Terms and Conditions

GENERAL TERMS AND CONDITIONS INFORMATION TECHNOLOGY*

Filed at the Office of the Clerk of the
District Court in The Hague, The
Netherlands, on the third of June 2003
under number 60/2003.
©ICT~OFFICE 2006 (all rights reserved).
www.ictoffice.nl
®FENIT is a registered service and goods
trademark.
* FENIT conditions GENERAL PROVISIONS

1. Offer and Agreement
1.1 These General Terms and Conditions shall apply to all offers, legal
relationships and Agreements under which the Supplier provides goods
and/or services of whatever nature to the Customer. Deviations from
and additions to these General Terms and Conditions shall only be valid
if they have been expressly agreed in writing.
1.2 All offers and other statements by the Supplier shall be without
obligation, unless the Supplier expressly indicates otherwise in writing.
The Customer warrants the accuracy and completeness of the
measurements, requirements, performance specifications and other
data on which the Supplier bases its offer and which have been stated
by or on behalf of the Customer to the Supplier.
1.3 The application of the Customer’s purchasing or other terms and
conditions is expressly rejected.
1.4 If any provision of these General Terms and Conditions is null and
void or annulled, the other provisions of these General Terms and
Conditions shall remain in full force.
1.5 The Supplier may always state additional requirements concerning
communication between the Parties or performance of legal acts by email.
2. Price and payment
2.1 All prices shall be exclusive of turnover tax (VAT) and other levies
imposed by the government.
2.2 If the Customer must make regular payments, the Supplier shall
be entitled to adjust the applicable prices and rates by providing
written notice at least three months in advance. If the Customer does
not wish to agree to such an adjustment, the Customer shall, within
thirty days after the notice, be entitled to terminate the Agreement
before the date on which the adjustment would have become effective.
2.3 The Parties shall record in the Agreement the date or dates on
which the Supplier shall charge the Customer the fee for the agreed
performance. The Customer shall pay invoices in accordance with the
payment conditions stated on the invoice. In the absence of a specific
provision, the Customer shall pay within thirty days after the invoice
date. The Customer shall not be entitled to set off or to suspend a
payment.
2.4 If the Customer does not pay the amounts owed in a timely
manner, the Customer shall owe legal interest on the outstanding
amount, without any written demand or notice of default being
necessary. If the Customer still does not pay the claim after a written
demand or notice of default, the Supplier can pass on the claim for
collection, in which case the Customer shall, in addition to the total
amount owed then, be obliged to pay for all in-court and out-of-court
expenses, including expenses charged by external experts in addition
to the costs determined at law. The Customer shall also owe the
expenses incurred by the Supplier in regard to unsuccessful mediation
if the Customer is ordered by a judgment to pay the outstanding
amount in full or in part.
3. Confidential information, taking over employees and privacy
3.1 Each of the Parties warrants that all of the information received by
the Other Party which is known to be or should be known to be
confidential in nature shall remain secret, unless a legal obligation
mandates disclosure of that information. The Party receiving the
confidential information shall only use it for the purpose for which it
has been provided. Information shall in any event be considered
confidential if it is designated by either of the Parties as such.
3.2 During the term of the Agreement and for one year after it is
terminated, each of the Parties shall not, unless it receives prior written
permission from the other Party, take on employees of the Other Party
who are or were involved in executing the Agreement or otherwise
have these employees work for it, directly or indirectly. As the occasion
arises, the Supplier shall not withhold the permission concerned if the
Customer has offered appropriate compensation.
3.3 The Customer shall indemnify the Supplier against claims by
persons whose personal data has been recorded or processed in
connection with a register of persons maintained by the Customer or
for which the Customer is responsible under law or otherwise, unless
the Customer proves that the facts underlying the claim are solely
imputable to the Supplier.
4. Retention of title and rights, specification and possessory lien
4.1 All objects delivered to the Customer shall remain the Supplier’s
property until all amounts owed by the Customer for the objects
delivered or to be delivered or work performed or to be performed
under the Agreement, as well as all other amounts which the Customer
owes due to a breach of its payment obligation, have been paid fully to
the Supplier. A Customer acting as a reseller may sell and re-deliver all
items subject to the Supplier’s retention of title insofar as that is
common in connection with its normal business operations. If the
Customer creates a new object wholly or partly from the objects
delivered by the Supplier, the Customer shall create that object solely
for the Supplier and the Customer shall hold the newly created object
for the Supplier until the Customer has paid all amounts owed under
the Agreement; in that event, the Supplier shall possess all rights as
the owner of the newly created object until the time the Customer
makes full payment.
4.2 As the occasion arises, rights shall always be granted or
transferred to the Customer on the condition that the Customer pay
the agreed fees fully and in a timely manner.
4.3 Notwithstanding any delivery obligation, the Supplier may
maintain possession of the objects, products, proprietary rights,
information, documents, databases and interim or other results of the
Supplier’s services which have been received or generated in
connection with the Agreement until the Customer has paid all
amounts owed to the Supplier.
5. Risk
5.1 The risk of loss or theft of or damage to objects, products,
software or data which are the subject of the Agreement shall pass to
the Customer at the time they have been placed at the actual disposal
of the Customer or an assistant used by the Customer.
6.  Intellectual or industrial property rights
6.1 All intellectual and industrial property rights to software, websites,
databases, equipment or other materials developed or provided under
the Agreement, such as analyses, designs, documentation, reports,
offers, as well as preparatory materials in that regard, shall be held
solely by the Supplier, its licensors or its suppliers. The Customer shall
only acquire the rights of use expressly granted in these Terms and
Conditions and by law. Any other or more extensive right of the
Customer to reproduce software, websites, databases or other
materials shall be excluded. A right of use to which the Customer is
entitled shall be non-exclusive and non-transferable to third parties.
6.2 If, in deviation from Article 6.1, the Supplier is prepared to
undertake to transfer an intellectual or industrial property right, such
an obligation may only be entered into expressly in writing. If the
Parties expressly agree in writing that intellectual or industrial property
rights regarding software, websites, databases, equipment or other
materials specifically developed for the Customer shall be transferred
to the Customer, this shall not affect the Supplier’s right to apply and to
use, either for itself or for third parties, the parts, general principles,
ideas, designs, documentation, works, programming languages and
the like underlying that development, without any limitation on other
purposes. Nor shall a transfer of intellectual or industrial property
rights affect the Supplier’s right to undertake developments for itself or
third parties which are similar to those done for the Customer.
6.3 The Customer shall not be allowed to remove or modify any
designation concerning the confidential nature or concerning
copyrights, trademarks, business names or other intellectual or
industrial property rights from the software, websites, databases,
equipment or materials.
