Tillægsaftale til gensalg mobil aftalen. om levering af World Manuals terminalsupport gennem TDC Mobil. mellem TDC A/S. Siminn Danmark A/S

Transkript

1 25. januar 2008 Tillægsaftale til gensalg mobil aftalen om levering af World Manuals terminalsupport gennem TDC Mobil mellem TDC A/S og Siminn Danmark A/S Side 1 af 8

2 1. Aftalens Parter Denne aftale indgås mellem følgende 2 parter: Siminn Danmark A/S Århusgade København Ø CVR (herefter Gensælger) og TDC A/S Wholesale Teglholmsgade København C CVR (herefter Mobil). 2. Aftalens omfang Denne aftale er en tillægsaftale til gensalg mobil aftalen, og indeholder udbud af terminalsupportydelser fra World Manuals gennem TDC Mobil til TDC Mobils Gensælger. Aftalen indeholder i alt 2 bilag. 3. Aftalens løbetid Nærværende aftale træder i kraft ved førstkommende månedsskift, efter den dato den er underskrevet af begge parter. Gensælger og Mobil kan opsige denne aftale med et forudgående skriftligt varsel på 6 måneder. 4. Beskrivelse af ydelse Beskrivelse af ydelse, Service Levels og yderligere betingelser er beskrevet i bilag 1. Ydelsen leveres med 5 manualer i testperioden og 30 manualer, når testperioden ophører. Ydelsen bliver løbende opdateret med nye funktionaliteter, der tilbydes TDC Mobils gensalgsløsning. I 2003 er der p.t. planlagt at tilbyde mobil gensælgere følgende funktionaliteter, der alle vil indgå i World Manuals løsningen: Priser OTA (Over The Air) Sim Tool kit GPRS MMS Betalingen opgøres efter antallet af simkort, og beskrevet i nedenstående tabel. Opkrævning sker i forbindelse med regningsudsendelsen som specificeret i gensalg mobil aftalen. Side 2 af 8

3 Gensælgerens antal af simkort, opgjort på månedsbasis Opstartsfee (DKK ekskl. Moms) Månedlig ydelse (DKK ekskl. Moms) kunder For konsulentydelser udført af World Manuals Aps for gensælgeren, efter henvendelse til TDC Mobil betales DKK 1.250,- ekskl. moms pr. time. 4.1 Kontaktdata til TDC Mobil vedr. denne aftale Kontaktdata fremgår af Bilag Juridiske forhold 5.1 Erstatningsansvar Begge parter er erstatningsansvarlige efter dansk rets almindelige regler. Begge parter er dog aldrig erstatningsansvarlige for indirekte tab, herunder men ikke begrænset til, driftsstab og tabt avance. 5.2 Force majeure Ingen af parterne skal i henhold til denne aftale anses for ansvarlig over for den anden part, for så vidt ansvaret skyldes forhold, der ligger udenfor partens kontrol, og som parten ikke ved aftalens underskrift burde have taget i betragtning og ej heller burde have undgået eller overvundet, herunder hvis World Manuals erklæres konkurs eller betalingsstandsning er indtrådt. Force majeure ved forsinkelse kan højst gøres gældende med det antal arbejdsdage, som force majeure situationen varer. Force majeure kan kun påberåbes, såfremt den pågældende part har givet skriftlig meddelelse herom og om årsagen og den forventede varighed af force majeure situationen til den anden part senest 2 arbejdsdage efter, at force majeure er indtrådt. Ved ophør eller ændring af force majeure situationen skal den part, der har været berørt heraf, straks underrette den anden part. Den part, der ikke er ramt af force majeure situationen, er berettiget til at annullere aftalen, såfremt ydelserne ikke er leveret som aftalt i en periode på 30 arbejdsdage som følge af force majeure 5.3 Fortrolighed Med nedenstående forbehold forpligter parterne sig til at sikre hemmeligholdelse af alle fortrolige oplysninger modtaget fra den anden part. Parterne er berettiget til at videregive oplysninger til myndighederne til opfyldelse af lovmæssige forpligtelser eller med henblik på at varetage deres berettigede interesser. Ved aflevering af oplysninger er parten forpligtet til at forbeholde sig fortrolighed i størst muligt omfang og skal fremsende kopi af de afleverede oplysninger til den anden part. Fortrolige oplysninger må kun anvendes med det formål, som var årsag til meddelelsen, og/eller for at kunne opfylde parternes forpligtelser i henhold til denne aftale. Fortrolige oplysninger må ikke blive videregivet internt hos parterne til andre end de, for hvem oplysningerne er nødvendige i forbindelse med udførelsen af deres opgaver i henhold til denne aftale. Parterne er enige om, at fortrolige oplysninger ikke må anvendes til skade for den anden part eller med henblik på at formå den anden parts kunder til at afbryde deres kundeforhold til den anden part. Bestemmelserne om fortrolighed gælder uanset denne aftales ophør. Side 3 af 8

