1. INTERPRETATION
1.1 The definitions as set out in table 1 apply to this Agreement.
1.2 Clause and paragraph headings shall not affect the interpretation of this Agreement.
1.3 A reference to a company shall include any form of company, corporation or other body corporate, wherever and however incorporated or established.
1.4 Unless the context otherwise requires, words in the singular shall include the plural and, in the plural, shall include the singular.
1.5 Unless the context otherwise requires, a reference to one gender shall include a reference to all other genders.
1.6 A reference to a statute or statutory provision is a reference to it as amended, extended or re-enacted from time to time.
1.7 A reference to a statute or statutory provision shall include all subordinate legislation made from time to time under that statute or statutory provision.
1.8 A reference to writing or written includes e-mail.
1.9 Any phrase introduced by the words including, includes, in particular or for example, or any similar phrase, shall be construed as illustrative and shall not limit the generality of the related general words.
1.10 References to Clauses are to the Clauses of this Agreement.
1.11 A person includes a natural person, corporate body or unincorporated body (whether or not having separate legal personality).
1.12 In the event of any conflict or inconsistency between the Clauses, the Proposal, and the Licence Agreement (including any changes or variations to each of the Clauses, the Proposal, and the Licence Agreement), the following order of precedence shall apply (in decreasing order) to the extent of such conflict or inconsistency:
a. the Variations
b. the Proposal
c. the Clauses
d. the Licence Agreements, to the extent applicable to the Services
TechG Infotech reserves the right to amend any accidental errors and omissions in Proposals, quotations and invoices.
2. PROVISION OF SERVICES
2.1 This Agreement sets out the terms and conditions under which the Supplier shall provide the Services to the Client.
2.2 Where the Services include the supply of Goods, the provisions of the Schedule of goods and services in the Proposal shall apply.
2.3 This Agreement shall (i) be in substitution for any prior oral or other prior arrangements between the Supplier and the Client in connection with the purchase of the relevant Services; and (ii) prevail over any of the Client’s inconsistent terms or
conditions contained in, or referenced in, any order confirmation or other acknowledgement, quotation, purchase order(s), delivery note, invoice or similar document or implied by law, trade custom or practice.
2.4 No addition to, variation of or other amendment or purported amendment to any Proposal or this Agreement shall be binding on the Parties unless it is expressly stated as such, is made in writing and signed by a duly authorised Representative of both Parties.
3. MANAGED SERVICES
3.1 The Supplier will provide the Managed Services in accordance with the Proposal and the terms of this Agreement.
3.2 The Supplier shall provide the Managed Services in accordance with the Service Level Arrangements as stated in the Proposal.
3.3 The Client shall remain responsible for the use of the Managed Services under its control.
3.4 The Client shall not store, distribute or transmit any material through the Managed Services that:
a. is unlawful, harmful, threatening, defamatory, obscene, harassing or racially or ethnically offensive
b. facilitates illegal activity
c. depicts sexually explicit images and/or
d. promotes unlawful violence, discrimination based on race, gender, age, disability, sexual orientation, religion and belief, gender reassignment, or any other illegal activities
3.5 The Client must take reasonable measures to ensure it does not jeopardise services supplied to third parties on the same shared access infrastructure as notified to the Client by the Supplier in writing. This includes informing the Supplier promptly in the case of a denial-of-service attack or distributed denial-of-service attack. In the event of any such incident, the Supplier will work with the Client to alleviate the situation. The Parties shall discuss and agree appropriate action (including suspending the Managed Services).
3.6 The Client shall not provide the Managed Services to third parties without the prior written consent of the Supplier.
3.7 The Client acknowledges that certain conditions outside of the Supplier’s control may adversely impact the ability of the Supplier to perform functions of the Managed Services. Non-exhaustive examples of such conditions are listed below:
a. failure of Client Hardware, software or operating system
b. partial or full failure of Third-Party Services
c. Network connectivity issues between Local System Components and the Supplier’s platform
d. Network connectivity issues between Local System Components and its third party’s servers
3.8 The Supplier reserves the right to:
a. Modify the Supplier’s System, its network, system configurations or routing configuration; or
b. Modify or replace any Hardware or Software in its network or in equipment used to deliver any Managed Service over its network, provided that this has no adverse effect on the Supplier’s obligations or performance under this Agreement and its provision of the Managed Services or the Service Level Arrangements. If such changes will have an adverse effect, the Supplier shall notify the Client and the Parties shall follow the Change Order.
3.9 If the Supplier breaches its obligations in Clause 3.1, the Supplier shall, at its expense, use commercially reasonable endeavours to correct any such non-conformance promptly, or provide the Client with an alternative means of accomplishing the desired performance.
4. RESPONSIBILITIES OF SUPPLIER
4.1 The Supplier shall:
a. provide the Services in accordance with the terms of this Agreement and the Proposal
b. use its commercially reasonable endeavours to complete any Deliverables set out under any Proposal
c. commit sufficient resources to the provision of the Services to enable their delivery in accordance with the Agreement and Proposal
d. provide the Services with due care, skill and ability in accordance with Good Industry Practice
e. take such steps as may be required to fulfil its obligations under this Agreement and any Proposal
f. utilise suitably skilled, qualified, experienced, supervised and vetted employees, agents, representatives and authorised sub-contractors who will exercise all reasonable skill and care
g. notify the Client promptly if the Supplier is unable to comply with any of the terms of this Agreement, any of the Licence Agreements or any Proposal and
h. ensure that its personnel observe all health and safety rules and regulations and any other security requirements that apply at any of the Client Sites and which have been communicated to it a week prior to the Services commencing, where the Supplier is required to be on such Client Sites for the provision of the Services
4.2 The Supplier shall co-operate with the Client in all matters relating to the Services and shall appoint a Representative (“Supplier Representative”), as the contact throughout the Services.
4.3 The Client confirms that the Supplier may employ sub-contractors without seeking the prior consent of the Client. Notwithstanding the foregoing, the Supplier shall at all times be responsible for and liable in respect of the performance of all of its obligations under this Agreement, whether such obligations are performed by the Supplier itself or by any sub-contractor engaged by the Supplier and who is under the supervision of the Supplier.
4.4 For the avoidance of doubt, the Supplier shall only be held liable to the extent permitted under the respective Licence Agreements for the actions or omissions of any third parties and shall not be held liable for the actions and or omissions of any other third party including but not limited to Microsoft (whereby the Client will have a direct contract in place with Microsoft through an Agreement (together the “Third Parties”).
4.5 The Supplier shall provide reasonable notice to the Client of any relevant change in its senior personnel engaged as part of the Services. Where relevant, the Supplier shall replace any senior personnel who are removed with another appropriately skilled person.
4.6 In relation to the Managed Services specifically (and notwithstanding the Supplier’s obligations under Clause 4.1) the Supplier shall:
a. staff the Supplier support desk with a team of appropriately skilled individuals (whether subcontracted or not)
b. maintain a team appropriately skilled in the platform and with knowledge of the systems developed to deliver the solution
c. undertake an account review with the Client, to discuss the Client’s service needs and ensure that the Agreement is in alignment with the Client’s needs
d. use all commercially reasonable endeavours to follow the instructions of the Client and shall remain courteous during any communications with Client personnel and
e. provide the Client with reasonable co-operation in relation to this Agreement
4.7 The Supplier shall be under no obligation to provide the Managed Services to the Client in the following circumstances (unless specified under the Proposal);
a. providing the Managed Services outside Normal Business Hours unless otherwise agreed between the Parties in writing
b. providing any other services not covered herein
c. providing training and
d. providing the Managed Services to the Client where such support would have been unnecessary if the Client had implemented update(s) and/or upgrade(s) supplied or offered to the Client pursuant to the call for technical support
5. RESPONSIBILITIES OF CLIENT
5.1 To the extent that the Supplier requires access to the Client Site to perform the Services, the Client shall provide such access during Normal Business Hours and to provide a suitable work environment to enable the Supplier to perform such Services subject to the Supplier complying with such internal policies and procedures of the Client (including those relating to security and health and safety) as may be notified to the Supplier in writing from time to time.
