2025年德国技术支持服务合同协议

2025年德国技术支持服务合同协议ThisAgreementismadeandenteredintoasof[StartDate,2025],byandbetween:[Supplier'sFullGermanLegalName]havingitsregisteredofficeat[Supplier'sFullGermanAddress,includingPostcodeandCity],Germany(hereinafterreferredtoas"Supplier")and[Customer'sFullGermanLegalName]havingitsregisteredofficeat[Customer'sFullGermanAddress,includingPostcodeandCity],Germany(hereinafterreferredtoas"Customer")(SCollectivelyreferredtoasthe"Parties")1.BackgroundandScopeWhereas,Supplierpossessestechnicalexpertiseandresourcestoprovidetechnicalsupportservicesrelatedto[SpecifyProducts/Systems/Technologies](the"Services");Whereas,CustomerdesirestoengageSuppliertoprovidetheServicesforthepurposeofmaintainingandsupportingitsoperationsrelatedtotheaforementionedProducts/Systems/Technologies;Now,therefore,inconsiderationofthemutualcovenantsandpromisescontainedherein,thePartiesagreeasfollows:2.ServiceDescriptionSuppliershallprovidetechnicalsupportservicestoCustomerregardingthe[SpecifyProducts/Systems/Technologies](the"TargetSystems")inaccordancewiththetermsandconditionsofthisAgreement.TheServicesshallinclude,butnotbelimitedto:2.1.Remotetechnicalsupportviatelephone,electronicmail,andonlinechatduringstandardbusinesshours(MondaythroughFriday,[SpecifyTime,e.g.,09:00to18:00CET])forresolvingoperationalissues,answeringtechnicalinquiries,andprovidingguidance.2.2.On-sitetechnicalsupportwithintheCustomer'spremiseslocatedinGermany,scheduleduponCustomer'srequestandSupplier'savailability,duringstandardbusinesshoursoragreedemergencyperiods,at[SpecifyFeesifapplicable,otherwisestateincludedinServiceLevelAgreement].2.3.SystemmaintenanceandroutinechecksaimedatensuringtheoptimalperformanceoftheTargetSystems.2.4.InstallationandconfigurationassistanceuponCustomer'srequestfortheTargetSystemsorrelatedcomponents.2.5.Usertrainingsessions,ifagreeduponseparatelyinwritingorincludedwithinthisServiceLevelAgreement.TheServicesshallbeperformedbypersonnelwithadequatequalificationsandaccessrightsasdeterminedbySupplier.3.ServiceLevelAgreement(SLA)SuppliercommitstoprovidingtheServicesinaccordancewiththefollowingperformancetargets,applicabletorequestsreceivedduringstandardbusinesshours:3.1.FirstResponseTime:Suppliershallrespondtoavalidservicerequest[SpecifyChannel,e.g.,byphone]within[e.g.,15minutes]afterreceiptduringstandardbusinesshours.Forwrittenrequests[e.g.,email],Suppliershallacknowledgereceiptwithin[e.g.,4hours]duringstandardbusinesshours.3.2.ResolutionTime:Suppliershallstrivetoresolveorprovideapermanentortemporaryworkaroundforreportedissueswithinthefollowingtargettimesfromthestartofactivetroubleshooting,basedontheissuepriority:*HighPriority:Within[e.g.,4hours]standardbusinesshours.*MediumPriority:Within[e.g.,24hours]standardbusinesshours.*LowPriority:Within[e.g.,48hours]standardbusinesshours.Resolutiontimesareindicativeandmayvarybasedoncomplexityandresourceavailability.SuppliershallkeepCustomerreasonablyinformedoftheprogressregardingtheresolution.3.3.ServiceAvailability:TheTargetSystemsshallhaveanoperationalavailabilityofatleast[e.g.,99.5%]duringstandardbusinesshours,excludingscheduledmaintenancewindowsagreedinwritingwithCustomer.PlannedmaintenanceshallbecommunicatedwithreasonablenoticeasperSection6.3.4.ServiceRequestVolume:[Optional:Specifylimitsormetricsifapplicable,e.g.,"Suppliershallprocessupto[Number]servicerequestspercalendarmonthwithoutadditionalcharge."]SuppliershallmonitoritsperformanceagainstthesetargetsandprovideCustomerwithamonthlyreportsummarizingserviceactivityandSLAcompliance.FailuretomeettheSLAtargetsmayentitleCustomerto[SpecifyRemedies,e.g.,servicecredits,partialrefund]asoutlinedinSection8.4.Customer'sObligationsCustomershall:4.1.ProvideSupplierwithallnecessaryinformation,accesscredentials,andcooperationreasonablyrequiredtoperformtheServiceseffectively.4.2.DesignateasinglepointofcontactfortheServicesandensurethatdesignatedpersonnelareavailabletoassistSupplierasneeded.4.3.Submitservicerequestsinaclearanddetailedmanner,providingsufficientinformationforSuppliertounderstandandaddresstheissue.4.4.EnsurethatitsenvironmentandpersonnelcomplywithanytechnicalrequirementscommunicatedbySupplierfortheServices.4.5.PayallfeesdueunderthisAgreementwithinthetermsspecifiedinSection5.4.6.Complywithallapplicablelawsandregulations,includingdataprotectionrequirements,inrelationtotheServices.5.FeesandPayment5.1.ThefeefortheServicesshallbe[SpecifyFeeStructure,e.g.,afixedmonthlyfeeof€XXXXX,afeebasedonthenumberofsupportincidents,oracombinationthereof].5.2.AllfeesshallbedueandpayablebyCustomertoSupplierinEuro(€)withoutdeductionorset-off.5.3.Paymentshallbemadewithin[e.g.,30days]aftertheendofeachcalendarmonth,followingSupplier'sissuanceofaninvoice.InvoicesshallbesenttotheaddressspecifiedintheCustomer'sAgreementdataorvia[Specifymethod,e.g.,electronicportal].5.4.Supplierreservestherighttoadjustfeesforsubsequentperiodsupon[e.g.,60days']writtennoticetoCustomer,subjecttomutualagreementortermsdefinedintheAgreement续约部分.6.ServiceHoursandMaintenance6.1.Standardbusinesshoursforremotesupportandinitialresponsearedefinedas[SpecifyTime,e.g.,MondaythroughFriday,09:00to18:00CET].Supportoutsidethesehoursmaybeavailableunderthe[e.g.,HighPrioritySLAoranadditionalpremiumagreement].6.2.On-sitesupportshallbescheduledbasedonmutualagreement.Emergencyon-sitesupportoutsidestandardhoursmaybeprovideduponCustomer'sapprovalandatanadditionalchargeasagreed.6.3.SuppliermayperformscheduledmaintenanceontheTargetSystemsduringstandardbusinesshours.SuppliershallprovideCustomerwithatleast[e.g.,14days']writtennoticepriortoanyscheduledmaintenancethatmayimpactserviceavailability,exceptforurgentorcriticalmaintenancerequiredtopreventsignificantdamage.7.DataProcessingandConfidentiality7.1.DataProtection:TheprocessingofpersonaldatarelatedtoCustomer'semployeesorusers,orotherdatadisclosedbyCustomer,shallbeconductedincompliancewiththeGermanFederalDataProtectionAct(BDSG)andtheGeneralDataProtectionRegulation(GDPR).SuppliershallprocesssuchdatasolelyforthepurposeofprovidingandmanagingtheServicesandshallactasaprocessoronCustomer'sinstructions.Suppliershallimplementappropriatetechnicalandorganizationalmeasurestoensurealevelofsecurityappropriatetotherisk,includingprotectionagainstunauthorizedorunlawfulprocessingandagainstaccidentalloss,destruction,ordamage,andshallnotifyCustomerwithoutunduedelayuponbecomingawareofadatabreach.Customerremainsresponsibleasthedatacontroller.