1. Me / Us: An authorised representative of “Nörtti paikalle”
2. You, The Client: the one who contacts us.
3. Your email address: The email address you initially contacted us with. Either via the contact form, or used when creating a ticket.
4. Your case / your request: The reason for which you have contacted us.
5. The work: The time, skills, and resources used in resolving your case. A ticket is required before I start work on your behalf
6. Working time: The amount of elapsed time I actively spend on your case.
7. The outcome: The end result of my work on your case.
8. A ticket: Managed by an osTicket ticketing system, and contains the information regarding your case, the work done, the work time, the outcome. Creating a ticket requires certain personal information.

The following information will be needed from you in order to work on your case, and send invoices.

1. First name and family name.
2. A valid email address
3. A valid phone number
4. A valid postal address
5. For entrepreneurs or businesses, a valid company or VAT number.

From time to time, I will also send via email:

• information about the updates to these Terms & Conditions.
• information about my services, products and offers.
• seasonal greetings.
• links to blog posts which I have written which may be of interest to you.

You can of course unsubscribe at any time. If you do unsubscribe, you should take it upon yourself to periodically check for updates to these Terms.& Conditions.

The following system may hold your personal information, and emails may be sent from them:

• Cal.eu scheduling
• Nörtti paikalle email hosted on Microsoft servers.
• osTicket support system hosted on my own (Krystal) servers.
• Osuuspankki.
• sender.net.
• Stripe.
• Zapier.

Your personal information will treated in the strictest confidence and not sold or passed knowingly to any third party without your consent.

1. A work request (ticket) is required before I start work on your behalf
   • Create at https://tuki.norttipaikalle.fi
2. Creating a ticket assumes that you have read, and agree to, these Terms and Conditions.
3. The work request must have all the information needed to start work. The more specific, the better. This includes, and is not limited to :
   1. A full and clear description of the or issue or work request.
      • What isn’t working.
      • When did the issue occur
      • A list of all the affected systems
   2. Access to all the systems involved at least 14 working days before any deadlines or milestones.
      • For critical issues this should be immmediate.
   3. Specific points / areas of interest to be worked on / examined.
4. Creating the ticket is free of charge
5. Tickets will be for a single issue, or task.
   • When a ticket contains more than more request, task, or issue, Nörtti paikalle will create extra tickets to handle those tasks. An administrative fee may be charged for this.

Up-to-date rates are viewable on the pricing page.

When working on-site, all the time on-site will normally be billable, apart from breaks as agreed. Billable time will be from when I arrive, until when I leave on completion of the task, or otherwise agreed. If it is found that parts are needed, fetching these will be also be counted as billable time.

Call-out charges are applicable.

If, after three attempts to contact you over at least three days and I have been unable to reach you, the ticket will be closed, and you will be billed for the time spent to that point

1. Overtime

The table below shows the multiplier which will be applied to standard rate for work performed outside of normal working hours. This work will, of course, be mutually agreed in advance.

During hours	Multiplier
Monday – Friday: 17:30 – 20:00	x 1,2
Monday – Friday: > 20:00	x 1,5
Saturday 09:00 – 18:00	x 1,5
Saturday > 18:00, Sunday, Bank holidays.	x 2

2.Urgent requests for support

Urgent requests should be made directly by text message or phone call.

Whilst striving to provide a high level of customer satisfaction, Nörtti paikalle reserves the right to respond at convenient time, and to decline requests for urgent support outside of normal working hours.

Once a ticket is open, I will undertake to fulfil that request in the most timely and cost-effective manner possible to the best of my ability.

This constitutes “The work”.

