General Terms and Conditions (GTC)
Stand: 23. Januar 2025
Preamble
Die vorliegenden Allgemeinen Geschäftsbedingungen (nachfolgend die «AGB») regeln die Rechte und Pflichten der schweizerischen Netstream AG und der Netstream Cloud AG (nachfolgend «Netstream») sowie ihren Kundinnen und Kunden (nachfolgend einheitlich die «Kunden» und gemeinsam die «Parteien») , sofern und soweit nicht ausdrücklich abweichende Vereinbarungen getroffen werden. Die Geltung allfälliger Kunden-AGB wird ausdrücklich wegbedungen.
Die Datenschutzerklärung der Netstream informiert über die Bearbeitung von Personendaten und über die Rechte von Personen, über die Daten bearbeitet werden.
1. Gegenstand und Vertragsbestandteile
The subject of these GTC is the provision of various services by Netstream to customers (hereinafter jointly the "Services")...:
The individual services to be provided in each case are agreed individually with individual customers in a service contract.
Contractual components are in particular the respective service contract as well as these GTC. The service contract takes precedence over the provisions of these GTC.
Diese AGB gelten für alle von der Netstream AG und der Netstream Cloud AG erbrachten Dienstleistungen. Der spezifische Vertragspartner wird im jeweiligen Vertrag, Angebot oder in der Auftragsbestätigung festgelegt.
2. Offerte und Vertragsschluss
Standard packages with the respective scope of services listed can be ordered and purchased via Netstream's online store. The standard packages offered online are considered offers. The service contract is concluded with the order under acceptance of these GTC.
In the case of individually negotiated contracts, the delivery of the respective service contract to individual customers shall be deemed to be an offer. Other documents issued in the course of contract negotiations, such as offers or documentation, are not legally considered offers and are not binding, unless Netstream has assured this in writing. The contract comes into effect with the signing of a service contract or the booking via Netstream's online store by both parties. The delivery of the signed service contract in digital form (e.g. as PDF with scanned signatures) by e-mail is also considered as signing. Unless otherwise indicated in the delivered service contract, Netstream shall remain bound to an offer for 30 days.
3. Pflichten der Vertragsparteien
3.1 Obligations of Netstream
Netstream shall provide the services within the scope agreed upon individually in each case and with due diligence.
Über allfällige Leistungsstörungen informiert Netstream auf der «Status»-Webseite unter
«status.netstream.ch». Der Kunde kann auf dieser Webseite Einstellungen vornehmen, sodass er bei Leistungsstörungen notifiziert wird.
3.2 Obligations of the customers
The customers are responsible for the provision and maintenance of the terminal equipment required for the use of the services as well as for the data line for accessing the services (for example hardware and operating system, network devices, rental or internet connections, etc.). The customers shall ensure that the configuration and the technical status comply with any specifications of Netstream.
Customers are obligated to protect their infrastructure from access by unauthorized third parties and to keep it up to date with the latest technology.
In case of serious violations of the customer's obligations to cooperate or in case of unlawful use of the services by the customer as well as in case of a reasonable suspicion to that effect, Netstream is entitled to block the customer's access to the services temporarily or permanently. A serious violation exists in particular if the violation has or may have an impact on Netstream's infrastructure. An illegal use exists, for example, if content is stored which is suspected to be or actually punishable or violates the rights of third parties.
4. Leistungsumfang und Leistungsstörungen
4.1 Scope of services and support
The scope of services is determined by the respective service agreement. If agreed, the service contract also includes the service level agreement (SLA) and the costs of the services.
Unless otherwise agreed in the Service Agreement, the Services included the following support services:
- – Helpdesk während den Geschäftszeiten
- – Entgegennahme und Prüfung von Fehlermeldungen während den Geschäftszeiten
- – Fehler- und Störungsbeseitigung gemäss SLA
Business hours are the weekdays from Monday to Friday from 09.00-17.00 each day, with the exception of federal, cantonal and municipal holidays at Netstream's registered office.
Additional support services will be invoiced separately and at an hourly rate. The applicable hourly rates can be found in the applicable price list.
4.2 Performance disruptions
Die Kunden sind verpflichtet, Netstream Funktionsausfälle, -beeinträchtigungen oder -störungen unverzüglich und so genau wie möglich anzuzeigen. Netstream stellt für solche Meldungen rund um die Uhr ein Ticket-System zur Verfügung.
5. Verfügbarkeit und Wartung
5.1 Availability
The availability is based on the SLA. Unless otherwise agreed in the SLA, availability shall be 99.9% per calendar year less the periods required for maintenance work.
The availability figures do not include the unavailability of services due to maintenance work, incorrect configuration by customers, outages caused by customers or outages that are not within the responsibility or control of Netstream, such as in particular force majeure.
5.2 Maintenance work
Scheduled maintenance usually takes place once a month. Scheduled maintenance work that affects customers' access to the cloud services and their data generally takes place once a year.
