Terms of Service
Company presentation - Tawasta
Tawasta is an ERP solutions expert for companies, associations and educational institutions. Our competence profile emphasizes skilled process management, Odoo expertise as well as pedagogical proficiency.
All of our solutions are comprehensive and cost-effective browser-based systems designed to meet your real needs. Our services include a competent Support Service that guides you through the system and helps you quickly in case of problems.
Supplier's relationship with the Customer
The open source software technology included in the service is not vendor dependent. If desired, the Customer may change the technology and the service provider related to its development after the contract period or perform the necessary maintenance and development work himself. There is also no license fee for open source software. Ownership of the Customer's material and intellectual property rights belong to the Customer or a third party and do not pass to the supplier. The Supplier has the right to process the Customer's material only for the purpose specified in the performance of the contract.
Security and privacy
Tawasta's information security goal is to ensure the uninterrupted operation of information systems and information networks that are important to our company's operations, to prevent unauthorized use of information and information systems, unintentional or intentional destruction or distortion of information, and to minimize damage.
Tawasta's data, data processing systems and services are considered to be adequately protected under both normal and exceptional circumstances by administrative, technical and other measures. The goal is to have good security arrangements at the national and international levels.
Tawasta's security work and security policies are based on the company's security policy and the security plan structured from it. A more detailed description of security can be found at a general level in the Security Description Appendix.
Tawasta complies with the requirements of the EU Data Protection Regulation GDPR in its own operations.
The user service is implemented with the implementation model that best meets the customer's needs. The services can be implemented through Ficolo Oy's ( http://www.ficolo.com/ ) computer room services or using public cloud services (AWS, Google, Azure and UpCloud).
The service ensures the smooth operation of managed servers, cloud platforms and applications running on them, as well as recovery in the event of possible disruptions.
The applications that Tawasta uses in its service solutions are, in principle, always open source software.
Support and maintenance
The reliability of the system is 99.5% between 7:00 and 20:00 on weekdays (Mon-Fri). The usage target is 24/7 by default. If the service requires a better level of operational reliability, this has been agreed separately in the service agreement. 24/7 continuous on-call service for system functionality is also available separately.
The SaaS service includes:
Server space and its monitoring
Targeted use of the environment 24/7, ie 24 hours a day, 7 days a week
Web address for the service
Backup at least once a day
Encrypted https connection
Server software maintenance and minor version upgrades
Service application maintenance and minor version upgrades (there may be contractual exceptions to version upgrades)
Support service for contact persons in Finnish and English on weekdays (Mon-Fri) from 8 am to 5 pm
The customer's designated contact persons can contact the support service by email firstname.lastname@example.org and by telephone on 010 281 8061.
It is possible to increase and expand the level of support services by agreement. At the basic level, the Support Service strives for the following response times:
Calls, T4 or 80% of incoming calls are answered within 30 second
Email, received messages will be answered within 24 hours
Requests that are classified as critical always override the task queue in the priorities, so for example, a failure message from the entire installation is made faster than user instructions related to individual functionality.
The customer is obliged to keep the supplier up-to-date on the contact details of the correct contact persons and any contact person changes in connection with the support service. This is important because the Support Service serves several different customers and the Support Service has to ensure the rights of the support requester to the support request also in the customer's interest.
Support and instruction material
The supplier's public Customer Portal is available to all customers and other interested parties at: https://futural.fi/slides/all
Instructions for systems and services can be found at that address. In addition, separate instructions may be provided on a case-by-case basis depending on how agreed in the service agreement.
Troubleshooting (servers and applications)
The system is automatically monitored for physical servers, disk system, and network activity. Historical data is also collected from the system, and log analysis is used as part of data security.
The functionality of the system is also monitored by irregular spot checks during weekday working hours. If a fault situation is not detected with respect to the supplier, the Customer has the option of email notification to the supplier's support service and on-call contact person for the fault situation, or the possibility to report the fault situation by telephone.
When a fault condition occurs, the criticality of the fault is assessed and possible corrective action is taken immediately, if possible. The response to a disturbance depends on the classification of the disturbance and the time of day.
If the fault situation requires downtime of the service or any other measure that interferes with normal use, Tawasta will contact the subscriber's contact person, with whom possible corrective measures will be agreed on a case-by-case basis. If the contact person or persons designated by the subscriber are not reached immediately or within 30 minutes after the first contact, the supplier shall be deemed to have the right to decide on the necessary measures and to inform the customer immediately by email.
Any failure caused by a third party (e.g., general communications disruptions) cannot be included in the incident management process described above. However, the subscriber will be informed of any disruptions due to a third party in accordance with normal practice.
1 = Critical , service completely down, or otherwise disabled
2 = Medium , prevents the use of certain functionality, but does not prevent the wider use
3 = Low , small service problem, does not interfere with production use
4 = Development wishes , a small usability issue that will be fixed in the next version upgrade, for example, and product development wishes
The service level objectives for ticketing solutions are described below. Service level targets are defined by the response and settlement times of the ticketing solution.
Maintenance procedures and downtime
For applications and virtual servers, maintenance work is scheduled for the nights between Wednesday and Thursday of the first two weeks of each month at 0.00-6.00 EET.
In connection with the data center and service platform infrastructure, a service window 0.00-6.00 EET is reserved for the data center supplier Ficolo Oy every other Monday.
Additional downtime will be notified to the Customer by email at least one week before the operation. As a rule, the aim is to place outages on weekends or at night, when the use of the system is lower.
Backup equipment and systems are available in case of failure of production systems. The verified data is in a different combustion chamber with the production systems. The backed up files are encrypted in the backup system and the data transfer between the server to be backed up and the backup system is also encrypted.
The backup system has been implemented in principle to ensure operation in the event of equipment failures and similar situations. Returns due to user errors are a separate hourly job. As a basic backup, the data is promised to be stored for 2 weeks, but if necessary, a separate backup model can be agreed with the customer, which can include backups on a daily, weekly, monthly and annual basis.
In principle, the supplier relies on the software and software development of open source development communities in all its solutions. This also serves as a background for technical quality in quality assurance. For new software for the supplier, the functionality and stability of the software is tested in the supplier's tests and with pilot customers.
The quality of support service and maintenance work is maintained and developed through the company's internal processes and by supporting operations with systems that control the timeliness of technical documentation, version control and other documentation.
Security updates and other critical patches for the software version in use are included in the cost of ongoing support for the support and maintenance service. The supplier decides on the schedule for performing Minor upgrades for customer installations.
In connection with new major upgrades, the Supplier will contact the Customer and agree on possible upgrades with the Customer on a case-by-case basis.
Transferring the customizations and integrations made to the customer's installation to the new version (Major and Minor) is always a separately billable project work, the workload of which is always assessed on a case-by-case basis and submitted to the Customer for approval.
Submission of source code
The customer has the opportunity to carry out the maintenance and further development of the system to the extent necessary, either himself or with the assistance of a third party. In this connection, you have the opportunity to obtain the necessary source code for the software in accordance with their open source license.