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Pyramid Productions Terms and Conditions

The Pyramid Productions Terms  and  Conditions  are  filed  with  the Dutch Chamber of Commerce. The Dutch version of this document prevails. This means that in the event of doubt, the Dutch text shall be binding.

Chapter 1. General provisions

Art.1 Applicability of the Pyramid Productions Terms and      Conditions

1.1   These Pyramid Productions Terms and Conditions apply to all offers  and  contracts  pursuant  to  which  the  supplier delivers  goods  and/or  provides  services  of  any  nature whatsoever and under whatever name to the customer.

1.2   Departures  from  and  additions  to  these  general  terms and  conditions  shall  only  be  valid  if  they  are  agreed between the parties in writing.

1.3   The  applicability  of  the  customer’s  purchasing  or  other conditions is specifically excluded.

Art. 2   Offers

2.1   All offers and other communications of the supplier are subject to confirmation unless the supplier has indicated otherwise in writing. The  customer guarantees that the information that it has provided or that has been provided on its behalf to the supplier and on which the supplier has based its offer is accurate and complete.

Art. 3   Price and payment

3.1   All prices are in- or exclusive of turnover tax (VAT) and other levies imposed by the government, depending on what current taxes are applicable. All prices stated by the supplier are in euros (EUR) and the customer must make all payments in euros.

3.2   The customer may not derive any rights or expectations from  a  cost  estimate  or  budget  issued  by  the  supplier unless the parties have otherwise agreed in writing. An available budget made known to the supplier by the customer  shall  only  apply  as  a  (fixed)  price  agreed  between the parties for the performance to be delivered by  the  supplier  if  this  has  been  expressly  agreed  in writing.

3.3  If,  according  to  the  contract  concluded  between  the parties, the customer consists of several natural persons and/or  legal  entities,  each  of  these  natural  persons and/or legal entities shall be jointly and severally liable towards the supplier for performance of the contract.

3.4   Information  from  the  supplier’s  records  shall  count  as conclusive  evidence  with  respect  to  the  performance delivered by the supplier and the amounts owed by the customer  for  delivery  of  this  performance,  without prejudice to the customer’s right to produce evidence to the contrary.

3.5   If  a  periodic  payment  obligation  on  the  part  of  the customer applies, the supplier shall be entitled to adjust, in  writing  and  in  accordance  with  the  index  or  other standard  included  in  the  contract,  the  applicable  prices and  rates  to  the  term  specified  in  the  contract.  If  the contract does not expressly provide for the possibility on the part of the supplier to adjust the prices or rates, the supplier shall always be entitled to adjust, in writing and with due observance of a term of at least three months, the applicable prices and rates. If the customer does not agree to the adjustment in this latter case, the customer shall  be  entitled  to  terminate  the  contract  in  writing within  thirty  days  following  notice  of  the  adjustment, which termination shall take effect on the date on which the new prices and/or rates would take effect.

3.6   The parties shall record the date or dates on which the supplier shall  charge the customer  for the  performance agreed in the contract. Amounts owed must be paid by the  customer  in  accordance  with  the  agreed  payment terms or the payment terms stated on the invoice.  The customer  may not suspend any  payment  and  may  also not set off any amounts owed.

Art. 4   Term of the contract

4.1   The term of the contract shall NOT be tacitly extended and extends for a fixed period of 1 year, unless otherwise stated agreed upon in writing between the supplier and the customer.

Art. 5   Privacy and data processing

5.1   The customer indemnifies the supplier against claims of persons whose personal data is recorded or processed in the  context  of  a  register  of  personal  data  that  is maintained by the customer or for which the customer is otherwise  responsible  by  law,  unless  the  customer proves  that  the  facts  on  which  a  claim  is  based  are attributable to the supplier.

5.2   The  customer  is  fully  responsible  for  the  data  that  it processes in the context of using a service of the supplier. The customer guarantees vis-à-vis the supplier that the content,  use  and/or  processing  of  the  data  are  not unlawful and do not infringe any right of a third party. The customer indemnifies the supplier against any claim of  a  third  party  instituted  for  whatever  reason  in connection  with  this  data  or  the  performance  of  the contract.

Art. 6  Risk transfer

6.1   The  risk  of  loss,  theft,  misappropriation  or  damage  of items,  information  (including  user  names,  codes  and passwords),  documents,  software  or  data  files  that  are created, supplied or used in the context of performing the contract shall pass to the customer at the time at which the  customer  or  an  auxiliary  person  of  the  customer comes  into  actual  possession  of  the  items  and information referred to.