6.4 The Supplier shall be allowed to take technical measures to
protect the software or with a view to agreed restrictions in the
duration of the right to use the software. The Customer shall not be
allowed to remove or evade such a technical measure. If security
measures result in the Customer being unable to make a back-up copy
of software, the Supplier shall provide the Customer with a back-up
copy upon request.
6.5 Unless the Supplier provides a back-up copy of the software to the
Customer, the Customer may make one back-up copy of the software,
which may only be used to protect against involuntary loss of
possession or damage. The back-up copy may only be installed after
involuntary loss of possession or damage. A back-up copy must have
the same labels and copyright designations as are present on the
original version (see Article 6.3).
6.6 Subject to the other provisions of these General Terms and
Conditions, the Customer shall be entitled to correct errors in software
provided to it if that is necessary for the intended use of the software.
In these General Terms and Conditions, “errors” shall mean a
substantial failure to meet the functional or technical specifications
stated in writing by the Supplier and, in the case of custom-made
software and websites, the functional or technical specifications
expressly agreed between the Parties in writing. An error shall only
exist if the Customer can prove it and if it can be reproduced. The
Customer shall be obliged to notify the Supplier of errors immediately.
6.7 The Supplier shall indemnify the Customer against any third-party
cause of action based on the claim that software, websites, databases,
equipment or other materials developed by the Supplier itself infringe
an intellectual or industrial property right applicable in The
Netherlands, on the condition that the Customer immediately inform
the Supplier in writing about the existence and substance of the cause
of action and let the Supplier handle the matter completely, including
with respect to agreeing to any settlements. To that end, the Customer
shall provide the necessary powers of attorney, information and
cooperation to the Supplier to defend – if necessary, in the Customer’s
name – against these causes of action. This indemnification obligation
shall be extinguished if the alleged infringement relates (i) to materials
provided by the Customer to the Supplier for use, adaptation,
processing or incorporation, or (ii) to changes the Customer has made
or caused third parties to make to the software, website, databases,
equipment or other materials. If it has been established in court as an
incontrovertible fact that the software, websites, databases, equipment
or other materials developed by the Supplier itself infringe any
intellectual or industrial property right held by a third party or if, in the
Supplier’s judgment, it is likely that such infringement will occur, the
Supplier shall, if possible, ensure that the Customer can continue to
have undisturbed use of the delivered objects, or functionally
equivalent other software, websites, equipment or the other materials
concerned, for example, by modifying the infringing parts or by
acquiring a right of use for the Customer. If, in its exclusive judgment,
the Supplier cannot ensure or cannot ensure except in a manner that is
unreasonably burdensome (financially or otherwise) for it that the
Customer can continue to have undisturbed use of the delivered
objects, the Supplier shall take back the delivered objects, with
crediting of the acquisition costs minus a reasonable user’s fee. The
Supplier shall not make its choice in this regard until after the
Customer has been consulted. Any other or more extensive liability or
indemnification obligation on the Supplier’s part due to the
infringement of a third party’s intellectual or industrial property rights
shall be completely excluded, including liability and indemnification
obligations on the Supplier’s part for infringements caused by using the
software, websites, databases, equipment and/or materials delivered
(i) in any form not modified by the Supplier, (ii) in connection with
objects or software not delivered or furnished by the Supplier or (iii) in
another manner besides that for which the equipment, software,
websites, databases and/or other materials were developed or
intended.
6.8 The Customer warrants that there are no third-party rights which
are inconsistent with providing the Supplier with equipment, software,
materials intended for websites (visual material, text, music, domain
names, logos etc.), databases, or other materials, including draft
material, intended for use, adaptation, installation or incorporation (for
example, in a website). The Customer shall indemnify the Supplier
against any action based on the claim that such provision, use,
adaptation, installation or incorporation infringes a third-party right.
7. Cooperation by the Customer; telecommunications
7.1 The Customer shall always furnish the Supplier in a timely manner
with all data or information which is useful and necessary to execute
the Agreement properly and provide full cooperation, including
furnishing access to its buildings. If the Customer utilises its own
employees in cooperating in the execution of the Agreement, these
employees shall possess the necessary know how, experience, abilities
and characteristics.
7.2 The Customer shall bear the risk of selecting, using and applying
in its organisation the equipment, software, websites, databases and
other products and materials and the services to be provided by the
Supplier, and shall also be responsible for the monitoring and security
procedures and proper system management.
7.3 If the Customer furnishes software, websites, materials,
databases or data to the Supplier on a data carrier, this carrier shall
meet the specifications prescribed by the Supplier.
7.4 If the Customer does not provide the Supplier with the data,
equipment, software or employees necessary to execute the
Agreement, or does not provide this in a timely manner or in
accordance with the agreements made, or if the Customer otherwise
does not fulfil its obligations, the Supplier shall be entitled to suspend
execution of the Agreement in whole or in part, and it shall be entitled
to charge the ensuing expenses in accordance with its usual rates, all of
this without prejudice to the Supplier’s right to exercise any other legal
right.
7.5 In the event that employees of the Supplier perform work on-site
at the Customer’s, the Customer shall provide the facilities reasonably
desired by those employees free of charge, such as a working space
with computer and telecommunications facilities. The working space
and facilities shall comply with all applicable statutory and other
requirements and provisions concerning working conditions. The
Customer shall indemnify the Supplier against claims by third parties,
including the Supplier’s employees, who, in executing the Agreement,
suffer injury which is the result of acts or omissions by the Customer or
of unsafe situations in its organisation. The Customer shall provide
timely notice to the Supplier’s employees to be utilised of the company
and security rules applicable within its organisation.
7.6 If, in executing the Agreement, telecommunications facilities,
including the Internet, are used, the Customer shall be responsible for
properly selecting these and making them available in a timely and
sufficient manner, except for those faculties directly used and managed
by the Supplier. The Supplier shall never be liable for damage or
expenses due to transmission errors, malfunctions or the nonavailability of these facilities, unless the Customer proves that this
damage or these expenses resulted from intentional acts or omissions
or gross negligence on the part of the Supplier or its managers. If
telecommunications facilities are used in executing the Agreement, the
Supplier shall be entitled to assign access or identification codes to the
Customer. The Supplier may change the assigned access or
identification codes. The Customer shall treat the access codes as
confidential and with due care and shall only disclose them to
authorised employees. The Supplier shall never be liable for damage or
expenses resulting from misuse of access or identification codes.
