Platform terms of service
Please read these terms before using the FjordHub platform. By accessing or using the FjordHub workforce scheduling and time and attendance platform and related services, or by paying an invoice, the Customer confirms that it agrees to these terms. If you do not agree, do not use the platform. If the parties have concluded a separate agreement, its terms take precedence over these Platform Terms of Service (PTS).
1. Definitions
1.1. “Administrator user” — each of the Customer's users designated by the Service Provider as a technical administrator in the product.
1.2. “Personal data” — all user data and information that the Customer provides to the Service Provider and that is necessary for using the platform.
1.3. “Documentation” — user manuals and other information describing the use of the platform.
1.4. “Server” — the server on which the platform software is installed and which belongs to the Service Provider or its subcontractors.
1.5. “Technical support” — technical support provided by the Service Provider to the Customer under these terms.
1.6. “Other support” — any non-technical support provided by the Service Provider to the Customer by mutual agreement.
1.7. “Offer” — a written document provided and accepted separately from these terms, specifying the cost of the services and the scope of setup and customization.
1.8. “Software” — any version of the software code to which the Service Provider has granted the Customer access, including updates or new versions.
1.9. “Software as a service” — an online service referred to in the offer that provides the Customer with access to the Service Provider's software.
1.10. “Service term” — the period during which the Customer has access to the FjordHub software and services. Unless the offer states otherwise, the service is provided for an indefinite period with monthly billing, and either party may terminate it with at least 30 days' written notice. If the offer specifies a fixed term, the parties agree on continuation and conditions at its end.
2. Subject of the service
2.1. The Service Provider grants the Customer access to the FjordHub platform on an “as is” basis. The service includes setup, equipment, and technical support to the extent specified in the offer.
2.2. During the service term, the Customer obtains a non-exclusive, non-transferable right to use the FjordHub services solely for internal business purposes in accordance with these terms.
2.3. Additional functionality, integrations, or customizations are agreed separately; the Service Provider sends them to the Customer in the form of an offer.
2.4. The service is provided as a service; copies of the software are not delivered.
3. Customer restrictions
3.1. Copying or distributing the platform and the information it contains is prohibited.
3.2. Allowing third parties to access the platform, other than the Customer's users, is prohibited.
3.3. Altering or removing copyright, trademark, or ownership information is prohibited.
3.4. Modifying, decompiling, or obtaining the platform's source code is prohibited, except in cases provided by law or by written agreement of both parties.
3.5. Using the platform to create a similar or competing product is prohibited.
4. Service Provider's obligations
4.1. The Service Provider provides the services specified in these terms and in the offer.
4.2. The cost of additional services is reimbursable only if the parties have agreed on it in writing in advance.
4.3. The Service Provider agrees with the Customer on the quantity and quality of equipment used in the service.
4.4. The Service Provider processes the Customer's personal data in accordance with the Privacy policy and the data processing requirements set out in the parties' agreement.
5. Service availability
5.1. Service availability — 99.5% in each calendar quarter.
5.2. Unavailability means unplanned system failures during which users cannot access the platform.
5.3. Exceptions are planned upgrades announced at least 7 days in advance.
5.4. Guarantees do not apply to circumstances beyond the Service Provider's control, including DDoS attacks and force majeure.
5.5. If the Service Provider fails to meet the availability requirement, the fee for the relevant quarter is reduced: 98.1–99.0% — by 10%; 95.1–98.0% — by 20%; below 95.0% — by 50%.
6. Customer's obligations
6.1. The Customer agrees to accept the services and pay for them in accordance with these terms and the offer.
6.2. The Customer provides the technical and other information necessary for the performance of the service.
6.3. The Customer signs a service acceptance certificate if the service complies with these terms.
6.4. The Customer complies with all applicable laws, including data protection and labor law, with respect to its employees and the data entered into the platform.
6.5. The Customer promptly reports any disruptions or problems related to the service.
7. Technical support
7.1. Technical support is provided during the service term by email at support@fjordhub.com.
7.2. The Service Provider endeavors to respond as quickly as possible, but response and resolution times are not guaranteed.
7.3. The time to resolve a problem depends on its complexity; the Service Provider applies commercially reasonable efforts to resolve problems.
7.4. The availability guarantees (Section 5) are the primary reliability mechanism; technical support does not guarantee immediate resolution of problems.
7.5. The Service Provider may offer additional paid support plans with defined service levels; their conditions are set out in the offer.
8. Service fees
8.1. The Customer pays for the services as specified in the offer or according to actual usage.
8.2. The Service Provider may change prices with at least 30 days' notice, unless the offer states otherwise.
8.3. Payment of an invoice is deemed acceptance of these terms; no additional written agreement is required unless the parties have agreed otherwise.
9. Confidentiality
9.1. The parties maintain confidentiality with respect to information exchanged under this agreement.
10. Liability and indemnity
10.1. The Service Provider is not liable for indirect, special, or consequential damages arising from the use of the platform.
10.2. The Customer indemnifies the Service Provider for damages and protects it from claims arising from the Customer's use of the platform.
11. Termination
11.1. The Customer may terminate the service by giving at least 30 days' written notice. The Customer's data is deleted within 30 days after the end of the service, except for data whose retention is required by law.
11.2. The Service Provider may terminate the service or suspend access to the platform if these terms are breached.
12. Data protection and privacy
12.1. The Service Provider processes the Customer's personal data solely to provide the services, in accordance with applicable laws, including the GDPR.
12.2. Data processed includes names, email addresses, phone numbers, location, IP addresses, browser data, and usage records.
12.3. Location data is collected in the mobile app only with the user's consent.
12.4. Cookies are used as described in the Privacy policy.
12.5. Data is stored only for as long as necessary or required by law.
12.6. The service is not intended for users under 13 years of age.
12.7. Data may be processed on the Service Provider's behalf by third parties (for example, hosting providers), subject to confidentiality and applicable law.
12.8. For access to, correction, or deletion of data, the Customer may contact support@fjordhub.com.
12.9. Data processing is governed by the FjordHub Privacy policy.