Consulting and Support Services Terms and Conditions Effective December 01, 2018
You (“Client”) agree to the following Logica Infotech Services Pvt. Ltd Consulting and Support Services Terms and Conditions:
1. Definitions and Interpretation
1.1. Defined terms in this Agreement:
Agreement means these Consulting and Support Services Terms and Conditions and any Statement of Works executed as a part of and in connection with the Services specified herein.
Business Day means a day on which banks are open for business in India (as applicable depending on your contracting party), other than a Saturday, Sunday or public holiday.
Business Hours means the hours of 9:30am until 7:30pm on Business Days.
Confidential Information means any information relating to the business or financial affairs of a party or any trade secret, technical knowledge, concepts, ideas, designs, programs, processes, procedures, innovations, databases, customer lists or information, sales plans or marketing plans, research, software, records, intellectual property or other information concerning a party.
The Copyright Act 1957 (as amended by the Copyright Amendment Act 2012) governs the subject of copyright law in India.
Deliverable means any software, equipment, material, solution, report or document agreed to be delivered by Logica Infotech Services Pvt. Ltd to the Client in the performance of a Statement of Work, and specifically referred to as a Deliverable in the applicable Statement of Work.
Enterprise Support Services Packages means any of the support services packages as more specifically outlined in Section 5 offered by Logica Infotech Services Pvt. Ltd that Client may elect to purchase pursuant to a Statement of Work, that provide Client certain incident management and problem management support services.
Fees means the fees payable by the Client for the Services, as specified in the applicable Statement of Work.
Insolvent means being an insolvent under administration, or insolvent (The Copyright Act 1957 (as amended by the Copyright Amendment Act 2012) governs the subject of copyright law in India.) or having a controller (The Copyright Act 1957 (as amended by the Copyright Amendment Act 2012) governs the subject of copyright law in India.) appointed, or being in receivership, in receivership and management, in liquidation, in provisional liquidation, under administration, wound up, subject to any arrangement, assignment or composition, protected from creditors under any statute, dissolved (other than to carry out a reconstruction while solvent) or being otherwise unable to pay debts when they fall due, or having something with the same or a similar effect happen under the laws of any jurisdiction.
Incident Tracking System incorporates the Information Technology Infrastructure Library (ITIL) terminology for incident and problem management. These are defined as follows:
Incident means any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
Known Error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a work-around.
Problem means a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.
Intellectual Property means all patents, drawings, discoveries, inventions, improvements, trade secrets, technical data, formulae, computer programs, know-how, logos, designs, circuit layouts, trade marks, domain names, business names, copyright and similar industrial or intellectual property, whether or not now existing, and whether or not registered or unregistered.
Intellectual Property Rights means all intellectual property rights including all rights in the Intellectual Property, moral rights (as recognized under any applicable law), any right to have Confidential Information kept confidential, and any application or right to apply for registration of any of these rights.
Services means the services set forth in a Statement of Work.
Service Levels means the service levels for the Support Services as outlined in the Statement of Work and as part of the Enterprise Support Service Package that is purchased by Client.
Specifications means the Client’s specifications and requirements for the Services, as set forth in a Statement of Work.
Statement of Work or SOW means a document agreed by the parties in accordance with Section 2.1.
Support means activities that are provided by Logica Infotech Services Pvt. Ltd relating to the Services or Products being provided pursuant to a Statement of Work. Typical examples of support include calls logged directly to the Logica Infotech Services Pvt. Ltd Support Centre, incident diagnosis, server restarts, (scheduled or unscheduled) and escalation of support requests. This explanation cannot be interpreted as definitive and Logica Infotech Services Pvt. Ltd reserves the right to determine the category of any work carried out under this Agreement. Activities of a consulting nature such as new feature development, design etc. are excluded from the definition of support.
Support Services means the Incident resolution and Problem management services described in a Statement of Work.
Tax means any sales tax, use tax, goods and services tax, value-added tax or other similar tax under any applicable law, but excludes any tax on income or capital gains.
Headings are for convenience only and do not affect interpretation. The singular includes the plural and conversely.
2.1. Statements of Work
Logica Infotech Services Pvt. Ltd and the Client will work together to develop and agree upon one or more Statement of Works in relation to Services provided under this Agreement. The Statement of Work provides an estimate of the time needed to complete the Deliverables.