Art. 7   Intellectual property

7.1   All intellectual property rights to the software, websites, data  files,  equipment  and  training,  testing  and examination  materials,  as  well  as  other  materials  like analyses,  designs,  documentation,  reports  and  offers, including preparatory materials in this regard, developed or made available to the customer under the contract are held  exclusively  by  the  supplier,  its  licensors  or  its suppliers.  The  customer  shall  have  the  rights  of  use expressly  granted  under  these  general  terms  and conditions, the contract concluded in writing between the parties and the law. A right accorded to the customer is non-exclusive  and  may  not  be  transferred,  pledged  or sublicensed.

7.2   The customer may not remove or change any indication concerning  the  confidential  nature  of  or  concerning  the copyrights, brands, trade names or any other intellectual property right pertaining to the software, websites, data files, equipment or materials, or have any such indication removed or changed.

7.3   Even  if  not  expressly  provided  for  in  the  contract,  the supplier may always take technical measures to protect equipment,  data  files,  websites,  software  made available,  software  to  which  the  customer  is  granted direct or indirect access, and the like in connection with an agreed limitation in terms of the content or duration of the right of use of these items. The customer may not remove or bypass such technical measures or have such technical measures removed or bypassed.

7.4   The supplier indemnifies the customer against any claim of  a  third  party  based  on  the  allegation  that  software, websites,  data  files,  equipment  or  other  materials developed  by  the  supplier  itself  infringe  an  intellectual property right of that third party,  subject to the condition that  the  customer  immediately  informs  the  supplier  in writing about the existence and content of the claim and leaves  the  settlement  of  the  claim,  including  any arrangements  made  in  this  regard,  entirely  to  the supplier.  The  customer  shall  provide  the  powers  of attorney  and  information  required  to  the  supplier  and assist  the  supplier  to  defend  itself  against  such  claims. This obligation to indemnity shall not apply if the alleged infringement concerns (i) materials made available to the supplier  by  the  customer  for  use,  modification, processing  or  maintenance  or  (ii)  changes  made  or commissioned by the customer in the software, website, data  files,  equipment  or  other  materials  without  the supplier’s  written  permission.  If  it  is  irrevocably established  in  court  that  software,  websites,  data  files, equipment or other materials developed by the supplier itself  is  or  are  infringing  any  intellectual  property  right held by a third party, or if, in the opinion of the supplier, there  is  a  good  chance  that  such  an  infringement  is occurring,  the  supplier  shall  if  possible  ensure  that  the customer  can  continue  to  use,  or  use  functional equivalents  of,  the  software,  websites,  data  files, equipment  or  materials  supplied.  Any  other  or  further obligation to indemnify on the part of the supplier due to infringement of a third party’s intellectual property right is excluded.

7.5   The  customer  guarantees  that  making  equipment, software,  material  intended  for  websites,  data  files and/or  other  materials  and/or  designs  available  to  the supplier for the purpose of use, maintenance, processing, installation or integration does not infringe any rights of third  parties.  The  customer  indemnifies  the  supplier against any claim of a third party based on the allegation that  such  making  available,  use,  maintenance, processing, installation or integration infringes a right of that third party.

Art. 8   Obligations to cooperate

8.1   The parties acknowledge that the success of work in the field  of  information  and  communications  technology depends on proper and timely cooperation between the parties. The  customer  shall  always extend,  in a  timely  manner, the cooperation reasonably required by the supplier.

8.2  The customer bears the risk of selecting the items, goods and/or services to be provided by the supplier. The  customer  must always exercise  the utmost care to guarantee  that  the  requirements  that  the  supplier’s performance must meet are accurate and complete. Measurements  and  particulars  given  in  drawings, images,  catalogues,  websites,  offers,  advertising material,  standardisation  sheets  and  the  like  are  not binding for the supplier unless expressly stated otherwise by the supplier.

8.3   If  the  customer  deploys  employees  and/or  auxiliary persons  in  the  performance  of  the  contract,  these employees  and  auxiliary  persons  must  have  the knowledge and experience required.

8.4   The  customer  is  responsible  for  the  management, including checking the settings, and use of the products supplied  and/or  services  provided  by  the  supplier,  and the way in which the results of the products and services are  used.  The  customer  is  also  responsible  for  appropriately instructing users and for the use made by users.

