EN 17371-2:2021
(Main)Provision of services - Part 2: Services contracts - Guidance for the design, content and structure of contracts
Provision of services - Part 2: Services contracts - Guidance for the design, content and structure of contracts
This document provides guidance on the design, content and structure of service contracts. It is aimed at service buyers and service providers entering a contractual relationship who do not necessarily have legal training. The guidance set out in this document does not constitute legal advice.
This document is applicable to:
a) service buyers and service providers regardless of type, size or the nature of the services;
b) service providers who may be inside or outside the service buyers' organization; and
c) any interested parties who are directly or indirectly involved in or affected by a procurement process.
This document is not applicable to service contracts where the service buyer is a consumer, nor for works contracts.
NOTE 1 "Works contracts" are contracts that have as their object the execution, or both the design and execution, of a work are not covered. Contracts having as their object only the design of a work are covered.
NOTE 2 "Work" means the outcome of building or civil engineering works taken as a whole which is sufficient in itself to fulfil an economic or technical function.
NOTE 3 "Consumer" means an individual member of the general public purchasing or using services for private purposes.
Dienstleistungserbringung - Teil 2: Dienstleistungsverträge - Leitlinien für die Gestaltung, Inhalt und Struktur von Verträgen
Dieses Dokument stellt eine Leitlinie für die Gestaltung, den Inhalt und die Struktur von Dienstleistungs-verträgen bereit. Es richtet sich an Dienstleistungskäufer und Dienstleister, die in ein Vertragsverhältnis eintreten und nicht unbedingt über eine juristische Ausbildung verfügen. Die in diesem Dokument dargelegte Leitlinie stellt keine Rechtsberatung dar.
Dieses Dokument ist anwendbar für:
a) Dienstleistungskäufer und Dienstleister, unabhängig vom Typ, Umfang oder der Art der Dienstleistungen;
b) Dienstleister, die innerhalb oder außerhalb der Organisation der Dienstleistungskäufer sein dürfen; und
c) alle interessierten Parteien, die direkt oder indirekt an einem Beschaffungsprozess beteiligt oder von diesem betroffen sind.
Dieses Dokument ist weder für Dienstleistungsverträge, in deren Rahmen der Dienstleistungskäufer ein Verbraucher ist, noch für Bauaufträge anwendbar.
ANMERKUNG 1 „Bauaufträge“ sind Verträge, die die Ausführung oder sowohl die Planung als auch die Ausführung eines Bauwerks zum Gegenstand haben, und werden in diesem Dokument nicht behandelt. Verträge, die nur die Gestaltung eines Bauwerks zum Gegenstand haben, werden abgedeckt.
ANMERKUNG 2 „Bauwerk“ bezeichnet das Ergebnis von Hoch- oder Tiefbauarbeiten insgesamt, das allein ausreicht, um eine wirtschaftliche oder technische Funktion zu erfüllen.
ANMERKUNG 3 „Verbraucher“ bezeichnet ein einzelnes Mitglied der Öffentlichkeit, das für Dienstleistungen zu privaten Zwecken zahlt oder diese nutzt.
Prestation de services - Partie 2 : Contrats de services - Recommandations pour l’élaboration, le contenu et la structure des contrats
Le présent document fournit des recommandations relatives à l’élaboration, au contenu et à la structure des contrats de services. Il est destiné aux acheteurs de services et aux prestataires de services s’engageant dans une relation contractuelle qui ne disposent pas nécessairement d’une formation juridique. Les recommandations exposées dans le présent document ne constituent en aucun cas un avis juridique.
Le présent document s’applique à :
a) tout acheteur de services et prestataire de services, quels que soient le type, la taille ou la nature des services ;
b) tout prestataire de services qui peut être interne ou extérieur à un organisme acheteur de services ; et
c) toute partie intéressée qui est directement ou indirectement impliquée dans, ou affectée par, un processus d’achat.
Le présent document ne s’applique pas aux contrats de services dans lesquels l’acheteur de services est un consommateur, ni aux marchés de travaux.
NOTE 1 Les « marchés de travaux » sont des contrats ayant pour objet soit l’exécution seule, soit à la fois la conception et l’exécution d’un ouvrage et ne sont pas couverts par le présent document. Les contrats ayant pour seul objet la conception d’un ouvrage sont couverts.
