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INSEA, the Informatic Services Association, recognizes that the client is fully entitled to demand that any information technology projects carried out on his behalf, as well as the provision of information technology services, are of the highest quality. INSEA is convinced that this demand for quality can only be satisfied by dialogue, the exchange of information and the joint commitment of both parties.
Consequently, the members of INSEA, the Informatic Services Association, solemnly declare that they guarantee that this demand for quality will be met in all their dealings with their clients.
The client will be asked to provide a clear description of the services he requires, as well as of the environment in which they will be used. This will enable the provision of an offer that is as clear and precise as possible. On the client's request, and within the context of a consultancy contract that is separate from the project realization contract, INSEA will advise him/her with regard to the defining of his needs.
INSEA will give a precise description of the products and services it can offer and indicate a clear price and, if required a project deadline. INSEA will also indicate on what basis the price and deadline were calculated.
Duty to inform
INSEA acknowledges its duty to provide any information to clients regarding potential job losses, author's rights or any other restrictive factors that might impact upon the products and/or services offered. It also recognizes its responsibility to inform the client of any unforeseen or emergency circumstances that might occur when a product is installed. The client will be informed immediately, throughout the duration of the contract, of any shortcoming or modification that might occur, so that the necessary joint measures can be taken.
The client will receive a project specific contract in which all points agreed between both parties are clearly and painstakingly mentioned. The contract will contain clauses necessary in the event of arbitration of an escrow.
In the event of litigation, and before initiating arbitration proceedings or taking legal action, INSEA will take all the appropriate steps with regard to conciliation and negotiation.
The price will be quoted in a clear and unequivocal way. Invoices will include the reference of the contract and indicate how the price was calculated and the recommended method of payment.
Taking into account the client's wishes, INSEA will:
provide, upon request, the necessary proof of qualifications and professional experience of all employees providing the service
make sure that the employees respect the customary rules regarding confidentiality of information and data given to them by the client during the course of their mission
Servicing the account
INSEA will deliver products and services that conform to the specifications of the contract and mention the brand names of the products to be delivered.
Taking into account the nature of the contract or mission, INSEA will use the most appropriate methods at its disposal, provided the client agrees.
With regard to project management, monitoring progress, suitability testing and implementing the solution, INSEA will work according to a specific methodology, provided the client agrees.
Project update reports will be regularly made and the client will be informed of any factor that might prevent the execution of the contract, provided the client agrees
INSEA will advise those working on the project to take all the necessary measures to prevent the loss or inappropriate communication of the client's data during the execution of the contract.
Before the products are finally delivered they will undergo the necessary controls and checks.
INSEA will ensure that all the necessary documentation and an adequate instruction manual for the sold products are made available to the client, as agreed.
After sales service
INSEA will offer the client training, based upon existing market prices.
Clients will also be offered the chance to benefit from after sales services.