[Optional:IncludeSupplier'sGDPR/DSCCcomplianceconfirmationorreference].7.2.DataTransfer:SuppliershallnottransferanypersonaldataofCustomeroritsusersoutsidetheEuropeanEconomicArea(EEA)withoutpriorwrittenconsentfromCustomer,unlesssuchtransferispermittedunderapplicabledataprotectionlawswithappropriatesafeguardsinplace,suchasStandardContractualClauses(SCCs).7.3.Confidentiality:BothPartiesagreetokeepconfidentialallnon-publicinformationdisclosedbytheotherParty(the"ConfidentialInformation")forthedurationofthisAgreementandforanadditionalperiodof[e.g.,threeyears]thereafter.EachPartyshalluseConfidentialInformationsolelyforthepurposeofthisAgreementandnotforanyotherpurposewithouttheotherParty'spriorwrittenconsent.Thisobligationdoesnotapplytoinformationthat:(a)isorbecomespubliclyknownwithoutbreachofthisAgreement,(b)wasknowntothereceivingPartypriortodisclosure,(c)isobtainedfromathirdpartywithoutbreachofsuchthirdparty'sobligations,or(d)isrequiredbylaworcourtorder.EachPartyshallprotecttheConfidentialInformationoftheotherPartywithatleastthesamedegreeofcareasitusestoprotectitsownconfidentialinformation,butinnoeventlessthanareasonabledegreeofcare.8.Liability8.1.SuppliersLiability:Supplier'stotalliabilitytoCustomerforanyclaimsarisingoutoforinconnectionwiththisAgreementshallbelimitedto[Chooseone:e.g.,thetotalfeespaidbyCustomerunderthisAgreementforthetwelve(12)monthsimmediatelyprecedingthedateoftheclaim,orafixedamountof€XXXXXperoccurrence,orthecostofrepairofthespecificfailure,butinnoeventshallSupplier'sliabilityexceedtheapplicablelimit].ThislimitationshallnotapplytoliabilityfordeathorpersonalinjurycausedbySupplier'snegligence,toliabilityforbreachesofSupplier'sessentialguarantees,ortoliabilityforindirectdamages,lossofprofit,lossofuse,orotherconsequentialdamages.8.2.ForceMajeure:NeitherPartyshallbeliableforanyfailureordelayinperformingitsobligationsunderthisAgreementifsuchfailureordelayiscausedbyForceMajeure,definedasaneventbeyonditsreasonablecontrol,includingbutnotlimitedtoactsofGod,war,terrorism,insurrection,civilcommotion,fire,flood,storm,earthquake,actsoromissionsofgovernmentalauthorities,oraseriousepidemicorpandemic,whichmakesperformanceofitsobligationsimpossibleorimpracticable.TheaffectedPartyshallpromptlynotifytheotherPartyofsucheventandtakeallreasonablestepstomitigateitseffects.ObligationsunderthisAgreementshallbesuspendedduringtheperiodofForceMajeure,andshallbedischargedormodifiedupontheterminationorexpirationoftheForceMajeureevent,subjecttotheAgreement'sterms.9.Term,Renewal,andTermination9.1.Term:ThisAgreementshallcommenceon[StartDate,2025]andshallcontinueforaperiodof[e.g.,twelve(12)]months,unlessterminatedearlierinaccordancewiththefollowingsections(the"InitialTerm").9.2.Renewal:UpontheexpirationoftheInitialTerm,thisAgreementshallautomaticallyrenewforsuccessivetwelve(12)monthperiods(eacha"RenewalTerm")unlesseitherPartyprovideswrittennoticeofitsintentionnottorenewatleast[e.g.,ninety(90)]dayspriortotheendoftheInitialTermoraRenewalTerm,respectively.ThetermsandconditionsofeachRenewalTermshallbethesameasthoseoftheprecedingterm,exceptthatfeesmaybeadjustedasprovidedinSection5.4.9.3.Termination:EitherPartymayterminatethisAgreementwithimmediateeffectuponwrittennoticetotheotherPartyiftheotherPartycommitsamaterialbreachofthisAgreementandfailstoremedysuchbreachwithin[e.g.,thirty(30)]daysofreceivingwrittennoticeofthebreach.Terminationforconvenienceshallonlybepermittedupon[e.g.,ninety(90)]days'priorwrittennoticeanduponpaymentofalloutstandingfeesdueunderthisAgreement.Intheeventofterminationforanyreason,theprovisionsofSections10(Confidentiality),11(IntellectualProperty),12(GoverningLawandDisputeResolution),and13(General)shallsurvivethetermination.Suppliershallcontinuetoprovidesupportforongoingissuesuntiltheyareresolvedoraworkaroundisprovided,andshallperformanynecessaryhandoverordatareturnobligations.10.IntellectualPropertyRights10.1.Allintellectualpropertyrightsinthe[SpecifyProducts/Systems/Technologies]andanydocumentation,software,ortoolsprovidedbySupplierunderthisAgreementremainthesolepropertyofSupplier.10.2.Customershallbegrantedanon-exclusive,royalty-freelicensetouseanySupplierproprietarysoftwarenecessaryfortheperformanceoftheServices,solelyforthedurationofthisAgreementandforthepurposeofreceivingtheServices.Customershallnotmodify,reverseengineer,decompile,orcreatederivativeworksbasedonsuchSuppliersoftware.10.3.CustomershallownanyintellectualpropertycreatedsolelybyCustomer'spersonnelasaresultoftheirownindependentworkperformedoutsidethescopeofthisAgreement.SuppliershallownanyintellectualpropertydevelopedbySupplier'spersonnelaspartoftheServicesperformanceunderthisAgreement.11.GoverningLawandDisputeResolution11.1.GoverningLaw:ThisAgreementandanydisputesarisingoutoforinconnectionwithitshallbegovernedbyandconstruedinaccordancewiththelawsoftheFederalRepublicofGermany,withoutregardtoitsconflictoflawsprinciples.TheUNConventiononContractsfortheInternationalSaleofGoods(CISG)shallnotapply.11.2.DisputeResolution:Anydispute,controversy,orclaimarisingoutoforrelatingtothisAgreement,includinganyquestionregardingitsexistence,validity,ortermination,shallfirstbeattemptedtobesettledamicablythroughnegotiationbetweenauthorizedrepresentativesoftheParties.Ifthedisputecannotbesettledwithin[e.g.,thirty(30)]daysfromthedateofoneparty'swrittenrequestfornegotiation,thedisputeshallbesubmittedtothe[SpecifyCourt,e.g.,competentcourtattheplaceofSupplier'sregisteredoffice]inGermany.[Alternatively,ifarbitrationispreferred:"shallbefinallysettledbyarbitrationinaccordancewiththeRulesof[SpecifyArbitrationInstitution,e.g.,theGermanArbitrationCenter(DDI)attheChamberofCommerceandIndustryHamburg]fortheresolutionofcommercialdisputes.Theseatofarbitrationshallbe[SpecifyCity,e.g.,Hamburg].ThelanguageofarbitrationshallbeGerman.TheTribunalshallconsistof[Specifynumber,e.g.,oneorthree]arbitrators."]12.NoticesAllnotices,requests,demands,andothercommunicationsrequiredorpermittedunderthisAgreementshallbeinwritingandshallbedeemedgiven(a)whendeliveredpersonally,(b)upontransmissionconfirmationifsentbyemail,(c)uponconfirmationofreceiptifsentbyfacsimile,or(d)three(3)businessdaysafterdepositwithanationallyrecognizedovernightcourierservice,postageprepaid,addressedtothePartiesattheaddressessetforthinSection1.Anychangeofaddress,email,orcontactpersonshallbenotifiedinwritingtotheotherPartyatleast[e.g.,ten(10)]dayspriortothechange.13.Miscellaneous13.1.EntireAgreement:ThisAgreement,includinganyattachments,constitutestheentireagreementbetweenthePartiesconcerningthesubjectmatterhereofandsupersedesallprioragreements,understandings,negotiations,anddiscussions,whetheroralorwritten.13.2.Amendments:AnyamendmentormodificationofthisAgreementmustbemadeinwritingandsignedbyauthorizedrepresentatives