatibility. The warranty is not a right to all future functionality, modules, versions, or commercial products of MenschOS. New functionality, additional modules, capacity expansion, adaptation of business processes, and integrations that were not part of the initial contract represent additional services. For solutions that use shared platform infrastructure, MENSCH may apply centralised technical and security fixes in accordance with the contract.

5. Web and mobile applications

The warranty on applications relates to functionality, compatibility, and technical characteristics defined in accepted project documentation. It does not cover automatic adaptation to all future versions of operating systems, browsers, devices, development environments, or rules of distribution platforms. Changes introduced by Apple, Google, Microsoft, or other manufacturers and service providers may require additional development. MENSCH does not guarantee acceptance, permanent availability, or uninterrupted distribution of an application through app stores when the decision depends on an independent service provider.

6. Hosting, infrastructure, and managed services

Hosting, infrastructure, monitoring, backups, and server administration are separate services whose scope is determined by contract or active package. When MENSCH directly manages infrastructure, it is responsible for agreed administrative activities within the limits of its authorisation. When infrastructure is provided by a third party, its availability, performance, and technical limitations are subject to the terms of the relevant service provider. Depending on the agreed package, managed services may include:

• administration of servers and application environment;
• technical and security monitoring;
• installation of relevant patches;
• creation and verification of backups;
• management of available infrastructure resources;
• response to technical and security incidents;
• system recovery after an incident. None of the listed activities is automatically included in the one-year warranty unless specifically agreed. Availability of backups, retention period, frequency of creation, and recovery options are determined according to the active service. The warranty is not a promise of uninterrupted system availability or complete prevention of cyber attacks.

7. Technical support and response time

During the warranty period the client may report a problem through official support channels. MENSCH aims to provide a first response to a properly submitted warranty request within 24 business hours, unless a different deadline is defined in the contract or SLA document. The first response means acknowledgement of receipt, initial assessment, or a request for additional information. It is not a guaranteed deadline for resolving the problem. Requests are classified by severity and impact on business. | Priority | Description | | Critical | Complete unavailability of a key agreed function or a serious security incident | | High | Significant disruption without an acceptable temporary workaround | | Medium | Partial problem with ability to continue work | | Low | Minor technical defect without significant impact on business | Priority affects the order of handling requests; specific reaction and resolution deadlines are determined by contract or SLA document. Support outside standard working hours, on-call duty, and guaranteed 24/7 availability are provided only when specifically agreed.

8. What is not covered by the warranty

The warranty does not cover the following activities and circumstances, unless otherwise agreed or unless MENSCH's liability arises from mandatory statutory provisions.

8.1. New requirements and changes

Adding new functionality, changing business rules, redesign, system expansion, additional integrations, and other requirements that are not part of the accepted specification.

8.2. Routine content management

Adding and editing texts, photos, products, documents, user accounts, and other content the client can administer independently.

8.3. Third-party systems

Errors, outages, and limitations of external services, including payment systems, API providers, hosting companies, domain registrars, and other independent services.

8.4. Unauthorised changes

Problems caused by changes to source code, configuration, database, or infrastructure made by the client or third parties without MENSCH approval.

8.5. Improper use

Problems arising from use of the system contrary to documented instructions, purpose, or technical limitations.

8.6. External technology changes

Changes to operating systems, browsers, libraries, API interfaces, platform rules, and other technologies that require new implementation or additional adaptation.

8.7. Marketing and business results

SEO, digital advertising, search engine positioning, sales volume, number of visitors, conversions, and other commercial results, unless specifically agreed as measurable obligations.

8.8. Migrations and infrastructure changes

Moving the system, changing servers, domains, hosting providers, or architecture at the client's request.

8.9. Data recovery

Recovery of data lost due to actions of the client, third parties, or events outside MENSCH's responsibility, except to the extent of a specifically agreed backup and recovery service.

8.10. Legal and regulatory requirements

Subsequent adaptation to new laws, regulations, industry standards, or regulatory requirements that were not part of the agreed scope.