NOTE 2 Le terme « ouvrage » désigne le résultat d’un ensemble de travaux de construction ou de génie civil, suffisant en soi pour remplir une fonction économique ou technique.
NOTE 3 Le terme « consommateur » désigne un membre individuel du grand public qui achète ou utilise des services à des fins privées.
Zagotavljanje storitev - 2. del: Pogodbe o storitvah - Navodilo za oblikovanje, vsebino in strukturo pogodb
Ta dokument podaja navodilo za oblikovanje in strukturo pogodb o storitvah. Namenjen je kupcem in ponudnikom storitev, ki sklepajo pogodbeno razmerje in nimajo nujno pravne izobrazbe.
Ta dokument se lahko uporablja v vseh organizacijah ne glede na njihovo vrsto ali velikost.
Ta dokument se ne uporablja za pogodbe o storitvah, sklenjene med podjetji in potrošniki (B2C), oziroma javna naročila gradenj.
OPOMBA 1: »Javna naročila gradenj« so javna naročila, katerih predmet je izvedba ali projektiranje in izvedba gradnje, in v tem dokumentu niso zajeta. Javna naročila, katerih predmet je samo projektiranje gradnje, so zajeta v tem dokumentu.
OPOMBA 2: »Gradnja« pomeni zaključeno visoko ali nizko gradnjo kot celoto, ki je samozadostna pri izpolnjevanju svoje gospodarske ali tehnične funkcije.
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-januar-2022
Zagotavljanje storitev - 2. del: Pogodbe o storitvah - Navodilo za oblikovanje,
vsebino in strukturo pogodb
Provision of services - Part 2: Services contracts - Guidance for the design, content and
structure of contracts
Dienstleistungserbringung - Teil 2: Dienstleistungsverträge - Leitlinien für die Gestaltung,
Inhalt und Struktur von Verträgen
Prestation de services - Partie 2 : Contrats de services - Recommandations pour
l’élaboration, le contenu et la structure des contrats
Ta slovenski standard je istoveten z: EN 17371-2:2021
ICS:
03.080.01 Storitve na splošno Services in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
EN 17371-2
EUROPEAN STANDARD
NORME EUROPÉENNE
November 2021
EUROPÄISCHE NORM
ICS 03.080.01
English Version
Provision of services - Part 2: Services contracts - Guidance
for the design, content and structure of contracts
Prestation de services - Partie 2 : Contrats de services - Dienstleistungserbringung - Teil 2:
Recommandations pour l'élaboration, le contenu et la Dienstleistungsverträge - Leitlinien für die Gestaltung,
structure des contrats Inhalt und Struktur von Verträgen
This European Standard was approved by CEN on 21 June 2021.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2021 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 17371-2:2021 E
worldwide for CEN national Members.
Contents Page
European foreword . 3
Introduction . 4
1 Scope . 5
2 Normative references . 5
3 Terms and definitions . 5
4 Purpose of a service contract . 6
5 Service contract structures . 6
6 Content of a service contract . 7
6.1 General. 7
6.2 Who is entering into the service contract? . 7
6.3 What are the services – how are they specified, ordered and what are the service
performance targets? . 8
6.4 How are charges calculated and paid? . 13
6.5 What legal system governs the service contract? . 16
6.6 How will the contracting parties deal with disputes? . 16
6.7 What is the exposure? . 17
6.8 What intellectual property rights are there in, and to, the service outputs? . 18
6.9 When does the agreement commence, how is it terminated and what are the
consequences of termination? . 19
6.10 What considerations relate to information/data? . 20
6.11 Making changes to the agreement and the contracting parties’ relationship . 21
6.12 What other terms need to be considered? . 22
Annex A (informative) Service scope and description . 25
Annex B (informative) Pricing models . 28
Annex C (informative) Exit management . 30
Bibliography . 33
European foreword
This document (EN 17371-2:2021) has been prepared by Technical Committee CEN/TC 447 “Horizontal
standards for the provision of services”, the secretariat of which is held by BSI.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by May 2022, and conflicting national standards shall be
withdrawn at the latest by May 2022.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document has been prepared under a Standardization Request given to CEN by the European
Commission and the European Free Trade Association.
Any feedback and questions on this document should be directed to the users’ national standards body.
A complete listing of these bodies can be found on the CEN website.
According to the CEN-CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia,
Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland,
Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of North
Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United
Kingdom.
