docs(legal): add support service tos (#2234)

* wip

* add in sidebar

* wip

* term

* payment

* lapsed service fee

* wip

* mainteance and support process

* small changes

* service credit

* failure credits

* support services update

* termination, next: trainings

* checkup

* update dates

* service review

* delete termination clause from support-services

* Revert "update dates"

This reverts commit d5592b1869f02fd942900e7eb70fd2b2f39c15ad.

* dates support tos and annex

* training & termination

* adds trainings to guides

* urgent escalation slo

* missing sentence in modification

* define unit

* remove termination period from term

* Apply suggestions from code review

Co-authored-by: Florian Forster <florian@caos.ch>

* from review

Co-authored-by: Maximilian Panne <maximilian.panne@gmail.com>
Co-authored-by: Florian Forster <florian@caos.ch>

docs/docs/guides/trainings/introduction.md

@@ -0,0 +1,20 @@
+---
+title: Introduction
+---
+
+The following pages describe the recommended training sessions for managing and supporting ZITADEL.
+
+## ZITADEL Support Services Trainings
+
+![Support Services Training](/img/training_support_services.png)
+
+When entering into a support services agreement with us, we recommend the following trainings:
+
+* [Operations training](supportservice/operations)
+* [Application Support training](supportservice/application)
+* [Recurring training](supportservice/recurring)
+
+Additionally, you will benefit from sufficient time with a technical account manager in your support plan to clarify questions and get expert advice beyond solving support issues.
+
+Training should be held as block-sessions with the relevant staff from your organization. 
+

docs/docs/guides/trainings/supportservice/application.md

@@ -0,0 +1,40 @@
+---
+title: Application Support Trainings
+---
+
+## ZITADEL Support
+
+In this session your second level support will gain an understanding on how to extract relevant information for technical support questions and root cause analysis.
+
+**Audience**: 2nd Level Support Staff  
+**Duration**: 0.5 day
+
+**Topics covered**:
+
+* Eventsouring & CQRS 
+* Event types
+* Compute models
+* Accessing database
+* Logs and Errors
+* Validation of tokens
+* Q&A
+
+**Price**: [Get a quote](https://zitadel.ch/contact)
+
+## ZITADEL Administrator
+
+In this hands-on training your employees will get a complete overview of the system and learn how to configure and use ZITADEL. Your support staff will gain the required knowledge to provide user-support, while your solution owners gain an understanding about integration of clients.
+
+**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)  
+**Duration**: 1.5 days
+
+**Topics covered**:
+
+* IAM Configuration
+* Walk-though all features
+* Users / Manuals
+* APIs
+* Client integration best-practices
+* Q&A
+
+**Price**: [Get a quote](https://zitadel.ch/contact)

docs/docs/guides/trainings/supportservice/operations.md

@@ -0,0 +1,63 @@
+---
+title: Operations Trainings
+---
+
+## ORBOS Basics
+
+In this hands-on training you will gain an understanding about GitOps and ORBOS and learn how to install and manage ORBOS. We will share best practices around installation, management and configuration.
+
+**Audience**: DevOps Engineer  
+**Duration**: 1.5 days
+
+**Topics covered**:
+
+* GitOps
+* ORBITER
+  * Providers
+  * Clusters
+  * Components of an ORBOS K8s-cluster
+* BOOM
+  * Components and Integration
+* Interaction with the cluster via orbctl
+* Configuration
+* Q&A
+
+**Price**: [Get a quote](https://zitadel.ch/contact)
+
+## ZITADEL and DB Operator 
+
+In this hands-on training you will gain an in-depth understanding of the ZITADEL and DB Operators with our standard toolset.
+
+**Audience**: DevOps Engineer  
+**Duration**: 1.5 days
+
+**Topics covered**:
+
+* ZITADEL Operator
+  * Setup-process of ZITADEL
+  * Necessary configuration
+* Interaction with the cluster via zitadelctl
+* DB Operator
+  * Backups with ORBOS
+  * Secure connections
+* Common root cause analysis
+* Q&A
+
+**Price**: [Get a quote](https://zitadel.ch/contact)
+
+## ORBOS Tooling
+
+In this training you will learn how to customize tooling or more detailed aspects of the product. This is optional when using our recommended tooling and configuration to operate ZITADEL in standard scenarios.
+
+**Audience**: DevOps Engineer  
+**Duration**: 1.5 days
+
+**Topics covered**:
+
+* Metrics
+* Logs
+* Monitoring
+* Alerting
+* Ingress/API-Gateway
+
+**Price**: [Get a quote](https://zitadel.ch/contact)

