Terms used

• Me / Us: An authorised representative of “Nörtti paikalle”
• You, The Client: 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 paikalle will create extra tickets to handle those tasks. An administrative fee may be charged for this.

Billable time

The work will be billed in 15 minute increments. The next billing period will start when the previous one is completed. The minimum billable time is 15 minutes.

Esimerkiksi:

• 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.

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

Overtime

Seuraavassa taulukossa esitetään kerroin, jota sovelletaan normaalin työajan ulkopuolella tehtyyn työhön. Tällaisesta työstä sovitaan etukäteen.

Aukioloaikoina	Kerroin
Maanantai - perjantai: 17:30 - 20:00	x 1,2
Maanantaista perjantaihin: > 20:00	x 1,5
Lauantai 09:00 - 18:00	x 1,5
Lauantai > 18:00, sunnuntai, juhlapyhät.	x 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.

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.
• Parts are simply not available, or are slow to be delivered by a supplier.

See also the section on Liability.

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

Payment terms

• You will receive an invoice delivered as an email or e-invoice..
• Payment will be made in Euros
• Our invoices are payable within 14 working days, unless another payment timeframe is indicated on either the invoice or the order. In the event of non-payment by the due date, Nörtti paikalle reserves the right to request a fixed interest payment amounting to 8% of the sum remaining due. Nörtti paikalle will be authorized to suspend any provision of services without prior warning in the event of late payment.
• If a payment is still outstanding more than sixty (60) days after the due payment date, Nörtti paikalle reserves the right to call on the services of a debt recovery company. All legal expenses will be payable by the client.
• 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.

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.
• You explicitly waives 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.
• 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.
• 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.

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.