General terms and conditions

1. scope & validity

These General Terms and Conditions of ilogs healthcare GmbH - hereinafter referred to as "ILOGS" - for corporate customers (B2B) - hereinafter referred to as GTCs - shall always apply, unless corresponding provisions are made in agreements with the contractual partner - hereinafter referred to as "Customer".

The order of validity is:
1. individual agreements in contracts with customers
2. General Terms and Conditions of ILOGS
3. Possible legal regulations

All orders and agreements are only legally binding if they are confirmed by ILOGS in writing and signed by the company. Terms and conditions of purchase of the customer are hereby excluded for the present legal transaction and the entire business relationship. Offers are always subject to change.

2. object

These GTCs govern the transfer and use as well as the operation and maintenance of ILOGS Licensed Material.

Licensed Material within the meaning of these GTCs includes standard and individual software in machine-readable form including associated documentation.

ILOGS grants the Customer a non-transferable and non-excludable right to use the Licensed Material on defined machines and defined locations and to provide services in connection therewith, subject to the terms and conditions set forth below.

A contract between ILOGS and the client is concluded upon the signing of a purchase, rental or maintenance contract or a written order by the client.

3. performance & testing

3.1 Standard software
In the case of standard programs, the customer confirms knowledge of the scope of services of the ordered programs by signing the purchase contract.

3.2 Individual software
Individual software is created according to the type and scope of the information and documents provided in full by the customer. The basis for the creation is a written service description. This service description is to be checked by the customer for correctness and completeness and to be marked with his approval. Change requests occurring later can lead to separate date and price agreements.

3.3 ASP or SaaS

ILOGS also offers the operation of the system in a modern data center for its licensed material. This takes the form of "Application Service Providing" or as a classic cloud solution ("Software-as-a-Service").

Compliance with the agreed payment dates is an essential condition for the fulfillment of the contract by ILOGS. In the event of late payment, the client is liable to pay interest on arrears from the 2nd reminder onwards.

3.4 Acceptance
The Customer shall perform an acceptance test no later than four weeks after delivery of the individual software or operation (in the form of SaaS or ASP). This shall be confirmed by the customer in a protocol.

If the customer allows the period of four weeks to elapse without acceptance, the service shall be deemed to have been accepted on the end date of the said period.

Any defects that occur, i.e. deviations from the approved service description, must be reported to ILOGS in writing and adequately documented by the Client. If there are significant defects reported in writing, i.e. real operation cannot be started or continued, a new acceptance is required after the defects have been remedied. The Client is not entitled to refuse acceptance due to minor defects.

4.service levels

Für die Meldung von Störungen steht ein web-basiertes Trouble Ticket System und für Fehler der Kategorie 1 eine Hotline zur Verfügung.

4.1. Fehlerklassen

Blocker/Kritisch (= Klasse/Kategorie 1)
Die zweckmäßige Nutzung eines oder mehrerer Softwaremodule oder des IT-Gesamtsystems ist nicht möglich oder unzumutbar eingeschränkt. Der Fehler hat schwerwiegenden Einfluss auf die Geschäftsabwicklung oder Sicherheit. Das sind vor allem Fehler, die eine weitere Verarbeitung ausschließen.

Funktionsbezogene Beispiele: Systemstillstand ohne Wiederanlauf, Datenverlust/Datenzerstörung, falsche Ergebnisse bei zeitkritischer Massenverarbeitung von Daten.

Maßnahmen: Der Beginn der Fehleranalyse ist in Kapitel 4.3 beschrieben. Diese Fehler werden zumeist mit Hotfixes, Patches oder Konfigurationsänderungen behoben. Eine telefonische Kontaktaufnahme mit ILOGS ist in diesem Fall zwingend erforderlich!


Schwer (= Klasse/Kategorie 2)
Die zweckmäßige Nutzung zumindest eines oder mehrerer Softwaremodule ist ernstlich eingeschränkt. Der Fehler hat wesentlichen Einfluss auf die Geschäftsabwicklung oder Sicherheit, lässt aber eine Weiterarbeit zu.

Funktionsbezogene Beispiele: Falsche oder inkonsistente Verarbeitung, spürbare Unterschreitung der vereinbarten Leistungsdaten des IT-Systems, Häufung von kurzfristigen Störungen des IT-Betriebs.