In some cases, I might not be able to achieve the desired outcome. For example:

1. The case might be to recover data from a non-functioning hard disk. I may be able to diagnose that a hard disk has failed. It cannot be repaired, and data cannot be recovered. In this case, the outcome will be that data cannot be recovered.
2. Competing operating systems, mobile phone ecosystems, etc., may have areas of incompatibility. It might be that your request cannot be fulfilled for this reason.
3. A lost or forgotten password might necessitate resetting a device to factory defaults. This is at the risk of data-loss, which the customer takes responsibility for.
4. I don’t have specials powers to circumvent encryption protecting data or passwords.
5. Parts are simply not available, or are slow to be delivered by a supplier.
6. Your request exceeds my knowledge or abilities.
7. Your request had missing, inaccurate, or incomplete information which proved to be pertinent to the case.
8. Timely access was not provided to the IT systems which to be worked on.
9. Technical limitation of the software or hardware tools available.
10. What is being asked is actually illegal.

See also the section on Liability.

Nörtti paikalle will not be held responsible for the events outside of its control.

1. Invoices are delivered as an email or e-invoice.
2. Recurring services such hosting and subscriptions will be handled via a Stripe subscription.
3. Payment will be made in Euros.
4. Invoices are payable within 14 working days, unless another payment timeframe has been agreed in advance.
5. Reminders and non-payments
   1. When an invoice has not been paid within 3 days of the due date, a reminder will be sent.
   2. When an invoice has not been paid after 5 days of the due date, to cover administrative handling, a fee of €10, plus 5% penalty of the outstanding balance, will be added.
   3. After 14 days of non-payment after the due date, a second reminder will be sent. To cover administrative handling, a fee of €10, plus 5% penalty of the total outstanding balance, will be added.
   4. If a payment is still outstanding more than 30 days after the due date, Nörtti paikalle reserves the right to call on the services of a debt recovery company. At this point, Nörtti paikalle reserves the right to request a fixed interest payment amounting to 8% per annum from the due date. All legal expenses will be payable by the client.
6. In the event of non-payment by the due date, Nörtti paikalle is authorised to suspend provision of services without prior warning.
7. Certain countries apply withholding at source on the amount of invoices, in accordance with their internal legislation. Any withholding at source will be paid by the client to the tax authorities. Under no circumstances can Nörtti paikalle become involved in costs related to a country’s legislation. The amount of the invoice will therefore be due to Nörtti paikalle in its entirety and does not include any costs relating to the legislation of the country in which the client is located.

Sometimes things don’t go as planned. Here a non-exhaustive list of examples of what I consider as circumstances where I cannot be held liable for a negative outcome.

1. The prerequisites in section 3 were not met.
2. If I am working an old device, and it either partially or fully fails as a result of old age, I will not be held liable for this.
3. The device is lost or damaged during transport by yourself, or via a third party. I am not liable for this.
4. If I have already started a requested “destructive operation”, but you change your mind and this results in data / hardware loss, I am not liable for this.
5. A lost or forgotten password might necessitate resetting a device to factory defaults. This is at the risk of data-loss, which the customer takes responsibility for.

Further:

1. You explicitly waive your own standard terms and conditions, even if these were drawn up after these standard terms and conditions of sale. In order to be valid, any derogation must be expressly agreed to in advance in writing.
2. Nörtti paikalle undertakes to do its best to supply performant services in due time in accordance with the agreed timeframes. However, none of its obligations can be considered as being an obligation to achieve results. Nörtti paikalle cannot under any circumstances, be required by the client to appear as a third party in the context of any claim for damages filed against the client by an end consumer.
3. In order for it to be admissible, Nörtti paikalle must be notified of any claim by means of a letter sent by recorded delivery to its registered office within 8 days of the delivery of the goods or the provision of the services.
4. Nörtti paikalle provides no warranty, express or implied, regarding the performance, reliability, or fitness for a particular purpose of an installed software or system.
5. Nörtti paikalle shall not be held liable for any data loss, service interruptions, security breaches, or consequential damages arising from use of an installed system.
6. Any claim for damages shall not exceed the invoice cost of the services provided to the customer.

In a nut-shell, I cannot be held liable for circumstances beyond my control.

All our contractual relations will be governed exclusively by Finland law.

For more information about Term and conditions for Nörtti paikalle, please feel to reach out to me.