8.5  The customer shall itself install, organise, parameterise and tune the software and support software required on its  own  equipment  and,  if  necessary,  modify  the equipment,  other  software  and  support  software  and operating environment used in this regard, and effect the interoperability that it desires.

Art. 9   Obligations to provide information

9.1   To  enable  proper  performance  of  the  contract  by  the supplier,  the  customer  shall  always  provide  all information  reasonably  required  by  the  supplier  to  the supplier in a timely manner.

9.2   The  customer  guarantees that  the information,  designs and specifications that it has provided to the supplier is or are accurate and complete.  If  the information, designs or specifications  provided  by  the  customer  contain inaccuracies apparent to the supplier, the supplier shall contact  the  customer  to  make  enquiries  about  the matter.

9.3  In  connection  with  continuity,  the  customer  shall designate a contact person or contact persons who shall act  in  that  capacity  for  the  duration  of  the  supplier’s work.  The  customer’s  contact  persons  shall  have  the experience  required,  specific  knowledge  of  the  subject matter and a proper understanding of the objectives that the customer wishes to achieve.

Art. 10   Terms

10.1   The supplier shall make reasonable efforts to comply to the greatest extent possible with the terms and delivery periods and/or dates and delivery dates, whether or not these  are  firm  deadlines  and/or  dates,  that  it  has specified or that have been agreed between the parties. The  interim  dates  and  delivery  dates  specified  by  the supplier or agreed between the parties shall always apply as  target  dates,  shall  not  bind  the  supplier  and  shall always be indicative.

10.2   If  a  term  is  likely  to  be  exceeded,  the  supplier  and customer  shall  consult  with  each  other  about  the consequences of the term being exceeded in relation to further planning.

10.3   In all cases, therefore also if the parties have agreed firm deadlines  and  delivery  periods  or  dates  and  delivery dates, the supplier shall only be in default  as a result of a period  of  time  being  exceeded  after  the  customer  has declared  the  supplier  to  be  in  default  in  writing  and  a reasonable  term  that  the  customer  granted  to  the supplier to remedy the breach has passed. The notice of default must describe the breach as comprehensively and in as much detail as possible in order to give the supplier the opportunity to respond adequately.

10.4   The supplier shall not be bound by a date or delivery date or  term  or  delivery  period,  whether  or  not  final,  if  the parties  have  agreed  an  amendment  to  the  content  or scope  of  the  contract  (additional  work,  a  change  of specifications  and  so  on)  or  a  change  in  approach  with respect to performance of the contract, or if the customer fails  to  fulfil  its  obligations  arising  from  the  contract  or fails to do so on time or in full. 

Art. 11   Termination and cancellation of the contract

11.1   Each  party  shall  only  be  authorised  to  rescind  the contract due to an attributable failure in the performance of  the  contract  if  the  other  party,  in  all  cases  after  a written  notice  of  default  that  is  as  detailed  as  possible and that grants a reasonable term to remedy the breach has  been  issued,  is  culpably  failing  to  fulfil  essential obligations under the contract. The customer’s payment obligations and all obligations of the customer or a third party  engaged  by  the  customer  to  cooperate  and/or provide  information  apply  in  all  cases  as  essential obligations under the contract.

11.2   If,  at  the  time  of  rescission,  the  customer  has  already received  goods  or  services  in  the  performance  of  the contract,  these  goods  or  services  and  the  associated payment  obligations  shall  not  be  undone  unless  the customer  proves  that  the  supplier  is  in  default  with respect to the essential part of such goods or services. With  due  regard  to  the  stipulation  of  the  preceding sentence,  amounts  invoiced  by  the  supplier  prior  to rescission  in  connection  with  what  it  already  properly performed  or  delivered  in  the  performance  of  the contract  shall  remain  payable  in  full  and  shall  become immediately due and payable at the time of termination.

11.3  A contract may be terminated by either of the parties in writing following consultation between the parties. Reasons for the termination must be stated. The  supplier  is  never obliged to pay any compensation due to termination.