4 5.4 Overdragelse Mobil har ret til at overdrage rettigheder og forpligtelser efter denne aftale til et selskab, der kontrolleres af Mobil eller et med Mobil koncernforbundet selskab. Rettigheder og forpligtelser efter denne aftale kan derudover ikke overdrages til tredjemand uden den anden parts forudgående skriftlige samtykke. 5.5 Tvistigheder Denne aftale er undergivet og skal fortolkes i overensstemmelse med dansk ret. Parterne forpligter sig til i videst muligt omfang at søge at bilægge eventuelle tvistigheder, herunder uenighed om aftalens fortolkning, ved forhandling mellem Gensælger og Mobil. Værneting skal være Sø- og Handelsretten i København. 6. Underskrift Denne Aftale oprettes i to originale eksemplarer. Hver part modtager og opbevarer et originalt eksemplar. For TDC A/S: For TDC A/S: Dato: Dato: Sign.: Ole Hvelplund Sign.: Kenneth Krabbe For Siminn Danmark A/S: For Siminn Danmark A/S: Dato: Dato: Sign.: Rasmus Helmich Sign.: Hreinn Jakobsson Side 4 af 8

5 Bilag 1: A. Description of service Mobile SupportWare, hereinafter referred to as the Service, is a fully managed e-service solution which contains standardised support for Mobile Communication Devices and optional for Licensee s Value Added Mobile Service. When provided to Licensee, the Service shall be in Danish and comprised of the following elements: User application Call-center application Front-end stand-alone application. The call-center application shall be used by employees within mobile operators operating under TDC Mobil - Service Provision contracts (TDC-SP Licensees) when providing assisted support to their customers. Description of the call-center application is attached to this document as Addendum A. Website application Front-end application standardized for general use on TDC-SP Licensee websites. The website application shall be used by customers of these mobile operators as a self-service support tool for learning how to use the Mobile Communications Devices. Description of the website application is attached to this document as Addendum B. Support information Handset Manuals Standardized sets of instructions for Mobile Communication Devices. Instructions are written by Supplier and customised to reflect standard network settings applicable to the net provided by TDC Service Provision. Five (5) Handset Manuals (see conditions and list in Addendum C) will be included upon launch of the Service, and new Handset Manuals will be added by Supplier upon request from Licensee (subject to conditions described in section C.1 of this Service Agreement). Client may request up to twenty-four (24) new Handset Manuals per year (included in the service fee). Administrative tools Statistical tool A tool for tracking and reporting use of support information and user applications. Access to statistical tool is restricted to authorized individuals within Supplier s and Licensee s organisations. Description of the statistical tool is attached to this document as Addendum D. Hosting Hosting on Supplier s technical platform The Service shall be hosted on a technical platform maintained by the Supplier. The technical platform shall deliver a General Service Availability as described in section C.2 of this Service Agreement. B. Service levels The Service shall be provided according to the service levels listed below. Support information Under this Agreement, the Supplier will produce and publish support information according to the following conditions: Handset Manuals Supplier will publish Handset Manuals for the same Mobile Communication Devices delivered to TDC Mobil as set fourth in the contract between the supplier and TDC Mobil. The Handset Manuals will be available in the service no later than one (1) week after the Handset Manual has been made available to the service provided to TDC Mobil. Supplier guarantees to produce and publish any additional Handset Manual requested by Licensee provided that the following conditions are met; (i) the handset complies with the definition of a Mobile Communication Device as described in the General Terms and Conditions Side 5 af 8