5.2 The Client shall co-operate with the Supplier in all matters relating to the Services and shall appoint a minimum of two Representatives (“Client Representatives”), who shall have authority to commit the Client on all matters relating to the relevant Service.
5.3 The Client agrees and acknowledges the terms of the applicable Licence Agreements and the terms of the NCE Agreement shall form part of this Agreement. For the avoidance of doubt, in the event the applicable Licence Agreements, and/or the NCE Agreement is not applicable to the Services being received or delivered by the Supplier to the Client under this Agreement, such agreements shall not apply.
5.4 The Client shall:
a. ensure it has suitable licences in place for any third party software required (which is not issued by the Supplier) to allow the Supplier and its subcontractors full use in relation to the Services provided;
b. co-operate with the Supplier in all matters relating to the Services as reasonably requested by the Supplier;
c. adhere to the dates scheduled for provision of Services by the Supplier to the Client as stated in the applicable Proposal or otherwise agreed between the Parties in writing. In the event the Client wishes to reschedule or cancel the dates for the
provision of Services, liquidated damages (“Liquidated Damages”) will become payable from the Client to the Supplier on the following basis:
i. if dates are changed or cancelled between seven (7) days and fourteen (14) days before the scheduled start date Liquidated Damages equivalent to fifty percent (50%) of the Fees for the Services to be provided at that time will be payable; if dates are changed or cancelled less than seven (7) days before the scheduled start date Liquidated Damages equivalent to one hundred percent (100%) of the Fees for the Services to be provided at that time will be payable;
d. inform the Supplier of all health and safety rules and regulations and any other reasonable security requirements that apply at any of the Client’s premises upon signing this Agreement and shall notify the Supplier of any changes thereto in good time for the Supplier to notify their staff and contractors of such changes;
e. allow the Supplier or its designated subcontractors and Third Parties, global admin access to the Client’s relevant servers and networking systems for the duration of the Agreement;
f. provide appropriate hardware interface, software and access authorisation to enable remote diagnosis, should such capability be required;
g. provide all information and make available all resources as reasonably requested by Supplier in the execution of its obligations under this Agreement;
h. use all reasonable efforts to follow the reasonable instructions of Supplier support personnel with respect to the resolution of defects;
i. gather all relevant information prior to requesting assistance in respect of any defects including detailed defect description, and procedures required to replicate a problem if possible. Any additional information which may help in the diagnosis of a defect should be included such as network configuration details; and
j. agree that if, in the course of performing the Services, it is reasonably necessary for the Supplier’s performance of its obligations under a Proposal for Supplier to access or use any equipment, software or data of the Client (or which is in the possession of the Client) then it shall where it is able to do so grant to Supplier and any of its subcontractors a non exclusive, royalty free, terminable licence to use the same solely for the purpose of delivering the Services only for as long as is strictly necessary to deliver such Services.
k. use commercially reasonable endeavours to follow the instructions of the Supplier and will remain courteous during any communications with the Supplier personnel; and
l. provide the Supplier with reasonable co-operation in relation to this Agreement.
5.5 The Client shall (unless otherwise specified in the Proposal or as otherwise set out in this Agreement):
a. use the Services only for lawful purposes and in accordance with this Agreement;
b. keep secure from third parties any passwords issued to the Client by the Supplier;
c. permit the Supplier to install the current version of software required to provide the Managed Services from time to time when upgrades or fixes occur and to provide a reasonable level of assistance in implementation and testing;
d. provide the Supplier at least 7 Business Days’ notice in advance of any intention or move to change when applicable Client-side Equipment or Client’s Operating Environment or data-feeds that will directly impact the Managed Services. If such notice has not been received on time, the Supplier will have to make additional effort to return the Client’s systems to an acceptable state for continued support, and will charge accordingly at its then standard charging rate;
e. comply with all applicable laws and regulations with respect to its activities under this Agreement; and
f. carry out all other Client responsibilities set out in this Agreement and the Proposal in a timely and efficient manner. In the event of any delays in the Client’s
provision of such assistance as agreed by the Parties, the Supplier may adjust any timetable or delivery schedule set out in this Agreement as reasonably necessary.
5.6 In the event that the Client is in breach of its obligations under the Agreement (excluding payment obligations) then the Supplier shall provide written notice of such breach, specifying in detail the nature of the breach and providing twenty (20) Business Days’ notice to remedy such breach if capable of remedy. If the Client fails to remedy such breach the Supplier shall be entitled to terminate or suspend the Services without prejudice to any pre-existing rights and obligations of either Party. The Supplier shall have no liability or responsibility should the Services fail to comply with the Proposals and/or Service Level Arrangements as a direct result of the Client (including without limitation any of its employees, subcontractors or any of its staff) being in breach of the Agreement.
5.7 In the event that the Client is in breach of its payment obligations under the Agreement then the Supplier shall provide written notice of such breach, specifying in detail the nature of the breach and providing seven 7 days’ notice to remedy such breach if capable of remedy. If the Client fails to remedy such breach the Supplier shall be entitled to terminate or suspend the Services without prejudice to any pre-existing rights and obligations of either Party. The Supplier shall have no liability or responsibility should the Services fail to comply with the Proposals and/or Service Level Arrangements as a direct result of the Client (including without limitation any of its employees, subcontractors or any of its staff) being in breach of the Agreement.
6. PROJECT ORGANISATION
6.1 If requested in writing by the Client or Supplier, the Client Representatives and the Supplier Representative shall have regular meetings to monitor and review the performance of this Agreement, to discuss any changes proposed in accordance with Clause 14 and to discuss the Service Level Arrangements.
6.2 Before each meeting, the Client Representatives shall notify the Supplier Representative, and vice versa, of any problems relating to the provision of the Services for discussion at the meeting. At each such meeting, the Parties shall agree a plan to address such problems. Progress in implementing the plan shall be included in the agenda for the next meeting.
7. PRICE AND PAYMENT
7.1 The Client shall pay the Fees for the Services (including any Third-Party Services) as more fully set out in the relevant Proposal.
7.2 Clause 7.3 shall apply if the Services are to be provided on a time-and-materials basis. The remainder of this Clause 7 shall apply to all Fees, whether payable on a fixed price, annual or time and materials basis.
7.3Where the Services are provided on a time-and-materials basis:
a. the Supplier’s standard hourly or daily rates are calculated on the basis of Normal Business Hours;
b. the Supplier shall be entitled to charge an overtime rate for time worked outside Normal Business Hours as set out in the Proposal;
c. the Supplier shall complete the relevant time recording systems to calculate the Fees for each invoice charged on a time and materials basis.
7.4 The Supplier shall invoice the monthly reoccurring Fees in accordance with the payment intervals stated in the Proposal and such fees will be collected by direct debit.
7.5 The Fees exclude:
a. (unless otherwise agreed and set out in the Proposal), the cost of hotel, subsistence, travelling and any other ancillary expenses reasonably incurred by the Supplier or its subcontractors in providing the Services, the cost of any materials and the cost of services reasonably and properly provided by third parties and required by the Client for the Services (“Expenses”). The Supplier shall obtain the Client’s prior written approval before incurring any such expense, material or service; and
b. unless otherwise set out in the Proposal, the costs of packaging, insurance and transport of the Goods.
7.6 The Client shall pay each undisputed invoice for any additional Fees and Expenses in full and cleared funds (without deduction or set-off) within 30 days of the date of such invoice unless otherwise agreed in writing by the Supplier or unless otherwise set out in the Proposal. In the event the Client pays by direct debit, the details of such direct debit payments shall be set out under separate cover. The Client shall pay each undisputed invoice for the Fees in full and cleared funds (without deduction or set-off) by direct debit in advance unless otherwise agreed (Expenses shall be invoiced separately) of providing the Services or delivering the Goods, as applicable.
7.7 All payments by the Client hereunder shall be in United Kingdom pound sterling unless otherwise agreed or set out in the Proposal and shall be paid to the Supplier’s bank account as advised by the Supplier to the Client in writing.