Scheduled maintenance work is generally carried out between 1.00 am and 5.00 am. If customers are affected by the maintenance work, Netstream will inform about the restrictions on the "Status" website at "status.netstream.ch" 7 days in advance, if possible.
In the event of unscheduled maintenance work, customers will also be informed on the "Status" website at "status.netstream.ch". In the case of short-term or emergency maintenance work, time windows are selected wherever possible that have the smallest possible impact on customers.
6. Leistungen von Dritten
Netstream is entitled to engage third parties for the provision of the services. Netstream shall be liable for acts or omissions of subcontractors as for its own acts or omissions.
7. Immaterialgüterrechte
All intellectual property rights and other rights to the infrastructure as well as to any software required for the provision of services shall remain with Netstream, irrespective of their protectability. Customers do not acquire any rights to the software contained therein.
8. Daten
Insofar as Netstream AG acts as a processor for the customer, Netstream's order processing agreement shall form an integral part of these GTC.
Customers retain sovereignty over their data. Customers themselves are responsible for securing their data. Netstream is exclusively entitled to use customer data within the scope of legal and regulatory obligations as well as for the provision of services and for the improvement of such services, in particular in aggregated or anonymized form. Furthermore, Netstream's order processing agreement applies to the processing of data by Netstream on behalf of third parties.
Customers shall ensure the data protection of persons about whom they process data. This includes, in particular, informing such persons and obtaining any necessary consents for the processing of data.
Kunden können einen Service namens Object Lock im Object Storage (Cloud Online Speicher) nutzen (netstream.ch/objectlock/). Dieser bewirkt grundsätzlich, dass Daten nicht gelöscht werden können. Je nach Sicherheitsstufe kann dabei nur der Admin eines Unternehmens Daten löschen. In der höchsten Sicherheitsstufe kann jedoch sogar Netstream als Provider keine Daten löschen. Entsprechend ist ein Kunde auch über eine allfällige Kündigung hinaus verpflichtet, die Datensicherung zu bezahlen, bis der Object Lock vom System aufgehoben wird. Beauftragt der Kunde Netstream mit der Löschung von Daten oder Systemen, ist Netstream berechtigt, die dafür anfallenden Kosten gemäss der aktuellen Preisliste in Rechnung zu stellen.
9. Gewährleistung und Haftung
9.1 Warranty
Netstream gewährleistet die sorgfältige Erbringung der Dienstleistungen. Die Kunden werden jedoch darauf hingewiesen, dass Einschränkungen oder Beeinträchtigungen nicht ausgeschlossen werden können. Bei den in diesen AGB oder in Dienstleistungsverträgen enthaltenen Verfügbarkeitskennzahlen (vgl. Ziff. 5.1) handelt es sich um Richtwerte.
In case of restrictions or impairments as well as other deficiencies notified to Netstream by customers, Netstream will take the necessary measures to remedy the deficiencies within the response times defined in the SLA. However, compliance with the response times cannot be guaranteed.
Netstream does not assume any warranty for restrictions and impairments that are not within the responsibility or the sphere of influence of Netstream. This includes in particular actions of third parties, internet failures and force majeure.
Likewise, Netstream cannot assume any warranty for limitations or impairments caused by the customer. For example, in case of non-use of the hardware and software configuration recommended by Netstream, incorrect operation, unauthorized interventions in the infrastructure or in case of non-fulfillment of cooperation obligations.
9.2 Liability
Netstream shall be liable exclusively for direct property damage or financial loss arising from the performance of service contracts, provided that any damage was caused by gross negligence or intent.
Liability for slight and medium fault is excluded. Liability for auxiliary persons is also excluded, with the exception of liability for services provided by third parties in accordance with Section 7.
In all cases, liability is limited to the amount paid by an affected customer for the services in the month prior to the damage event. Liability for all other damages, in particular direct or indirect damages as well as for consequential damages is excluded.
Liability is also excluded in the following cases:
- – Schäden ausserhalb der Verantwortung oder des Machtbereiches von Netstreams (beispielsweise nicht von Netstream beeinflussbare technische Gegebenheiten, höhere Gewalt und dergleichen)
- – Nichteinhaltung von Verfügbarkeitskennzahlen
- – Nichteinhaltung von Reaktionszeiten gemäss SLA
- – Datenverlust
- – Handlungen Dritter
- – Schäden durch Zugriffe von unberechtigten Dritten, welche durch Handlungen oder Unterlassungen der Kunden ermöglicht werden
- Actions of customers
- – Schäden, welche durch die Schadenminderungspflicht der Kunden hätten vermieden werden können
- – Nichtverfügbarkeit wegen Wartungsarbeiten
10. Vergütung und Zahlungsbedingungen
The remuneration to be paid by individual customers is based on the agreements in the respective service contract or on Netstream's current price lists, if the service contract refers to them.
