Clear contract structure: easier administration when purchasing SURF services
We are working hard to organise ourselves so that our members can purchase and manage services from SURF in a clear, unambiguous way. You will notice this in various ways. One is the new contract structure within which you purchase services from us.
New contract structure
Until now, different contracts and conditions have applied to all services, which of course is not favourable to overview and simplicity of administration. For us but especially for our customers. Therefore, a we have developed a new contract structure containing all the legal agreements around SURF services. This was approved by the SURF Members' Council in June 2022.
Balance of interests
For the new contract structure, together with our members, we struck a balance between the interests of the cooperative as a collective and the individual interests of a customer in its customer-supplier relationship with SURF.
The general terms and conditions of delivery thus created are the same for all customers. Changes are only made with the approval of the Members' Council. Supplements and/or deviations may apply to specific services. This is then explicitly stated in the relevant service agreement.
Even under the new contract structure, SURF will continue to make every effort to ensure the quality of the services and the achievement of the specified service levels.
One framework agreement, a service agreement for each service
What does the new structure look like? There will be one framework agreement and general terms and conditions of delivery for all SURF services, including general processing agreements. We will also draw up a service agreement for each service in accordance with a single standard. This agreement consists of various specifications for that service, as you can see in the image below.
Towards more transparent SURF services
In 2020, we launched 1SURF. While all our services continued as usual, we set up a renewed organisation. As a first result, we delivered the SURF Strategy 2022-2027. Now, we are now delivering a number of service harmonisation projects, amongst which is the 'Clear contract structure' project.