2.2. Service Delivery
Logica Infotech Services Pvt. Ltd shall:
(a) perform the Services in accordance with the applicable Statement of Work;
(b) perform the Services with due care, skill and judgment, in a proper workmanlike manner, and in accordance with the Specifications;
(c) ensure that only suitably qualified and experienced personnel work on the provision of the Services;
(d) use reasonable commercial efforts to perform the Services in accordance with the timeframes set out in the relevant Statement of Work but will not be responsible for delays caused by the Client or for reasons beyond Logica Infotech Services Pvt. Ltd’s control;
(e) use reasonable efforts to perform the Support Services in accordance with the Service Levels but will not be responsible for delays caused by the Client for reason beyond Logica Infotech Services Pvt. Ltd’s control; and
(f) in performing the Services, comply with all applicable laws and regulations.
3. Changes to Statements of Work
Either party may request a change to a Statement of Work. No such change is binding upon the parties unless:
(a) Logica Infotech Services Pvt. Ltd’s proposal for implementing the change;
(b) the amount of additional fees, if any, payable by the Client to Logica Infotech Services Pvt. Ltd as a result of the change; and
(c) the impact, if any, on the timeframes and/or the Service Levels for Support Services, if any, set out in the relevant Statement of Work, as a result of the change, are agreed upon in writing signed by the parties.
Logica Infotech Services Pvt. Ltd will invoice the Client for the Fees monthly in arrears, unless otherwise stated in any Statement of Work.
The Client must pay the Fees within 30 Business Days of the date of the relevant invoice.
(a) Unless expressly included, the consideration for any supply under, or in connection with, this Agreement does not include Tax.
(b) Subject to the foregoing, each party must comply with its respective obligations under any applicable law in relation to Tax.
4.4 Hourly Rates
Unless otherwise specified on a Statement of Work, hourly rates that are outside of Business Hours shall be charged at one and half times the hourly rate specified on the Statement of Work.
4.5 Price Adjustment
Logica Infotech Services Pvt. Ltd reserves the right to increase Client’s fees on each annual anniversary of the execution of this Agreement, subject to no less than 30 days prior written notification to Client.
4.6 Subscription Fees
In the event of a cancellation of a subscription service by Customer during the subscription period, Customer agrees that no refund shall be due and payable.
5. Enterprise Support Services
5.1. Description of the Enterprise Support Services Packages
Subject to the annual upfront payment of the applicable subscription fees as outlined on a Statement of Work, Client may elect to purchase from Logica Infotech Services Pvt. Ltd, any of those certain Enterprise Support Services Packages offered by Logica Infotech Services Pvt. Ltd may update the levels of Support Services (including the Service Levels) offered in such Enterprise Support Services Packages from time to time and may change the annual subscription amounts upon reasonable notice to Client. The Support Services offered in the Enterprise Support Services Packages are classified as “Services” under this Agreement, and will be more specifically outlined in a Statement of Work.
5.2. Response Times
All requests for Support Services received by Logica Infotech Services Pvt. Ltd’s support centre in accordance with this Agreement will receive a response from Logica Infotech Services Pvt. Ltd in accordance with the level of support purchased as detailed in the Statement of Work. This request will be logged by Logica Infotech Services Pvt. Ltd in the Incident Tracking System, and the details of the report (including tracking number) will be communicated to Client contact who made the request.
Once a request has been logged in the Incident Tracking System, Logica Infotech Services Pvt. Ltd will commence work to try and repair the issue in accordance with the timeframes defined in the Statement of Work. To avoid doubt, Logica Infotech Services Pvt. Ltd does not guarantee (under this Agreement or otherwise) to be able to resolve any issue.
5.4. Assumptions and Dependencies
Logica Infotech Services Pvt. Ltd is only responsible for Service Levels with regard to Supported Applications that Logica Infotech Services Pvt. Ltd has agreed to support as set forth in a Statement of Work. Levels of Support provided by Logica Infotech Services Pvt. Ltd are subject to the following dependencies:
(a) Availability of, and accessibility to, the Client’s network and server infrastructure;
(b) Time waiting for responses from third parties will not be counted towards the response times included in the Service Levels;
(c) Time waiting for user acceptance sign-off or time delays due to incorrect logging of incidents is not included in determining whether Service Levels have been met; and/or
(d) The quality of the Support Services depends on the accuracy of up to date information provided by the Client to Logica Infotech Services Pvt. Ltd.
5.5. Client Responsibilities
(a) Provision of Support Services by Logica Infotech Services Pvt. Ltd is dependent on the Client meeting its responsibilities as set out below:
(b) The Client will organize required account privileges for all systems that Logica Infotech Services Pvt. Ltd is required to support as part of the Support Services; and
(c) The Client will provide Logica Infotech Services Pvt. Ltd with access to all required resources, including (but not limited to) network and servers. The level of access is at the discretion of Client and may affect the level of Support that Logica Infotech Services Pvt. Ltd can provide.