8. Delivery periods
8.1 All delivery and other periods stated or agreed by the Supplier
have, to the best of its knowledge, been determined based on data
known to the Supplier when it entered into the Agreement. The
Supplier shall properly exert its best efforts to observe agreed delivery
and other periods as much as possible. The mere fact that a stated or
agreed delivery or other period has been exceeded shall not cause the
Supplier to be in default. In all cases, hence, even if the Parties have
expressly agreed on a firm date in writing, the Supplier shall not be in
default because of a time period being exceeded until the Customer
has provided it with a written notice of default. The Supplier shall not
be bound by firm or non-firm delivery or other periods which can no
longer be met on account of circumstances beyond its control which
have occurred after the Agreement was concluded. Nor shall the
Supplier be bound by firm or non-firm delivery periods if the Parties
have agreed to modify the substance or scope of the Agreement
(additional work, change in specifications etc.). If any period threatens
to be exceeded, the Supplier and Customer shall consult with each
other as soon as possible.
9. Termination of the Agreement
9.1 Each of the Parties shall only be entitled to rescind the Agreement
if the Other Party imputably fails to perform material obligations under
the Agreement – in all cases, after having received a proper written
notice of default which is as detailed as possible and in which it has
been given a reasonable time period to remedy the breach.
9.2 If an agreement which, by its nature and substance, will not end
when certain conditions, acts or the like are fulfilled, has been entered
into for an indefinite period of time, each of the Parties may terminate
the Agreement by written notice after proper consultation and with a
statement of reasons. If the Parties have not agreed on an express
notice period, a reasonable notice period must be observed in
terminating the Agreement. The Parties shall never be liable for
damages for terminating the Agreement.
9.3 In deviation from what has been provided for by statute in this
regard through directory law, the Customer may only terminate a
services agreement in the cases stated in these Terms and Conditions.
9.4 Each of the Parties may partly or completely terminate the
Agreement in writing with immediate effect and without a notice of
default if the Other Party is granted a provisional or non-provisional
suspension of payments, if a petition for liquidation is filed with regard
to the Other Party or if the Other Party’s business is wound up or
terminated for other reasons besides a business reconstruction or
merger. The Supplier shall never be obliged on account of this
termination to refund funds already received or to pay damages. In the
event of the Customer’s liquidation, the right to use software provided
to the Customer shall be extinguished by law.
9.5 If, at the time of the rescission referred to in Article 9.1, the
Customer has already received performance in connection with
execution of the Agreement, this performance and the related payment
obligation shall not be cancelled, unless the Customer proves that the
Supplier is in default with regard to that performance. Amounts which
the Supplier has invoiced before the rescission in connection with what
it has already properly performed or delivered to execute the
Agreement shall, subject to the provisions in the preceding sentence,
continue to be owed in full and shall be immediately payable at the
time of rescission.
10. The Supplier’s liability; indemnity
10.1 The Supplier’s total liability for imputably failing to perform the
Agreement shall be limited to compensating direct damage, up to at
most the amount of the price (exclusive of VAT) stipulated for that
Agreement. If the Agreement is primarily a continuing performance
agreement with a term exceeding one year, the price stipulated for the
Agreement shall be set at the total of the fees (exclusive of VAT)
stipulated for one year. The total compensation for direct damage shall
not, however, in any case exceed EUR 500,000 (five hundred thousand
euros). “Direct damage” shall solely mean:
a. reasonable expenses which the Customer would have to incur to
make the Supplier’s performance conform to the Agreement; this
alternative damage shall not be compensated, however, if the
Agreement is rescinded by or at the suit of the Customer;
b. reasonable expenses which the Customer has incurred out of
necessity to keep its old system or systems and related faculties
operating longer because the Supplier did not provide delivery on a
firm delivery date which was binding for it, minus any savings resulting
from the delay in delivery;
c. reasonable expenses incurred to determine the cause and scope of
the damage, insofar as the determination relates to direct damage
within the meaning of these Terms and Conditions;
d. reasonable expenses incurred to prevent or mitigate damage,
insofar as the Customer demonstrates that these expenses resulted in
mitigation of direct damage within the meaning of these Terms and
Conditions.
10.2 The Supplier’s liability for injury or damage through death or
bodily injury or because of material damage to objects shall never
exceed EUR 1,250,000 (one million two hundred and fifty thousand
euros).
10.3 The Supplier’s liability for consequential damage, consequential
loss, lost profits, lost savings, loss of goodwill, damage through
business interruptions, damage ensuing from claims by the Customer’s
customers, mutilation or loss of data, damage relating to the use of
objects, materials or software of third parties prescribed by the
Customer for the Supplier, damage relating to engagement of suppliers
prescribed by the Customer for the Supplier and all other forms of
damage or injury besides those mentioned in Article 10.1 and 10.2, on
any account whatsoever, shall be excluded.
10.4 The limitations mentioned in the preceding paragraphs of this
Article 10 shall not apply if and insofar as the damage or injury is the
result of intentional acts or omissions or gross negligence by the
Supplier or its managers.
10.5 The Supplier’s liability because of an imputable failure to perform
an Agreement shall in all cases only arise if the Customer immediately
and properly provides a written notice of default to the Supplier, with a
reasonable time period for remedying the failure being given and the
Supplier still imputably failing to perform its obligations after that
period as well. The notice of default must contain a description of the
breach which is as complete and specific as possible, so that the
Supplier can respond adequately.
10.6 For any right to damages to exist, the Customer must always
report the damage or injury to the Supplier in writing as soon as
possible after it occurs. Any claim to damages against the Supplier
shall be extinguished by the mere lapse of 24 months after the claim
arises.
10.7 The Customer shall indemnify the Supplier against all third-party
claims because of product liability ensuing from a defect in a product or
system which has been delivered by the Customer to a third party and
which partly consisted of equipment, software or other materials
delivered by the Supplier, except if and insofar as the Customer proves
that the damage or injury was caused by that equipment, software or
other materials.
10.8 The provisions in this Article shall also apply for the benefit of all
legal and natural persons utilised by the Supplier in executing the
Agreement.
11. Force Majeure
11.1 A Party shall not be obliged to perform any obligation if it is
prevented from doing so by a situation of force majeure. “Force
majeure” shall also include a situation of force majeure for the
Supplier’s suppliers, improper performance of obligations by suppliers
prescribed by the Customer for the Supplier, as well as defects in
objects, materials or software of third parties which the Customer has
required the Supplier to use.
11.2 If a situation of force majeure lasts for more than 90 days, the
Parties shall be entitled to terminate the Agreement by rescinding it in
writing. What has already been performed pursuant to the Agreement
shall in that case be settled proportionately, without the Parties
otherwise owing each other anything.
12. Applicable law and disputes
12.1 Dutch law shall govern the Agreements between the Supplier and
the Customer. The Vienna Sales Convention of 1980 shall not apply.