6 of this Agreement, (ii) the handset is available, or will be available, for purchase at dealers controlled by the network operators operating under agreement with TDC Service Provision, and (iii) Licensee supplies Supplier one (1) handset with Danish menu and one (1) printed copy in Danish of manufacturer s original manual. When these conditions are met, Supplier will produce the Handset Manual and publish it in the Service no later than four (4) weeks from the date the handset and the printed copy of manufacturer s manual are received by Supplier. Supplier shall however be entitled to delay the delivery of any Handset Manual provided that written notice is given no later than one (1) week before scheduled date of publication. The supplied handset and printed copy of manufacturer s original manual shall remain in Supplier's possession at least until the Handset Manual is published in the Service. If Licensee requests that Supplier returns the handset after publication of the Handset Manual, the handset shall subsequently be made available to Supplier again upon Supplier s request. Quality of support information The quality of all support information included in the Service shall be of a standard which enables Licensee s customers (unaided or aided by call-center agents) to complete all tasks described in the Service without prior knowledge of the handset(s) and without having to consult other sources of support (provided that tasks do not require actions beyond the reach of the Service). Inconsistencies and/or errors in manufacturer s manuals shall not allow Supplier to deviate from the described quality. Service availability General Service Availability - Supplier aims to deliver a minimum of ninety-nine point seven percent (99,7%) General Service Availability within Normal Operational Hours measured retrospectively on a monthly basis. Availability of Service is tested by an independent auditor (AlertSite) from multiple locations every 5 (five) minutes, and the Service is deemed generally unavailable when AlertSite simultaneously from all test locations fails to register response from the Service. If General Service Availability falls below ninety percent (90%) within Normal Operational Hours in any given month, it is considered breach of contract. This shall entitle Licensee to terminate the Agreement immediately upon written notice. If Licensee chooses not to terminate the Agreement, Licensee shall be entitled to a financial compensation worth ten percent (10%) of the month s Service Fee for each percentage point the General Service Availability falls below ninety percent (90%). The compensation can never exceed the Service Fee for the given month, and the compensation shall be refunded Licensee as a discount on the Service Fee for the following term. Scheduled Downtime - Scheduled Downtime can be performed outside Normal Operational Hours, with not more than six (6) hours scheduled per month, and with no less than three (3) working days notice supplied in writing to Licensee. Error handling Support Information Errors - Shall be reported to Supplier via the build-in reporting tool in the call-center application. Support Information Errors can be reported 24 hours a day, and Supplier will begin correction of errors no later that one (1) business day after receiving error report. An error correction confirmation will be sent to reporter via when error has been corrected. Isolated System Errors Shall be reported to Supplier via phone (within Normal Operational Hours) or (24 hours a day). Supplier will only acknowledge reports of Isolated System Errors from predetermined support function(s) within Licensee s organisation. Troubleshooting will begin immediately within Normal Operational Hours, and Supplier will keep Licensee continuously updated on progress and estimated rectification time. General System Failure Shall be reported to Supplier via phone (24 hours a day). Supplier will only acknowledge reports of General System Failure from predetermined support function(s) within Licensee s organisation. Troubleshooting will begin immediately, and Supplier will keep Licensee continuously updated on progress and estimated rectification time. Side 6 af 8

7 Monthly service report A service report will be made available to Licensee within five (5) working days of the end of a calendar month. For all reported errors, the service report will contain (i) the original error report, (ii) Supplier s evaluation of error, (iii) action taken to rectify problem, (iv) time of rectifications, and (v) action taken to avoid similar problem in future operation. Compatability Supplier guarantees that the Service will run without errors on these platforms; (i) Internet Explorer 4.0 and better on Windows, (ii) Internet Explorer 5.0 and better on MacOS, (iii) Netscape 4.08 and better on Windows and MacOS. System upgrade Technical upgrades to user applications and/or other elements of the Service (not including support information) shall be performed according to the following procedure; (i) Supplier notifies Licensee that a patch or a new version is ready for test, (ii) Licensee set up and perform integration test at earliest possible convenience, (iii) Supplier corrects any errors reported by Licensee, (iv) Licensee approves patch or new version for launch, (v) Supplier launches patch or new version during Scheduled Downtime, and (vi) Licensee informs Supplier within 24 hours if roll-back to previous version is required. Side 7 af 8

8 Bilag 2: Kontaktliste XXX: Navn kontakttelefonnummer: Mobil: Mobil Wholesale: Kontakttelefonnummer: Fax: Account Management: Account Manager : Telefon: Fax: Side 8 af 8