11.4   Either  of  the  parties  may  terminate  the  contract  in writing,  in  whole  or  in  part,  without  notice  of  default being  required  and  with  immediate  effect,  if  the  other party  is  granted  a  moratorium,  whether  or  not provisional, a petition for bankruptcy is filed for the other party or the company of the other party is liquidated or dissolved  other  than  for  restructuring  or  a  merger  of companies.  The  supplier  may  also  terminate  the contract,  in  whole  or  in  part,  without  notice  of  default being required and with immediate effect, if a direct or indirect  change  occurs  in  the  decisive  control  of  the customer’s  company.  The  supplier  is  never  obliged  to repay any amount in money already received or pay any amount in compensation due to termination as referred to  in  this  paragraph.  If  the  customer  goes  irrevocably bankrupt, its right to use the software, websites and the like  made  available  to  it  shall  end,  as  shall  its  right  to access  and/or  use  the  supplier’s  services,  without termination by the supplier being required.

Art. 12   Liability of the supplier

12.1   The supplier’s total liability due to an attributable failure in the performance of the contract or on any legal basis whatsoever, expressly including each and every failure to fulfil  a  warranty  obligation  agreed  with  the  customer, shall  be  limited to  compensation  for  direct loss  up  to a maximum  of  the  price  stipulated  for  the  contract concerned  (excluding  VAT).

12.2   The  supplier’s  liability  for  indirect  loss,  consequential loss, loss of profits, lost savings, reduced goodwill, loss due to business interruption, loss as a result of claims of the  customer’s  customers,  loss  arising  from  the  use  of items, materials or software of third parties prescribed by the  customer  to  the  supplier  and  loss  arising  from  the engagement of suppliers prescribed by the customer to the  supplier  is  excluded.  The  supplier’s  liability  for corruption,  destruction  or  loss  of  data  or  documents  is likewise excluded.

12.3   The  exclusions  and  limitations  of  the  supplier’s  liability described paragraphs 12.1 up to and including 12.3 are entirely  without  prejudice  to  the  other  exclusions  and limitations  of  the  supplier’s  liability  described  in  these general terms and conditions.

12.4  The exclusions and limitations referred to in paragraphs 12.1 up to and including 12.4 shall cease to apply if and insofar  as  the  loss  is  the  result  of  deliberate  intent  or recklessness on the part of the supplier’s management.

12.5   Unless  performance  by  the  supplier  is  permanently impossible,  the  supplier  shall  only  be  liable  due  to  an attributable failure in the performance of a contract if the customer declares the supplier to be in default in writing without delay and grants the supplier a reasonable term to remedy the breach, and the supplier culpably fails to fulfil its obligations also after this term has passed. The  notice  of  default  must  describe  the  breach  as comprehensively  and  in  as  much  detail  as  possible  in order  to  give  the  supplier  the  opportunity  to  respond adequately.

12.6  For there to be any right to compensation, the customer must always report the loss to the supplier in writing as soon as possible after the loss has occurred. Each claim for compensation against the supplier shall be barred  by  the  mere  expiry  of  a  period  of  12  months following the inception of the claim unless the customer has  instituted  a  legal  action  for  damages  prior  to  the expiry of this period.

12.7   The customer indemnifies the supplier against any and all claims of third parties due to product liability as a result of  a  defect  in  a  product  or  system  that  the  customer supplied  to  a  third  party  and  that  consisted  in  part  of equipment, software or other materials supplied by the supplier, unless and insofar the customer is able to prove that the loss was caused by the equipment, software or other materials referred to.

12.8   The provisions of this article and all other limitations and exclusions of liability referred to in these general terms and  conditions  shall  also  apply  for  the  benefit  of  all natural  persons  and  legal  entities  that  the  supplier engages in the performance of the contract.

Art. 13   Force majeure

13.1   None  of  the  parties  shall  be  obliged  to  fulfil  any obligation,  including  any  statutory  and/or  agreed warranty  obligation,  if it  is  prevented  from  doing so  by force majeure. Force majeure on the part of the supplier means, among other things: (i) force majeure on the part of the suppliers of the supplier, (ii) the failure to properly fulfil  obligations  on  the  part  of  suppliers  that  were prescribed to the supplier by the customer, (iii) defects in items, equipment, software or materials of third parties the  use  of  which  was  prescribed  to  the  supplier  by  the customer, (iv) government measures, (v) power failures, (vi)  Internet,  data  network  or  telecommunication facilities  failures,  (vii)  war  and  (viii)  general  transport problems.