12.2 Disputes arising between the Supplier and the Customer in
connection with an Agreement concluded between the Supplier and the
Customer or in connection with further agreements which arise under
this shall be settled through arbitration in accordance with the
Arbitration Regulations of the Foundation for the Settlement of
Automation Disputes in The Hague, all of this without prejudice to the
Parties’ right to request relief in interlocutory arbitration proceedings
and without prejudice to the Parties’ right to take protective prejudgment measures.
12.3 In order to attempt to achieve an amicable resolution of an
existing or potential future dispute, either Party may always initiate IT
mediation pursuant to the IT Mediation Regulations of the Foundation
for the Settlement of Automation Disputes in The Hague. IT mediation
pursuant to these Regulations shall be based on mediation by one or
more mediators. This procedure shall not result in a judgment which is
binding on the Parties. Participation in this procedure shall be
voluntary. The provisions in this paragraph of this Article shall not
preclude a Party which so desires from skipping the IT mediation
procedure and immediately pursuing the dispute procedure mentioned
in Article 12.2.
COMPUTER SERVICES
In addition to the General Provisions in these General Terms and
Conditions, the provisions set forth in this Chapter “Computer
Services” shall apply if the Supplier provides services in the area of
computer services, including automated processing of data using
software and equipment managed by the Supplier.
13. Term
13.1 If the Agreement relates to providing computer services
periodically or regularly, the Agreement shall be entered into for the
term agreed between the Parties, in the absence of which a one-year
term shall apply. The term of the Agreement shall be tacitly extended
each time by the length of the original period, unless the Customer or
the Supplier terminates the Agreement in writing with due observance
of a notice period of three months before the end of the period
concerned.
14. Performance of the work
14.1 The Supplier shall only provide the computer services at the
Customer’s instruction. If the Supplier provides computer services
pursuant to an authorised order from a government body regarding
information of the Customer or its employees, all related expenses
shall be charged to the Customer. The Supplier shall provide the
computer services with due care in accordance with the procedures and
agreements recorded in writing with the Customer.
14.2 All data to be processed by the Supplier shall be prepared and
delivered by the Customer in accordance with the conditions to be
stated by the Supplier. The Customer shall bring the data to be
processed to and pick up the results of the processing at the location
where the Supplier performs the computer services. Transport and
transmission, in whatever manner, shall occur at the Customer’s
expense and risk, even if they have been carried out or arranged by
the Supplier.
14.3 The Customer warrants that all materials, data, software,
procedures and instructions provided by it to the Supplier to perform
the computer services shall always be correct and complete and that all
data carriers furnished to the Supplier shall meet the Supplier’s
specifications.
14.4 All equipment, software and other objects used by the Supplier for
the computer services shall remain the Supplier’s property or the
subject of the Supplier’s intellectual and industrial property, even if the
Customer pays a fee for the Supplier to develop or acquire them. The
Supplier may maintain possession of the products and data received
from the Customer and the results generated from the processing until
the Customer has paid all amounts owed to the Supplier.
14.5 The Supplier may modify the substance or scope of the computer
services. If such modifications result in a change in the procedures
applicable at the Customer’s, the Supplier shall inform the Customer as
soon as possible and the Customer shall be responsible for the costs of
this change. The Customer may terminate the Agreement in that case
by providing written notice no later than the date on which the
modification becomes effective, unless this modification relates to
changes in relevant legislation or other rules provided by competent
authorities or the Supplier assumes the costs of this modification.
14.6 The Supplier shall, to the best of its ability, do its utmost to ensure
that the software used by it to perform the computer services is
adapted in a timely manner to amendments in the Dutch laws and
regulations observed by it in connection with its services. Upon
request, the Supplier shall advise the Customer at its usual rates with
regard to the effects of these adaptations for the Customer.
15. Security, privacy and retention periods
15.1 The Supplier shall comply with the statutory obligations which it
has as a processor concerning its processing personal data. The
Supplier shall provide appropriate technical and organisational
measures to protect personal and other data against loss or against
any form of unlawful processing.
15.2 The Customer warrants that all statutory provisions concerning
processing personal data, including provisions in or under the Personal
Data Protection Act, have been strictly observed and that all prescribed
registrations have been carried out and all required consents to process
personal data have been obtained. The Customer shall provide the
Supplier immediately in writing with all requested information in this
respect.
15.3 The Customer shall indemnify the Supplier against all third-party
claims which may be filed against the Supplier because of a violation of
the Personal Data Protection Act and/or other laws concerning
processing personal data which is not imputable to the Supplier.
15.4 The Customer shall indemnify the Supplier against all claims of
third parties, including government bodies, which may be filed against
the Supplier because of a violation of the laws concerning the statutory
retention periods.
16. Guarantee
16.1 The Supplier shall not be responsible for checking the accuracy and
completeness of the results of the computer services. The Customer
shall check these results itself after receiving them. The Supplier does
not warrant that the computer services shall be provided without errors
or without interruptions. If defects in the results of the computer
services are a direct consequence of products, software, data carriers,
procedures or operating actions for which the Supplier is expressly
responsible under the Agreement, the Supplier shall repeat the
computer services in order to fix these imperfections to the best of its
ability, provided the Customer notifies the Supplier of these
imperfections in writing and in detail as soon as possible, but no later
than within one week after receiving the results of the computer
services. Repetition shall only be done free of charge if the defects in
the computer services are imputable to the Supplier. If the defects
cannot be imputed to the Supplier and/or are the result of errors or
imperfections on the Customer’s part, such as providing incorrect or
incomplete information, the Supplier shall charge the costs of any
repetition to the Customer according to its usual rates. If fixing the
defects imputable to the Supplier is not technically or reasonably
possible, the Supplier shall credit the amounts owed by the Customer
for the computer services concerned, without further or otherwise being
liable to the Customer. The Customer shall not have any other rights
because of defects in the computer services besides those described in
these guarantee provisions.
SERVICES
In addition to the General Provisions in these General Terms and
Conditions, the provisions set forth in this Chapter “Services” shall
apply if the Supplier provides services, such as giving advice, feasibility
studies, consultancy, study programmes, courses, training sessions,
support, secondment, hosting, the design, development,
implementation or management of software, websites or information
systems and services regarding networks. These provisions shall not
affect the provisions included in these General Terms and Conditions
concerning specific services, such as computer services, development
of software and maintenance.
17. Performance
17.1 The Supplier shall, to the best of its ability, do its utmost to
perform the services with due care and, where appropriate, in
accordance with the agreements and procedures recorded in writing
with the Customer. All of the Supplier’s services shall be performed on
the basis of a best efforts obligation, unless and insofar as the Supplier
has expressly promised a result in the written Agreement and the
result concerned has also been described with sufficient definiteness.
Any agreements concerning a service level must always be expressly
agreed in writing.