Introduction
This document is part of a series of European Standards that address different phases in the provision of
services (see Figure 1): the service procurement phase (EN 17371-1), the service contracting phase
(EN 17371-2) and the service execution phase (EN 17371-3).
Each part of the series can be used individually or in combination with the other parts.
Figure 1 — Phases in the provision of services
The drafting of the series was initiated after CEN presented the findings of a study on the potential and a
possible impact of horizontal service standards on the EU single market for services. This study was as a
response to mandate M/517 from the European Commission for programming and development of
horizontal service standards. The objective of this mandate was to encourage the development of
voluntary European Standards covering issues common to many service sectors. Such standards should
aim to facilitate compatibility between service providers and improve information and the quality of
services to the recipient.
This document addresses the service contracting phase and has been developed to provide organizations
with guidance on the design, content and structure of service contracts. No part of this document is
intended to be mandatory for inclusion in a service contract; rather it is structured to enable
organizations entering into a service contract to identify the solution best suited to achieve the intended
business outcomes. The guidance lists the key contents of a service contract that organizations might
consider as part of the broader solution being contracted. Based on the nature of services being
contracted, the service buyer and service provider can decide upon the specific content for their service
contract. This document does not provide guidance regarding the applicable legal rules and regulations.
1 Scope
This document provides guidance on the design, content and structure of service contracts. It is aimed at
service buyers and service providers entering a contractual relationship who do not necessarily have
legal training. The guidance set out in this document does not constitute legal advice.
This document is applicable to:
a) service buyers and service providers regardless of type, size or the nature of the services;
b) service providers who may be inside or outside the service buyers' organization; and
c) any interested parties who are directly or indirectly involved in or affected by a procurement
process.
This document is not applicable to service contracts where the service buyer is a consumer, nor for works
contracts.
NOTE 1 “Works contracts” are contracts that have as their object the execution, or both the design and execution,
of a work are not covered. Contracts having as their object only the design of a work are covered.
NOTE 2 “Work” means the outcome of building or civil engineering works taken as a whole which is sufficient in
itself to fulfil an economic or technical function.
NOTE 3 “Consumer” means an individual member of the general public purchasing or using services for private
purposes.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
• IEC Electropedia: available at https://www.electropedia.org/
• ISO Online browsing platform: available at https://www.iso.org/obp
3.1
contracting parties
contracting party
service buyer and service provider which conclude a service contract
Note 1 to entry: Each service buyer/provider is considered a contracting party.
3.2
service buyer
organization that buys services from a service provider
Note 1 to entry: In public procurement, the service buyer may also be known as the contracting authority/entity.
3.3
service contract
agreement between a service buyer and service provider setting out their legally binding rights and
obligations for the provision of services
3.4
service performance target
target level of a key performance indicator to express the need, expectation, or obligation of service buyer
3.5
service provider
organization that offers or delivers one or more services
4 Purpose of a service contract
Service contracts form legally binding agreements between the service buyer and service provider that
enter into them and have the key purpose of providing clarity on who is ordering a service, who is
providing the service, what service should be provided, where and when and for what remuneration. The
service contract should be in writing, as well as dated and signed by the service buyer and the service
provider.
What a “good” service contract looks like will vary depending on the circumstances (in most situations
there is no such thing as a “standard contract”). The contracting parties should strive to ensure that
whatever clauses are included in the service contract, those clauses are drafted using straightforward,
clear and concise wording. The service contract should aim to be as short as possible but as long as is
necessary.
5 Service contract structures
It is important that the necessary contents of a service contract are brought together into a clear
structure. While there are certain basic elements that should be present in all service contracts (as
mentioned in Clause 4 above), the length and structure may vary considerably.
Service contracts based on common law systems (such as English law) tend to be longer than in civil law
systems (like much of the rest of Europe) as few provisions are implied by law therefore the service
contract tends to be more comprehensive in setting out all of the terms which will govern the supply of
services. In civil law systems much of the law is codified and will apply to contracts they govern unless
otherwise specified.
The service contract may take the form of a framework which provides a structure and mechanism for
ordering and providing services from time to time on the terms established under the service contract.
Often this mechanism involves completing a template document to the service contract which sets out,
within the terms under the framework, the specific services, specifications and obligations in respect of
the services, service standards, economics and other considerations that determine and impact the
delivery of services.
In order to keep lar
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