Maßnahmen: Der Beginn der Fehleranalyse ist in Kapitel 4.3 beschrieben. Diese Fehler werden zumeist mit Hotfixes, Patches oder Konfigurationsänderungen behoben.


Niedrig (= Klasse/Kategorie 3)
Die zweckmäßige Nutzung eines oder mehrerer Softwaremodule ist leicht eingeschränkt. Der Fehler hat unwesentlichen Einfluss auf die Geschäftsabwicklung oder Sicherheit, lässt jedoch eine weitere Verarbeitung uneingeschränkt zu.

Funktionsbezogene Beispiele:
Falsche Fehlermeldung/ein Programm geht in einen Wartezustand und kann nur durch Betätigen einer Taste wieder aktiviert werden.

Maßnahmen:
ILOGS beginnt in angemessener Zeit mit der Bearbeitung des Fehlers durch qualifiziertes Personal und sorgt, soweit möglich, für eine Korrektur der Fehlerursache – z. B. durch eine Konfigurationsänderung der Software, Behebung von Softwarefehlern im Rahmen der Release Politik.


Trivial (= Klasse/Kategorie 4)
Die zweckmäßige Nutzung eines oder mehrerer Softwaremodule ist ohne Einschränkung möglich. Der Fehler hat keinen oder nur geringfügigen Einfluss auf die Geschäftsabwicklung oder Sicherheit. Das sind vor allem Schönheitsfehler oder Fehler, die von Mitarbeitern des LN selbst umgangen werden können.

Funktionsbezogene Beispiele: Störende zusätzliche Ausgaben am Bildschirm, Dokumentationsfehler oder Schreibfehler.

Maßnahmen: ILOGS sorgt ohne besondere Priorität im Rahmen geplanter vorbeugender Wartung oder der Release Politik für die Fehlerbehebung.


4.2. Ausfallshäufigkeit und Verfügbarkeit
ILOGS garantiert eine 99-prozentige, durchschnittliche Verfügbarkeit der Software innerhalb der Wartungsbereitschaftszeiten. Diese sind an den österreichischen Werktagen von Montag bis Donnerstag, jeweils von 08:00 bis 16:00 Uhr. Freitags von 08:00 bis 13:00 Uhr. Außerhalb dieser Zeiten wird der Betrieb weiterhin angeboten, unterliegt jedoch keiner garantierten Verfügbarkeit.

Liegt der Fehler am zugrundeliegenden System (Hardware, Betriebssystem, SQL-Server, Netzwerk, etc.) zählt das nicht als Ausfall im Sinne der Verfügbarkeit.

Das System gilt als ausgefallen, wenn ein Fehler der Klasse 1 vorliegt und mehr als 25% der Anwender an ihren Arbeitsplätzen während der Betriebszeiten nicht arbeiten können.


4.3. Wartungsbereitschaft und Reaktionszeiten
Sofern nicht anders vereinbart, bietet ILOGS eine Wartungsbereitschaft (Supportbereitschaft) in den Wartungsbereitschaftszeiten. Vorbeugende Wartung und Änderungen des Systems werden entweder mit dem Kunden gesondert vereinbart oder finden von Montag bis Freitag zwischen 19 und 22 Uhr statt. In dieser Zeit kann es zu Beeinträchtigungen des Betriebes kommen.

Die Reaktionszeit ist der Zeitraum ab der Verständigung von ILOGS durch den Kunden bis zur schriftlichen (per Ticketsystem) oder telefonischen Kontaktaufnahme von ILOGS mit dem Kunden. Fällt der Zeitraum der Reaktionszeit über die Grenze der Wartungsbereitschaft läuft die Reaktionszeit mit Beginn der Wartungsbereitschaft am nächsten Tag weiter.

Die Reaktionszeiten betragen bei Fehler der Klasse 1 binnen zwei Stunden und bei Fehler der Klasse 2 binnen vier Stunden.


4.4. Fehlerbehebungszeit
Für Fehler der Klasse 1 und Klasse 2 wird binnen zwei Stunden ab bestätigter Fehlermeldung mit der Behebung des Fehlers begonnen.