docs/docs/guides/trainings/supportservice/recurring.md

@@ -0,0 +1,37 @@
+---
+title: Recurring Trainings
+---
+
+## ZITADEL Support Refresher
+
+In this session you can refresh knowledge about existing and gain experience with new features of ZITADEL to keep the quality of your support high. We recommend an one day training per support staff.
+
+**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)  
+**Duration**: 1 day / support staff
+
+**Topics covered**:
+
+* Walk-through new features
+* Review of difficult support issues
+* Review of customer feedback
+* Q&A
+
+**Price**: [Get a quote](https://zitadel.ch/contact)
+
+## ZITADEL Support Onboarding
+
+In this hands-on training new support staff will get an overview of the system and learn how to configure and use ZITADEL to provide support for users.
+
+**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)  
+**Duration**: 0.5 days / support staff
+
+**Topics covered**:
+
+* Event types
+* Accessing database
+* Logs and Errors
+* Validation of tokens
+* Walk-through key features
+* Q&A
+
+**Price**: [Get a quote](https://zitadel.ch/contact)

docs/docs/legal/support-services.md

@@ -5,11 +5,11 @@ custom_edit_url: null
 
 ## Introduction
 
-This annex of the [Framework Agreement](terms-of-service) describes the support services offered by us for our Services.
+This annex of the [Framework Agreement](terms-of-service) and the [Support Service Terms and Conditions](terms-support-service) describes the support services offered by us for our Services.
 
 Support Services for products and services provided by CAOS is offered to customers according to the terms and conditions outlined in this document. The customer may purchase support services from CAOS Ltd. directly.
 
-Last revised: July 20, 2021
+Last revised: August 23, 2021
 
 ## Support Services
 
@@ -21,7 +21,7 @@ Last revised: July 20, 2021
 
 ### Description of Services
 
-Customers in ZITADEL Cloud FREE plan or using the Open Source Version of ZITADEL are excluded from the support plans. Support features for Subscription plans are as follows: 
+Customers in ZITADEL Cloud FREE plan or using the Open Source Version of ZITADEL are excluded from the support plans. Support features for Subscription plans are as follows:
 
 Subscription Plans | FREE | OUTPOST | STARBASE | FORTRESS | DEDICATED STANDARD | DEDICATED ADVANCED
 --- | --- | --- | --- | --- | --- | ---
@@ -45,10 +45,12 @@ Severity 2| not applicable | not applicable | 12 business hours | 2 business hou
 Severity 3| not applicable | not applicable | 24 business hours | 12 business hours | 24 business hours | 12 business hours
 Severity 4| not applicable | not applicable | 48 business hours | 24 business hours | 48 business hours | 24 business hours
 
+If we fail to provide the initial response time objective, you will be entitled to service credits. For every 15 minutes exceeding the state objective, 1 day will be added as extension to the current term.
+
 ### Communication
 
 - Support is available in Swiss-German, German, and English
-- Default contact: Whenever customers require support, Customers should consult the documentation of ZITADEL or post a question to our community.
+- Default contact: Whenever customers require support, Customers should consult the documentation of the service or product or post a question to our community.
 - When Customer is eligible for support services through a Subscription Plan, Customer may contact CAOS support via the following channels
 
