TERMS
1.1 Introduction
These terms apply to all offers, agreements, and deliveries of the TicketBuddy service. Any deviations from these terms are only valid if we confirm them in writing. The agreement is concluded by digital registration or by written acceptance of our offer.
1.2 Definitions
Service – the TicketBuddy AI service including all components and integrations as described in the agreement.
Customer – the natural or legal person who uses our service.
Account – the personal account through which access to the service is obtained.
Agreement – the legal contract between CloudNation bv and the Customer, including these terms.
1.3 Formation and Use of the Service
Usage – the Customer is granted a non-exclusive, non-transferable, and limited right to use the service in accordance with these terms.
Legal Use – the Customer uses the service only for lawful purposes and in accordance with applicable laws and regulations.
Access Restriction – we reserve the right to limit access to the service in case of misuse or violation of these terms.
1.4 SLA (Service Level Agreement) and performance targets
Availability – we aim for TicketBuddy to be available 99.5% per month.
Best Effort – we provide the service on a best effort basis; maintenance and update activities may temporarily affect availability.
Response Time – for designated Customer contacts, we respond within 4 working hours during office hours.
Escalation – in case of critical incidents, we initiate an escalation process as appropriate for the type of incident.
Dependency on Hyperscalers – TicketBuddy utilizes cloud infrastructures from Hyperscalers (such as Microsoft Azure and AWS); the final service availability primarily depends on their performance – we do not provide additional guarantees beyond our best effort policy.
1.5 Security, Privacy, Backup, and Disaster Recovery
Privacy – we process personal data in accordance with applicable privacy legislation and our Privacy Policy.
Isolation – TicketBuddy runs in an isolated environment; we use encryption, access restrictions, and security audits.
Backups – The Customer remains the exclusive owner of its data and therefore manages its backup interval, retention times, and recovery methods.
Service Disaster Recovery – we implement disaster recovery procedures to restore the service as quickly as possible after an incident, to allow the Customer to initiate its data restores without undue delays.
1.6 Support and Escalation Procedures
Support Channels – Customers receive support via our standard support channels; contact details and working hours are provided on our website and support portal.
Support – we provide support on a best effort basis during office hours.
Escalation – if an incident is not resolved within a timeframe appropriate for the incident’s nature, we initiate an escalation process involving higher levels within CloudNation bv.
1.7 Change Management and Update Policy
Change Management – we manage changes through a formal change management process; important updates are communicated via email and our support portal.
Update Frequency – we perform updates periodically (monthly or quarterly, depending on urgency) and inform Customers in advance about planned maintenance windows.
1.8 Pricing and Contractual Conditions
Pricing – the pricing and licensing conditions are fixed in the agreement and may be revised periodically.
Price Change Communication – we communicate any price changes at least 1 month in advance.
Payment – we require payment within 30 days from the invoice date; in case of late payment, we may suspend the service.
Duration – the initial term is 12 months and is automatically extended by successive periods of one month, unless one of the parties provides written notice of termination at least 10 working days before the end of the current period.
1.9 Responsibilities of CloudNation, TOPdesk, and the Customer
CloudNation – develops, delivers, maintains, secures, and supports TicketBuddy in accordance with the agreed terms.
TOPdesk – if TicketBuddy is integrated with TOPdesk, CloudNation ingests the Customer’s data as provided in the TOPdesk platform and treats it as the authoritative source of truth. TOPdesk is responsible for the accuracy of the data within its platform, and CloudNation is not liable for incidents arising from incorrect or incomplete data originating from TOPdesk.
The Customer – remains responsible for managing its own user accounts and data, ensuring the accuracy of the data entered into the TOPdesk platform. The Customer must correctly configure the service and safeguard login credentials. Any suspected misuse should be reported to CloudNation immediately.
1.10 Other Provisions
Liability – CloudNation’s liability for direct damages is limited to the amount the Customer has paid in the twelve months preceding the incident. We are not liable for indirect damages such as consequential damages or lost profits, except in cases of intent or gross negligence by CloudNation bv.
Intellectual Property Rights – all intellectual property rights related to TicketBuddy, including software, designs, and documentation, remain the exclusive property of CloudNation bv The Customer is granted only a limited right to use the service for the duration of the agreement.
Confidentiality – both parties agree to keep all confidential information obtained in the context of the agreement strictly confidential. This obligation remains in effect even after the termination of the agreement.
Force Majeure – we are not liable for delays or failures in performance due to circumstances beyond our reasonable control, such as natural disasters, war, strikes, or network outages.
Termination and Data Retrieval – upon termination of the agreement, the right to use the service ceases. The Customer retains the right to ownership and transfer of their data, and CloudNation bv will assist in safely migrating or deleting data if contractually agreed.
AI Outcomes Disclaimer – the Customer acknowledges that the AI outputs generated by TicketBuddy are not always perfect; inaccuracies, imprecisions, or incomplete outputs (sometimes referred to as “hallucinations”) may occur. CloudNation bv is not liable for any damage or losses arising from such AI outputs.
Applicable Law and Disputes – these terms are governed by Dutch law; any disputes will be submitted to the competent court in the region where CloudNation bv is located.