7.8 All amounts stated are gross amounts but exclusive of VAT or other sales tax which shall be paid by the Client, if applicable, at the then prevailing rate subject to receipt of a valid VAT invoice or other sales tax invoice.
7.9 Should the Client be required by any law or regulation to make any deduction on account of tax including but not limited to withholding tax or otherwise on any sum payable under the Agreement the Fees payable shall be increased by the amount of such tax to ensure that the Supplier receives a sum equal to the amount to be paid under the applicable Proposal.
7.10 Without prejudice to any other remedy that the Supplier may have, if payment of the Fees or any part thereof is overdue then unless the Client has notified the Supplier in writing that such payment is in dispute within 10 days of the receipt of the corresponding invoice the Supplier may, without prejudice to any other rights or remedies, charge the Client interest and compensation pursuant to the provisions of the Late Payment of Commercial Debts (Interest) Act 1998. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. The Client shall pay the interest together with the overdue amount.
7.11 The Client shall not be able to dispute any the invoice which have been paid by the Client after a period of 3 months has elapsed from the date of invoice.
7.12 The Supplier shall not be obliged to provide any of the Services and/or deliver any Goods while any duly issued invoice(s) remain unpaid under any Proposal, but should the Supplier choose to continue to do so, this shall not in any way be construed as a waiver of the Supplier’s rights or remedies.
7.13 Subject to Clause 7.14 below, the Fees relating to the provision of Services will
increase on an annual basis with effect from each anniversary of the Commencement Date (each such period being a “Service Year”) in line with the percentage increase in the Retail Prices Index in the preceding 12-month period.
7.14 For the avoidance of doubt, the Supplier may increase any fees related to Third-Party Services in line with any increases imposed upon the Supplier by such Third Parties upon 30 days’ notice to the Client and in line with the terms of the Licence Agreement, and/or the NCE Agreement.
7.15 Notwithstanding and subject to Clauses 7.13 and 7.14, the Supplier reserves the right, on giving the Client 30 days’ notice, to increase the Fees on an annual basis with effect from each anniversary of the
Commencement Date. If the Supplier does not receive written notice within thirty (30) days, the Client is deemed to have agreed to the amendment to the Fees.
7.16 TechG Infotech may, at its absolute discretion, require a deposit or full payment before commencing any work and shall have no obligation to provide any goods or services until payment of the aforementioned deposit or full payment.
7.17 All goods provided under any Contract between the Client and TechG Infotech remain the property of TechG Infotech until paid for in full.
8. WARRANTIES AND SERVICE LEVELS
8.1 The Client warrants that:
a. it has the full capacity and authority to enter into and perform this Agreement and that this Agreement is executed by a duly authorised representative of the Client;
b. it has the authority to grant any rights to be granted to the Supplier under this Agreement;
c. it owns or has obtained valid licences, consents, permissions and rights to use, and where necessary to licence to the Supplier and any of its subcontractors, any materials reasonably necessary for the fulfilment of all its obligations under this Agreement; and
d. the Supplier’s use in the provision of the Managed Services or otherwise in connection with this Agreement of any third-party materials, including any Hardware or Software supplied by the Client to the Supplier for use in the provision of the Managed Services or otherwise in connection with this Agreement, shall not cause the Supplier to infringe the rights, including any Intellectual Property Rights, of any third party.
8.2 The Supplier warrants and represents that:
a. it has the full capacity and authority to enter into and perform this Agreement and that this Agreement is executed by a duly authorised representative of the Supplier;
b. it owns or has obtained valid licences, consents, permissions and rights to enable the Supplier to comply with this Agreement and to use any of the Intellectual Property Rights necessary for the fulfilment of all its obligations under this Agreement including for the Client’s use and receipt of the Services, and the Supplier shall not breach the provisions of any such necessary licences, consents, permissions and rights or cause the same to be breached;
c. it will comply with all applicable laws in performing its obligations under this Agreement; and
d. the Client’s use of any Supplier materials and/or third-party materials, including any materials supplied by the Supplier to the Client, shall not cause the Client to infringe the rights, including any Intellectual Property Rights, of any third party.
8.3 Except for any warranties and service levels expressly set forth in this Agreement, the Services are provided on an “as is” basis, and Client’s use of the Services is at its own risk. Supplier does not make, and hereby disclaims, any and all other express and/or implied warranties, statutory or otherwise, including, but not limited to, warranties of merchantability, fitness for a particular purpose and any warranties arising from a course of dealing, usage, or trade practice.
8.4 In the event that a defect, fault or impairment in the provision of the Service(s) causes a service interruption and the Supplier becomes aware of this either through the Client giving notification to the Supplier of such default, fault or impairment, or as a result of the Supplier’s monitoring, then the Supplier shall use its commercially reasonable endeavours to resolve that defect, fault or impairment as more fully set out in the Proposal and to the extent it reasonably can.
8.5 If the Supplier determines in its reasonable opinion that such a defect, fault or impairment results directly or indirectly from: (i) the negligence, act, omission, or default of the Client or Designated User, (ii) the Client’s breach of this Agreement, or (iii) the operation, failure or malfunction of any network, equipment, hardware or software owned or controlled by the Client or (iv) any third party action in response to an act or omission of the Client or any person given access to the Service by the Client (including third party hosted software vendors) then the Supplier may recover from the Client all reasonable costs to be incurred by it or on its’ behalf in connection with the remedy of such defect, fault or impairment. Therefore, for the avoidance of doubt, the Supplier can make no commitment to fix any fault and time is not of the essence.
8.6 Unless otherwise agreed or set out in the Proposal (as forming part of the Service) if the Client accesses the Services through the public Internet or through a private circuit provisioned by a bandwidth provider of the Client’s choice, the Client assumes responsibility for managing the relationship with this chosen provider, including service level commitments for issues found to be in the chosen provider’s network.
8.7 If the Client moves from one Client Site to another site or makes changes to any Client Site or opens a new location to be added to the Client Sites, the Client must notify the Supplier in advance. The Supplier may need to carry out an inspection of any cabling and advise the Client of any work to bring the IT Infrastructure up to standard operating conditions at the new location in order to remain eligible for coverage. The Supplier will provide a quotation if it is to provide additional resources or services in the case of any change at the Client Sites or new Client Sites for including as part of the Fees.
8.8 The Supplier will request approval from the Client’s Representatives before making any significant changes to the Services.
8.9 The Supplier will arrange any Scheduled Downtime in advance with the Clients Representatives. The Supplier is not responsible for Unscheduled Downtime that is due to anything outside the Supplier’s control and the Supplier and its subcontractors may suspend some or all of the Services in order to carry out scheduled or emergency maintenance or repairs.
8.10 The Supplier reserves the right to take any action that it perceives necessary to protect the Client’s systems even though this may impact on the Client’s business activities. The Supplier will make reasonable endeavors to inform the Client by telephone or email in advance of such action, but such action will not be dependent on such notification having been given or acknowledged.
8.11 The Service Level Arrangements are specific to directly provided Services of the Supplier and do not relate to Third Party Services (of which such Third-Party Services will be governed by their own relevant service levels).
8.12 The Supplier shall not in any circumstances be liable under its obligations in this Clause 8 if it can demonstrate that any failure of the Services was caused or contributed to by any Relief Event.
8.13 Notwithstanding the foregoing, the Supplier does not warrant that the Client’s use of the Services will be uninterrupted or error-free.
8.14 The Client hereby warrants that it has not been induced to enter into this Agreement by any prior representations, nor has it relied on any oral representation made by the Supplier or upon any descriptions, illustrations or specifications contained in any catalogues and publicity material produced by the Supplier.