 Support Feature | Contact information
@@ -57,7 +59,7 @@ eMail Support | support@zitadel.ch
 Chat Support | Private chat channel between CAOS and Customer that is opened when Subscription becomes active
 Phone Support | +41 43 215 27 34
 
-- ZITADEL Cloud system status, incidents and maintenance windows will be communicated via [our statuspage](https://status.zitadel.ch).
+- ZITADEL Cloud system status, incidents and maintenance windows will be communicated via [our status page](https://status.zitadel.ch).
 - Questions regarding pricing, billing, and invoicing of our services should be addressed to billing@caos.ch.
 - Security related questions and incidents can also be directly addressed to security@caos.ch.
 
@@ -74,20 +76,20 @@ We offer TAM services only bundled with specific subscription plans, and the opt
 
 ### Support request
 
-CAOS agrees to handle support incidents in the following scenarios: 
+CAOS agrees to handle support incidents in the following scenarios:
 
-1. ZITADEL Cloud software or configuration as provided by CAOS contains errors or critical security-related issues
-2. ZITADEL Cloud requires upgrades or changes through the customer
-3. ZITADEL Cloud have incorrect or missing documentation
+1. Service, product or configuration as provided by CAOS contains errors or critical security-related issues
+2. Service or product requires upgrades or changes through the customer
+3. Service or product has incorrect or missing documentation
 
 Support features include:
 
-- Answer questions regarding usage of specific features or configurations of ZITADEL Cloud 
-- Provide high-level suggestions regarding appropriate usage, features or configurations of ZITADEL Cloud functionality and configuration
+- Answer questions regarding usage of specific features or configurations
+- Provide high-level suggestions regarding appropriate usage, features or configurations
 - Assist in troubleshooting of issues to isolate potential root cause
 - Document and advise alternative solutions for reported defects
 
-Excluded are broader consulting & customer-specific engineering requests regarding use of ZITADEL Cloud. Moreover first level support requests by Customer’s end users must be handled by the Customer directly.
+Excluded are broader consulting & customer-specific engineering requests regarding use of our products and services. Moreover support requests from Customer’s end users must be handled by the Customer directly.
 
 ### Support service process
 
@@ -100,7 +102,7 @@ The customer may submit support requests (“ticket”) through any means of eli
 
 CAOS will review the case information and determine the severity level (see below), working with the customer to assess the urgency of the request and use reasonable efforts to respond to support requests within the initial response time.
 
-CAOS will use reasonable efforts to resolve support request as defined below, but does not guarantee a workaround, resolution or resolution time
+CAOS will use reasonable efforts to resolve support request as defined below, but does not guarantee a workaround, resolution or resolution time.
 
 Severity Level | Description
 --- | --- 
@@ -115,8 +117,6 @@ Severity Level | Description
 The customer may escalate support requests following the escalation process:
 
 1. For non-urgent needs, the client may request management escalation within the ticket. A manager will review the request and provide a response within one business day.
-2. For urgent needs, the client may escalate directly by calling +41 43 456 84 69 and emailing to hi@caos.ch
+2. For urgent needs, the client may escalate directly by calling +41 43 456 84 69 and emailing to hi@caos.ch. A manager will review the request and provide response within two business hours.
 
-### Termination
-
-If the customer decides to terminate, or downgrade the subscription, the customer may continue to use the software products, but the support level will be adjusted according to the new ZITADEL Cloud Subscription Plan. CAOS does not provide support on per-issue-basis.
+If we fail to provide a response to the escalation, you will be entitled to service credits. For every 15 minutes exceeding the state objective, 1 day will be added as extension to the current term.

