Don’t send a licence agreement to do a service agreement’s job

In recent years, many software vendors have changed over from a traditional licensing model (where software is installed on their clients’ computer systems) to a “cloud” model in which they provide a hosted service.

However, I regularly see contracts from these “traditional-to-cloud” vendors that have clearly not changed from the days when they were licensing locally-installed software. The agreements continue to read as if customers will have the software installed on their own systems, and fail to address the fact that the software is now being provided as a hosted service.

This has a number of consequences:

1. Service levels aren’t clearly agreed

A traditional software licence will not cover issues such as availability and uptime. This can lead to disputes where there is a mismatch between the customer’s expectations of a 100%, 24 x 7 x 365 service, and what the service provider can actually deliver.

In short, the contract fails at one of its fundamental purposes: setting out what the supplier has agreed to provide and the customer has agreed to pay for.

2. Customer misuse isn’t addressed

A traditional licence will often require the customer not to reverse-engineer or decompile the software or not to install it on unauthorised hardware – actions that are literally impossible with a cloud-based service. However, it may not concern itself with the everyday use the customer makes of the software: whether the customer is breaching data protection laws or third-party intellectual property rights.

However, a hosted service provider is taking responsibility for holding customer data. That data may infringe other people’s rights. Even if it doesn’t, the provider is still exposing itself to liability for taking proper care of its customer’s data, in a way in never did previously.

The customer’s users may also engage in other misuse, using the system to transmit illegal or unethical material that can cause reputational damage or legal liability for the service provider.

If the contract fails to take account of these issues, the service provider could face significant legal exposure.

3. Liability may not be limited

Limitation of liability is a critical contract provision for most suppliers. In order for the supplier to be protected as intended, any limitation of liability provisions need to be drafted so they actually cover the type of liability that might arise, and in most cases they need to be reasonable in their scope.

The risks to the supplier under a service provision arrangement are very different from those in a software licence. The supplier will be hosting the customer’s data and will be responsible for maintaining continuity of access, in a way that is unlikely to have been the case under a software licence.

If the limitation of liability do not take all that into account, the supplier could end up facing unlimited liability should any problems arise.

4. Deals are delayed

Where a contract is inappropriate, customers are more likely to question the terms and push back for changes. The process of agreeing the contract becomes more protracted – it may even result in the service provider carrying out large amounts of work “on risk”, as the contract continues to be negotiated.

Setting out reasonable terms that reflect the reality of what is being provided are the best way to ensure that contracts can be concluded quickly, without the legal tail wagging the commercial dog.

5. It just looks bad

If you went to rent a house, and the landlord produced a contract saying that they were selling it to you, you’d object. The difference between licensing software and provided a hosted service is no less fundamental, and a contract that fails to recognise this can leave both the service provider and client exposed.

As a result, using the wrong type of contract can cause reputational damage to a service provider. Customers are left with the impression that the service provider doesn’t really understand the business that they’re operating.

Conclusion

Whether software is being licensed or provided as a hosted service, agreeing the contract should be neither box-ticking nor an exercise in legal pedantry.

What counts is making sure that the contract reflects reality and deals appropriately with the key risks for each party – and that the process of agreeing the contract (often at least as important as the contract itself) flushes out issues that might otherwise cause problems down the line, and doesn’t become an obstacle to concluding the deal.

“I have read, understood and agree to… unfair treatment?”

Go to almost any website selling goods or services online, and at some point in the transaction process you are likely to find a statement along the following lines:

I confirm that I have read, understood and agree to the terms and conditions [link].

The FSA has released a guidance note (PDF) stating that, in their view, this declaration is “unfair” under the Unfair Terms in Consumer Contracts Regulations 1999 (“Unfair Terms Regulations”). As the FSA put it:

Firms should draft contracts in plain and intelligible language and must also give consumers a proper opportunity to read all the terms of the contract. Consumers should check the details of the contracts they enter into. But a contract term requiring consumers to declare that they have read and understood the terms of the contract is likely to be unfair because it binds customers to terms which, in practice, they may not have any real awareness of.

While this guidance relates specifically to financial services, it is consistent with the OFT’s guidance on consumer contracts generally. Online sellers, especially those dealing with consumers rather than business customers, should therefore consider wording along the lines of the FSA’s proposed alternative for such declarations. For an online seller this might read:

These are our standard terms and conditions [link] upon which we intend to rely. For your own benefit and protection you should read these terms carefully before signing them. If you do not understand any point please ask for further information.

Sellers should also ensure that they review their online consumer contracts carefully to ensure the terms themselves comply with the Unfair Terms Regulations. To assist in this, the OFT has produced a number of guidance documents. These include their Unfair Contract Terms Guidance (PDF) and its annexes giving specific examples of unfair terms (PDF), as well as specific guidance for a number of sectors.

Disclaimed?

One of the most unloved (and unread) features of commercial websites, the “disclaimer”, may have been given a new lease of life by a recent court decision which appears to have endorsed a disclaimer as a means of avoiding liability for inaccurate statements made on a website. However, in my view this case is not an endorsement of website “small print” so much as a sensible refusal by the courts to impose costly duties of care on websites providing information to the public.

