Software Maintenance Agreement

These supplementary terms are an integral part of the General Terms and Conditions of alkima. The terms "Client" (Customer) and "Contractor" (alkima) correspond to the definitions set out in the General Terms and Conditions.

1. Subject to the agreement

   1. The contractor takes over the maintenance of the software individually developed by the contractor or already available to the client. Significant extensions to the software (upgrades) are not part of this agreement.

   2. The maintenance includes

      1. maintaining and restoring the operational readiness of the software,

      2. updating the software,

      3. the documentation of the work carried out,

      4. periodic maintenance services, such as software tests.

   3. Not covered by this agreement is the initial installation of the software, the instruction and training of the client's staff, changing the hardware or the client's operating system, and individual adjustments or extensions to the software. Corresponding services can be commissioned separately.

2. Scope of services

   1. The contractor is obliged to examine errors in the software reported by the client and to provide the client with information on how to eliminate the consequences of the error.

   2. The contractor will respond to error messages communicated by the client within the agreed response times.

   3. In case of significant errors in the software developed by the contractor, the contractor shall provide a suitable update to eliminate the error under this agreement. In the case of software that was not developed by the contractor, the contractor shall support the client, within the scope of the contractually agreed services, in analysing and eliminating the error.

   4. Other errors are only to be corrected if this can be done with economically reasonable effort. This is not the case if reprogramming of essential parts of the software is necessary.

   5. The contractor will inform the client of planned updates and their effects on the infrastructure used a reasonable time in advance, to the extent this is technically possible and reasonable.

   6. The maintenance work is usually carried out by remote maintenance.