9. Client obligations

For proper functioning of the solution and efficient support, the client is responsible for:

1. Providing accurate and complete information needed for project delivery.
2. Timely acceptance or reporting of defects in delivered functionality.
3. Proper use of the system and protection of their own access credentials.
4. Maintaining active licences, subscriptions, and other services under their responsibility.
5. Providing access needed for diagnosis and remedy of problems.
6. Informing MENSCH of significant system changes that may affect its operation.
7. Settling agreed financial obligations.
8. Lawfulness, accuracy, and appropriate usage rights of content and data they supply. The client must not unauthorisedly change systems managed by MENSCH when such changes could jeopardise security, stability, or integrity of other users.

10. Access changes and impact on the warranty

Changing passwords, user accounts, administrative privileges, or other access parameters alone does not automatically end the entire warranty. However, if such changes prevent provision of support or cause a technical problem, MENSCH may temporarily suspend handling of the specific request until necessary conditions are provided. Defects arising as a direct consequence of unauthorised changes are not covered by the warranty. The right to remedy other defects that result from MENSCH's work remains in force.

11. Procedure for reporting and resolving problems

The client reports a problem through the official support channel, with a description of the defect and available information needed to reproduce it. MENSCH then:

1. Records and reviews the report.
2. Assesses severity and impact of the problem.
3. Determines whether the problem falls within warranty scope.
4. Proposes an appropriate corrective measure.
5. Implements the fix or, when needed, a temporary solution.
6. Informs the client of the outcome. If it is established that the request is not covered by the warranty, the client is informed before additional chargeable activities are undertaken. MENSCH will not charge for additional work without appropriate client approval.

12. Security incidents and extraordinary circumstances

MENSCH treats reports relating to security and integrity of systems seriously. In an incident, priority is protection of data, limitation of damage, and restoration of safe system operation. If the incident results from a confirmed flaw in a solution for which MENSCH is responsible, the appropriate fix is covered by the warranty. If the incident stems from independent infrastructure, compromised accounts, actions of third parties, or other causes outside MENSCH's responsibility, recovery services may represent a separate engagement. Obligations to notify of personal data breaches are fulfilled in accordance with applicable laws and contracts.

13. Maintenance after expiry of the warranty

After the one-year warranty expires, the client may continue cooperation through an appropriate technical maintenance and support package. Maintenance may include preventive checks, security patches, technical updates, infrastructure administration, monitoring, optimisation, and other agreed activities. For MenschOS and other solutions provided through an active subscription, certain support and update services may remain available during the subscription, in accordance with its terms. Expiry of the warranty does not automatically mean end of active maintenance, hosting, or subscription services. Further development services, new functionality, and significant system changes are agreed separately.

14. Financial terms

The right to commercial warranty is exercised in accordance with the contract, including provisions on due financial obligations. In case of unsettled obligations, MENSCH may apply agreed and legally permitted measures, with appropriate prior notice. Unsettled obligations do not remove client rights that cannot be limited under applicable law.

15. Limitation of liability

MENSCH is responsible for performance of its contractual obligations in accordance with the contract and applicable legislation. This warranty is an obligation to remedy confirmed defects covered by its terms. It is not a guarantee of uninterrupted operation, absolute security, complete absence of errors, or achievement of a particular business result. Any limits on compensation, types of damage, and total liability are governed by the individual contract, within limits permitted by law. Nothing in this document excludes liability that may not be excluded or limited.

16. Relationship to the contract and statutory rights

This warranty is MENSCH's standard framework for new digital solutions and services. Specific rights and obligations are determined by the individual contract, offer, specification, SLA document, and other accepted terms of cooperation. In case of disagreement, special contractual provisions apply, provided they comply with mandatory statutory provisions. This warranty does not limit rights the client exercises on grounds of statutory liability for non-conformity, defects, or other mandatory rules, when such rights apply.

17. Contact and support

Our relationship with clients does not end when the warranty period expires. For questions about an existing solution, technical support, maintenance, or planning new functionality, you may contact us after the warranty ends as well. Email: hi@mensch.rs MENSCH will consider your request and inform you of available support options and any terms of additional engagement.

18. Final provisions

This version of the limited warranty applies to projects and services for which it is expressly accepted, or to which the relevant contract refers. Changes to publicly published terms do not retroactively alter contractual rights already acquired by clients, except when lawful and appropriately agreed. MENSCH may occasionally update standard warranty terms to align with changes in technology, business, and relevant regulations. Digital solutions with long-term responsibility.