17.2 If it has been agreed that the services shall be provided in stages,
the Supplier shall be entitled to postpone the start of the services
which are part of a stage until the Customer has approved the results
of the preceding stage in writing.
17.3 In performing the services, the Supplier shall only be obliged to
follow timely and sensible instructions of the Customer if this has been
expressly agreed in writing. The Supplier shall not be required to follow
instructions which change or supplement the substance or scope of the
agreed services; if such instructions are followed, however, the work in
question shall be compensated pursuant to Article 18.
17.4 If a services agreement has been entered into with a view to
performance by a particular person, the Supplier shall always be
entitled to replace this person after consultation with the Customer
with one or more other persons with the same qualifications.
17.5 In the absence of an expressly agreed invoicing schedule, all
amounts relating to services provided by the Supplier shall be owed
once every calendar month in arrear.
18. Modification and additional work
18.1 If, at the request of or with prior consent from the Customer, the
Supplier has performed work or rendered other performance which
goes beyond the substance or scope of the agreed services, the
Customer shall pay for that work or performance according to the
Supplier’s usual rates. Expanding or modifying a system analysis, a
design or specifications shall also constitute additional work. The
Supplier shall never be obliged to satisfy such a request, and it may
require that a separate written agreement be concluded.
18.2 The Customer accepts that work or performance as referred to in
Article 18.1 may affect the agreed or expected time of completion of
the services and the mutual responsibilities of the Customer and
Supplier. The fact that additional work (or the demand for it) arises
during execution of the Agreement shall never be a ground for the
Customer to rescind or terminate the Agreement.
18.3 Insofar as a set price has been agreed for the services, the
Supplier shall, upon request, inform the Customer in writing in advance
about the financial consequences of the extra work or performance.
19. Study programmes, courses and training sessions
19.1 Insofar as the services by the Supplier consist of providing a study
programme, course or training session, the Supplier may always
demand payment of the amount owed before it begins to provide these
services. The Supplier’s normal rules shall govern the consequences of
cancellation of participation in the study programme, course or training
session.
19.2 If the number of registrations justifies doing so in the Supplier’s
judgment, the Supplier shall be entitled to combine the study
programme, course or training session with one or more other study
programmes, courses or training sessions, or to have them take place
at a later date or a later time.
20. Secondment
20.1 There shall be secondment within the meaning of these Terms and
Conditions if the Supplier makes an employee (hereinafter: “the
Seconded Employee”) available to the Customer in order to have this
Employee perform work under the Customer’s supervision,
management and/or direction.
20.2 The Supplier shall exert its best efforts to ensure that the
Seconded Employee remains available for the term of the Agreement,
notwithstanding the provisions in Article 17.4 concerning replacement.
20.3 The Customer shall be entitled to request replacement of the
Seconded Employee (i) if the Seconded Employee demonstrably does
not meet expressly agreed quality requirements and the Customer
provides written notice of this to the Supplier within three working days
after the work commences, or (ii) if the Seconded Employee
experiences a long-term illness or leaves the Supplier’s employment.
The Supplier shall immediately address the request, making it a
priority. The Supplier does not warrant that replacement shall always
be possible. If replacement is not or not immediately possible, the
Customer’s claims to further performance of the Agreement as well as
all claims of the Customer on account of non-performance of the
Agreement shall be extinguished. The Customer’s payment obligations
concerning the work performed shall continue to exist.
20.4 The Supplier shall be obliged to make timely and complete
payment of the wage tax and social security contributions (including
advance contributions) to be paid for the Seconded Employee in
connection with the Agreement. The Supplier shall indemnify the
Customer against all statutory claims by the Tax Authorities or social
insurance agencies regarding taxes and social security contributions
directly relating to the Supplier’s making the Seconded Employee
available (“liability for using external personnel”), provided the
Customer allows the Supplier to handle the claims concerned
completely, cooperates fully with it and furnishes it with all necessary
information and, if the Supplier desires, powers of attorney to conduct
legal proceedings.
20.5 The Supplier shall not accept any liability for the selection of the
Employee or for the results of the work arising under the Customer’s
supervision, management and/or direction.
DEVELOPMENT OF SOFTWARE
In addition to the General Provisions in these General Terms and
Conditions and the specific provisions in the Chapter “Services”, the
provisions set forth in this Chapter “Development of Software” shall
apply if the Supplier develops software at the Customer’s instruction
and possibly installs it. The Chapter “Software Use and Maintenance”
shall also apply to this software, except insofar as this Chapter
provides differently. The rights and obligations referred to in this
Chapter shall pertain solely to computer software in a form which is
readable for a data processing machine and recorded on material which
is readable for such a machine, as well as to the related
documentation. Where this Chapter mentions “software”, this shall also
refer to websites.
21. Development of software
21.1 If specifications for or a design of the software to be developed
were not already given to the Supplier when the Agreement was
concluded, the Parties shall in consultation specify in writing which
software shall be developed and in which manner this shall occur. The
Supplier shall develop the software with due care based on data to be
provided by the Customer, the correctness, completeness and
consistency of which the Customer shall warrant. If the Parties have
agreed to use a development method which is characterised by the
design and/or development of software parts being subject to a further
setting of priorities to be determined during execution of the
Agreement, this setting of priorities shall always occur in consultation
between the Parties.
21.2 The Supplier shall be entitled, but not required, to examine the
correctness, completeness or consistency of the data, specifications or
designs given to it and, if any imperfections are discovered, to suspend
the agreed work until the Customer has eliminated the imperfections
concerned.
21.3 Subject to the provisions in Article 6, the Customer shall only
acquire the right to use the software in its own company or
organisation. The software’s source code and the technical
documentation created in developing the software may only be made
available to the Customer if and insofar as expressly agreed in writing,
in which case the Customer shall be entitled to make changes to this
software. If the Supplier is obliged at law to make the source code
and/or technical documentation to the Customer, the Supplier may
demand a reasonable fee.
22. Delivery, installation and acceptance
22.1 The Supplier shall deliver the software to be developed to the
Customer and install it as much as possible in accordance with the
specifications recorded in writing, with installation only occurring if
installation by the Supplier has been agreed in writing. In the absence
of express agreements in this regard, the Customer itself shall install,
set up, design parameters for and tune the software and, if necessary,
adjust the equipment and user environment used in this connection.
Unless expressly otherwise agreed, the Supplier shall not be required
to convert data.
22.2 If an acceptance test has been agreed, the test period shall be 14
days after delivery or, if installation by the Supplier has been agreed in
writing, after the installation is completed. The Customer shall not be
allowed to use the software for productive or operational purposes
during the test period. The Supplier may always require, hence, even if
this has not been expressly agreed, that the Customer conduct a
proper test of sufficient scope and depth using sufficiently qualified
employees as to interim or other results of the development work and
that the test results be reported to the Supplier in writing and in a wellorganised and comprehensible manner.
