This translation is provided for readability only. Only the German version is legally binding: view the German version
for the provision and use of the client-server software Ordivis Platform. Provider: Grams IT („the provider"). As at 16 August 2026. The terms in force at the time the contract is concluded are authoritative.
Note on product status: Ordivis Platform is in pilot operation; the first pilot customer is using the software productively. Ordivis Platform becomes generally available on 1 January 2027. Until then, contracts are concluded solely within the framework of individual pilot agreements.
(1) These general terms and conditions („the terms") apply to all contracts between Grams IT („the provider") and its customers („the customer") concerning the provision, licensing and use of the client-server software Ordivis Platform („the software").
(2) These terms apply exclusively to business-to-business dealings, i.e. to entrepreneurs within the meaning of § 14 BGB (German Civil Code), legal persons under public law (e.g. municipalities, public authorities) and special funds under public law. Conflicting or deviating terms of the customer are not recognised.
(3) The specific scope of services, the number of permitted administrators and tenants and the remuneration follow from the respective main contract (quotation/order confirmation).
(1) „Client-server application" means the software architecture in which a central server service processes data and communicates with one or more installed client programs or web interfaces on the customer's devices.
(2) „Administrator (admin)" is a named user on the customer's side who holds extended rights to configure the software, administer the system and assign permissions. In the Gov plan the number of admins is unlimited; in the Corporate plan it is typically limited.
(3) „Tenant" means a logically fully separated data environment (database/instance) within the software. A tenant serves the strict organisational and data-related separation of organisational units.
(4) „Managed service provider (MSP)" is a customer who, as an IT service provider, administers the software centrally in order to operate IT infrastructures for its own third-party end customers (companies or municipalities).
(1) Upon full payment of the agreed remuneration, the provider grants the customer a non-exclusive, non-transferable right, limited in time to the term of the contract, to use the software within the contractually agreed scope (number of tenants/admins).
(2) The customer is not entitled to reproduce, rent out, lend or sublicense the software, or to make the software available to third parties for a fee or free of charge, unless this has been expressly agreed for MSPs in the main contract.
(3) By way of exception, MSPs receive the right to set up and administer a dedicated tenant for their respective end customers for each customer plan lawfully acquired. Mixing data from different end customers within one tenant is prohibited.
(1) The customer is responsible for providing and maintaining the system and hardware requirements specified by the provider for the server and client components.
(2) The customer must protect the software against unauthorised access by third parties through suitable measures. Administrator credentials must be kept secret.
(3) In the event of malfunctions, the customer is obliged to inform the provider without delay and to support the fault analysis to a reasonable extent (e.g. by providing log files or error messages).
(1) The remuneration for the provision of the software is invoiced annually in advance and is payable without deduction within 14 days of the invoice date. All prices are exclusive of statutory VAT.
(2) If the customer uses more administrators or tenants than contractually agreed, the provider is entitled to claim the surcharge retroactively from the point of excess use, in accordance with the applicable price list.
(3) The provider is entitled to adjust the recurring annual fees moderately (by a maximum of 5 % per year), giving three months' notice with effect from the end of a contract year, in order to offset increased development or infrastructure costs.
(1) The provider warrants that, when used in accordance with the contract, the software substantially corresponds to the product description. An insignificant defect does not give rise to claims for defects.
(2) Defects are remedied, at the provider's option, by free rectification or replacement delivery (e.g. provision of an update or patch).
(3) The warranty period is 12 months from provision of the software. This does not apply to claims for damages arising from injury to life, body or health, or in cases of gross negligence or intent.
(1) The provider renders support and maintenance services in writing only through the two channels of e-mail (support@ordivis.eu) and the provider's web ticket system. Telephone support is not part of the contract and is not offered as a chargeable extra either.
(2) As standard, the provider gives no fixed response times ; reports are handled within the service hours on a best-effort basis. The details, and the option to agree fixed response times separately and for a fee, are governed by the Service level agreement (SLA).
(3) The details – in particular service hours, fault classes, duties to cooperate and exclusions – are governed by the Service level agreement (SLA), which forms part of these terms. In the event of conflict between the terms and the SLA, the SLA prevails.
(4) As at the date of these terms, the software is in pilot operation; general availability is scheduled for 1 January 2027. The support and maintenance services under this section take effect with general availability; until then, only the individually agreed terms apply to pilot customers.
(5) Support period: The provider handles vulnerabilities in the software and provides security updates free of charge until 31 December 2032 inclusive. The commitment covers every version delivered up to that date and applies irrespective of paragraph 2. It fulfils Article 13(8) of Regulation (EU) 2024/2847 (Cyber Resilience Act); the further information under Annex II of that regulation is available at Product security.
(1) The provider is liable without limitation in cases of intent, gross negligence, injury to life, body or health, and under the provisions of the German Product Liability Act.
(2) In the event of slightly negligent breach of an obligation whose fulfilment makes the proper performance of the contract possible in the first place and on whose observance the customer may regularly rely (a cardinal obligation), the provider's liability is limited to the foreseeable damage typical of this type of contract.
(3) In all other cases of slight negligence, liability is excluded. Liability for data loss is limited to the typical restoration effort that would have arisen had the customer performed regular backups appropriate to the risk.
(1) The contract is concluded for a minimum term of 12 months (unless otherwise agreed in the quotation).
(2) It is automatically extended by a further 12 months in each case unless terminated by one of the parties in writing (text form by e-mail is sufficient) giving three (3) months' notice with effect from the end of the respective term.
(3) The right to extraordinary termination for good cause remains unaffected. For the provider, good cause exists in particular where the customer is more than two months in arrears with payment of the remuneration or breaches the licence provisions (§ 3).
(1) The parties undertake to keep permanently secret all confidential information of the other party that becomes accessible to them in the course of their cooperation.
(2) Where the provider may gain access to the customer's personal data in the course of support or maintenance services, the parties will conclude in advance a data processing agreement meeting the statutory requirements (Art. 28 GDPR).
(1) Amendments and additions to this contract require text form. This also applies to any amendment of this text form clause.
(2) The law of the Federal Republic of Germany applies, to the exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG).
(3) The exclusive place of jurisdiction for all disputes arising from or in connection with this contract is the provider's registered place of business.
→ Service level agreement (SLA) for support and maintenance
Note: these terms are a template and must be reviewed by a lawyer before binding use, and supplemented with the specific provider details (company name, address, place of jurisdiction).