13.2   Either  of  the  parties  shall  have  the  right  to  rescind  the contract in writing if a situation of force majeure persists for more than 60 days. In such an event, that which has already been performed under  the  contract  shall  be  paid  for  on  a  proportional basis without the parties owing each other anything else.

Art. 14   Applicable law and disputes

14.1   Contracts  between  the  supplier  and  customer  are governed by Dutch law. The  United  Nations  Convention  on  Contracts  for  the International Sale of Goods (CISG) does not apply.

14.2   If  a  dispute  that  arises  by  reason  of  the  contract concluded  between  the  parties  or  by  reason  of  any further contracts deriving from it is within the jurisdiction of  the  cantonal  court  (in  Dutch:  kantongerecht),  each party shall  be  entitled  to  bring  the  case  before  the  legally competent court as a cantonal court case.

 

Chapter 2. Provision of services

The provisions of this ‘Provision of services’ chapter shall apply in addition  to  the  general  provisions  of  these  general  terms  and conditions  if  the  supplier  provides  services  of  whatever  nature, whether or not set out in more detail in one of the other chapters of these general terms and conditions, to the customer.

Art. 15   Performance

15.1   The  supplier  shall  perform  its  services  with  care  to  the best  of  its  ability,  if  applicable  in  accordance  with  the agreements  and  procedures  agreed  in  writing  with  the customer. All services by the supplier shall be performed on  the  basis  of  an  obligation  to  use  best  endeavours unless and insofar as the supplier has expressly promised a result in the written contract and the result concerned has  also  been  defined  with  sufficient  determinability  in the contract.

15.2   The supplier shall not be liable for loss or costs that are the result of the use or misuse of access or identification codes or certificates unless the misuse is the direct  result of  deliberate  intent  or  recklessness  on  the  part  of  the supplier’s management.

 

Chapter 3. Software as a Service (SaaS)

The provisions of this ‘Software as a Service’ chapter shall apply in addition  to  the  general  provisions  of  these  general  terms  and conditions and the provisions of the ‘Provision of services’ chapter if the supplier performs services under the name or in the field of Software as a Service (SaaS). For  the  application  of  these  general  terms  and  conditions,  SaaS means a service by which the supplier makes software available to the  customer  remotely  through  the  Internet  or  another  data network,  and  maintains  this  availability  remotely,  without  providing  a  physical  carrier  with  the  software  concerned  to  the customer.

Art. 16   Provision of SaaS

16.1   The supplier shall only provide SaaS on the instructions of  the  customer.  The  customer  may  not  allow  third parties  to  make  use  of  the  services  provided  by  the supplier in the field of SaaS.

16.2   If the supplier performs work relating to the data of the customer, its employees or users pursuant to a request or a competently issued order of a government agency or in connection with a legal obligation, all costs associated with this work shall be charged to the customer.

16.3   The  supplier  may  change  the  content  or  scope  of  the SaaS delivery model. If such changes result in a change in the customer’s current procedures, the supplier shall inform the customer about the matter as soon as possible and  the  costs  of  this  change  shall  be  borne  by  the customer. The customer may in this case give notice of termination of the contract, which termination shall then take effect on the date on which the change takes effect, unless  the  change  is  related  to  changes  in  relevant legislation  or  other  instructions  issued  by  competent bodies, or the supplier bears the costs of this change.

16.4   The supplier may continue to provide SaaS using a new or modified version of the software.  The supplier is not obliged  to  maintain,  modify  or  add  certain  features  or functionalities  of  the  service  or  software  specifically  for the customer.

16.5   The supplier may temporarily put all or part of the SaaS out  of  operation  for  preventive,  corrective  or  adaptive maintenance or other forms of service. The supplier shall not  allow  the  period  during  which  the  service  is  out  of operation to last longer than necessary and shall ensure if possible that this period occurs outside office hours.

16.6   The supplier is never obliged to provide a physical carrier to  the  customer  that  contains  the  software  provided to and held by the customer in the context of the SaaS.