docs/docs/legal/terms-support-service.md

@@ -0,0 +1,221 @@
+---
+title: Terms and Conditions for Support Services
+custom_edit_url: null
+--- 
+## General
+
+### Introduction
+
+CAOS Ltd. (**"We"**, **CAOS AG**, or simply **CAOS**), with head office located at Teufener Strasse 19, 9000 St. Gallen, Switzerland, offers amongst other services and websites (**Services**) as well commercial support services (**Support Services**) for units of CAOS software products (**Unit**), if not otherwise defined a Unit refers to a is a single, dedicated setup of an application or service.
+
+The customer relationship (**Framework Agreement** or **The Agreement**) is created by the **Customer** (**"you"**) by accepting a **Purchase Order** (**"PO"**) for the specified Support Services (**Booking**). Jointly you and CAOS will be referred to as **the Parties**. The terms of service (**"TOS"**) outlined in this document establish the most important points of this Framework Agreement – independently of the use of any other services. 
+
+This Agreement has the following appendices. When you enter the Agreement with us, you accept these agreements.
+
+* [**Data Processing Agreement**](data-processing-agreement) - How we process personal data on behalf of you
+* [**Support Service Descriptions**](support-services) - How we provide support services to you
+* [**Acceptable Use Policy**](acceptable-use-policy) - What we understand as acceptable and fair use of our Services
+
+### Alterations
+
+Any provisions which deviate from these TOS must be agreed in writing (email sufficient) between the Customer and us. Such agreements shall take precedence over the TOS outlined in this document.
+
+### Transfer
+
+You may only transfer the Framework Agreement or Services used in the context of the Framework Agreement to third parties with our prior written consent.
+
+### Term
+
+Coverage under this Agreement will start with Booking of Support Services, for a minimum period of 12 months. Support Services agreements will automatically renew for additional one year terms upon submission of a purchase order for renewal, unless either you or CAOS provides written notice (email sufficient) of termination of any such term. Each renewal will be at CAOS' then-current rate. In the event that you accesses CAOS Support services in any way after the Agreement has expired or been terminated, you will continue to be bound by this Agreement, which will continue to apply to the services after such expiration or termination.
+
+## Our Services
+
+### Type and scope of the services
+
+We provide the Services under the conditions stated on our websites and the PO at the time of booking.
+
+### Modifications of services offered
+
+We are entitled to offer new services, to withdraw existing services (**Termination**) or to modify the specifications and prices of existing services (**Modification**) at any time. If the modification or termination affects a service that you are using at that time, we will inform you via email that said service will be automatically modified and/or is no longer available after a period of 30 days.
+
+### Modification of services booked by you
+
+You may change or terminate Services booked by you at any time. Modifications will take effect in the next billing period, or as agreed otherwise between the Parties. Changing services booked by you requires a new PO, stating the new conditions of the services after Modification, to be accepted by the Parties.
+
+### Due care
+
+We take all appropriate physical and electronic precautions to ensure the security and availability of our infrastructure and the service offered thereupon, in particular to protect against unauthorized access to data, data loss, failures and misuse.
+
+The [Annex of the data processing agreement](data-processing-agreement#annex-regarding-security-measures) outlines the measures we take in more detail.
+
+### Support Service
+
+The Description of Support Services is available as [Annex](support-services) to this document.
+
+The parties may enter a service level agreement, as specified in our [Support Service Description](support-services), for booked Support Services. Only named persons in the Purchase Order, or as agreed in writing (email is sufficient) may use the Support Services to interact with CAOS.
+
+### Service credit
+
+Failure to provide the agreed service level objectives during the term of the Agreement results in compensation via service credits, as outlined in the [Annex](support-services) per service level objective.
+
+Customer must request service credit and must notify CAOS in writing (email sufficient) within 30 days of becoming eligible for service credit and must prove failure of CAOS to meet the stated objective. CAOS will confirm or reject the claim with reasons for a refusal within 10 days. Service credit will in no case be paid as a cash equivalent. No further guarantees are provided.