9. ACCEPTANCE OF THE PROFESSIONAL SERVICES
9.1 The relevant Proposal shall specify the Deliverables that are to be subject to Acceptance confirmation.
9.2 In relation to any Acceptance:
a. the Client shall have a reasonable period of time, up to five Business Days unless otherwise specified in the Proposal, from the Supplier’s delivery of each Deliverable under the relevant Proposal (the “Acceptance Period”) to confirm that such Deliverable conforms to their acceptance criteria. If the Client determines that a Deliverable does not conform to their Acceptance Criteria, the Client shall by the last day of the Acceptance Period provide to the Supplier an Issues List of the non-conformities to the Acceptance Criteria;
b. the Client shall use best efforts to correctly and efficiently ensure appropriate Acceptance Testing in relation to any Deliverable which is subject to Acceptance and shall notify the Supplier within the Acceptance Period (as defined in Clause 9.2 (a)) if any of the Deliverables do not conform to the Acceptance Criteria. In the event that Client has undertaken the Acceptance Testing within the Acceptance Period and fails to reject any Deliverable within the relevant Acceptance Period, for all purposes under these Conditions such Deliverable, shall be deemed accepted as if the Client had issued a written acceptance thereof. Once the Deliverable has been accepted by the Client and payment has been settled in accordance with Clause 7, the Deliverable shall become the property of the Client. For the avoidance of doubt, should any non-conformities be found in earlier stages of the Deliverables but which were not highlighted to the Supplier during the applicable Acceptance Period, such non-conformities shall not be subject to the remedies as set out in Clause 9.2 (c) below.
c. If there are any non-conformities within any Deliverable, which have been highlighted by Client or the Supplier during the Acceptance Period and whereby the Deliverable has not been accepted by the Client for this reason and such non-conformity is a directly attributable act or omission on the part of the Supplier (and not subject to a Change Order (as defined in Clause 14 or attributable to the Client’s acts or omissions including inadequate Acceptance Testing) the Supplier shall (without prejudice to the Client’s other rights and remedies) carry out all necessary remedial work without additional charge as part of the next Deliverable which shall accordingly be modified.
d. If any non-conformity cannot be remedied by the Supplier due to an error, defect or fault which the Supplier is able to demonstrate to the reasonable
satisfaction of the Client to be outside the Supplier’s control and which has disabled the Supplier’s ability to remedy such non-conformity, then the Supplier reserves the right to terminate work on that specific Deliverable. Supplier agrees not to charge Client, any amounts paid or payable by Client to Supplier which specifically relate to the non-conforming Deliverable which cannot be remedied.
10. DATA PROTECTION
10.1 The Supplier shall promptly notify the Client in writing of any loss or damage to the Client Data. The Supplier shall not remove media or data other than with the Client’s permission, and only for the purpose of providing the Services, testing software or at the Client’s express request. Such media or data are held only for as long as necessary for the Supplier to complete the related purpose or as agreed with the Client, and the Client may not rely on them in any way as part of Client backup procedures. The Supplier will use all reasonable endeavours to ensure that no data is lost, but disclaims all liability for the loss of any data. The Supplier will notify the Client of any failures it discovers in the backup system. If as part of the Services only (and as specified in the relevant Proposal), the Supplier will monitor the Client’ s backup systems for the purpose of checking that data is backed up, provided however that the Supplier excludes all liability in respect of any backups that subsequently fail where they are due to environmental conditions, human input or other factors outside of the control of the Supplier, its subcontractors, Third Parties or as otherwise set out in this Agreement.
10.2 For the purposes of this clause 10, the terms controller, processor, data subject, personal data, personal data breach and processing shall have the meaning given to them in the India Data Protection Legislation.
10.3 Both Parties will comply with all applicable requirements of Applicable Data Protection Laws. This clause 10 is in addition to, and does not relieve, remove or replace, a Party’s obligations or rights under Applicable Data Protection Laws.
10.4 The Parties have determined that, for the purposes of Applicable Data Protection Laws, the Supplier shall process the personal data set out in the applicable Proposal, as a processor on behalf of the Client.
10.5 Without prejudice to the generality of clause 10.3, the Client will ensure that it has all necessary appropriate consents and notices in place to enable lawful transfer of the Client Personal Data to the Supplier for the duration and purposes of this Agreement.
10.6 Without prejudice to the generality of clause 10.3 the Supplier shall, in relation to Client Personal Data:
a. process that Client Personal Data only on the documented instructions of the Client, unless the Supplier is required by Applicable Laws to otherwise process that Client Personal Data. Where the Supplier is relying on Applicable Laws as the basis for processing Client Processor Data, the Supplier shall notify the Client of this before performing the processing required by the Applicable Laws unless those Applicable Laws prohibit the Supplier from so notifying the Client on important grounds of public interest. The Supplier shall inform the Client if, in the opinion of the Supplier, the instructions of the Client infringe Applicable Data Protection Legislation;
b. implement appropriate technical and organisational measures to protect against unauthorised or unlawful processing of Client Personal Data and against accidental loss or destruction of, or damage to, Client Personal Data, which the Client has reviewed and confirms are appropriate to the harm that might result from the unauthorised or unlawful processing or accidental loss, destruction or damage and
the nature of the data to be protected, having regard to the state of technological development and the cost of implementing any measures;
c. ensure that any personnel engaged and authorised by the Supplier to process Client Personal Data have committed themselves to confidentiality or are under an appropriate statutory or common law obligation of confidentiality;
d. assist the Client insofar as this is possible (taking into account the nature of the processing and the information available to the Supplier), and at the Client’s cost and written request, in responding to any request from a data subject and in ensuring the Client’s compliance with its obligations under Applicable Data Protection Laws with respect to security, breach notifications, impact assessments and consultations with supervisory authorities or regulators;
e. notify the Client without undue delay on becoming aware of a personal data breach involving the Client Personal Data;
f. at the written direction of the Client, delete or return Client Personal Data and copies thereof to the Client on termination of the Agreement unless the Supplier is required by Applicable Law to continue to process that Client Personal Data. For the purposes of this clause 10.7 (f) Client Personal Data shall be considered deleted where it is put beyond further use by the Supplier; and
g. maintain records to demonstrate its compliance with this clause 10 and allow for reasonable audits by the Client or the Client’s designated auditor, for this purpose, on reasonable written notice.
10.7 The Client hereby provides its prior, general authorisation for the Supplier to:
a. appoint processors to process the Client Personal Data, provided that the Supplier:
i. shall ensure that the terms on which it appoints such processors comply with Applicable Data Protection Laws, and are consistent with the obligations imposed on the Supplier in this clause 10;
ii. shall remain responsible for the acts and omission of any such processor as if they were the acts and omissions of the Supplier; and
iii. shall inform the Client of any intended changes concerning the addition or replacement of the processors, thereby giving the Client the opportunity to object to such changes provided that if the Client objects to the changes and cannot demonstrate, to the Supplier’s reasonable satisfaction, that the objection is due to an actual or likely breach of Applicable Data Protection Law, the Client shall indemnify the Supplier for any losses, damages, costs (including legal fees) and expenses suffered by the Supplier in accommodating the objection.
b. transfer Client Personal Data outside of the India as required for the Purpose, provided that the Supplier shall ensure that all such transfers are effected in accordance with Applicable Data Protection Laws. For these purposes, the Client shall promptly comply with any reasonable request of the Supplier, including any request to enter into standard data protection clauses adopted by the India Commission from time to time (where the India DPDP applies to the transfer) or adopted by the Commissioner from time to time (where the India Data Protection Legislation applies to the transfer).
10.8 Either Party may, at any time on not less than 30 days’ notice, revise this clause 10 by replacing it with any applicable controller to processor standard clauses or similar terms forming part of an applicable certification scheme (which shall apply when replaced by attachment to this agreement) where there has not been a India Community finding of adequacy pursuant to Article 21 of the INDIA DPDP in respect of the India.
10.9 The Supplier’s total aggregate liability in contract, tort (including negligence and breach of statutory duty howsoever arising), misrepresentation (whether innocent or negligent), restitution or otherwise, arising in connection with the performance or
contemplated performance of this agreement or any collateral contract insofar as it relates to the obligations set out in this clause 10, or Applicable Data Protection Laws shall be limited to the amount set out in clause 13.5.