Art. 17   Guarantee

17.1   The supplier does not guarantee that the software made available  and held in the context  of  the  SaaS is  free  of errors  and  functions  without  interruption.  The  supplier shall  make  efforts  to  fix  the  errors  in  the  software referred to in Article 20.3 within a reasonable term if and insofar as the matter concerns software developed by the supplier itself and the customer has provided a detailed, written  description  of  the  defects  concerned  to  the supplier.  Where  there  are  grounds  for  doing  so,  the supplier may postpone the fixing of defects  until a new version of the software is put into operation. The supplier does not  guarantee  that  defects  in  software  that it  has not developed itself shall be fixed. The supplier is entitled to  install  temporary  solutions,  program  bypasses  or problem-avoiding  limitations  in  the  software.  If  the software  was  developed  on  the  instructions  of  the customer, the supplier may charge for the costs of fixing to the customer in accordance with the supplier’s usual rates.

17.2   Based  on  the  information  provided  by  the  supplier concerning measures to prevent and limit the effects of malfunctions,  defects in  the  SaaS, corruption  or loss  of data or other incidents, the customer shall identify and list  the  risks  to  its  organisation  and  take  additional measures  if  necessary.  The  supplier  declares  that  it  is prepared  to  provide  assistance,  at  the  customer’s request,  to  the  extent  reasonable  and  according  to  the financial  and  other  conditions  set  by  the  supplier,  with respect to further measures to be taken by the customer. The  supplier  is  never  obliged  to  recover  data  that  has been corrupted or lost.

17.3   The supplier does not guarantee that the software made available  and  held  in  the  context  of  the  SaaS  shall  be adapted  to  changes  in  relevant  legislation  and  regulations on time.

Art. 18   Commencement of the service; payment

18.1   The SaaS provided by the supplier shall commence within a  reasonable  term  following  the  conclusion  of  the contract. The customer shall promptly ensure that it has the  facilities  required  to  use  the  SaaS  following  the conclusion of the contract.

18.2   The  customer  shall  owe  the  payment  specified  in  the contract  for  the  SaaS.  All  amounts  that  relate  to  the  SaaS provided by the supplier shall be payable within a month after the contract (or invoice) has been sent.

  

Chapter 4. Software

The provisions of this ‘Software’ chapter shall apply in addition to the general provisions if the supplier makes software available to the customer for use other than on the basis of SaaS.

Art. 19   Right of use and restrictions on use

19.1   The supplier shall make the agreed computer programs and agreed user documentation, hereinafter referred to as the ‘software’, available to the customer for use for the duration of the contract on the basis of a licence for use. The right to use the software is non-exclusive and may not be transferred, pledged or sublicensed.

19.2   The  supplier’s  obligation  to  make  available  and  the customer’s  right  of  use  extend  only  to  the  software’s object code. The customer’s right of use does not extend to the software’s source code.  The software’s source code and  technical  documentation  prepared  during  the development of the software shall not be made available to the customer, not even if the customer is prepared to pay a financial amount for the source code and technical documentation.

19.3   The  customer  shall  always  strictly  comply  with  the agreed restrictions on the use of the software, regardless of the nature or content of these restrictions.

19.4   If the parties have agreed that the software may only be used  in  combination  with  certain  equipment,  the customer  shall  in  the  event  of  any  malfunction  of  this equipment  be  entitled  to  use  the  software  on  other equipment with the same qualifications during the time that the original equipment remains defective.

19.5   The  supplier  may  require  that  the  customer  only  start using  the  software  after  having  received  one  or  more codes  needed  for  use  from  the  supplier,  the  supplier’s supplier or the producer of the software. The supplier is always entitled to take technical measures to protect the software  against  unlawful  use  and/or  against  use  in  a manner  or  for  purposes  other  than  the  manner  or purposes agreed between the parties. The customer shall never remove or bypass technical measures intended to protect  the  software  or  have  such  technical  measures removed or bypassed.

19.6   The  customer  may  only  use  the  software  in  and  for  its own company or organisation and only insofar as doing so is necessary for the intended use. The customer shall not use the software for third parties, for example in the context of Software as a Service (SaaS) or outsourcing.

19.7   The  customer  may  never  sell,  rent  out,  dispose  of  or grant limited rights to, or make available to third parties the software and the carriers on which the software is or will  be  recorded,  in  any  way  whatsoever  for  whatever purpose or under whatever title. The customer may also not grant, whether or not remotely (online), a third party access to the software or place the software with a third party for hosting, not even if the third party concerned only uses the software for the customer.

19.8   If  so  requested,  the  customer  shall  cooperate  without delay in an investigation into compliance with the agreed restrictions  on  use  carried  out  by  or  for  the  supplier. Should the supplier so demand, the customer shall grant the supplier access to its buildings and systems. Insofar as  such  information  does  not  concern  the  use  of  the software  itself,  the  supplier  shall  treat  all  confidential business information that it obtains from the customer or at the customer’s business location in the context of an investigation as confidential.