4.5. Sicherheit
Das System ist mit allgemein üblichen Sicherheitsvorkehrungen gegen Hacker und Viren ausgestattet.

5.delivery date

The agreed delivery dates can only be met if the Client provides all necessary work and documents in full, in particular the approved service description according to item 3.2, by the dates indicated by ILOGS. ILOGS is not responsible for delays in delivery and cost increases resulting from incorrect, incomplete or subsequently changed information or documents provided and cannot be held responsible for any delay on the part of ILOGS. Any additional costs resulting therefrom shall be borne by the client.

6. prices & payments

All prices are in Euro without sales tax.

Invoices issued by ILOGS, including value added tax, are payable without any deductions and free of charges no later than two weeks after receipt of the invoice. In the case of orders comprising several units (e.g. programs and/or training, realization in partial steps), ILOGS is entitled to invoice after delivery of each individual unit or service.

Adherence to the agreed payment dates constitutes an essential condition for the fulfillment of the contract by ILOGS. In case of late payment, the client is obligated to pay interest on arrears in the amount of 10% p.a. as of the second reminder. ILOGS reserves the right to claim further damages for delay. In any case, the contracting partner has to reimburse all necessary and appropriate reminder and collection expenses.

Objections to invoiced claims must be raised by the customer in writing within two weeks of the invoice date, otherwise the claims shall be deemed accepted. Objections do not prevent the invoice amount from becoming due.

In addition, in the event of default in payment, ILOGS is entitled to suspend contractual services under contracts with written notice to the defaulting contracting partner until payment is made in full.

The charges stated are value-indexed on the basis of the Austrian Consumer Price Index CPI 2005.

7. copyright & use

All rights to the Licensed Material, including all copies of the machine-readable Licensed Material made by the Client, even if edited, translated, unaltered or combined with other programs, shall remain with ILOGS. The Client is obligated to affix ILOGS's copyright notice to all such copies. The client undertakes not to make licensed material - including copies of any kind, without time limit - available to third parties. Any disclosure that nevertheless occurs, including in the course of a liquidation of the business or bankruptcy, but also the short-term transfer for the production of reproductions, shall result in claims for damages, whereby full satisfaction shall be paid in such a case.

The client agrees that individual software ordered by him or parts thereof may be reused for general use by ILOGS. This allows the individual software to be created more cost-effectively.

8. right of withdrawal

In the event that an agreed delivery time is exceeded through the sole fault of ILOGS, the Client is entitled to withdraw from the software order in question by means of a registered letter if the agreed service is not provided in essential parts even within the reasonable grace period through no fault of the Client.

Force majeure, labor disputes, natural disasters and transport blockages shall release ILOGS from its delivery obligation or allow it to reschedule the delivery period.

Cancellations by the client are only possible with the written consent of ILOGS. If ILOGS agrees to a cancellation, it has the right to charge a cancellation fee of 10% of the purchase price or rent over two years, in addition to the services rendered and costs incurred.

9. warranty

It is pointed out that according to the state of the art it is not possible to exclude errors in software programs under all conditions of use. The subject of this warranty is that the license material used and not processed by the customer, as described in the product information or the offer, is basically usable and works essentially in accordance with the accompanying written material.

The warranty period of six months begins with delivery or acceptance. Notices of defects are only valid if they concern reproducible defects and if they are documented in writing within four weeks after delivery of the agreed service. In the case of justified notices of defects, the defects shall be remedied within a reasonable period of time, whereby the customer shall enable all measures necessary for the examination and remedying of defects.

Corrections and additions that prove necessary by the time the agreed service is handed over due to organizational and programming deficiencies for which ILOGS is responsible will be made by ILOGS free of charge.

Assistance, error diagnoses as well as error and fault elimination for which the customer is responsible as well as other corrections, changes and additions will be carried out by ILOGS against payment. This applies to the correction of defects if changes in the license material or the underlying infrastructure (e.g. operating system, database, etc.) have been made by the customer himself or by a third party.

ILOGS will provide the best possible support to the Customer in the elimination of such malfunctions. However, ILOGS does not guarantee the results achieved by the program support and that all malfunctions have been eliminated.

