This Enterprise Addendum ("Addendum") supplements Gneis Agency' standard Terms and Conditions for customers with Enterprise subscriptions.
In case of conflict between standard Terms and Conditions and this Addendum, the Addendum takes precedence for Enterprise customers.
1. Applicability
This Addendum applies to:
- Customers with Enterprise subscriptions
- Customers with individual Order Form referring to Enterprise terms
- Organizations with 50+ users or special requirements
2. Contract Structure and Hierarchy
2.1 Document Hierarchy
In case of inconsistency, the following order of precedence applies:
- Order Form (individual contract)
- Enterprise Addendum (this document)
- Service Level Agreement (SLA)
- Data Processing Agreement (DPA)
- Standard Terms and Conditions
- Acceptable Use Policy (AUP)
- AI Transparency & Use Policy
2.2 Order Form
Commercial terms, scope, pricing and SLA levels are specified in the individual Order Form.
3. Negotiated Terms
3.1 Contract Length
- Standard: 12 months
- Available: 24-36 months with volume discount
- Auto-renewal: Unless terminated 90 days before expiration
3.2 Price Stability
- Guaranteed price freeze: During contract period (typically 12-24 months)
- Price changes: Require 90 days notice and only apply upon renewal
- Volume discounts: Specified in Order Form
3.3 Invoicing
- Payment: Invoice with net 30 days
- Frequency: Annual, semi-annual or quarterly (by agreement)
- Currency: EUR or DKK
- PO numbers: Supported
4. Enterprise Features
4.1 Included Features
- Unlimited users (or agreed limit)
- Unlimited brands and markets (or agreed limit)
- API access with higher rate limits
- Advanced analytics and reporting
- White-label options (by agreement)
- Prioritized feature requests
- Dedicated Customer Success Manager
4.2 Customizations
By agreement may include:
- Custom integrations
- Single Sign-On (SSO): SAML 2.0, OAuth 2.0, OpenID Connect
- Custom report templates
- Dedicated AI models or fine-tuning
- On-premise or private cloud deployment (subject to evaluation)
- Special data location requirements (e.g., EU-only)
5. Support and SLA
5.1 Dedicated Support
- Customer Success Manager (CSM): Named contact person
- Technical Account Manager (TAM): For complex implementations
- 24/7 support: For P1/P2 incidents
- Dedicated Slack channel or Teams integration
- Quarterly Business Reviews (QBR)
5.2 Enhanced SLA
- Uptime: 99.9% (43 min/month maximum downtime)
- Response time P1: 1 hour
- Resolution time P1: 4 hours
- RTO: 12 hours (can be negotiated to 4-6 hours)
- RPO: 4 hours (can be negotiated to 1-2 hours)
5.3 Proactive Monitoring
- Dedicated monitoring of customer's specific setup
- Proactive notification of anomalies
- Performance optimization reviews
6. Data Security and Compliance
6.1 Enhanced Security
- SSO integration: SAML 2.0, Okta, Azure AD, Google Workspace
- Advanced access controls: Custom roles, fine-grained permissions
- IP whitelisting: Restriction of access to specific IP ranges
- Audit logging: Extended logging and retention (up to 2 years)
- Dedicated encryption keys: Customer-managed keys (CMEK) by agreement
6.2 Compliance Support
- Annual audits: Customer-specific audit support
- Custom DPA terms: Negotiable data protection terms
- Sub-processor approval: Individual approval of new sub-processors
- Data location guarantees: Commitment to EU-only or specific regions
6.3 Certifications and Attestation
- Access to security attestation documents
- Participation in vendor security assessments
- Completion of security questionnaires (CAIQ, SIG, etc.)