22.3 The software shall be considered accepted by the Parties:
a. if an acceptance test has not been agreed between the Parties: at
the time of delivery or, if installation by the Supplier has been agreed in
writing, when the installation is completed, or
b. if an acceptance test has been agreed between the Parties: on the
first day after the test period, or
c. if the Supplier receives a test report as referred to in Article 22.5
before the end of the test period: at the time that the errors within the
meaning of Article 6.6 mentioned in that test report have been fixed,
notwithstanding the existence of imperfections which do not preclude
acceptance under Article 22.6. In deviation from this, if the Customer
makes any use of the software for productive or operational purposes
before express acceptance, the software shall be considered fully
accepted as from the start of that use.
22.4 If, when the agreed acceptance test is conducted, it turns out that
the software contains errors which impede the progress of the acceptance
test, the Customer shall proven written, detailed notice to the Supplier, in
which case the test period shall be interrupted until the software has been
adjusted in such a manner that this impediment is eliminated.
22.5 If, when the agreed acceptance test is conducted, it turns out that
the software contains errors within the meaning of Article 6.6, the
Customer shall inform the Supplier about the errors through a written
and detailed test report no later than on the last day of the test period.
The Supplier shall do its utmost to fix the aforementioned errors to the
best of its ability within a reasonable time period, with the Supplier
being entitled to install temporary solutions, program bypasses or
problem-avoiding restrictions in the software.
22.6 Acceptance of the software may not be withheld on other grounds
besides those relating to the expressly agreed specifications between
the Parties nor because of the existence of minor errors, that is, errors
which do not reasonably preclude putting the software to operational or
productive use, notwithstanding the Supplier’s obligation to fix these
minor errors under the guarantee provisions of Article 25, if applicable.
In addition, acceptance may not be withheld with regard to aspects of
the software which can only be evaluated subjectively, such as the
design of the user interfaces.
22.7 If the software is delivered and tested in stages and/or parts, the
non-acceptance of a particular stage and/or part shall not affect any
acceptance of an earlier stage and/or another part.
22.8 Acceptance of the software in one of the ways referred to in Article
22.3 shall have the effect that the Supplier is fully discharged for
performing its obligations concerning developing and providing the
software and, if installation by the Supplier has also been agreed in a
particular case, its obligations concerning installing the software.
Acceptance of the software shall not in any way impair the Customer’s
rights under Article 22.6 regarding minor defects and Article 25
regarding the guarantee.
22.9 In the absence of an expressly agreed invoicing schedule, all
amounts pertaining to development of the software shall be owed when
the software is delivered or, if installation by the Supplier has also been
agreed in a particular case, when the installation is completed.
SOFTWARE USE AND MAINTENANCE
In addition to the General Provisions in these General Terms and
Conditions, the provisions set forth in this Chapter “Software Use and
Maintenance” shall apply to all software provided by the Supplier. The
rights and obligations referred to in this Chapter shall pertain solely to
computer software in a form which is readable for a data processing
machine and recorded on material which is readable for such a
machine, as well as to related documentation, all of this including any
new versions to be furnished by the Supplier. Where this Chapter
mentions “software”, this shall also refer to websites.
23. Right of use
23.1 Subject to the provisions in Article 6, the Supplier shall grant the
Customer the non-exclusive right to use the software. The Customer
shall always strictly comply with the use restrictions agreed between
the Parties. Subject to the other provisions in these General Terms and
Conditions, the Customer’s right of use shall only include the right to
load and run the software.
23.2 The Customer may only use the software in its own company or
organisation on the one processing unit and for a specific number or
type of users or terminals for which the right of use has been
furnished. Insofar as not otherwise agreed, the Customer’s processing
unit on which the software is used for the first time and the number of
terminals connected to that processing unit at the time of initial use
shall be considered the processing unit and number of terminals for
which the right of use has been furnished. In the event there is a
malfunction in the aforementioned processing unit, the software can be
used on another processing unit for the duration of the malfunction.
The right of use may pertain to multiple processing units insofar as this
is expressly apparent from the Agreement.
23.3 The right of use shall not be transferable. The Customer shall not
be allowed to sell, lease, sub license or alienate the software and data
carriers on which it has been recorded, grant restricted rights to this
software or these data carriers or provide them to a third party in any
manner or for any purpose whatsoever, give a third party remote or
non-remote access to the software or place the software with a third
party for hosting, not even if the third party in question will only use
the software for the Customer’s benefit. The Customer shall not modify
the software except in connection with fixing errors. The Customer
shall not use the software to process data for third parties (“timesharing”). The software’s source code and the technical documentation
generated in developing the software shall not be made available to the
Customer, not even if the Customer is prepared to pay financial
compensation for making them available. The Customer acknowledges
that the source code is confidential in nature and that it includes the
Supplier’s trade secrets.
23.4 The Customer shall immediately return all copies of the software
in its possession to the Supplier after the right to use the software
ends. If the Parties have agreed that the Customer shall destroy the
copies concerned when the right of use ends, the Customer shall
provide written notice of such destruction to the Supplier immediately.
24. Delivery, installation and acceptance
24.1 The Supplier shall deliver the software to the Customer on the
agreed type and format of data carriers and, if installation by the
Supplier has been agreed in writing, shall install the software at the
Customer’s. In the absence of express agreements in this regard, the
Customer itself shall install, set up, design parameters for and tune the
software and, if necessary, adjust the equipment and user environment
used in this connection. Unless expressly otherwise agreed, the
Supplier shall not be required to convert data.
24.2 If an acceptance test has been agreed between the Parties in
writing, the provisions in Articles 22.2 to 22.7 shall apply by analogy. If
the Parties have not agreed on any acceptance test, the Customer shall
accept the software in the condition in which it is at the time of
delivery, hence, with all apparent and non-apparent errors and other
defects, without prejudice to the Supplier’s obligations under the
guarantee of Article 25. The provisions in Article 22.8 shall apply fully
in all cases.
24.3 In the absence of an expressly agreed invoicing schedule, all
amounts pertaining to making the software available and the right to
use the software shall be owed when the software is delivered or, if
installation by the Supplier has also been agreed in writing in a
particular case, when the installation is completed.
