Terms and conditions

Service Level Agreement (SLA)

This operating agreement regulates the liability and 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 under the GDPR. In the customer relationship, the Supplier is both a Data Processor and a Data Controller.

Customers

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

The service

The provider reserves the right to make changes to the service without prior notice. Such changes will not affect periods for which payment has already been made.

Storage of customer data

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

Storage and protection of customer data

All data is stored within the EU/EEA unless otherwise explicitly agreed between the Supplier and the Customer. The Customer’s data is protected by robust security procedures, and the Customer or their authorised representative is entitled to request access to these security procedures and to carry out spot checks by prior arrangement. Any costs associated with such spot checks will be borne by the Customer.

Confidentiality

The Supplier undertakes to treat any information stored in the service or relating to the Customer as confidential and not to disclose such information to third parties.

The customer’s responsibility for their own data

The customer is solely responsible for ensuring that all information and data uploaded to or processed via the service complies with applicable laws and regulations. This includes, but is not limited to, data protection 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 be present in older backups, and these will be rotated out over time.

Subcontractors

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

Agreement

Conclusion

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

Termination of the agreement by the Customer

The customer is entitled to terminate the agreement at any time. Upon termination, the agreement will expire on the last day of the current month, with a refund for any unused periods.

Termination of agreement by the Supplier

The Supplier is entitled to terminate the agreement immediately and without giving any reason. In the event of termination, the Supplier undertakes to deliver the Customer’s content electronically and to refund any costs incurred for the unused portion of the contract period.

Payment

Payment and subscription

The service must be paid for in advance for six months at a time, unless otherwise expressly agreed.

Invoice

Invoices are issued in the first quarter of the six-month period, with a payment deadline of 14 days.

Price change

The supplier reserves the right to change prices at reasonable notice.

Non-payment

In the event of non-payment, the Supplier reserves the right to suspend the service without prior notice. A fee of NOK 1,500 will be charged to reactivate the service.

Ownership

Contents

All content uploaded by the Customer remains the Customer’s property. The Customer is responsible for complying with all relevant laws and regulations relating to this content. In the event of a breach of the law, the Supplier reserves the right to suspend the service immediately.

Controversial content

The Provider reserves the right to suspend the service if the content contravenes Norwegian law or the Provider’s standards. Examples of such content include racism and pornography.

Data traffic

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

Email

It is not permitted to use outgoing mail servers or web servers for mass mailings. Activity that leads to outgoing mail servers being blacklisted may result in the website being taken offline.

User support

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

WordPress Support

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

User Support Platform

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

User support and further development of other solutions

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

Responstider

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

Feilsøk ved tjenestehindrende problemer skal starte innen 2 timer etter mottatt henvendelse. Mindre feil skal påbegynnes innen 1 virkedag etter mottatt henvendelse.

Hacker-garanti

The Supplier guarantees free cleaning of WordPress sites for hacker infections provided that the Customer keeps WordPress, templates and extensions updated. The guarantee applies regardless of the Customer’s subscription type. The guarantee is void 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 close a hacked website until it has been cleaned of infections.

Updating WordPress, extensions and templates

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

Drift

Backup

The supplier undertakes to take backups every night and store all data for up to 6 days.

Data recovery

Data recovery will be performed free of charge in the event of data loss not caused by the Customer or failed updates to WordPress, extensions and templates.

Guaranteed uptime

The Supplier undertakes to ensure the secure operation of the servers. The service shall be operational 24 hours a day, except for necessary maintenance. The Supplier guarantees 99% uptime over a 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. Scheduled maintenance, errors in WordPress or plugins, errors by the Customer and force majeure are not considered downtime in this context.

Transfer/Resale

Customers

The Customer may not transfer obligations or rights to third parties without the written consent of the Supplier.

The supplier

The supplier may transfer all obligations and rights in the agreement to a third party.

Liability

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 in the last three months from the time of the damage. The Supplier is not liable to any third parties.

Force Major

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 persist. Such circumstances include, but are not limited to, hacker attacks, strikes, political decisions and line failures in the telecommunications network.