10.10 To the extent that the Supplier cannot comply with a change to the Client’s instructions when processing Personal Data without incurring material additional costs:
a. the Supplier shall: (i) immediately inform the Client, giving full details of the problem; and (ii) cease all processing of the affected data (other than securely storing those data) until revised instructions are received; and
b. any changes in the Client’s instructions that affect the pricing structure or commercial relationship between the Parties should go through an appropriate Change Order (as set out in Clause 14).
10.11 The Supplier may only authorise a third party (“Subprocessor”) to process the Personal Data if:
a. the Client is provided with an opportunity to object to the appointment of each Subprocessor within 3 Business Days after the Supplier supplies the Client with full details regarding such Subprocessor; (b) the Supplier enters into a written contract with the Subprocessor that contains terms substantially the same as those set out in this Clause 10, in particular, in relation to requiring appropriate technical and organisational data security measures, and, upon the Client’s written request, provides the Client with copies of such contract;
b. the Supplier maintains control over all Personal Data it entrusts to the Subprocessor; and
c. the Subprocessor’s contract terminates automatically on termination of this Agreement for any reason.
10.12 Those Subprocessors as approved by the Client at the commencement of this Agreement are as set out in the Proposal.
10.13 Where the Subprocessor fails to fulfil its obligations under such written agreement, the Supplier remains fully liable to the Client for the Subprocessor’s performance of its agreement obligations.
11. INTELLECTUAL PROPERTY RIGHTS
11.1 Subject to Clause 11.2 below, on creation by the Supplier and upon the Supplier receiving payment in full, all Intellectual Property Rights in bespoke materials or code created under the Services (”Bespoke IPR”) for the Client shall vest automatically in the Client. Supplier hereby assigns to the Client its present and future rights and full title and interest in such creations, including but not limited to workflows, widgets, business processes, and customised web coding which are used in order to provide the Services. The Client hereby provides an irrevocable, worldwide, royalty-free licence to the Supplier for the duration of this Agreement to use such Bespoke IPR strictly for the purposes of providing the Services.
11.2 Notwithstanding Clause 11.1 above, the Supplier and its respective licensors shall retain exclusive ownership of (i) all of its Background Materials; and (ii) ideas, concepts, techniques and know-how discovered, created or developed by the Supplier during the performance of the Services that are of general application and that are not based on or derived from the Client’s business or Confidential Information (“General IP”, together with the Background Materials, the “Supplier Intellectual Property”). The Supplier grants to the Client a non-exclusive, irrevocable, worldwide royalty free and non-transferable license to use the Supplier Intellectual Property.
11.3 If an IPR Claim is brought or in the reasonable opinion of the Supplier is likely to be made or brought, Supplier may at its own expense ensure that the Client is still able to use the Deliverables by either:
a. modifying any and all of the provisions of the Deliverables without reducing the performance and functionality for any or all of the provision of the Deliverables, so as to avoid the infringement or the alleged infringement, provided that the terms herein shall apply mutatis mutandis to such modified or substituted services and such modified or substituted services shall be acceptable to the Client, such acceptance not to be unreasonably withheld; or
b. procuring a license or permission to use the Deliverables on terms which are acceptable to the Client, such acceptance not to be unreasonably withheld.
11.4 Except to the extent that the Supplier should reasonably have known or advised the Client the foregoing provisions of Clause 11.3, the Supplier shall have no obligation or liability for any IPR Claim to the extent such IPR Claim arises from:
a. any use by or on behalf of the Client of the combination with any item not supplied or recommended by the Supplier where such use of the Deliverables directly gives rise to the claim, demand or action; or
b. any modification carried out on behalf of the Client to any item supplied by the Supplier under this Agreement if such modification is not authorised by the Supplier in writing where such modification directly gives rise to a claim, demands or action.
12. LICENCES
12.1 The Supplier shall procure any Third-Party Services required by the Client for the provision of the Services and as more fully set out in the Proposal. Except as expressly set out in the relevant Licence Agreement, the Supplier expressly excludes any warranty and liability to the Client that the Third-Party Services supplied or licensed under this Agreement will operate substantially in accordance with, and perform, the material functions and features as set out in the marketing, sales or other associated documentations. The Client shall remain liable for any and all payments owed to the Supplier throughout this Agreement and until the end of the respective licence terms for such Third-Party Services (the “Licence Fees”).
12.2 It is a condition of this Agreement that the Client shall enter into such direct Licence Agreements issued by the Third Party where the Client must directly contract with that Third Party as so prescribed by the relevant software owners of each Third-Party Services identified within this Agreement and/or in the applicable Proposal. In the event the Client does not accept the terms of such Licence Agreements (whether directly contracted with the Supplier or the relevant Third Party), the Supplier reserves the right to suspend the provision of the Services until such time as the Client enters into such Licence Agreement.
12.3 The Client acknowledges that it is responsible for ensuring that the Client’s Hardware, and operating software for such Hardware is compatible with the Third-Party Services and the Supplier gives no warranty in relation thereto unless agreed otherwise in writing between the Parties in the Proposal.
13. EXCLUSIONS, LIMITATIONS OF LIABILITY AND WARRANTIES
13.1 The Client acknowledges and agrees that, except as expressly provided in this Agreement or unless it is a Service under a relevant Proposal, the Client assumes sole responsibility for:
a. all problems, conditions, delays, delivery failures (including any of those concerning transfer of data) and all other loss or damage arising from or relating to the Client’s or its agents’ or contractors’ (including any existing service provider’s) network connections, telecommunications links or facilities, including the internet and acknowledges that the Services and the Deliverables may be subject to limitations, delays and other problems inherent in the use of such connections, links or facilities; and
b. loss or damage arising from or relating to any Relief Event.
13.2 This Clause 13 sets out the entire financial liability of each Party (including any liability for the acts or omissions of its employees, agents and subcontractors) in respect of:
a. any breach of this Agreement; and
b. any representation, misrepresentation (whether innocent or negligent), statement or tortious act or omission (including negligence) arising under or in connection with this Agreement.
13.3 Nothing in this Agreement excludes or limits either Party’s liability for:
a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation;
c. breach of Clause 20;
d. any other liability which cannot lawfully be excluded or limited.
13.4 Subject to Clause 13.3 above, the Service Level Arrangements state the Client’s full and exclusive right and remedy, and the Supplier’s only obligation and liability, in respect of the performance and availability of the Managed Services, or their non-performance and non-availability.
13.5 Any breach of any Party’s responsibilities under Clause 10 shall be limited to £500,000 in the aggregate, which shall count towards the cap set out in Clause 13.6.
13.6 The Parties’ total aggregate liability in contract, tort (including negligence or breach of statutory duty), misrepresentation (whether innocent or negligent), restitution or otherwise, arising in connection with the performance or contemplated performance of this Agreement shall be limited to one hundred and twenty five percent (125%) of the price paid for the Services during the twelve (12) months preceding the date on which the claim arose.
13.7 Except as expressly and specifically provided in this Agreement:
a. neither Party shall have any liability for any losses or damages which may be suffered by the other Party (or any person claiming under or through that Party), whether the same are suffered directly or indirectly or are immediate or consequential, and whether the same arise in contract, tort (including negligence) or otherwise howsoever, which fall within any of the following categories:
i. special damage even if the other Party was aware of the circumstances in which such special damage could arise;
ii. loss of profits;
iii. loss of anticipated savings;
iv. loss of business opportunity;
v. loss of goodwill and reputation;
vi. (loss or corruption of data.
13.8 Except as expressly and specifically provided in this Agreement:
a. the Client assumes sole responsibility for results obtained from the use of the Managed Services, and for conclusions drawn from such use. The Supplier shall have no liability for any damage caused by errors or omissions in any information, instructions or scripts provided to the Supplier by the Client in connection with the Managed Services, or any actions taken by the Supplier at the Client’s direction; and
b. all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from this Agreement.