25. Guarantee
25.1 The Supplier shall do its utmost to fix errors in the software within
the meaning of Article 6.6 to the best of its ability within a reasonable
time period if they have been reported in writing and in detail to the
Supplier within three months after delivery or, if an acceptance test has
been agreed between the Parties, within three months after
acceptance. The Supplier does not warrant that the software shall
operate without interruption, errors or other defects or that all errors
and other defects shall be corrected. Repairs shall be performed free of
charge, unless the software has been developed at the Customer’s
instruction other than for a set price, in which case the Supplier shall
charge the repair costs according to its usual rates. The Supplier may
charge the repair costs according to its usual rates if there have been
operating errors or improper use on the Customer’s part or other
causes not imputable to the Supplier or if the errors could have been
ascertained when the agreed acceptance test was conducted. The
guarantee shall not include fixing mutilated or lost data. The guarantee
obligation shall be extinguished if the Customer makes changes or has
changes made to the software without the Supplier’s written
permission, which permission shall not be withheld on unreasonable
grounds.
25.2 Errors shall be fixed at a location to be determined by the
Supplier. The Supplier shall be entitled to install temporary solutions,
program bypasses or problem-avoiding restrictions in the software.
25.3 The Supplier shall not have any obligations concerning fixing
errors reported after the expiry of the guarantee period referred to in
Article 25.1, unless the Parties have concluded a maintenance
agreement which includes such a duty to fix.
26. Maintenance
26.1 If a maintenance agreement has been concluded for the software
or if the user’s fee for the software includes maintenance, the
Customer shall provide detailed notice to the Supplier of the errors
observed in the software in accordance with the Supplier’s usual
procedures. After receiving the notice, the Supplier shall, to the best of
its ability, do its utmost to fix errors within the meaning of Article 6.6
and/or to make improvements in later, new versions of the software.
Depending on the urgency, the results shall be provided to the
Customer in the manner and within the time period to be determined
by the Supplier. The Supplier shall be entitled to install temporary
solutions, program bypasses or problem-avoiding restrictions in the
software. In the absence of express agreements in this regard, the
Customer itself shall install, set up, design parameters for and tune the
corrected software or the new version provided and, if necessary,
adjust the equipment and user environment used in this connection.
Unless expressly otherwise agreed, the Supplier shall not be required
to convert data.
26.2 The Supplier does not warrant that the software shall operate
without interruption, errors or other defects or that all errors or other
defects shall be corrected.
26.3 The Supplier may charge the repair costs according to its usual
rates if there have been operating errors or improper use on the
Customer’s part or other causes not imputable to the Supplier or if the
software has been modified by others besides the Supplier.
Maintenance shall not include fixing mutilated or lost data.
26.4 If a maintenance agreement has been concluded, the Supplier
shall provide improved versions of the software to the Customer when
they become available. The Supplier shall no longer be required to fix
any errors in the old version or to provide support regarding an old
version three months after an improved version becomes available. In
providing a version with new options and functions, the Supplier may
require the Customer to enter into a new agreement with the Supplier
and to pay a new fee for this version being made available.
26.5 If the Customer does not enter into a maintenance agreement
with the Supplier at the same time that the agreement to provide the
software is concluded, the Supplier cannot be required to enter into a
maintenance agreement at a later time.
26.6 In the absence of an expressly agreed invoicing schedule, all
amounts pertaining to maintaining software shall be owed before the
maintenance period commences.
27. Software from the Supplier’s supplier
27.1 If and insofar as the Supplier provides software from third parties
to the Customer, those third parties’ terms and conditions shall replace
the provisions in these Terms and Conditions and shall apply with
regard to that software, provided that the Supplier notifies the
Customer in writing. The Customer shall accept the aforementioned
third-party terms and conditions. These terms and conditions shall be
available for the Customer’s inspection at the Supplier’s and the
Supplier shall send these terms and conditions free of charge to the
Customer at its request. If and insofar as the aforementioned thirdparty terms and conditions are deemed or declared inapplicable to the
relationship between the Customer and the Supplier for whatever
reason, the provisions in these General Terms and Conditions shall fully
apply.
SALE OF EQUIPMENT
In addition to the General Provisions in these General Terms and
Conditions, the provisions set forth in this Chapter “Sale of Equipment”
shall apply if the Supplier sells equipment to the Customer. Insofar as
the purport of the following provisions is not inconsistent with this, the
term “equipment” shall also include separate equipment parts.
28. Selection of equipment, delivery and risk
28.1 The Customer shall bear the risk of selecting the equipment
purchased. The Supplier shall not warrant that the equipment is
appropriate for the use intended by the Customer, unless the intended
uses have been clearly specified without reservation in the written
purchase agreement between the Parties.
28.2 The equipment sold by the Supplier to the Customer shall de
delivered to the Customer at the site of the Supplier’s warehouse. The
Supplier shall deliver the equipment sold to the Customer or have this
delivered at a location to be designated by the Customer only if this
has been agreed in writing. The Supplier shall inform the Customer
before delivery in as timely a manner as possible of the time which it or
the carrier used intends to deliver the equipment. The delivery times
indicated by the Supplier shall always be indicative.
28.3 Equipment shall be delivered at the agreed location for the agreed
purchase price. Unless expressly otherwise agreed, the equipment’s
purchase price shall not include the costs of transport, insurance,
rigging and hoisting, leasing temporary facilities and the like.
28.4 The risk of loss and theft of and damage to the equipment shall
pass to the Customer when it is delivered to the Customer. If a carrier
is used for the delivery (whether or not at the Customer’s request or
instruction), the risk of loss, theft and damage shall, however, already
pass to the Customer when the equipment is delivered to the carrier.
28.5 The Supplier shall package the equipment in accordance with the
usual standards it applies. If the Customer desires a specific manner of
packaging, it shall bear the related additional costs. The Customer shall
handle the packaging released with the products delivered by the
Supplier in a manner that is consistent with the applicable government
regulations. The Customer shall indemnify the Supplier against thirdparty claims based on non-compliance with such regulations.
29. Environment requirements and installation
29.1 The Customer shall ensure an environment which meets the
requirements specified by the Supplier for the equipment in a particular
case (for example, concerning temperature, humidity, technical
environment requirements and the like).
29.2 If the Parties have expressly agreed on this in writing, the
Supplier shall install the equipment or have it installed. Any
requirement by the Supplier to install equipment shall not include the
requirement to install software or to convert data.
29.3 If the Supplier has undertaken to perform installation, the
Customer shall provide a suitable installation site with all necessary
facilities, such as cable work and telecommunications facilities, before
delivery of the equipment and follow all instructions of the Supplier
necessary for the installation.
29.4 To enable the Supplier to perform the necessary work, the
Customer shall give the Supplier access to the installation site during
the Supplier’s normal working days and hours.
