Terms and conditions.

Version of 18 September 2026. These terms apply to any service provided by Eramis — Technologies & IT Services, Grand Rue 42, 1820 Montreux (“Eramis”) to its clients, businesses or private individuals (“the client”).

1. Purpose

Eramis provides IT services: IT support remotely or on site, managed IT services and maintenance, network installation, security, backup and hosting, email, telephony, supply and installation of hardware, audit and consulting. A project or a monthly plan is described in a written offer, which specifies what is included and what is not; a one-off intervention is billed by the hour, at the published hourly rate.

2. Quotes and orders

Indicative prices, excl. VAT where applicable. Only the written offer, made after a first conversation, is binding.

The prices published on the site are starting prices, preceded by “from” and given for information only: they do not constitute an offer and are not binding on Eramis. Only the written offer, made after a first conversation, is binding. The quote is valid for thirty days; the price of hardware follows the supplier’s price on the day of the order. The order is firm on receipt of the signed quote, or its written acceptance by e-mail, and of payment of the deposit if one is provided for. Any request outside the agreed scope is subject to an additional quote before being carried out.

3. Interventions

One-off interventions are billed by the hour, at the hourly rates shown on the website on the day of the intervention, billed per quarter hour; on site, the first hour is charged in full. A client holding a Maintenance or Support plan benefits from the “under contract” hourly rate for anything their plan does not include. Private clients have their own hourly rates; the Check-up, the repair plans and the maintenance plans give them access to the “under contract” rate. Other services (servers, NAS, network, migrations, audits, training, projects) are subject to a quote. An estimate is given before starting; if it is going to be exceeded, Eramis stops and asks for the client’s agreement. A diagnosis concluding that repair is impossible is billed for the time spent. Travel and any intervention outside office hours are announced before the intervention, never afterwards. Remote takeover only takes place with the agreement of the person in front of the screen. Each intervention is followed by a written report.

4. Prices and payment

Prices are in Swiss francs; any applicable VAT is shown on the quote and the invoice. Call-outs are payable within thirty days, or in cash for private clients. For a project, unless otherwise stated on the quote, a 30% deposit is due on ordering and the balance at the end of the work; hardware is payable on ordering. In the event of late payment, Eramis may suspend its services after a written reminder has remained unanswered for ten days.

5. Monthly plans

Monthly plans (Maintenance and Support for businesses, support plans for private clients) and other recurring services (backup, server management, telephony) are invoiced at the start of each month. The size of a Maintenance or Support plan depends on the number of workstations in use; if it changes, the plan is adjusted from the following month; beyond fifty workstations or for several sites, a tailored offer is drawn up. They are concluded for a minimum term of twelve months, then renewed for successive twelve-month periods, unless written notice of termination is received before the end date, in accordance with the notice period stated in the written offer. The Check-up and the repair plans for private clients are not subscriptions: they are invoiced once the service has been provided. Maintenance plans include no support time. Support plans and certain support plans for private clients include a cap of hours or minutes per month, billed per quarter hour, remotely or on site depending on the plan; each cap is stated. This time covers everyday use, i.e. incidents and questions about the covered workstations, accounts and software, for the client’s users, during opening hours; tickets can be opened at any time. It does not include: projects and changes, training, hardware and devices outside the contract or personal ones, business software from third-party vendors (Eramis coordinates with the vendor, the time being counted), restoration after a disaster or an attack, and any request exceeding one hour in a row, which is priced beforehand. Unused time is not carried over from one month to the next; beyond the included time, the applicable hourly rate (businesses: “under contract”; private clients: “under contract”) applies, the client being informed before the intervention continues. On-site visits included in a Maintenance plan cover the time of the agreed visit, and no more. Servers, NAS and licences are not included and are subject to a quote. On termination, Eramis hands over the up-to-date documentation and all access credentials, uninstalls its tools, keeps the backups available for thirty days, then deletes them.

6. Hardware and licences

Hardware sold remains the property of Eramis until paid in full. It is covered by its manufacturer’s warranty, on the manufacturer’s terms; Eramis handles warranty claims for the hardware it has supplied, the time spent being billed if it is not covered by a monthly plan. Third-party software and services (Microsoft, software vendors, carriers) are subject to their vendor’s terms, and licences are issued in the client’s name. Before any trade-in, recycling or transfer, data storage media are irreversibly erased.

7. Client’s obligations

The client provides access to the premises, equipment and information required, appoints a point of contact, and reports any anomaly without delay. The client holds valid licences for the software they use. The client remains responsible for the content of their data, for compliance with the laws applicable to their business, and for applying the security recommendations made to them in writing.

8. Data and backups

Before any work on a device, the client ensures they have an up-to-date backup of their data, or asks Eramis to make one. Without a backup contract concluded with Eramis, backing up data is the client’s responsibility. Where such a contract exists, Eramis implements, monitors and tests the backups in accordance with the quote; it is not liable for data that the client has placed outside the backed-up scope. Data recovery from a faulty medium is an obligation of means, with no guarantee of result.

9. Confidentiality and access

Eramis only accesses the data necessary for the service and treats it as confidential, including after the end of the contract. Passwords and administrative access are stored securely, recorded in the client’s documentation and handed over to the client on simple request. They belong to the client.

10. Defects

The client reports without delay any defect in an installation or repair carried out by Eramis; Eramis remedies it within a reasonable time when the defect is attributable to it. Not covered are changes made by the client or a third party, wear and tear, hardware failures that are the manufacturer’s responsibility, or malfunctions of external services (operator, vendor, third-party host). Penetration tests are carried out by a specialist partner, on a scope and with an authorisation set out in writing by the client.

11. Liability

Eramis undertakes to use appropriate means. No security measure offers absolute protection: Eramis cannot guarantee the absence of intrusion, malicious software or data loss. Its liability is limited to the amount of the service concerned or, for a monthly offer, to the sums invoiced over the last twelve months; it is excluded for indirect damage, loss of business and in cases of force majeure, subject to wilful misconduct and gross negligence.

12. Personal data

Eramis processes the data of the client and its users in accordance with the Federal Act on Data Protection (nFADP), solely in order to perform the services, and concludes a data processing agreement where the law requires it. Data hosted by Eramis is hosted in Switzerland. Our privacy policy gives the details.

13. Applicable law and jurisdiction

These terms are governed by Swiss law. The place of jurisdiction is Montreux, subject to mandatory legal provisions, in particular those in favour of consumers. The parties first seek an amicable solution before taking any action.