Fusion ApS has established these guidelines for IT collaboration with Fusion ApS to ensure that the IT suppliers used by Fusion ApS are aware of the fundamental guidelines valued by Fusion ApS.

The purpose of these guidelines is for them to be fully or partially incorporated into future supplemental agreements between the parties, in relation to the offers provided by the IT supplier.

Development 

1. In tasks where, at the initiative of FUSION, development or modification of functionality is performed in relation to the system provided by the supplier, and where the base system can continue to operate without the modified functionality (i.e., additional features or app-like functionality), it is agreed between the parties that all rights to the developed software will belong to FUSION, and the supplier is not entitled to use the developed software for other customers unless otherwise agreed with FUSION in relation to the specific case of expanded or modified functionality.
   
   
2. FUSION is willing to participate in general system development and financing thereof, in a fair distribution key depending on the project, provided that FUSION is granted the right to use the modified functionality even in the event of a change of supplier, to the extent that the same platform is used by the new supplier.
   
   
3. In connection with all tasks, the time consumption and estimate for the development period must be estimated by the supplier and approved by FUSION before commencing the tasks. If the supplier determines that the task cannot be delivered within the timeframe or agreed deadline, FUSION must be informed immediately so that FUSION can assess the extent of the changes, including whether it necessitates modifying, terminating, or carrying out the task under altered conditions.
   
   

Updates 

1. The default expectation is that the supplier is obligated to ensure that FUSION is always updated to the latest version of the system and application software used, including the continuous installation of all security patches as they are released. If the system does not support automatic updates, it is the supplier's responsibility to notify FUSION of the required updates, including providing comprehensive information about the advantages/disadvantages and cost of the updates.
   
   
2. This must be done either during the agreement establishment or prior to the implementation of updates. Updates that relate to or may affect integrations must be notified at least 6 weeks in advance, and the supplier is obligated to postpone updates if necessary to ensure that it does not affect the integrations used by FUSION.

Testing / Downtime / Troubleshooting 

1. Suppliers to FUSION commit to ensuring an uptime of at least 99.98% for unplanned downtime measured over a continuous period of 30 calendar days.
   
   
2. Planned downtime must be scheduled in a way that minimally disrupts FUSION's operations, such as during evenings, nights, or Sundays, depending on the system.
   
   
3. FUSION expects that updates/adjustments are tested by all parties to a level where errors are not encountered in test scenarios, and there is a mutual agreement to go live prior to the supplier's installation of updates/adjustments.
   
   
4. If FUSION experiences errors or irregularities in the daily operation of the systems provided through the supplier, FUSION is obligated to document this with screen recordings or other relevant information. It is then the supplier's full responsibility to thoroughly troubleshoot the issue. The time spent on troubleshooting/rectifying the error rests solely with the supplier unless the supplier can demonstrate that the error may be attributed to external events/circumstances. Therefore, the supplier is responsible for ensuring that systems/applications can operate without errors on the servers provided by the supplier and that the systems are accessible to customers/users via the internet. FUSION's internet service provider is obligated to ensure that the connection from FUSION to the internet is functional and must establish an alternative connection option in the event of primary connection failure. 
   

System Speed 

1. Since FUSION does not opt for the cheapest platforms but prioritizes reliability and quality, FUSION expects suppliers to maintain best-in-class system response times.
   

Security and Backup 

1. Suppliers to FUSION must be able to demonstrate that appropriate initiatives and setups have been implemented to prevent unauthorized access to all systems. It is a requirement to maintain a high level of security for the customers/users utilizing the system.
   
   
2. The supplier is obligated to inform FUSION of the security plans it employs in the event of an attack. This includes the supplier's obligation to disclose the prepared initiatives and setups to switch to a fully redundant backup system that can ensure continued operation during such period.
   
   
3. Suppliers to FUSION must have backup systems in place that automatically create 14 days' worth of daily backups for all data, and the supplier is responsible for ensuring that the backups can be loaded at the desired time specified by FUSION.
   
   
4. It is the supplier's responsibility to ensure the functionality of the backup system, and if the backup cannot be loaded due to errors, the supplier may be held liable for all costs associated with the restoration of systems/data, including FUSION's internal expenses related to system/data restoration.
   
   
5. The supplier must perform periodic sample tests of the backup at least once per quarter and is obligated to document that restores can be performed based on the backups created by the supplier.
   

GDPR 

1. The systems used by suppliers and their processing of data as data processors for FUSION must at all times comply with the Data Protection Act and the General Data Protection Regulation, along with any amendments that may be adopted. The supplier's handling of data must be in accordance with the guidelines continually issued by the Data Protection Authority.
   

Support Response 

1. Time In the event of critical errors affecting operation, FUSION expects full attention, and all other tasks should be set aside to ensure that FUSION's systems and applications are always fully functional.
   
2. The supplier must provide an emergency contact method for FUSION outside of general support if operational errors arise and FUSION cannot directly engage with support. This emergency contact could include mobile phone numbers for multiple authorized individuals at the supplier. Additionally, emergency contact could also be conducted through LinkedIn/Messenger/Slack. FUSION must have the option to use this emergency contact method as it is crucial for FUSION to restore the system and operations as quickly as possible to minimize losses for FUSION and disruptions for customers/users of the system. It is assumed that the supplier will work continuously to rectify errors that affect the operation of the systems and applications used by FUSION.
   
3. For general inquiries, a response time within 24 hours is expected.

These guidelines are subject to ongoing updates.

Updated on May 17, 2023.

In connection with development work or similar activities, the following statement may be included in the supplier's proposals:

"The supplier confirms that all rights to the developed software belong to FUSION in accordance with section 1 of the Guidelines for IT Collaboration with Fusion ApS"