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2.2.2
Information on the origin, manufacturer and certifications of the
service.
2.2.3
Clear statements on provisions relating to the countries in which
operation of the services is assured, available languages and
localisations, the deployed standards, which browsers and which
interfaces are supported.
2.2.4
Clear description of the available options for management of the
customer's own rights, of the authentication options and user
management.
2.3
Rules concerning the implementation of the services
The following items must be taken into account, confirmed, or stated in
sufficient detail in the contract:
2.3.1
Detailed description of trial versions of the service (costs,
duration, functions) and presentation of the migration scenarios
for migrating to the full version.
2.3.2
Additional service options for implementation and customising,
and their associated costs.
2.3.3
Training concepts and operational user manual.
2.3.4
Acceptance processes and their consequences (e.g.
commencement date, warranty, payment obligations).
2.4
Rules concerning operations of the services
The following items must be taken into account, confirmed, or stated in
sufficient detail in the contract:
2.4.1
Sufficiently detailed representation of release management
process (time, lead time, obligation to update, customer‐specific
configurations).
2.4.2
Sufficiently detailed representation of error or fault management
processes (notification, communication strategy such as ticketing
system, telephony services (hotline), escalation processes, patch
deadlines, etc.).
2.4.3
Sufficiently detailed statement on the assured availability levels,
performance metering and how the purchaser is informed of the