Gary and Karen Patchett were suing the Swimming Pool and Allied Trades Association (SPATA) after their swimming pool contractor – whose details they had obtained from SPATA’s website – ceased trading. The Patchetts claimed that SPATA’s website had failed to make it clear that the contractor was only an “associate member”, and thus not covered by SPATA’s insurance scheme.

The court held that SPATA did potentially owe a duty to the Patchetts, as the site was directed only to those planning to have swimming pools installed rather than the general public at large. However, SPATA was not liable, because (as Lord Clarke put it in his judgment), “when the website is read as a whole, it urges independent enquiry” before people made a buying decision.

In particular, Lord Clarke singled out the following statement on the site:

“SPATA supplies an information pack and members lists which give details of suitably qualified and approved installers in the customer’s area. The pack includes a Contract Check List which sets out the questions that the customer should ask a would-be tenderer together with those which must be asked of the appointed installer before work starts and prior to releasing the final payment.”

Had the Patchetts requested the information pack and members list, they would have seen that their contractor was not a full member of SPATA, and hence SPATA were not liable for the inaccurate statement on their website.

What are the implications of this for businesses with websites providing information to the public?

1. Don’t panic

Many lawyers will be taking this opportunity to encourage their clients to review their website “disclaimers”, warning them of the dangers this case poses to those who fail to do so.

However, the first lesson to draw from this case is the courts’ reluctance to impose a duty of case on website owners to those using their sites, even where a website is directed towards a specialised audience who are likely regard it as authoritative (as in the case of SPATA).

2. Be alert

That said, the case does show the need to ensure information on commercial websites is kept accurate. SPATA may have fought off the Patchetts’ claim, but the inaccurate and misleading information on their website will have cost them dearly in legal costs (not all of which they will be able to recover from the Patchetts), lost management time and adverse publicity.

SPATA were not saved by a legalistic disclaimer buried on an obscure corner of their website. Looking at their 2006 site on the Internet Archive, the statement about their information pack was set out on the first-linked page from their welcome page. There is every reason (including a famous Lord Denning judgment) to believe that the courts will look less favourably at the sort of small-print verbiage lurking on many sites behind the “Terms and conditions” link.

The lesson is not “rely on your lawyers” but “make sure you are clear and accurate in the first place”.

3. Follow the money

A final practical observation. The reason SPATA ended up in court was, in the end, because the Patchetts’ contractor had gone bust and had no money with which to compensate them. SPATA did have resources to meet a claim, and hence the Patchetts (quite reasonably) sought redress from them.

Even if your involvement in a transaction is pretty tangential – there was no direct contact between the Patchetts and SPATA, beyond Mr Patchett’s accessing their website – if you are the “last person standing” with any money, then you may well be a target for legal action. As observed above, this is a far from pain-free experience even if you eventually win.

This should concentrate businesses’ minds on making sure they get their website content right. It is notable that, looking at SPATA’s current website, they appear to have concentrated on removing room for misunderstanding rather than adding legalistic disclaimers.

That strikes me as the right approach – but (and you knew this was coming, didn’t you?) my firm’s insurers will want me to emphasise that (like everything else on here) this is my personal view and should not be relied upon as legal advice!

Getting the “red ink” out

There are some interesting parallels between construction contracts and IT contracts. Both types of contract often involve large expenditures in a project whose final outcome and parameters are not always clear. Both involve an interplay between how the project proceeds on an ongoing basis, and how the final delivery can be assessed and accepted. The resulting contracts are often highly complex, and negotiated against tight deadlines. And there are real dangers of the responsibility for important provisions falling between the “legal” and “commercial” representatives for a party.

A dispute involving the housebuilder Persimmon Homes shows the problems that can arise where a contractual clause in a complex contract turns out, once a dispute arises, to be far less clear than the parties may have assumed when the agreement was signed. Persimmon bought a development site in Wandsworth from a company called Chartbrook Limited. The agreement included provision for an additional payment to Chartbrook were Persimmon to achieve a higher price than anticipated for the residential units it built on the site. This “Additional Residential Payment” (ARP) was defined as:

23.4% of the price achieved for each Residential Unit in excess of the Minimum Guaranteed Residential Unit Value [MGRUV] less the Costs and Incentives.

Now, what does this clause mean in practice? Chartbrook and Persimmon soon came to blows over this, with starkly differing interpretations. Chartbrook argued that a literal interpretation of the clause meant that it should receive a total ARP of £4,482,862 – almost doubling the original price paid by Persimmon for the land. Persimmon argued that, taking the commercial purpose of the clause into account, the ARP should come to £897,051 – a healthy top-up to reflect the prices achieved for the flats, but now the near-100% uplift sought by Chartbrook.

The usual position in English law is that the literal interpretation of the contract should be followed, and this is the position followed by the High Court and Court of Appeal in the earlier stages of the case. However, when the case reached the House of Lords (whose judgment was issued this week), Lord Hoffman took a very different view.