30. Guarantee
30.1 The Supplier shall do its utmost to fix, to the best of its ability, any
defective material and manufacturing defects in the equipment, as well
as in parts delivered by the Supplier in connection with the guarantee
or maintenance within a reasonable time period and free of charge, if
these have been reported, with a detailed description, to the Supplier
within three months after delivery. If, in the Supplier’s reasonable
judgment, repairs are not possible, will take too long or will entail
disproportionately high costs, the Supplier shall be entitled to replace
the equipment free of charge with other, similar, but not necessarily
identical, equipment. The guarantee shall not include data conversion
which is necessary due to repairs or replacement. All parts replaced
shall be the property of the Supplier. The guarantee obligation shall be
extinguished if the defective material or manufacturing defects result in
whole or in part from incorrect, careless or incompetent use, from
external causes such as fire or water damage, or if, without the
Supplier’s permission, the Customer makes changes or causes changes
to be made to the equipment or to the parts delivered by the Supplier
in connection with the guarantee or maintenance. The Supplier shall
not withhold such permission on unreasonable grounds.
30.2 The Supplier shall charge work and repair costs falling outside the
scope of this guarantee in accordance with its usual rates.
30.3 The Supplier shall not have any obligations concerning fixing
errors reported after the expiry of the guarantee period referred to in
Article 30.1, unless the Parties have concluded a maintenance
agreement which includes such a duty to fix.
31. The equipment of the Supplier’s supplier
31.1 If and insofar as the Supplier provides equipment from third
parties to the Customer, those third parties’ terms and conditions shall
replace the deviating provisions in these Terms and Conditions and
shall apply with regard to that equipment, provided that the Supplier
notifies the Customer in writing. The Customer shall accept the
aforementioned third-party terms and conditions. These terms and
conditions shall be available for the Customer’s inspection at the
Supplier’s and the Supplier shall send these terms and conditions free
of charge to the Customer at its request. If and insofar as the
aforementioned third-party terms and conditions are deemed or
declared inapplicable to the relationship between the Customer and the
Supplier for whatever reason, the provisions in these General Terms
and Conditions shall fully apply.
MAINTENANCE OF EQUIPMENT
In addition to the General Provisions in these General Terms and
Conditions, the provisions set forth in this Chapter “Maintenance of
Equipment” shall apply if the Supplier and the Customer have
concluded an agreement for maintenance of equipment.
32. Duration of the maintenance obligation
32.1 The agreement to maintain equipment shall be entered into for
the term agreed between the Parties, in the absence of which a oneyear term shall apply.
32.2 The term of the Agreement shall be tacitly extended each time by
the length of the original period, unless the Customer or the Supplier
terminates the Agreement in writing with due observance of a notice
period of three months before the end of the period concerned.
33. Maintenance
33.1 The substance and scope of the maintenance services to be
provided by the Supplier and any related service levels shall be
recorded between the Parties in a written agreement. In the absence of
such an agreement, the Supplier undertakes to do its utmost to
remedy, to the best of its ability and within a reasonable time period,
malfunctions which have been properly reported to the Supplier by the
Customer. In this Chapter, “malfunction” shall mean not meeting the
equipment’s specifications expressly made known by the Supplier in
writing, or not meeting these specifications without interruption. A
malfunction shall only exist if the Customer can demonstrate it and it
can be reproduced.
33.2 The maintenance shall be performed during the Supplier’s normal
working days and working hours.
33.3 The Supplier reserves the right to suspend its maintenance
obligations during the time that, in the Supplier’s judgment, there are
circumstances at the site where the equipment is to be set up which
entail risks to the safety or health of the Supplier’s employees.
33.4 The Supplier shall ensure that its expertise concerning the
equipment is kept up-to-date. The Supplier shall register and record in
its administration all relevant data concerning the work performed on
the equipment. Upon request, the Supplier shall allow the Customer to
examine the data recorded.
33.5 Parts shall be replaced if this is necessary in the Supplier’s
judgment to fix or prevent malfunctions. The parts replaced shall be or
remain the Supplier’s property.
34. Maintenance and use terms and conditions
34.1 The Customer shall immediately inform the Supplier after a
malfunction occurs in the equipment by having one of its employees
with expertise in this area draw up a detailed description of the
malfunction. The Supplier shall be obliged to give access to the
Supplier’s employees or third parties designated by the Supplier to the
site of the equipment, to provide all other necessary cooperation, and
to make the equipment available to the Supplier for the maintenance
work.
34.2 At the Supplier’s request, an employee of the Customer with
expertise in this area shall be present during the maintenance work for
consultation. The Customer shall be entitled to be present during all
work to be performed for the Customer.
34.3 The Customer shall not be entitled to connect equipment and
systems not delivered by the Supplier to the equipment sold to the
Customer and to install software not delivered by the Supplier on it.
The Customer shall be responsible for the costs of examining and
remedying malfunctions which occur through connecting equipment
not delivered by the Customer or installing software not delivered by
the Supplier.
34.4 If, in the Supplier’s judgment, maintenance of the equipment
requires that the equipment’s connections be tested with other
systems or equipment, the Customer shall provide these other systems
or this other equipment, as well as the relevant test procedures and
data carriers, to the Supplier.
34.5 Test material necessary for maintenance work which is not part of
the Supplier’s normal equipment shall be provided by the Customer.
34.6 The Customer shall arrange for the technical, spatial and
telecommunications facilities which are necessary to allow the
equipment to operate. “Maintenance” shall expressly not include the
aforementioned facilities and terminals.
34.7 The Customer shall bear the risk of loss or theft of or damage to
the equipment during the period that the Supplier has the equipment in
its possession for the maintenance work. The Customer shall be
responsible for insuring this risk. Before the equipment is provided to
the Supplier for maintenance, the Customer shall ensure that a proper
and complete back-up copy has been made of all software and data
recorded in the equipment.
34.8 The Supplier shall not accept any maintenance obligations for
equipment not set up in The Netherlands, unless expressly otherwise
agreed in writing.
34.9 In the absence of an expressly agreed invoicing schedule, all
amounts relating to maintenance of equipment shall be owed when the
maintenance period commences.
35. Exclusions
35.1 Work to examine or repair malfunctions which arise from improper
use of the equipment or external causes, such as defects in
communication lines or in the power supply, or connections with and/or
use of equipment, software or materials not covered by the
Agreement, shall not be part of the Supplier’s obligations under the
Agreement, and shall be charged to the Customer separately at the
usual rates.
35.2 The maintenance price shall not include:
• replacing consumer goods, such as, for example, magnetic storage
media and printer ribbons;
• replacement costs for parts as well as maintenance services for
remedying malfunctions which are caused in whole or in part by
attempts to repair made by others besides the Supplier;
• work to service the equipment in whole or in part;
• equipment modifications;
• moving, relocating or reinstalling equipment or work resulting from
this.