Pay-as-you-go: Der Service wird auf Basis der tatsächlichen Nutzung monatlich abgerechnet. Die Verrechnung erfolgt zu Beginn des Folgemonats auf Grundlage des gemessenen Nutzungsvolumens.
Bundles: Bei der Buchung von Bundles wird der Gesamtbetrag der Vertragslaufzeit im Voraus beglichen, um den entsprechenden Rabatt zu erhalten. Erfolgt keine Kündigung vor Ablauf der vereinbarten Kündigungsfrist, verlängert sich das Bundle automatisch um jeweils weitere 12 Monate.
Object Storage: Für den Service Object Storage gilt im Pay-as-you-go-Modell eine minimale abzurechnende Speichermenge von 1024 GB. Unabhängig von der tatsächlichen Nutzung wird stets mindestens diese Speichermenge in Rechnung gestellt.
Bei jährlich abgerechneten Services werden während der Laufzeit hinzugebuchte Leistungen, wie beispielsweise zusätzliche Lizenzen, pro rata verrechnet. Dadurch wird sichergestellt, dass die Laufzeit der hinzugebuchten Leistungen mit der bestehenden Vertragslaufzeit harmonisiert ist.
Netstream ist jederzeit berechtigt, die Preislisten einseitig anzupassen. Preisänderungen werden den Kunden in geeigneter Form zur Kenntnis gebracht.Kunden, die mit einer Anpassung der Preislisten nicht einverstanden sind, steht die ausserordentliche Kündigung des Dienstleistungsvertrages auf den Zeitpunkt der Preisanpassung hin offen.
Rechnungen sind von Kunden innert 30 Tagen ab Rechnungsstellung zu bezahlen. Nach Ablauf dieser Zahlungsfrist fällt der Kunde ohne Weiteres und insbesondere ohne Mahnung automatisch in Verzug. Nach Ablauf der Zahlungsfrist ist ein Verzugszins von 5.0 % per Annum geschuldet. Gemäss Ziff. 11 darf Netstream sodann die Dienstleistungen sperren und den Vertrag kündigen.Kosten bei Zahlungsverzug: Nach mindestens 2 schriftlichen Mahnungen wird der Fall an ein Inkassobüro weitergeleitet, welches eine Bearbeitungsgebühr gemäss www.fairpay.ch erhebt.
11. Sperrung
Netstream may block services in whole or in part without prior notice or restrict them to certain services if i) there is an extraordinary reason for termination pursuant to Clause 12, ii) the blocking is in the presumed interest of the customer, e.g. in case of misuse by third parties, and iii) in case of reasonable doubt as to compliance with payment obligations until a deposit has been made pursuant to Clause 7. The customer shall be informed of the blocking by appropriate means. The blocking may be maintained until the reason for the blocking ceases to exist. If the customer is responsible for the reason for the blocking, the customer's obligation to pay for the service during a blocking shall remain unaffected and the customer may be charged a processing fee for the blocking and unblocking.
12. Ausschluss der Verrechnung und Forderungsabtretung
Customers are not entitled to set off any claims of their own against claims of Netstream. Netstream shall be entitled to set off any claims of its own against claims of customers.
Netstream is entitled to assign its claims against customers to third parties or to commission third parties with collection and enforcement.
13. Vertragslaufzeit und Kündigung
13.1 Allgemeines
Unless otherwise agreed in the respective service contract, service contracts are concluded for an indefinite period and may be terminated with 30 days' notice at the end of a month. Minimum terms agreed in the individual service contract remain reserved.
All contracts can be terminated in writing or by e-mail.
13.2 Ausserordentliche Kündigung
In the event of good cause, the contract may be terminated at any time without notice. Good cause shall be deemed to exist in particular if customers are in default of their payment obligations.
If no data is stored by a customer for more than three months, Netstream is entitled to extraordinary termination.
14. Schlussbestimmungen
14.1 Salvatorische Klausel
Should any provision of these GTC prove to be unenforceable, invalid or ineffective, the enforceability, validity and effectiveness of the remaining provisions shall not be affected thereby.
In this case, the parties undertake to replace the unfulfillable, invalid or ineffective provision with a fulfillable, valid or effective provision that comes closest in terms of content and economy to the original intention of the parties.
14.2 Höhere Gewalt
The parties shall be released from their obligations towards the other party if, as long as and to the extent that the non-performance of services is due to the occurrence of circumstances of force majeure such as, for example, war, strike, storm and other natural disasters, epidemics and pandemics as well as other circumstances for which the parties are not responsible. Each party is obliged to notify the other party immediately upon the occurrence of such a case of force majeure.
14.3 Gerichtsstand und anwendbares Recht
The contractual relations between the parties shall be governed by Swiss law, excluding the Vienna Sales Convention (CISG) and excluding the conflict of laws rules.
The exclusive place of jurisdiction is at the registered office of Netstream.