Last Updated October 31, 2018

Law and Practice

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Luther Rechtsanwaltsgesellschaft mbH (Cologne) has more than 380 lawyers and tax advisers in ten national and six international offices, of which 16 specialise in outsourcing in the offices in Cologne, Frankfurt, Essen, Berlin and Stuttgart. The firm's key areas of practice are technology, media and telecommunications, data protection law, IT security, and public procurement law in the field of IT.

To list all the possible measures for customer protection would go beyond the scope of this contribution. Some typical measures are:

  • milestone plans and definitions of deliverables of the provider and customer;
  • comprehensive service level agreements;
  • detailed frameworks for adjustments of remuneration;
  • benchmarking;
  • gain-share models, or continuous improvement programmes;
  • governance;
  • balanced change request procedures;
  • granting of rights to the customer, even after the term of the contract; and
  • transition services.

In practice, we observe that some customers tend to push too hard in this regard, resulting in a provider making losses and accordingly decreasing service quality. The key to effective customer protection seems to be a good balance and understanding of both parties’ needs.

Luther Rechtsanwaltsgesellschaft mbH

Anna-Schneider-Steig 22
50678 Cologne

+49 221 9937 0

+49 221 9937 110

cologne@luther-lawfirm.com www.luther-lawfirm.com
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Authors



Luther Rechtsanwaltsgesellschaft mbH (Cologne) has more than 380 lawyers and tax advisers in ten national and six international offices, of which 16 specialise in outsourcing in the offices in Cologne, Frankfurt, Essen, Berlin and Stuttgart. The firm's key areas of practice are technology, media and telecommunications, data protection law, IT security, and public procurement law in the field of IT.

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