Terms and conditions

Operating agreement / SLA

This operating agreement regulates the relationship of responsibility and the delivery of operating services for WordPress or similar systems between the Supplier and the Customer.

In general

The supplier

Techspace Solutions AS, organization number 925 353 086, with address Rolf Hofmos gate 24, 0655 Oslo, is considered a Data Processor in accordance with the GDPR. In the customer relationship, the Supplier is both Data Processor and Data Controller.

Our customers

The Customer, either a natural or legal person, is considered a Controller under the GDPR.

The service

The Supplier reserves the right to make changes to the Service without prior notice. Such changes will not affect already paid periods. 

Storage of customer information

The Supplier only stores necessary information about the Customer for billing and business contact purposes. The Customer acknowledges that the data of the Supplier's customers is kept separate from the Customer's own data and secured through encrypted communication.

Storing and securing customer data

All data is stored within the EU/EEA unless otherwise explicitly agreed between Supplier and Customer. The Customer's data is secured through robust security routines, and the Customer or their authorized representative has the right to request access to the security routines and conduct spot checks as agreed. Any costs associated with such spot checks will be covered by the Customer.

Duty of confidentiality

The Supplier undertakes to treat information stored in the Service or information about the Customer confidentially and not to share this information with third parties.

The customer's responsibility for their own data

The Customer is responsible for ensuring that all information and data uploaded to or processed through the Service complies with applicable laws and regulations. This includes, but is not limited to, privacy legislation and copyright provisions.

Customer data upon termination of the customer relationship

Upon termination of the customer relationship, all data belonging to the Customer will be deleted within 90 days of the termination of the customer relationship, unless the Customer requests earlier deletion. The Customer acknowledges that customer data may exist in older backups, and these will be rotated out over time.

Subcontractors

The Supplier uses DigitalOcean and Amazon Web Services as subcontractors for the storage of data, unless otherwise explicitly agreed between the Supplier and the Customer. Data is stored within the EU/EEA, and the subcontractors operate in accordance with GDPR.

Agreement

Conclusion of contract

The agreement comes into force when the Customer accepts the offer and receives confirmation by e-mail or by completing the order form.

Termination of the agreement by the Customer

The customer has the right to terminate the agreement at any time. Upon termination, the agreement will expire on the last day of the current month, with refunds for any unused periods.

Termination of agreement by the Supplier

The Supplier has the right to terminate the agreement immediately and without justification. In the event of termination, the Supplier undertakes to deliver the Customer's content electronically and repay any expenses for the unused part of the agreement period.

Payment options

Payment and subscription

The service must be prepaid for six months at a time, unless otherwise explicitly agreed.

Invoice

Invoices are issued in the first quarter of the six months with a payment deadline of 14 days.

Change of price

The Supplier reserves the right to change prices with reasonable notice.

Non-payment

In the event of non-payment, the Supplier reserves the right to close the service without prior notice. In order to reopen the service, a fee of NOK 1500 will be incurred.

Ownership

Contents

All content uploaded by the Customer remains the property of the Customer. The Customer is responsible for complying with all relevant laws and regulations relating to this content. In case of violation of laws, the Supplier reserves the right to shut down the service immediately.

Controversial content

The Supplier reserves the right to close the service if the content violates Norwegian law or the Supplier's standards. Examples of such content include racism and pornography.

Data traffic 

The permitted amount of data traffic is specified per subscription. The customer will be notified if the traffic limit is exceeded.

E-mail

It is not permitted to use outgoing email servers or web servers for mass mailings. Activity that leads to blacklisting of outgoing email servers may result in closure of the website.

User support

All services include email support. Telephone support is only available in emergencies, unless otherwise agreed.

WordPress support

Assistance to the Customer in resolving issues related to standard WordPress functionality. The Supplier will make a best effort to support extensions and templates, but troubleshooting in self-produced code is not included. Support includes identifying the problem, reviewing error logs on server and browser, and searching relevant resources for solutions. Simple errors that can be resolved will be done as part of the subscription.

Support Platform

All customers have free user support for the platform services, including backup, cache, firewall, sftp, etc.

User support and further development on other solutions

Support and further development for solutions other than WordPress will be invoiced per hour at the applicable hourly rate, unless otherwise agreed in writing.

Response times

Email inquiries will be answered within 24 hours. During holiday periods, telephone service may be limited. All email inquiries will be answered within 1 business day, unless otherwise agreed.

Troubleshooting

Troubleshooting of service-impeding problems must begin within 2 hours of receiving the request. Minor faults must be started within 1 working day of receiving the request.

Hacker guarantee

The Supplier guarantees free cleaning of WordPress sites for hacker infections on the condition that the Customer keeps WordPress, templates and extensions up to date. The guarantee applies regardless of the Customer's subscription type. The warranty lapses if the Customer opens its own backdoors to the outside world, uses weak passwords that are broken by brute force attacks, or if the website was hacked before it was moved to the Supplier's servers. The Supplier reserves the right to shut down a website that has been hacked until it has been cleaned of infections.

Updating WordPress, extensions and templates

All subscriptions include an update of WordPress. At the same time, all available extensions and templates will be updated. After the update, the Supplier will perform a visual check to ensure that everything works as expected. If problems are detected, the Supplier will reset the website and inform the Customer.

Operation

Backup

The Supplier undertakes to make a backup every night and store all data for up to 6 days.

Recovery of data

Recovery of data will be carried out free of charge in the event of data loss not caused by the Customer or failed updates of WordPress, extensions and templates.

Guaranteed uptime

The Supplier undertakes to ensure safe operation of the servers. The service shall be in operation 24 hours a day, with the exception of necessary maintenance. The Supplier guarantees 99% uptime over one month. In the event of downtime beyond this, credit will be given to the Customer. The credit percentages are as follows: 98% uptime gives 25% credit, 95% uptime gives 50% credit. Planned maintenance, errors in WordPress or plugins, errors by the Customer and force majeure are not considered downtime in this context.

Transfer/resale

Our customers

The Customer may not transfer obligations or rights to a third party without the Supplier's written consent.

The supplier

The Supplier may transfer all obligations and rights in the Agreement to third parties.

Liability for damages

The Supplier is only liable for damages in the event of gross negligence, and the liability is limited to the amount the Customer has paid for the service over the last three months, calculated from the time of the damage. The Supplier is not liable to any third parties.

Force Majeure

If the service cannot be provided in whole or in part due to circumstances beyond the Supplier's control, this releases the Supplier from its obligations for as long as the circumstances last. Such circumstances include, but are not limited to, hacker attacks, strikes, political decisions and line failures in the telecommunications network.