13.9 The Supplier shall maintain in force the following insurance policies:
a. Public Liability Insurance Policy; Limit £2 million per claim
b. Professional Indemnity Insurance Policy; limit £5 million per claim
c. Employers Liability Policy; limit £5 million per claim
14. CHANGE ORDERS
14.1 Either Party may request changes to any Services (in each case, a “Change Order”). Any Change Order shall be made in writing and sent to the Client Representatives or Supplier representative (as appropriate) and shall set out the change in sufficient detail so as to enable the other Party to make a proper assessment of such change.
14.2 Until such time as a Change Order has been agreed to by the Parties, the Parties shall continue to perform their respective obligations under the Proposal without taking into account the Change Order. Once duly agreed by both Parties , the Change Order shall be deemed incorporated into Agreement and Proposal and the Supplier shall commence performance of the Change Order accordingly.
14.3 Neither Party shall be required to accept any Change Order made by the other Party and shall not be bound by the Change Order unless it has been agreed in writing as set out above.
14.4 Unless otherwise agreed in writing, Supplier shall be entitled to charge the Client at Supplier’s then current Rates for investigating, reporting on and, if appropriate, implementing any Change Order requested by the Client
15. CONFIDENTIALITY
15.1 Each Party agrees and undertakes that it will treat all Confidential Information disclosed to it by the other Party in connection with the Services as strictly confidential and shall use it solely for the purpose intended by the Services and shall not, without the prior consent of the other Party, publish or otherwise disclose to any third party any such Confidential Information except for the purposes intended by the relevant Proposal.
15.2 To the extent necessary to implement the provisions of any Services, each Party may disclose Confidential Information to its employees, agents, sub-contractors and professional advisers, in each case under the same conditions of confidentiality as set out in Clause 15.1.
15.3 The obligations of confidentiality set out in this Clause 15 shall not apply to any information or matter which: (i) is in the public domain other than as a result of a breach of this Agreement; (ii) was in the possession of the receiving Party prior to the date of
receipt from the disclosing Party or was rightfully acquired by the receiving Party from sources other than the disclosing Party; (iii) is required to be disclosed by law, or by a competent court, tribunal, securities exchange or regulatory or governmental body having jurisdiction over it wherever situated; or (iv) was independently developed by the receiving Party without use of or reference to the Confidential Information.
16. TERM AND TERMINATION
16.1 The Contract shall commence on the Commencement Date and shall continue, unless terminated earlier in accordance with clauses 16.2 or 16.3, for a period of three (3) years (Initial Term). The term of the Contract shall automatically extend at the end of the Initial Term for a period of three (3) years (Extended Term) and thereafter on the anniversary of each Extended Term, unless either party gives written notice to the other party, not later than three (3) calendar months before the end of the Initial Term or Extended Term, to terminate the Contract.
16.2 If the Client shall fail to pay any payment to TechG Infotech on the due date or becomes subject to any of the circumstances detailed below then TechG Infotech may treat all sums due or to become due on any delivery as immediately payable and/or at its absolute discretion suspend or cancel further work or require payment in advance therefor or treat the Contract as repudiated by the Client but without prejudice to any other rights of TechG Infotech.
a. The Client commences negotiations with all or any class of its creditors with a view to rescheduling any of its debts, or makes a proposal for or enters into any compromise or arrangement with its creditors;
b. (being an individual) the Client is the subject of a bankruptcy petition or order ;
c. creditor or encumbrancer of the Client attaches or takes possession of, or a distress, execution, sequestration or other such process is levied or enforced on or sued against, the whole or any part of its assets and such attachment or process is not discharged within14 days;
d. (being a company) an application is made to court, or an order is made, for the appointment of an administrator or if a notice of intention to appoint an administrator is given or if an administrator is appointed over the Client;
e. (being a company) a floating charge holder over the assets of the Client has become entitled to appoint or has appointed an administrative receiver;
f. a person becomes entitled to appoint a receiver over the assets of the Client or a receiver is appointed over the assets of the Client;
g. the Client suspends, threatens to suspends, ceases or threatens to cease to carry on all or substantially the whole of its business.
16.3 If TechG Infotech becomes subject to any of the circumstances detailed below then the Client may treat the Agreement as repudiated by TechG Infotech but without prejudice to any other rights of the Client.
a. TechG Infotech commences negotiations with all or any class of its creditors with a view to rescheduling any of its debts, or makes a proposal for or enters into any compromise or arrangement with its creditors;
b. a creditor or encumbrancer of TechG Infotech attaches or takes possession of, or a distress, execution, sequestration or other such process is levied or enforced on or sued against, the whole or any part of its assets and such attachment or process is not discharged within 14 days;
c. an application is made to court, or an order is made, for the appointment of an administrator or if a notice of intention to appoint an administrator is given or if an administrator is appointed over TechG Infotech;
d. a floating charge holder over the assets of TechG Infotech has become entitled to appoint or has appointed an administrative receiver;
e. a person becomes entitled to appoint a receiver over the assets of TechG Infotech or a receiver is appointed over the assets of TechG Infotech;
f. TechG Infotech suspends, threatens to suspends, ceases or threatens to cease to carry on all or substantially the whole of its business.
16.4 If either party fails to comply with any of the provisions of these terms and does not rectify such non-compliance within 14 days of receipt of a written notice thereof, the other party may, without prejudice to any other of its rights or remedies it may have and without being liable to the other for any loss or damage which may be occasioned, give written notice to the non-complying party terminating the Agreement with immediate effect, but such notice shall be without prejudice to TechG Infotech’s right to recover all monies owing under the Agreement.
17. STAFF TRANSFER AND NON-SOLICITATION
17.1 It is not intended that any staff be transferred from the Supplier to the Client or from the Client to the Supplier pursuant to this Agreement or that any ‘relevant transfer’ occur for the purposes of the Transfer of Undertakings (Protection of Employment) Regulations 2006 (TUPE).
17.2 Neither Party shall solicit the other Party’s staff or contractors who have been employed or engaged in the Services or the performance of this Agreement during the lifetime of this Agreement and for a period of 9 months thereafter. For the purposes of this Clause ‘solicit’ means the soliciting of such person with a view to engaging such person as an employee, director, sub contractor or independent contractor.
17.3 In the event that either Party is in breach of Clause 17.2 above then the Party in breach shall pay to the other by way of liquidated damages an amount equal to 50% per cent of the gross annual budgeted fee income (as at the time of the breach or when such person was last in the service of the relevant party) of the person so employed or engaged. This provision shall be without prejudice to either Party’s ability to seek injunctive relief.
17.4 The Parties hereby acknowledge and agree that the formula specified in Clause 17.3 above is a reasonable estimate of the loss which would be incurred by the loss of the person so employed or engaged.
18. RELIEF EVENTS
Subject to Clause 13.3, and notwithstanding any other provision of this Agreement, the Supplier shall have no liability for failure to perform the Services or its other obligations under this Agreement if it is prevented, hindered or delayed in doing so as a result of any Relief Event.
19. FORCE MAJEURE
The Supplier shall have no liability to the Client under this Agreement and the Client shall have no obligation to pay the Fees if the Supplier is prevented from, or delayed in, performing its obligations under this Agreement, or from carrying on its business, by acts, events, omissions or accidents beyond its reasonable control except to the extent that the Supplier could reasonably have avoided such circumstances b
y fulfilling its obligations in accordance with the terms of this Agreement or otherwise exercising the level of diligence that could reasonably have been expected of it (having exercised Good Industry Practice), including strikes, computer viruses and malware, pandemics,
epidemics, lock-outs or other industrial disputes (excluding any industrial disputes involving the workforce of the Supplier), act of God, war, riot, civil commotion, compliance with any law or regulation, fire, flood or storm (each a Force Majeure Event), provided that:
a. the Client is notified of such an event and its expected duration; and
b. the Supplier uses all reasonable endeavours to mitigate, overcome or minimise the effects of the Force Majeure Event concerned,
c. and that if the period of delay or non-performance continues for four (4) weeks or more, the Party not affected may terminate this Agreement by giving fourteen (14) days’ written notice to the other Party.
