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GENERAL TERMS AND CONDITIONS<\/span> <\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n \u00a0<\/span><\/p>\n \u00a0.<\/span>1. Subject matter \u00a0<\/strong><\/p>\n These General Terms and Conditions (GTC) govern the general aspects relating to the provision of services and products between DOS Group and the Customer to enable the latter to access DOS services under the terms and conditions agreed in this contract. These GTC form an integral part of the contract.<\/p>\n <\/strong><\/p>\n 2.Term of the contract <\/strong><\/p>\n \u00a0<\/strong><\/p>\n The contract has a minimum duration of 12 months and is tacitly renewed unless written notice of termination is given by one of the Parties within 60 days of the annual expiry date.<\/span><\/p>\n N.B.: once activated, certain types of services\/annual licenses (e.g., Office365, Sophos Intercept X, etc.) cannot be deactivated from the supplier’s portal until one year has elapsed from the date of activation. For this reason, the customer must pay the full annual amount even if deactivation occurs during the relevant year.<\/em><\/span><\/p>\n <\/em><\/span><\/p>\n The contract has a duration and validity of 12 months. There is no time limit for using up all the hours purchased. The contract comes into force upon signature by DOS Group and the Customer and becomes valid upon payment. If, after 12 months, the customer still has hours available, these can be carried over to a new multi-hour package.<\/span><\/p>\n If the balance is negative, the Customer will have the option of making a new full payment or covering the negative balance by paying the corresponding amount. In the latter case, the contract will expire and the services will be invoiced at standard rates.<\/span><\/p>\n <\/span><\/p>\n <\/strong><\/p>\n 3. Service rates<\/strong><\/p>\n The rates for technical support are those stated in the contract duly signed by the customer. The costs relating to the Hosting service or virtual machines are to be understood as an annual fee paid in advance (General Contractual Conditions for Web Hosting services).<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n DOS Group reserves the right to interrupt the SPLA service if invoices are not paid on time.<\/span><\/p>\n Should the supplier’s reference prices change, DOS Group reserves the right to modify subscription prices at any time without prior notice.<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n <\/strong><\/span><\/p>\n <\/strong>The request for intervention must be made by the Customer by email (helpdesk@dos-group.com) or telephone (+41 91 640 99 60). The customer must provide as much detail as possible about the type of problem encountered and the situation in which it occurred. In the case of Help Desk contracts with a dedicated number, the Customer must access the service only using the number provided. Calls received at the switchboard or at numbers other than those specified in the contract are not considered valid for the purposes of service level assessment (SLA).<\/span><\/span><\/p>\n <\/strong><\/p>\n 4.2. Hours of operation and rates \u00a0<\/strong><\/p>\n The hours of operation for all services covered by this contract and its annexes are as follows: Monday to Friday from 8:00 a.m. to 12:00 p.m. and from 1:30 p.m. to 6:00 p.m., excluding Saturdays, Sundays, and midweek holidays established by cantonal and federal legislation (standard working hours).<\/span><\/p>\n For each service call, a minimum fee of CHF 50 + VAT is charged for the first 15 minutes of service. For longer service calls, the hourly rate established in the contract is charged. In the absence of a contract, the standard hourly rate is charged:\u00a0\u00a0<\/span><\/p>\n For interventions outside and in addition to the aforementioned standard working hours or days, DOS Group offers an on-call service that must be agreed upon by both parties. This service is intended to provide the support listed in the supplements below:<\/span><\/p>\n If a contract for on-call service has not been signed in advance, DOS Group cannot guarantee the availability of intervention. Therefore, without such a specific agreement, there is no assurance that DOS Group will be able to respond promptly to any requests for assistance.<\/span><\/p>\n If an hourly package has been signed, the surcharge will be deducted from the contract.<\/span><\/p>\n DOS Group reserves the right to change rates at any time without notice.\u00a0<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n For one-off interventions, a rate equal to 80% of the hourly cost will be applied. In the case of multi-hour contracts, the cost of travel will be charged based on the actual minutes of travel. For specific projects, the cost of travel will be indicated in the contract or commercial offer, respectively.