+
+### Service review
+
+If not otherwise agreed, CAOS offers a yearly review meeting with you to discuss the service quality and any feedback you might have. We are not required to participate in the meeting after the term has expired.
+
+### Limited influence
+
+Be advised that the scope of our influence is limited. For example, the actual accessibility of a service is also dependent on the connection to and between various Internet Service Providers ("ISPs"). Portions of our services, i.e. software components, may also be beyond our influence and be subject to their own contractual conditions. You accept that in such cases we reject any responsibility.
+
+### Inclusion of third parties
+
+We may include third parties in the provision of our services. See our [Privacy Policy](privacy-policy) and our [Data Processing Agreement](data-processing-agreement) for more information.
+
+## Your obligations
+
+### Contact information
+
+At our request you will provide your truthful contact information and keep it updated at all times. You must also ensure that you actually receive messages, in particular emails, intended for you.
+
+### Use
+
+You will ensure that the use of our Websites and Services by you or third parties complies with all applicable legislation, these TOS, and our [Acceptable Use Policy](acceptable-use-policy) at all times.
+
+### Maintenance of units
+
+You will ensure that units eligible for Support Service are maintained and upgraded frequently. If you operate units with a release date older than 180 days since our latest stable release, the term is continued but CAOS is not required to handle any support request for that unit until the units are upgraded and recertified.
+
+### Support Process
+
+You will ensure to follow the support process, especially provide all required initial information to the issue, as outlined in the [Annex](support-services) to this document.
+
+### Training of support staff
+
+You will ensure regular training of your support staff. Your support staff must be able to provide the required information for support issues to us, and thus requires access and up-to-date knowledge of the services.
+
+Initial know-how transfer for the services will be organized in training sessions conducted by us. We can provide knowledge sessions throughout the term to train newly onboarded staff, update your support staff about important updates, or refresh knowledge in specified areas. In case we notice insufficient quality of support requests from Customers, we will propose appropriate training sessions.
+
+### Security
+
+You will take appropriate measures to prevent any misuse of the services you booked. These include, for example, securing the software used and the prompt installation of security updates as well as using suitably secure passwords.
+
+### Disaster recovery
+
+
+Any liability for damages, indirect or direct, in case of data loss is explicitly rejected.
+
+### Reporting obligations
+
+You will immediately report any knowledge of a misuse of your booked services.
+
+### Cooperation
+
+If the maintenance of service quality requires your cooperation, for example to remedy errors in the services you use, you will provide said cooperation promptly and free of charge.
+
+### Third party obligations
+
+You will ensure that your vicarious agents, customers and third parties fulfill these obligations as well.
+
+## Financial
+
+### Payment
+
+Fees for the initial or any subsequent term of Support Services booked will be due and payable net 30 days from date of invoice. All payments to CAOS will be made in CHF or EUR to our bank account, as indicated in the PO.
+
+### Offsetting
+
+Offsetting against a counterclaim is prohibited.
+
+### Collection
+
+In the event of default we reserve the right to transfer our claim to a collections agency. You will bear any resulting costs insofar as legally permissible.
+
+### Lapsed Service Fee
+
+In case the term of the Support Service contract has expired within 1 to 180 days, you will be required to pay a Lapsed Service fee in addition to purchasing and activating a one-year renewal contract term at the then-current fee and conditions. The renewal term's start date will also be backdated to begin coverage from the service's original expiration date.
+
+Please contact us for current fees.
+
+### Recertification Fee
+
+Recertification of a unit, to be covered under Support Services, is required for:
+
+* units for which Support Services have been expired for more than 180 days
+* units that run a release that is older than 180 days from the products most recent stable release
+* requests for support on products and services purchased or supported from non-authorized resellers
+
