1. Who these terms are between
These terms are an agreement between Solvue ('Solvue', 'we', 'us') and the organisation that signs an order form with us (the 'customer').
People who use Solvue at work ('users') do so for the customer. The customer is responsible for their use.
2. The service
Solvue is IT help that employees talk to. The employee starts a session. Solvue sees the screen, explains the next step, marks the control to use, and checks whether the fix worked. At the end of a session it writes a ticket record for the customer's IT team.
Solvue gives guidance. It does not click or change settings; users make every change. Problems that need admin rights go to the customer's IT team.
The order form lists the number of supported users, the fees, the term and any special conditions.
3. What the customer does
- The customer tells its employees about Solvue and consults employee representatives, such as a works council, where the law requires it.
- The customer agrees with us which problems Solvue may guide, which written procedures it follows, and where unresolved cases go.
- The customer keeps its admin accounts secure and tells us quickly about any misuse it notices.
- The customer gives us the access to its ticket tool that a connection needs.
4. Allowed use
The customer and its users may use Solvue only for internal IT support. They may not:
- use Solvue to monitor, rate or score employees
- copy or resell the service, or let others use it
- take the software apart to find its source code, except where the law allows it
- use the service to build a competing product
- use the service against the law
5. Data protection
For personal data in the service, the customer is the controller and Solvue is the processor. A data processing agreement is part of any pilot and any order, and sets the rules for that processing.
Solvue keeps no recordings, screenshots or transcripts of sessions. The customer owns its data, including the ticket records. The privacy policy explains the details.
6. Fees and payment
The customer pays the fees in the order form. The order form sets how often we invoice and when payment is due. Prices do not include VAT or other taxes.
If an invoice is late, we send a reminder first. Late payment interest applies only as far as the law allows. We may pause the service if an invoice stays unpaid for the period the order form sets.
We may change prices for a new term, with notice before the renewal date, as the order form sets out.
7. Pilots
If the order form names a pilot, it runs for the period and number of users stated there. At the end, the customer decides whether to continue. If it does not, we delete the customer's account data as set out in the 'term and ending' section.
8. Availability and support
Any service level, with its measures and remedies, is written in the order form.
Support is by email at [email protected]. We do not remove a main function during a paid term without telling the customer first.
9. Ownership
Solvue and the companies that license software to it own the service, the software and the documentation. The customer may use the service during the term for its internal IT support.
The customer owns its data. If the customer sends ideas or feedback, we may use them to improve Solvue without paying for them.
We name the customer or show its logo only with its written permission.
10. Confidentiality
Each party keeps the other's confidential information private, uses it only for this agreement, and protects it with at least reasonable care. This does not apply to information that is public, already held, or developed independently.
11. Promises and limits
We promise the service works as described in the order form in all important ways. If it does not, we fix it. If we cannot fix it within a reasonable time, the customer may end the affected order and get back prepaid fees for the rest of the term.
Solvue gives guidance, and the user decides whether to follow it. Outside the promises in these terms, the service is provided as it is, as far as the law allows.
Neither party is liable for indirect or consequential losses, such as lost profit. Each party's total liability is limited to the fees paid or payable in the twelve months before the claim. These limits do not apply to breaches of confidentiality, to the customer's duty to pay, or to liability that the law does not allow anyone to limit, such as for intent or gross negligence.
12. Term and ending
The agreement runs for the term in the order form and renews for the same period unless one party gives notice before the renewal date, as the order form sets.
Either party may end the agreement if the other seriously breaks it and does not correct the breach within 30 days after written notice, or if the other cannot pay its debts.
When the agreement ends, the right to use the service ends. We delete the customer's account data within the period the order form sets, unless the law requires us to keep it.
13. Law and disputes
The order form states which law governs the agreement and which courts decide disputes.
14. General
Changes to these terms. We announce changes at least 30 days before they apply. A change that is worse for the customer applies only from the next renewal.
Transfer. Neither party may transfer the agreement without the other's written consent, except in a merger or sale of the business, after written notice.
Events outside our control. Neither party is liable for delays caused by events it cannot reasonably control, such as natural disasters or wide network failures.
Invalid clauses. If one clause is invalid, the rest stays in force.
Whole agreement. These terms, the order form and the data processing agreement form the whole agreement between the parties.
Notices. Notices go by email to the addresses in the order form. Our address is [email protected].