5.6. Hours of Operation
Logica Infotech Services Pvt. Ltd’s support centre will provide Support Services for issues raised with it by email or telephone depending on the level of support purchased under an Enterprise Support Services Package and as outlined on a Statement of Work.
Each party acknowledges that in the course of their association with each other they will have access to Confidential Information.
Each party will, and will procure that their respective employees and contractors:
(a) treat all Confidential Information as confidential, not use such confidential information except as permitted hereunder, and not make public or disclose to any other person that Confidential Information without the prior written consent of the disclosing party;
(b) prevent third parties from gaining access to Confidential Information;
(c) immediately return all of the disclosing party’s Confidential Information (including all copies) upon written request of the disclosing party.
This Agreement imposes no obligation on the receiving party with respect to Confidential Information which:
(a) was in the receiving party’s possession before receipt from the disclosing party;
(b) is or becomes a matter of public knowledge through no fault of such receiving party;
(c) is rightfully received by such receiving party from a third party without a duty of confidentiality;
(d) is independently developed by the receiving party;
(e) is required by law to be disclosed by the receiving party in response to a valid order of a court of competent jurisdiction or authorized government agency, provided that the receiving party cooperates with the disclosing party’s efforts to seek a protective order or other appropriate remedy; or
(f) is disclosed by receiving party with the disclosing party’s prior written approval.
6.4. Equitable Relief
Each party acknowledges that money damages may not be sufficient compensation for a breach of this Section 6, and each party agrees that the other may seek and obtain equitable relief, in the form of specific performance, or temporary, preliminary or permanent injunctive relief, or any other equitable remedy to stop Confidential Information from becoming public in breach of this Section 6.
Each party’s obligations under this Section 6 shall survive the termination of this Agreement for any reason whatsoever.
7. Software Licenses and Training Credit Purchases and Collection of Information for Specific Purposes
7.1. Client software licenses
The Client will be responsible for obtaining all software licenses for use of software on equipment owned by the Client. This Agreement is not an agreement by Logica Infotech Services Pvt. Ltd to license any commercially available Logica Infotech Services Pvt. Ltd or third party software.
7.2. Application specific software licenses
Where the Client requires Logica Infotech Services Pvt. Ltd to use an application specific software license for the purposes of the Services, the Client will be responsible for obtaining such license and ensuring that it can be validly used by Logica Infotech Services Pvt. Ltd for the purposes of performing the Services. Unless otherwise agreed, all such licenses will be held by the Client.
7.3. Training Credits
In the event Client purchases any Training Credits, the following conditions will apply:
(a) The person purchasing the Training Credits must nominate an authorized person who may distribute the Training Credits to their organization’s employees. This authorized person could be the initial purchaser or another person in the organization. Such authorized person may only distribute Training Credits internally to their company employees, and only such authorized person will have access to see the balance of Training Credits held in their account.
(b) A minimum of amount is required for any Training Credit purchase, and there must be sufficient training credits to enable a course to be purchased.
7.4 Collection of Information
Logica Infotech Services Pvt. Ltd does in some cases capture and aggregate system health, performance and utilization data from the systems its add-ons are installed on. However, Logica Infotech Services Pvt. Ltd does not read or capture Application Content that the Client creates while using the plug-in or application.
The aggregated data is used to (a) better understand the usage of the add-ons; (b) identify usage patterns; and (c) enhance the ability to provide technical support and greater value to Clients. On occasion, the collected system, performance and utilization data will be used for the purposes of developing and refining sales and marketing programs.
For purposes hereof, “System” means the operating system, plug-in and the application to which it integrates. The term “Application Content” means content directly inputted into the system by the Client.
8. Intellectual Property
8.1. Pre-Existing and General Intellectual Property
The Intellectual Property Rights owned by each party before Logica Infotech Services Pvt. Ltd commences providing the Services shall remain the property of that party. Any ideas, concepts, techniques or other intellectual property developed by Logica Infotech Services Pvt. Ltd in the course of producing a Deliverable remain the property of Logica Infotech Services Pvt. Ltd.
8.2. Client Intellectual Property
Unless otherwise agreed in a Statement of Work, and subject to Section 8.1, ownership of all Intellectual Property Rights in a Deliverable will vest in the Client upon receipt of the final payment by Logica Infotech Services Pvt. Ltd for the deliverables as detailed in the SOW.
8.3. Third Parties
Third party Intellectual Property Rights will remain the property of such third party.
To the extent permitted by applicable law, each party is prohibited, during the term of the Agreement and for a period of 12 months after the expiration or termination of this Agreement, from soliciting or endeavoring to entice away from the other party any employee of the other party or any contractor engaged by that other party at any time without the prior written consent of the other party.