Lord Hoffman argued that “something must have gone wrong with the language” in the ARP clause, and argued (on the basis of previous cases) that:

In such a case, the law did not require a court to attribute to the parties an intention which a reasonable person would not have understood them to have had.

“To interpret the definition of ARP in accordance with ordinary rules of syntax makes no commercial sense”, Hoffman continued. It was therefore open the court to apply “red ink” to the contract, rejigging the wording so that it accomplished what the court took to have been the parties’ mutual intention. He continued:

There is not, so to speak, a limit to the amount of red ink or verbal rearrangement or correction which the court is allowed. All that is required is that it should be clear that something has gone wrong with the language and that it should be clear what a reasonable person would have understood the parties to have meant.

There are a number of lessons for those involved in negotiating complex commercial agreements, not least IT contracts, to take from this:

  1. Those drafting clauses of this nature would probably be advised to make sure the agreement makes some reference to the commercial purpose for the clause. It is now clear that the courts will take this into account and, where the actual wording of the contract is wildly at odds with the stated purpose, may allow the commercial purpose to override the literal wording.
  2. One point not mentioned by the court, but which is apparent from the wording of the ARP clause: this looks like an attempt to turn a mathematical formula into legal text. In the process, “something has gone wrong”, as Lord Hoffman put it. There is a reason why mathematicians abandoned prose centuries ago in favour of formulas, and lawyers would do well to learn from them. Where a mathematical formula needs to be applied, why not just put that in the contract rather than attempting a translation into legal prose?
  3. I have no idea of the circumstances in which the ARP clause was worded, but my mental picture is of a hard-fought negotiation, possibly going well into the night, in which words were added into and out of the clause, but no-one had the time or presence of mind to try to put a few numbers through the clause to see if it worked. Those circumstances are almost unavoidable – but lawyers in particular would do well to try to keep a cool head when involved in such negotiations. While Persimmon may have won this case, the possibility that they might lose this dispute – at a cost of over £3.5m in additional ARP – may well have caused their lawyers a few sleepless nights, not to mention a claim on their PI insurance.
  4. Finally, does this case (as some have suggested) strike a blow against certainty of contract? This case does provide another weapon for commercial litigators to employ when faced with a clause whose literal interpretation is deeply unhelpful for their client. However, Lord Hoffman’s judgment makes it clear that the court will only depart from the literal interpretation where the literal wording “appear[s] arbitrary and irrational”, not where it merely represents a “bad bargain” for one party.

Tracking the terms

One of the perceived advantages of cloud computing services is the ability of service providers to update and upgrade their software in a seamless manner, without having to install new software on customers’ systems.

Unfortunately – from the point of view of customers – the same can apply to service providers’ terms of business, particularly on consumer-facing services where no written contract is in place. Many major websites routinely alter their terms of business, privacy policy and other key policies, and it is often difficult for users to see what changes have been made since they signed up. This has led to controversy on a number of occasions, such as when Facebook was forced to withdraw changes it had introduced, after protests by users.

The Electronic Frontier Foundation (EFF) has now set up a new site, TOSBack.org, to track these changes in policy on a range of major websites, including Apple, Amazon, Facebook, eBay and Google. It’s somewhat US-centric, but a number of the terms and policies listed will be relevant to UK users.

UK businesses need to bear in mind that the technical ability to change their online terms is not necessarily matched by the legal ability to enforce those terms. Terms in consumer contracts allowing unilateral variations to the terms are likely to be invalid under the Unfair Terms in Consumer Contracts Regulations 1999 unless they are carefully drafted (see the OFT’s very helpful guidance on the Unfair Terms Regulations). Any change which adversely affects consumers’ rights is likely to be unenforceable, and may also give rise to harmful publicity, as experienced by Facebook.

How healthy are your software licences?

The Business Software Alliance is promoting a “Software Health Check” – a software licensing “self-audit” scheme to encourage businesses to ensure they have valid licences for all the software they use (and for all the ways in which they use it).

Software licensing can be highly complex, especially as virtualisation, multi-core processors and outsourcing transform how companies use their IT. There are probably few companies that are 100% licensed for all the software they use.

Of course, there is another side to the BSA’s initiative. I’ve noticed a trend in recent months for software companies to approach their customers demanding an audit of their licensing, and this voluntary self-audit scheme probably has a similar motivation: namely, software owners making extra efforts to ensure they receive their full entitlement of licensing and support income from existing customers, in a climate where new business is harder to come by.

And the BSA’s website includes prominent links for those wishing to “report piracy”. Again, this may be an important area of exposure for many businesses, as layoffs (not least in IT departments) may prompt disgruntled ex-employees to report their former employers for use of unlicensed (or “under-licensed”) software.

So it’s highly recommended that businesses take the hint and review their software licensing position. However, they should take care to note that each software licence needs to be considered on its own terms, and will need looking at particularly carefully if:

  • they are using software in a “non-traditional” way (such as virtualisation, remote access or “in the cloud”); or
  • they have grown significantly as a business since entering into their software licence agreements.

If in doubt (and you knew this was coming, but it needs saying anyway!): talk to your lawyers to check you are within the terms of your licences, and certainly talk to them (and quickly) if the BSA comes knocking on your door.

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