20. ANTI-BRIBERY
20.1 The Supplier shall:
a. comply with all applicable laws, regulations and sanctions relating to anti-bribery and anti-corruption, including the Bribery Act 2010 (“Relevant Requirements”);
b. promptly report to the Client any request or demand for any undue financial or other advantage of any kind received by the Supplier in connection with the performance of this Agreement.
20.2 The Supplier shall procure that any person associated with the Supplier, who is performing services in connection with this Agreement, adheres to terms equivalent to those imposed on the Supplier in this Clause 20 (“Relevant Terms”). The Supplier shall be responsible for the observance and performance by such persons of the Relevant Terms, and shall be directly liable to the Client for any breach by such persons of any of the Relevant Terms.
20.3 For the purpose of this Clause 20, the meaning of adequate procedures and foreign public official and whether a person is associated with another person shall be determined in accordance with section 7(2) of the Bribery Act 2010 (and any guidance issued under section 9 of that Act), section 6(5) and (6) of that Act and section 8 of that Act respectively. For the purposes of this Clause 20 a person associated with the Supplier includes any subcontractor of the Supplier.
21. WAIVER
No failure or delay by a Party to exercise any right or remedy provided under this Agreement or by law shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that or any other right or remedy.
22. SEVERANCE
If any court or competent authority finds that any provision of this Agreement (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this Agreement shall not be affected. 22.2 If any invalid, unenforceable or illegal provision of this Agreement would be valid, enforceable and legal if some part of it were deleted, the Parties shall negotiate in good faith to amend such provision such that, as amended, it is legal, valid and enforceable, and, to the greatest extent possible, achieves the Parties’ original commercial intention.
23. ENTIRE AGREEMENT AND AMENDMENT
23.1 This Agreement (and its references to website address to further documentation, the Licence Agreements, the Proposals and the Client Agreement constitutes the entire Agreement between the Parties and supersedes all previous discussions, correspondence, negotiations, arrangements, understandings and Agreements between them relating to its subject matter.
23.2 Each Party acknowledges that in entering into this Agreement it does not rely on, and shall have no remedies in respect of, any representation or warranty (whether made innocently or negligently) that is not set out in this Agreement.
23.3 Each Party agrees that its only liability in respect of those representations and warranties that are set out in this Agreement (whether made innocently or negligently) shall be for breach of contract.
23.4 No alteration to or variation of this Agreement shall take effect unless and until the same is in writing and signed on behalf of each of the Parties by a duly authorised representative.
24. ASSIGNMENT
The Client shall not without the prior written consent of the Supplier (such consent not to be unreasonably withheld or delayed) assign or, transfer or charge or deal in any other manner with either the benefit or the burden of this Agreement or any of its rights or obligations under it, or purport to do any of the same, nor sub-contract any or all of its obligations under this Agreement.
25. NO PARTNERSHIP OR AGENCY
Nothing in this Agreement is intended to, or shall be deemed to, establish any partnership or joint venture between any of the Parties, constitute any Party the agent of another Party, nor authorise any Party to make or enter into any commitments for or on behalf of any other Party.
26. THIRD-PARTY RIGHTS
This Agreement is made for the benefit of the Parties, to it and (where applicable) their successors and permitted assigns, and Microsoft (in respect of enforcing the terms of the NCE Agreement) and is not intended to benefit or be enforceable by anyone else, therefore the provisions of the Contracts (Rights of Third Parties) Act 1999 shall not apply to this Agreement.
27. NOTICES
27.1 Any notice or other communication required to be given to a Party under or in connection with this Agreement shall be in writing and shall be delivered by hand or sent by pre-paid first-class post or other next working day delivery service, at its registered office (if a company) or (in any other case) its principal place of business.
27.2 Any notice or communication shall be deemed to have been received if delivered by hand, on signature of a delivery receipt, or otherwise at 9.00 am on the second Business Day after posting or at the time recorded by the delivery service.
27.3 This Clause does not apply to the service of any proceedings or other documents in
any legal action or, where applicable, any arbitration or other method of dispute resolution. For the purposes of this Clause, “writing” shall include e-mail.
28. DISPUTE RESOLUTION
28.1 If a dispute arises under this Agreement (“Dispute”), including any Dispute arising out of any amount due to a Party hereto, then before bringing any suit, action or proceeding in connection with such Dispute, a Party must first give written notice of the Dispute to the other Party describing the Dispute and requesting that it is resolved under this dispute resolution process (“Dispute Notice”).
28.2 If the Parties are unable to resolve the Dispute within thirty (30) calendar days of delivery of the Dispute Notice, then each Party will promptly (but no later than five Business Days thereafter):
a. appoint a designated representative who has sufficient authority to settle the Dispute and who is at a higher management level than the person with direct responsibility for the administration of this Agreement (“Designated Representative”); and
b. notify the other Party in writing of the name and contact information of such Designated Representative.
28.3 The Designated Representatives will then meet as often as they deem necessary in their reasonable judgment to discuss the Dispute and negotiate in good faith to resolve the Dispute. The Designated Representatives will mutually determine the format for such discussions and negotiations, provided that all reasonable requests for relevant information relating to the Dispute made by one Party to the other Party will be honoured.
28.4 If the Parties are unable to resolve the Dispute within thirty (30) calendar days after the appointment of both Designated Representatives, then either Party may proceed with any other available remedy.
29. MARKETING
Both Parties agree to reasonably cooperate in connection with the creation of mutually beneficial marketing communications, which shall include, at a minimum, a press release, case study and a reference to Client on Supplier’s website, provided that in no event shall either Party use the name, trademarks or other proprietary identifying symbols of the other Party without such Party’s prior written consent, which consent shall not be unreasonably withheld or delayed.
30. GOVERNING LAW AND JURISDICTION
30.1 This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be exclusively governed by and construed in accordance with the law of Mumbai.
30.2 The Parties irrevocably agree that the Senior Court of Mumbai shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this Agreement or its subject matter or formation (including non-contractual disputes or claims).