19.9  The  parties  maintain  that  the  contract  concluded between the parties, insofar as the object of this contract is the making available of software for use, shall never be deemed to be a purchase contract.

19.10   The  supplier  is  not  obliged  to  maintain  the  software and/or provide support to users and/or administrators of the software. If, contrary to the foregoing, the supplier is asked  to  perform  maintenance  work  and/or  provide support  with  respect  to  the  software,  the  supplier  may require that the customer enter into a separate, written contract for the purpose.

Art. 20   Delivery and installation

20.1   The supplier shall make the software available  to  the  customer  online and ONLY online.  At  the  supplier’s discretion, any agreed user documentation shall be made available  ONLY in digital  form in a  language determined by the supplier.

20.2   The  supplier  shall  only  install  the  software  at  the customer’s  business  location  if  this  has  been  agreed between the parties. If no agreements have been made for the purpose, the customer shall itself install, organise, parameterise,  tune  and,  if  necessary,  modify  the equipment and operating environment used.

Art. 21   Acceptance

21.1   If  the  parties  have  not  agreed  an  acceptance  test,  the customer shall accept the software in the state that it is in when  delivered  (‘as  is,  where  is’),  therefore  with  all visible and invisible errors and defects, without prejudice to the supplier’s obligations under the guarantee scheme as set out in Article 34. In the aforementioned case, the software shall be deemed to have been accepted by the customer  upon  delivery  or,  if  installation  by  a  supplier has  been  agreed  in  writing,  upon  completion  of installation.

21.2   The  provisions  of  paragraphs  20.3  up  to  and  including 20.10 shall apply if an acceptance test has been agreed between the parties.

21.3   In  these  general  terms  and  conditions,  ‘error’  means substantial failure of the software to meet the functional or technical specifications of the software expressly made known by the supplier in writing and, if all or part of the software  concerns  customised  software,  to  meet  the functional or technical specifications expressly agreed in writing. An error only applies if it can be demonstrated by the customer and if it is  reproducible.  The customer must report errors without delay.  Any obligation of the supplier is limited to errors within the meaning of these general terms  and  conditions.  The  supplier  does  not  have  any obligation whatsoever with respect to other defects in or on the software.

21.4   If  an  acceptance  test  has  been  agreed,  the  test  period shall  amount  to  4  days  following  delivery  or,  if installation by the supplier has been agreed in writing, 4 days  following  the  completion  of  installation.  The customer shall carry out the agreed acceptance test with qualified personnel and with sufficient scope and depth.

21.5   If  an  acceptance  test  has  been  agreed,  the  customer must  check  whether  the  software  delivered  meets  the functional  or  technical  specifications  expressly  made known by the supplier in writing and, if and to the extent that  all  or  part  of  the  software  concerns  customised software, meets the functional or technical specifications expressly agreed in writing.

21.6   The  parties  shall  deem  the  software  to  have  been accepted: a.  if the parties have agreed an acceptance test: on the first day following the test period, or b.  if the supplier receives a test report as referred to  in  Article  20.7  prior  to  the  end  of  the  test period: at the time at which the errors stated in this  test  report  have  been  fixed, notwithstanding  the  presence  of  errors  that, according  to  Article  30.8,  do  not  prevent acceptance, or c.  if the customer uses the software in any way for production or operational purposes: at the time at which this use occurs.

21.7   If it becomes apparent during performance of the agreed acceptance  test  that  the  software  contains  errors,  the customer shall  report  the  test  results  to the supplier in writing in  a clear,  detailed and comprehensible  manner no  later  than  on  the  last  day  of  the  test  period.  The supplier  shall  strive  to  the  best  of  its  ability  to  fix  the errors referred to within a reasonable term. The supplier shall be entitled to install temporary solutions, program bypasses or problem-avoiding limitations in this regard.

21.8   The customer may not refuse to accept the software for reasons  that  are  not  related  to  the  specifications expressly  agreed  in  writing  between  the  parties  and, furthermore,  may  not  refuse  to  accept  the  software because  of  the  existence  of  minor  errors,  these  being errors that do not reasonably prevent the operational or productive  use  of  the  software,  the  foregoing  without prejudice  to  the supplier’s  obligation  to  fix  these  minor errors in the context of the guarantee scheme referred to in Article 24.

