Terms used

• Me / Us: An authorised representative of “Nörtti paikalle”
• You: The one who contacts us.
• Your email address: The email address you initially contacted us with. Either via the contact form, or used when creating a ticket.
• Your case / your request: The reason for which you have contacted us.
• The work: The time, skills, and resources used in resolving your case. A ticket is required before I start work on your behalf
• Working time: The amount of elapsed time I actively spend on your case.
• The outcome: The end result of my work on your case.
• 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.
• Billing period: A 15-minute block of time.

Your personal information

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

• First name and family name.
• A valid email address
• A valid phone number
• A valid postal address
• For entrepreneurs or businesses, a valid company or VAT number.

Tickets

• A ticket is required before I start work on your behalf.
• Creating a ticket assumes that you have read, and agree to, these Terms and Conditions.
• Creating the ticket is free of charge
• Tickets will be for a single issue, or task.
  • When a ticket contains more than more request, task, or issue, Nörtti kotiin will create extra tickets to handle those tasks. This also applies to the Ticket bundles.

Ticket bundles

These are subject to a “fair play” ethos.

The work will not include:

• Project work.
• Tickets which are expected to exceed 80 minutes.

If, for unforeseen reasons, the work required to resolve the ticket exceeds 80 minutes, the ticket may be moved to billing at the standard rate. This will not happen without consultation.

A ticket bundle is valid for 6 months – I want to work with you! 🙂

Once a Ticket bundle has been purchased, it cannot be refunded.

Billable time

The work will be billed in 15 minute increments. The next billing period will start when the previous one is completed. For example:

• 28 minutes of elapsed working time since the creation of your ticket could be billed as 30 minutes.
• 35 minutes of elapsed working time since the creation of your ticket could be billed as 45 minutes.

Creating a ticket is free, but once I start actively working on it, the first billable period will start.

In reality, there will probably be few minutes of grace as a new billing period starts. I am much more interested in providing an amazing support experience, than I am in trying to squeeze every penny out of a case.

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.

When a ticket has been opened, and I start actively working it, I will be in contact with you.

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.

More information on the pricing structure is here.

My promise to you

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:

• 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.
• Competing operating systems, mobile phone ecosystems, etc., may have areas of incompatibility. It might be that your request cannot be fulfilled for this reason.
• 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.
• I don’t have specials powers to circumvent encryption protecting data or passwords.

Payment terms

• You will receive an invoice delivered to your email address.
• Payment will be made in Euros
• Payment will be made within 14 days of the invoice being sent.
  • Late payment may incur extra charges.

Liability

Sometimes things don’t go as planned. Here a non-exhaustive list of examples of what is fair in these circumstances.

• 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.
• The device is lost or damaged during transport by yourself, or via a third party. I am not liable for this.
• 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.
• 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.
• If I spill my coffee into your laptop, I will be liable for this.

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

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