Framework agreement on invoicing complaint management services

… three times for one year at a time (optional contract periods). The basis for exercising this extension option is the fulfilment of the following requirements: Fulfillment of all project- or activity-specific defined specifications of a quality gate to be agreed in advance. In the context of the project work or the activities to be performed by the contractor, the client defines formal milestones, for which the extent to which the contractor fulfils the contractually agreed service content is examined as a whole. These quality gates concern, for example, checkpoints such as - quality of service delivery (compliance with guaranteed skill levels, overall understanding of customer needs, etc.) - effectiveness / usability of work results - adherence to schedules (compliance with deadlines, delivery times, etc.) - completeness and quality of documentation - communication and presentation to the client in order to assess the achieved project or service quality. The test points to be used and their weighting will be communicated and explained to the contractor at the beginning of the service provision, so that the contractor knows in advance what the focus of the service provision must be. The contractor will be given the opportunity to comment on the audit points (but without the right to modify them). The Quality Gates are defined as milestones in the project calendar and carried out in the form of a meeting with all relevant representatives of the client and the contractor. The client reserves the right to distinguish the test points according to - KO criteria (level of fulfilment: "fulfilled" vs. "not fulfilled" / evaluation "not fulfilled" leads to the immediate setting of an x-week deadline for cost-neutral rework in conjunction with an escalation to the next higher level) and - variable criteria (fulfilment rate in % with underlying traffic light logic in conjunction with corrective measures). The contracting authority shall inform the contractor three months before the expiry of the normal duration of the contract whether the option is withdrawn and the contract is therefore renewed for a further year. The same applies to the other optional extensions. The contract shall in any event end when the maximum total contract limit of EUR 770 227.20 net is reached; EUR 916 570.37 gross (including optional services). The estimated purchase quantity can be found in Annex 3 to the contract - price sheet. If the order value is increased by an order change during the contract period in accordance with § 132 GWB, the contract ends with the achievement of this new order value. The end of the contract shall not affect the Contractor's obligation to provide the services in conformity with the contract during the contract period.