7. Professional Services
7.1 Onboarding and Implementation
- Dedicated onboarding: 40-80 hours included (depending on contract value)
- Implementation plan: Customized deployment roadmap
- Training: Administrator and user training (on-site or virtual)
- Change management support: Adoption and rollout assistance
7.2 Ongoing Advisory
- Strategic advisory: Monthly or quarterly check-ins
- Best practice reviews: Optimization of platform usage
- Custom workshops: Training in advanced features
- Industry insights: Benchmarking and competitive analysis
7.3 Custom Development (subject to separate fee)
- Custom API endpoints
- Specialized integrations
- White-label solution development
- Custom AI model training
8. Data Processing and AI
8.1 Custom AI Models
By agreement may include:
- Fine-tuning of LLM models on customer data
- Private AI endpoints
- Model selection preferences
- Custom scoring algorithms
8.2 Data Usage
- No cross-customer training: Guaranteed isolation of customer data
- Opt-out of benchmarking: Customer can opt out of anonymized benchmarks
- Data residency: Guarantees about data location (e.g., EU-only)
8.3 Advanced Analytics
- Custom KPIs and metrics
- Predictive analytics and forecasting
- Competitive intelligence (extended)
- Market trend analysis
9. Termination and Transition
9.1 Notice Period
- Minimum: 90 days before contract expiration
- Early termination: Possible with fee (typically 25-50% of remaining contract value)
- For convenience: Not possible during lock-in period (first 12 months)
9.2 Transition Assistance
Upon termination, Gneis Agency provides:
- Extended export period: 60 days (instead of 30)
- Transition documentation: Detailed data mapping and structure
- Transition calls: Up to 3 x 1-hour calls with technical team
- Historical data package: Complete export of all available data
9.3 Retention After Termination
By agreement, data retention can be extended:
- Standard: 90 days in backup
- Extended: Up to 12 months (subject to fee)
10. Liability and Indemnification
10.1 Liability Cap
- Standard cap: 12 months subscription fee
- Negotiated cap: Can be increased to 24 months for larger Enterprise contracts
- Unlimited: For gross negligence, willful misconduct, IP infringement, data breaches
10.2 Insurance
Gneis Agency maintains:
- Professional liability insurance: Minimum €2M coverage
- Cyber liability insurance: Minimum €5M coverage
- D&O insurance: Relevant coverage
Certificates of insurance available upon request.
10.3 Warranties
Enterprise-specific warranties:
- Services are delivered in accordance with documentation
- No malware or harmful code in software
- Compliance with applicable data protection legislation
- No infringement of third-party IP (with indemnification)
11. Renewal and Price Adjustments
11.1 Renewal Process
- 90 days before expiration: Gneis Agency sends renewal offer
- 60 days before expiration: Deadline for negotiating changes
- 30 days before expiration: Final Terms sent for signature
11.2 Price Adjustments Upon Renewal
- Maximum increase: 10% annually (unless otherwise agreed)
- Inflation adjustment: CPI adjustment may be agreed
- Volume discounts: With increased consumption
12. Confidentiality and NDA
12.1 Mutual NDA
Enterprise Addendum includes mutual non-disclosure:
- Confidential information: Business plans, technical details, roadmaps, pricing
- Duration: 3 years after contract termination
- Exceptions: Public information, independently developed, required by law
12.2 Customer References
- Gneis Agency may not use customer as reference without prior written permission
- Logo usage and case studies require separate approval
- Customer may request to remain anonymous
13. Governance
13.1 Governance Meetings
- Quarterly Business Reviews (QBR): Status, roadmap, issues
- Annual Strategic Planning: Long-term alignment
- Steering Committee: For larger implementations
13.2 Escalation
Escalation hierarchy for issues:
- Customer Success Manager
- VP of Customer Success
- CTO (technical issues)
- CEO (contractual issues)
14. Contact
For Enterprise-specific inquiries:
Gneis Agency
Pilestræde 52A
DK-1112 Copenhagen K
Denmark
Enterprise Sales: enterprise@gneis.ai
Customer Success: success@gneis.ai
Legal & Contracts: legal@gneis.ai
Direct Line: +45 [number] (CSMs)
*This Enterprise Addendum ensures Enterprise customers receive optimal terms, support and flexibility.*