10. Disclaimer of Warranties and Limitation of Liability
10.1. Disclaimer of Warranties
THE SERVICES AND DELIVERABLES ARE PROVIDED “AS IS” AND WITH ALL FAULTS. IN PARTICULAR, Logica Infotech Services Pvt. Ltd DOES NOT REPRESENT OR WARRANT THAT THE SERVICES OR DELIVERABLES WILL MEET CLIENT’S REQUIREMENTS OR WILL BE UNINTERRUPTED, TIMELY, SECURE OR ERROR-FREE. TO THE MAXIMUM EXTENT PERMITTED BY LAW, Logica Infotech Services Pvt. Ltd DISCLAIMS ANY AND ALL WARRANTIES OR CONDITIONS OF ANY KIND, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OR CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IF AND TO THE EXTENT ANY WARRANTIES OR CONDITIONS CANNOT BE EXCLUDED, RESTRICTED OR MODIFIED, Logica Infotech Services Pvt. Ltd’S SOLE AND EXCLUSIVE LIABILITY AND CLIENT’S SOLE AND EXCLUSIVE REMEDY IN RESPECT OF ANY CLAIM UNDER SUCH WARRANTY OR CONDITION SHALL BE, AT THE OPTION OF Logica Infotech Services Pvt. Ltd, SUPPLYING THE SERVICES AGAIN OR REFUNDING TO CLIENT ALL AMOUNTS PAID BY THE CLIENT FOR THE AFFECTED SERVICE OR DELIVERABLE.
10.2. Limited Liability
The Copyright Act 1957 (as amended by the Copyright Amendment Act 2012) governs the subject of copyright law in India., may imply warranties or conditions or impose obligations upon Logica Infotech Services Pvt. Ltd, which cannot be excluded, restricted or modified or cannot be excluded, restricted or modified except to a limited extent. This Agreement must be read subject to these statutory provisions. If these statutory provisions apply, to the extent to which Logica Infotech Services Pvt. Ltd is entitled to do so, Logica Infotech Services Pvt. Ltd limits its liability in respect of any claim under those provisions to, at the option of Logica Infotech Services Pvt. Ltd to supplying the services again; or paying the cost of having the services supplied again.
10.3. Consequential Loss
TO THE MAXIMUM EXTENT PERMITTED BY LAW, UNDER NO CIRCUMSTANCES WILL Logica Infotech Services Pvt. Ltd BE LIABLE TO THE CLIENT ON ACCOUNT OF ANY CLAIM (WHETHER BASED IN CONTRACT, NEGLIGENCE OR OTHER TORT, BREACH OF ANY STATUTORY DUTY OR OTHERWISE) FOR ANY SPECIAL, CONSEQUENTIAL, INDIRECT, INCIDENTAL OR EXEMPLARY DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, INTEREST, GOODWILL, LOSS OR CORRUPTION OF DATA OR FOR ANY LOSS OF OR INTERRUPTION TO THE CLIENT’S BUSINESS, OR FOR ANY DAMAGES OR SUMS PAID BY THE CLIENT TO THIRD PARTIES, EVEN IF Logica Infotech Services Pvt. Ltd HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN THE EVENT OF ANY BREACH BY Logica Infotech Services Pvt. Ltd OF THIS AGREEMENT THAT RESULTS IN DIRECT DAMAGES Logica Infotech Services Pvt. Ltd’S LIABILITY FOR SUCH DAMAGES SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY CLIENT TO Logica Infotech Services Pvt. Ltd HEREUNDER.
11.1. Third Party IP Infringement Claim
Logica Infotech Services Pvt. Ltd shall indemnify Client against any third party claim that Logica Infotech Services Pvt. Ltd’s provision of the Services or any Deliverable infringes upon or violates any Intellectual Property Rights of third parties, and shall pay those costs and damages awarded by a court of law in a final non-appealable order against Client that are specifically attributable to such claim. The foregoing obligations are conditioned on Client notifying Logica Infotech Services Pvt. Ltd promptly in writing of such claim.
11.2. Limitation on Logica Infotech Services Pvt. Ltd Indemnification
Notwithstanding the foregoing, Logica Infotech Services Pvt. Ltd shall have no obligation under this Section 11 or otherwise with respect to any infringement claim based upon (i) any use of the Deliverables not in accordance with this Agreement, (ii) any use of the Deliverables in combination with other products, equipment, software, or data not supplied by Logica Infotech Services Pvt. Ltd, (iii) Client’s continued use of any non-current, unaltered version of the Deliverables following notification by Logica Infotech Services Pvt. Ltd of the requirement that Client must use a more recent version of the Deliverables, or (iv) any modification of the Deliverables by any person other than Logica Infotech Services Pvt. Ltd.