For the reasons stated in the first paragraph, no warranty can be given that the Licensed Material is free of errors. In particular, ILOGS does not guarantee that the program functions meet the requirements of the customer or cooperate in the selection made by the customer.

10. claims of the customer & liability

The liability of ILOGS for Licensed Material or operation is limited to the refund of the purchase price or, in the case of an operating model in the form of ASP or SaaS, a maximum of six months' fees. The warranty is void if the defect of the Licensed Material resulted from subsequent damage or misuse or abuse.

10..1 No Liability for Consequential Damages
To the maximum extent permitted by applicable law, any claims for damages against ILOGS (including without limitation, claims for loss of profits, interruption of business functions, loss of company information or other pecuniary loss) arising out of the use or inability to use the Licensed Material (software errors, malfunctions in the ASP, etc.) are excluded.

10.2 Legal Liability
ILOGS is liable for damages caused intentionally or by gross negligence, guarantees, malice, injury to life, body and health within the scope of the legal provisions.

11. non-solicitation

The contracting parties undertake to be loyal to each other. They shall refrain from any enticement and employment - also via third parties - of employees who worked on the realization of the orders of the other contracting party for the duration of the contract and twelve months after the termination of the contract. The contracting party violating it shall be obliged to pay damages in the amount of one gross annual salary of the employee.

12. data protection & confidentiality

The Client and ILOGS undertake to maintain confidentiality with respect to technical, commercial and personnel matters of the respective other contracting party and not to disclose information thereon to third parties. The client assures ILOGS that written concepts or offers addressed to him and their contents will be treated confidentially from the time of their first receipt. This excludes in particular any disclosure or passing on of concepts, offers or parts thereof to third parties. The confidentiality obligation shall also apply indefinitely for the time after termination of a contract or agreement.

13. contract period

The contract is concluded for an indefinite period of time and may be terminated by giving six months' notice to 31 December of each calendar year by registered letter.

However, both parties expressly waive termination prior to the expiry of 12 months from acceptance and complete delivery or rollout of the ordered quantity. The indispensable right of termination for good cause shall not be affected thereby. In particular, incapacity to act on the part of the other contracting party shall be deemed an important reason. If the Client wishes to terminate the contract prematurely for other reasons, the contract shall be deemed to be terminated upon acceptance of the declaration by the other party subject to the following condition:
In the event of premature termination of the contract for other reasons by the Client, ILOGS shall be entitled to at least half of those current fees that would still have been payable for the duration of the waiver of termination, irrespective of the occurrence and proof of any damage incurred by it or fault on the part of the terminating party.

14. clearing

14.1 Start of invoicing
For standard software, invoicing shall take place after delivery. For individual software and ASP/SaaS, billing begins on the day of acceptance.

14.2 Billing quantity
Unless otherwise agreed, the quantity on which the order is based shall be billed. By means of a written rollout plan, a gradual commissioning can be agreed and invoiced on a pro rata basis.

15. severability clause

Should individual provisions of these GTCs be or become invalid or inadmissible, this shall not affect the remaining content of this contract. The contracting parties shall cooperate in partnership to find a provision that comes as close as possible to the invalid provisions.

16. normal working hours

Normal working hours are eight hours per day. It begins at 8:00 a.m. and ends at 5:00 p.m., including a break.

17. name and address changes

The client must immediately notify ILOGS in writing of any changes to its company name or address. If no notification of change is made, documents are deemed to have been received by the customer if they were sent to the address last notified by the customer.

18 Jurisdiction & Final Provisions

The place of jurisdiction for both parties for all disputes arising directly or indirectly from this contract is the headquarters of ILOGS.

Unless otherwise agreed, the statutory provisions applicable between registered traders under Austrian law shall also apply if the order is executed abroad. For sales to consumers within the meaning of the Consumer Protection Act, the above provisions shall apply only to the extent that the Consumer Protection Act does not mandatorily provide for other provisions.

Status: 01.02.2022

Presentation request

For those interested, ilogs offers an online system presentation. This consists of PowerPoint slides explaining the basics of SafeMotion, as well as demonstrations of the administrator portal, guard/helper portal and mobile application. We also provide information on available devices, implementation procedures, training options, and customer service. After signing a trial contract, we offer two weeks of free access to the trial version of the system.

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