+Recertification of a unit requires payment of a Recertification Fee which results in a [checkup](/docs/guides/installation/checkup) of the unit by CAOS. The unit will be inspected to asses its condition and eligibility for service coverage.
+
+Please contact us for current fees.
+
+## Termination
+
+### Termination by you
+
+You may terminate the Framework Agreement by providing written notice (email is sufficient) of termination at least 30 days prior to the end of the term.
+
+### Termination by us
+
+We may terminate the Framework Agreement at any time via email message with a notice period of 90 days. Any use of the services will cease at the end of this period and the Framework Agreement will be terminated.
+
+### No reimbursement
+
+Any remaining credit shall automatically expire upon termination of the Framework Agreement.
+
+### Termination of services
+
+We are entitled to suspend and terminate services used by you if
+
+* Your credit has been used up by services and/or any applicable credit limit has been reached;
+* You are in default in the payment of open invoices and/or prompt payment seems unlikely (i.e. in the event of insolvency proceedings);
+* Your services were used illegally or in breach of contract, or if there is reasonable suspicion of such use (i.e. in the event of complaints or abuse reports);
+* We consider the suspension or termination of the services to be necessary for the protection of ourselves, our infrastructure or other customers.
+
+We reserve the right to immediately terminate the Framework Agreement in such cases.
+
+### Deletion of data
+
+In the event of the termination of the contract, we reserve the right to irrevocably delete all of your data.
+
+## Data protection
+
+Please consult the annex to this Framework Agreement, specifically our [Privacy Policy](privacy-policy) and [Data Processing Agreement](data-processing-agreement), or our [Trust Site](https://zitadel.ch/trust/) for more information about how we process and protect your data.
+
+## Liability
+
+### Our liability
+
+We and/or third parties which we involve are only liable for demonstrably willful or grossly negligent damages. Our liability per damage event is limited to the value of the services used during the previous contractual year. Any liability in other cases, for consequential damages or lost profits is hereby excluded.
+
+### Your liability
+
+You are liable for all damages and costs arising from the illegal or non-contractual use of the services which you have booked. We in particular reserve the right to invoice you for any additional costs incurred by us in this context.
+
+### Force majeure
+
+You acknowledge that we may be partially or entirely unable to provide our services during and/or as a result of events beyond our influence. These include events such as natural disasters, war, terrorism, sabotage, attacks on our infrastructure (i.e. DoS/DDoS attacks), failure of electrical or data connections and unexpected official requirements. We are not liable for any damages in such cases.
+
+## Final provision
+
+### Applicable law
+
+The Framework Agreement is subject to Swiss law.
+
+### Place of jurisdiction
+
+The exclusive place of jurisdiction is St. Gallen, Switzerland.
+
+### Severability clause
+
+Should any provision of these TOS be or become invalid, this shall not affect the validity of the remaining TOS. The invalid provision will be replaced by a valid one which approximates the invalid one as much as possible.
+
+### Entry into force
+
+These TOS shall enter into force as of August 23, 2021.
+
+Last revised: August 23, 2021
+
+### Amendments
+
+We are entitled to unilaterally amend these TOS at any time. The current version is accessible via our website. We will inform you of any amendments via email. These amendments shall be considered as accepted upon booking additional services or at the latest after 30 days. In the case of a rejection on your part we reserve the right to terminate the Framework Agreement.

docs/sidebars.js

@@ -92,6 +92,24 @@ module.exports = {
           ],
         },
       ],
+    },
+    {
+      type: 'category',
+      label: 'Trainings',
+      collapsed: false,
+      items: [
+        'guides/trainings/introduction',
+        {
+          type: 'category',
+          label: 'Support Service',
+          collapsed: true,
+          items: [
+            'guides/trainings/supportservice/operations',
+            'guides/trainings/supportservice/application',
+            'guides/trainings/supportservice/recurring',
+          ],
+        },
+      ],
     }
   ],
   apis: [
@@ -180,6 +198,14 @@ module.exports = {
         'legal/dedicated-instance-annex',
       ],
     },
+    {
+      type: 'category',
+      label: 'Support Program',
+      collapsed: false,
+      items: [
+        'legal/terms-support-service'
+      ],
+    },
     {
       type: 'category',
       label: 'Policies',