In  addition,  acceptance  may not  be  refused  because  of aspects  of  the  software  that  can  only  be  assessed subjectively, such as aesthetic aspects of user interfaces.

21.9   Acceptance of the software in one of the ways referred to in this article shall serve to discharge the supplier of its obligations regarding making the software available and delivering the software and, if installation of the software by  the  supplier  has also  been agreed,  of  its  obligations regarding  installation.  Acceptance  of  the  software  shall be  without  prejudice  to  the  customer’s  rights  based  on Article  20.8  regarding  minor  defects  and  Article  24 regarding the guarantee.

Art. 22   Availability

22.1   The  supplier  shall  make  the  software  available within a reasonable term following the conclusion of the contract.

Art. 23   Payment for the right of use

23.1   The customer must pay the amount owed for the right of use at the agreed times or, if a time has not been agreed:

a. if the parties have not agreed that the supplier shall install the software: when the software is delivered;

b. if the parties have agreed that the supplier shall install the software:

-  upon completion of installation;

for  the  right  of  use,  upon  completion  of installation  and  subsequently  at  the  start  of each new right of use term.

Art. 24   Changes in the software

24.1   Baring exceptions provided for by law, the customer may not change all or part of the software without the prior written permission of the supplier. The supplier is entitled to  refuse  or  attach  conditions  to  such  permission.  The customer shall bear the entire risk of all changes that it makes  or  changes  made  by  third  parties  on  its instructions,  whether  or  not  with  the  supplier’s permission.

Art. 25   Guarantee

25.1   The  supplier  shall  strive  to  the  best  of  its  ability  to  fix errors  within  a  reasonable  term  if  these  errors  are reported in writing in a detailed manner to the supplier within a period of three months following delivery or, if an acceptance  test  was  agreed,  within  three  months following  acceptance.  The  supplier  does  not  guarantee that  the  software  is  suitable  for  actual  use  and/or  the intended use. The supplier also does not guarantee that the software will operate without interruption and/or that all errors will always be fixed. Fixing work shall be carried out free of charge unless the software  was  developed  on  the  instructions  of  the customer other than for a fixed price, in which case the supplier shall charge for the costs of fixing  in accordance with its usual rates.

25.2   The  supplier  may  charge  for  the  costs  of  fixing  in accordance with its usual rates if such work is required as a result of user errors or improper use on the part of the customer,  or  as  a  result  of  causes  that  cannot  be attributed  to  the  supplier.  The  obligation  to  fix  errors shall cease to apply if the customer makes changes in the software  or  has  such  changes  made  without  the supplier’s written permission.

25.3   The fixing of errors shall take place at a location and in a manner  determined  by  the  supplier.  The  supplier  is entitled to install temporary solutions, program bypasses or problem-avoiding limitations in the software.

25.4   The  supplier  is  never  obliged  to  recover  data  that  has been corrupted or lost.

25.5   The supplier does not have any obligation whatsoever, of whatever  nature  or  content,  with  respect  to  errors reported after the end of the guarantee period referred to in Article 24.1.

Art. 26    Support services

26.1   If  the  services  provided  by  the  supplier  under  the contract include the provision of support to users and/or administrators of the software, the supplier shall provide, by telephone or email, advice on the use and functioning of  the  software  specified  in  the  contract.  The  supplier may set conditions with respect to the qualifications and the number of persons eligible for support. The supplier shall handle properly substantiated requests for support within  a  reasonable  term  in  accordance  with  its  usual procedures.  The  supplier  does  not  guarantee  the accuracy,  completeness  or  timeliness  of  replies  or  the support offered. Support services shall be performed on working days during the supplier’s usual business hours.

26.2   If  the  services  provided  by  the  supplier  under  the contract  include  the  provision  of  standby  services,  the supplier shall ensure that one or more staff members are available  on  the  days  and  during  the times  specified in the contract.  The customer shall in this case be entitled in the  event  of  urgency  to  call  in  the  support  of  staff members on standby if there is a serious malfunction in the  operation  of  the  software.  The  supplier  does  not guarantee that all malfunctions will be repaired speedily.

26.3   The maintenance and other agreed services as referred to in this chapter shall be performed as from the date on which the contract is concluded, unless the parties have agreed otherwise in writing.

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