11.3. Logica Infotech Services Pvt. Ltd’s Rights to Procure, Replace or Refund
In addition to and not in lieu of Logica Infotech Services Pvt. Ltd’s obligations above, if any third party claim is made against Client, and/or Logica Infotech Services Pvt. Ltd reasonably believes, that Client’s use of the Deliverables violates the Intellectual Property Rights of any third party, Logica Infotech Services Pvt. Ltd may, at its option and expense: (a) procure for Client the right to continue using the Deliverables as provided herein or (b) replace or modify the Deliverables so that they become non-infringing, or (c) refund to Client all fees paid by Client to Logica Infotech Services Pvt. Ltd hereunder for such Deliverables. This Section 11 sets forth Logica Infotech Services Pvt. Ltd’s entire liability and Client’s exclusive remedies in the event of a claim of infringement.
Either party may terminate this Agreement immediately by written notice to the other party if the other party breaches any provision of this Agreement, and the breach has not been remedied within 20 Business Days after service of written notice of the breach.
12.2. Failure to Pay, Insolvency and Cessation of Business
Either party may terminate this Agreement immediately by written notice to the other party if that other party:
(a) fails to make a payment within the time period specified under this Agreement;
(b) becomes, threatens or resolves to become Insolvent; or
(c) ceases or threatens to cease conducting business in the normal manner.
Either party may terminate this Agreement by providing 30 days’ advance written notice to the other party and in the case of Client, paying in full all amounts due and owing hereunder, without liability to pay any termination fee, except if a Statement of Work has not been completed.
13. Consequence of Termination
13.1. Payments on Termination
Upon termination of this Agreement, the Client shall pay to Logica Infotech Services Pvt. Ltd any outstanding amounts (either billed or accrued) which are payable to Logica Infotech Services Pvt. Ltd as of the date of termination.
13.2. Return of Information on Termination
Upon termination of this Agreement, each party must return, or destroy, at the other party’s option, all documentation and information relating to the other party’s business (in whatever form it is held including but not limited to written, graphic or electromagnetic form, and all copies) in that party’s possession or control. Such information includes, without limitation, any Confidential Information and any records relating to a party’s Intellectual Property.
13.3. Effect of Termination
Termination of this Agreement will not prejudice any rights or any claim that either party may have accrued against the other party up to the date of termination including, without limitation, any claim for damages as a result of the occurrence of an event which gives rise to a right of termination.
Notices given under this Agreement:
(a) must be in writing addressed to the intended recipient at the address last notified by the intended recipient to the sender;
(b) must be signed by a person duly authorized by the sender; and
(c) will be taken to be served when delivered, received or left at the intended recipient’s address, but if delivery or receipt occurs on a day on which business is not generally carried on in the place to which the notice is sent, or later than 5pm on that date at that place, it will be taken to have been served at the commencement of business on the next day on which business is generally carried on in that place.
14.2. Entire Agreement
This Agreement embodies the entire agreement between the parties with respect to its subject matter and supersedes any prior negotiation, arrangement, understanding or agreement with respect to the subject matter or any term of this Agreement.
14.3. Nature of engagement
Logica Infotech Services Pvt. Ltd is engaged by the Client as an independent contractor. Nothing in this Agreement creates a relationship between the parties of employer and employee, principal and agent, partnership or joint venture.
All additions or modifications to this Agreement must be made in writing and must be signed by both parties.
Neither party may assign or otherwise transfer its rights under this Agreement without the prior written consent of the other party, except that Logica Infotech Services Pvt. Ltd may assign this Agreement to any affiliate or other entity in connection with a reorganization, merger, consolidation, acquisition or other re-structuring involving all or substantially all of the voting securities or assets of Logica Infotech Services Pvt. Ltd.
The terms of a Statement of Work will take precedence over this Agreement to the extent of any inconsistency in relation to that Statement of Work. Any pre-printed or other standard terms set forth on any Client purchase order, acknowledgment or other form will be deemed void and of no force or effect, irrespective of whether such form is countersigned by Logica Infotech Services Pvt. Ltd. In the event of a conflict between this Agreement and any Logica Infotech Services Pvt. Ltd or third party licenses included within any software or Deliverables, the provisions of those licenses will control.
Any provision of this Agreement which is prohibited or unenforceable in any jurisdiction will be ineffective in that jurisdiction to the extent of the prohibition or unenforceability, but will not invalidate the remaining provisions of this Agreement nor affect the validity or enforceability of that provision in any other jurisdiction.