<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n Upon signing the contract, the Customer shall provide DOS with the names of the persons authorized to contact DOS to request the services referred to in this contract.<\/span><\/p>\n Exceptions are possible with the prior authorization of one of the aforementioned authorized persons. DOS shall communicate to the Customer, at the time of signing the contract, the contact details (telephone, fax, e-mail, on-call service) for the activation of the services referred to in this contract.<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n Any service covered by this contract will be performed by DOS at its sole discretion according to one or more of the methods listed below:<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n Each service requested by the customer is the subject of a report or documentation by the DOS Group technician who dealt with it, which includes the service requested, the service performed, all actions taken by DOS Group personnel, and the total time (including travel) that the technician spent on the intervention and restoration of operations.<\/span><\/p>\n If the intervention is carried out remotely, the report will be sent by email. If the customer disputes the report, they must indicate their reasons for disagreement with the report in writing within 5 working days of the report being sent; in the absence of further communication, the content of the report will be deemed to have been accepted by the customer even if it has not been signed.<\/span><\/p>\n If the service is provided on site (at the customer’s premises), once the work has been completed and the technician has returned to the DOS Group headquarters, the same procedure as for remote services will be followed. If the work is related to a sales order (OV document) that includes installation work, the technician will present the customer with a copy of the sales order, which will be duly completed with the date and a legible signature. NB: The sales order must always specify whether the hours and travel expenses will be charged on a time and materials basis or at a flat rate.<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n <\/strong><\/span><\/p>\n 5. Shipping and returns<\/strong><\/span><\/p>\n <\/strong><\/span><\/p>\n Shipping is only available within Switzerland.<\/span><\/p>\n Delivery is by post, train, truck, or private courier. Special services such as express delivery and delivery to a specific floor are excluded and must be evaluated upon request.\u00a0\u00a0 Information regarding availability and delivery times is not binding.<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n Goods may be returned upon request and subject to approval by DOS Group. Fees may apply for handling the return shipment and for administrative costs. Goods must be complete, packed in their original packaging, undamaged, and without writing or labels.<\/span><\/p>\n <\/span><\/p>\n <\/strong><\/span><\/p>\n 6.Payment deadlines and delays<\/strong><\/span><\/p>\n <\/strong><\/span><\/p>\n All invoices issued by DOS Group SA are due 30 days from the date indicated on the invoice. After this period, DOS Group SA has the right to charge interest on arrears at a rate of 5% per annum.<\/span><\/p>\n <\/span><\/p>\n <\/span><\/p>\n In the event of late payment, DOS Group SA reserves the right to charge the Customer administrative costs (postage, requests for information and clarification for non-payment) of CHF 50 for the second reminder and CHF 150 for the third reminder. If, even after the third reminder, the invoice is not paid by the Customer, DOS Group SA reserves the right to block any provision of services (hosting, virtual servers, software services, SPLA, and technical interventions) to the Customer.<\/span><\/p>\n <\/span><\/p>\n <\/strong><\/span><\/p>\n <\/strong><\/span><\/p>\n 7.Liability<\/strong><\/span><\/p>\n <\/strong><\/span><\/p>\n Limitations of Liability and Assumption of Business Risks<\/strong><\/span><\/p>\n
<\/span><\/p>\n2.1. Subscription services<\/strong><\/span><\/h2>\n
2.2. Multi-hour contract<\/strong><\/span><\/h2>\n
3.1. SPLA, Office 365, antivirus, and annual licenses\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/strong><\/span><\/h2>\n
4. Request, methods, and rates of intervention<\/strong><\/span><\/h2>\n
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4.1. How to request assistance<\/span><\/span> <\/strong><\/span><\/h2>\n
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4.3. Travel<\/strong><\/span><\/h2>\n
4.4. Contact persons<\/strong><\/span><\/h2>\n
4.5. Methods of intervention<\/strong><\/span><\/h2>\n
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4.6. Intervention report<\/strong><\/span><\/h2>\n
5.1. Shipping<\/strong><\/span><\/h2>\n
5.2. Right of return (returns)<\/strong><\/span><\/h2>\n
6.1. Invoice due dates<\/strong><\/span><\/h2>\n
6.2. Late payment<\/strong><\/span><\/h2>\n
7.1. In general<\/strong><\/span><\/h2>\n