| Term | Definition |
| Acceptance Criteria | means the acceptance criteria as specified in Clause 9.2 or referred to in a Proposal or as otherwise agreed by the Parties expressly in writing after the date of the Proposal against which the Acceptance Tests are to be carried out to determine whether the Deliverables meet the Proposal, are satisfactory and ready to be invoiced. |
| Acceptance Tests | means the acceptance tests as specified or referred to in the Proposal or as agreed between the Parties, to be undertaken to determine whether the Deliverables meet the Acceptance Criteria. |
| Agreement | means the terms and conditions in this agreement along with the Proposal(s). |
| Applicable Data Protection Laws | means: i. To the extent the India Data Protection Legislation applies, the law of the United Kingdom or of a part of the United Kingdom which relates to the protection of personal data; and ii To the extent the India DPDP applies, the law of the India or any member state of the India to which the Supplier is subject, which relates to the protection of personal data. |
| Applicable Laws | means all applicable laws, statutes, regulations from time to time in force which relate to the business of the applicable Party. |
| Background Materials | a day other than a Saturday, Sunday or public holiday in India when banks in Mumbai are open for business. |
| Business Day | a day other than a Saturday, Sunday or public holiday in India when banks in Mumbai are open for business. |
| Business Systems | the information technology and communication systems, including networks, hardware, software and interfaces owned by, or licensed to, the Clients or any of its agents or contractors. Where a Client’s users use their own personal equipment (e.g. internet connection at home) this is not covered by the agreement. |
| Change Order | means any request to alter the Services pursuant to this Agreement as set out in Clause 14. |
| Confidential Information | all confidential information (however recorded or preserved) disclosed by a Party or its employees, officers, |
| representatives, advisers or subcontractors involved in the provision or receipt of the Services (together, its Representatives) to the other Party and that Party’s Representatives in connection with this Agreement which information is either labelled as such or should reasonably be considered as confidential because of its nature and the manner of its disclosure. | |
| Commencement Date | means the date of this Agreement unless otherwise specified in the relevant Proposal. |
| Commissioner | the Information Commissioner (see section 114, DPA 2018). |
| Client | the client as identified in the Proposal. |
| Client Data | any information that is provided by the Client to the Supplier as part of the Client’s use of the Services, including any information derived from such information. |
| Client Personal Data | any personal data which the Supplier processes in connection with this Agreement, in the capacity of a processor on behalf of the Client. |
| Client Site | means the locations where the Services are provided as identified in the Proposal. |
| Client’s Operating Environment | the Client’s computing environment (consisting of hardware and software) that is to be used by the Client in connection with its use of the Managed Services and which interfaces with the Supplier’s System in order for the Client to receive the Managed Services, but excluding the Client-side Equipment. |
| Client-side Equipment | any equipment located or to be located on a Client Site but controlled or to be controlled exclusively by the Supplier as part of the Services. |
| Deliverable | means all Documents, products and materials developed by the Supplier or its agents, subcontractors, consultants and employees in relation to the Services in any form, including computer programs, data, reports and specifications (including drafts). |
| Document | means, in addition to any document in writing, any drawing, map, plan, diagram, design, picture or other image, tape, disk or other device or record embodying information in any form. |
| Designated User | means any user of the Services named to the Supplier as a user by the Client. |
| Dispute Resolution Procedure | the procedure described in Clause 28. |
| India DPDP | the General Data Protection Regulation DPDP. |
| Fees | the fees payable to the Supplier, as described in the Proposal as may be varied from time to time pursuant to the terms of this Agreement. |
| Force Majeure | any cause preventing either party from performing any or all of its obligations which arises from or is attributable to acts, events, omissions or accidents beyond the reasonable control of the party so prevented including, without limitation, act of God, war, riot, computer viruses and malware, epidemics, pandemics, civil commotion, compliance with any law or governmental order, rule, regulation or direction, flood or storm, save that strike or lockout of the party’s own staff shall not entitle them to claim that to be a force majeure event. |
| Good Industry Practice | the standards that fall within the upper quartile of a skilled and experienced provider of business-critical managed services similar or identical to the Services, having regard to factors such as the nature and size of the Parties, the Service Level Arrangements, the term, the pricing structure and any other relevant factors. |
| Goods | the goods to be provided as part of the Services (or any part of them) as set out in the Proposal or as otherwise agreed in writing between the Parties. |
| Hardware | all physical telecommunications, networking and computer equipment (including switches, routers, cables, servers, racks, cabinets and peripheral accessories) provided and used by the Supplier to deliver the Managed Services to the Client. |
| Intellectual Property Rights or IPR | any and all intellectual property rights of any nature, whether registered, registerable or otherwise, including patents, utility models, trademarks, registered designs and domain names, applications for any of the foregoing, trade or business names, goodwill, copyright and rights in the nature of copyright, design rights, rights in databases, moral rights, know-how and any other intellectual property rights that subsist in computer software, computer programs, websites, documents, information, techniques, business methods, drawings, logos, instruction manuals, lists and procedures |
| and particulars of Clients, marketing methods and procedures and advertising literature, including the “look and feel” of any websites, and in each case all rights and forms of protection of a similar nature or having equivalent or similar effect to any of these that may subsist anywhere in the world, in each case for their full term, together with any future rights and renewals or extensions. | |
| IPR Claim | means a claim arising from the infringement of IPR belonging to third parties. |
| Issues List | means a written list of the non-conformities to the Acceptance Criteria for a specific Deliverable. |
| Licence Agreement | means all licence agreements that may have to be entered into by the Supplier and/or the Client in respect of Third Party Services used. Such Licence Agreement terms shall be set out in the relevant Proposal. |
| Local System Components | means equipment supplied by the Client such as routers, switches, PCs, thin client devices, smart phones, wireless controllers and access points. |
| Losses | means costs, fines, damages, losses and liabilities suffered by a Party. |
| Managed Services | the hosting and support service described in the Proposal to be performed by the Supplier in accordance with this Agreement. |
| NCE Agreement | the NCE client agreement, which is a direct agreement between the Client and Microsoft and is a condition of New Commerce Experience Program that the Client enters into this Agreement, the terms of which are found at https://www.microsoft.com and which may be updated from time to time. |
| Normal Business Hours | 9.00 am to 5.30 pm local India time on Business Days. |
| Party | a party to this Agreement or parties. |
| Professional Services | the service described in the Proposal to be performed by the Supplier in accordance with this Agreement. |
| Proposal | the service proposal and any other services specification for either the Professional Services, Managed Services and/or Goods as set out under separate cover and agreed between the Parties. |
| Purpose | the purposes for which the Client Personal Data is processed, as set out in Schedule. |
| Rates | the Supplier’s standard hourly or daily fee rates as set out in the applicable Proposal. |
| Relief Events | the following events: 1. any failure by the Client to comply with its obligations under this Agreement.any error or malfunction in the Business Systems or any other software, hardware or systems for which the Supplier is not responsible or any failure by the Client, its agents or contractors (including any existing service provider) to obtain sufficient support and maintenance, as required, for any software, hardware or systems for which the Supplier is not responsible.any failure by the Client or its agents or contractors (including any existing service provider) to provide any information, cooperation or instructions to the Supplier which is reasonably required by the Supplier for the proper performance of its obligations under this Agreement. |
| Representative | means the person nominated by each Party in accordance with this Agreement. |
| Retail Prices Index | means the Retail Prices Index (all Items, excluding mortgages) as published by the Office for National Statistics from time to time, or failing such publication, such other index as the Parties may agree (such agreement not to be unreasonably withheld or delayed), acting reasonably, most closely resembles such index. |
| Scheduled Downtime | means the total amount of time during which the Client is not able to access the Services due to planned maintenance. The Supplier may schedule system downtime, with prior agreement of the Client. Scheduled Downtime periods do not count against the service level calculation detailed in such Proposal. |
| Service Level Arrangements | the service level arrangements set out in the Proposal. |
| Services | means the use of the Goods, Managed Services and/or the Professional Services including consulting, advisory, integration or technical services performed by the Supplier under a Proposal or otherwise agreed further to the signed written agreement between the Parties. |
| Subsequent Term | means the same length of term as the Term commencing on the last day of the Term or previous Subsequent Term. |
| Supplier | TechG Infotech Limited incorporated and registered in India and Mumbai with company GST number 27AGPPJ7589L1ZC whose Registered Office is at c/o CLINT APT CHS, A-402, BEHIND SAMARPAN BLDG, NEAR BALAJI MEDICAL, 60 FEET RD, BHAYANDAR WEST THANE 401101 – 401101 |
| Supplier’s System | the system to be used by the Supplier in performing the Managed Services, including the Hardware, any Third-Party Services, the Client-side Equipment and communications links between the Hardware and the Client-side Equipment and the Client’s Operating Environment. |
| Term | means the period commencing on the Commencement Date and ending on the date specified in the Proposal. For the avoidance of doubt, each Proposal will have their own Term, which will extend the Term of the Agreement if the term of the Proposal is longer than the Term of the Agreement. |
| Third-Party Services | any services, goods, code or software programs written or provided by other Third Parties (as defined in Clause 4.3) which are used by the Client during the provision of the Services. |
| India Data Protection Legislation | all applicable data protection and privacy legislation in force from time to time in the India including the India Digital Personal Data Protection Act, 2023 DPDP; the Data Protection Act 2023; The Information Technology Act came into effect in 2000 and was amended in 2008. Section 43A of the Act states as amended. |
| India DPDP | The DPDP Act is a recent piece of legislation for the processing of personal data in India. It was finally adopted almost six years after the Supreme Court recognised the fundamental right to privacy in Article 21. |
| Unscheduled Downtime | means any time when any or all of the applications and Services provided by the Supplier to the Client shall be unavailable to the Client due to unexpected system failures other than Scheduled Downtime or the downtime is attributable to events not under the control of the Supplier. |
| Variation Agreement | the template agreement for any variations, as set out here. |
| Variation Agreement: Variations | means any agreed variations (if any) to the terms of this Agreement as set out in the Variation Agreement and which forms part of the Agreement. |