ZEF Terms of Service

The Customer and the Supplier have entered into an agreement, subject to the terms and conditions set out herein, concerning services provided via a data network (the “Software Service”). The Supplier is the owner and licensor of the Zeffi software service (the “Software Service”) and has granted the Customer a license to use the Software Service. Acceptance of and compliance with this Agreement Appendix are prerequisites for the Customer’s use of the Software Service.

Customer: The customer is the legal entity that has acquired a license for the use of the software service from the Supplier and has accepted these ZEF Terms of Service and ZEF DPA.

Supplier: ZEF Oy (Business identity code: FI06403791). Supplier's address: Elektroniikkatie 6, FI-90590 Oulu, Finland.

3.1 The Software Service covered by the delivery is the Zeffi tool provided as a Software-as-a-Service (SaaS) solution, which the Customer may use within the scope of the license selected by the Customer:

1. The available license options are Free, Genius Light, Genius, Master and Einstein. The Einstein license may be customized for Corporate-level customers. For further information, please contact sales@zef.fi.

2. All Zeffi licenses include an unlimited number of users, i.e. survey creators, and allow an unlimited number of surveys to be created, subject to these Terms and Conditions.

3. The number of identified contacts to whom survey invitations may be sent depends on the license selected by the Customer. An unlimited number of surveys may be sent to the same contacts. A “Contact” means a respondent identified by an email address or telephone number (e.g. an employee or customer).

4. The monthly number of respondents whose responses may be viewed in reporting depends on the license selected by the Customer. A survey will not be closed to respondents if this limit is exceeded; however, responses exceeding the license quota will be locked. The quota resets during the Agreement Period each month on the calendar day corresponding to the license start date.

5. Within the scope of its license, the Customer has the right to use the ready-made survey templates included in Zeffi. The templates may be used as provided or modified to meet the Customer’s needs.

3.2 The Software Service will be made available to the Customer once the Customer has purchased a license and accepted the ZEF Terms of Service and the ZEF DPA, including their appendices. The Customer’s representative who creates the account will immediately receive access credentials to the Customer’s Zeffi organization, and the Software Service will become available to the Customer.

3.3 “Supplier Materials” means all materials provided or made available by the Supplier to the Customer for the purpose of using the Software Service that are not defined as Customer Materials.

3.4 The Customer’s license includes the right to participate in open training sessions provided by the Supplier in webinar format. The Customer may purchase customized training for its organization at the applicable fixed hourly rate (see Section 5.6). There is no limit on the number of participants in customized training sessions.

3.5 Support relating to the implementation and use of the Software Service is provided as follows: the Customer is entitled to use the Supplier’s support services, which are available on business days from 8:00 a.m. to 4:00 p.m. at support@zef.fi, by telephone at +358 10 4237 900, and through the chat service available within the Software Service. Support provided through these channels is free of charge to the Customer. The Customer may also purchase professional services and consulting outside these support channels at the applicable fixed hourly rate (see Section 5.6).

3.6 Information security shall be governed by the IT2022 terms and conditions attached to this Agreement.

Backups: Data generated through the Customer’s use of the Software Service will be stored on the Supplier’s servers during the Agreement Period. Within the scope of its license, the Customer will have access, as a logged-in user, to the most recent content. Previous versions of surveys will additionally be retained in the backup archive for 30 days.

4.1 The Supplier commits to provide a yearly uptime of at least 99.5% for its software services (SLA, Service Level Agreement). The availability calculation does not take into account planned maintenance outages announced by the Supplier.

4.2 Compensation: Should the SLA of the delivered service be lower than 99.5%, the Supplier shall offer the Customer a month of free license use.

5.1 Recurring charges are equal to the terms of the Customer's valid license. The prices of the licenses are in accordance with the current price table.

5.2 The contract price is invoiced on the date of deployment. The Customer commits to the contract for the contract period. The contract will automatically renew for an additional contract period of equal length if the Customer is satisfied with the Service and pays the applicable invoice.

5.3 For training, service work, and all other items not invoiced directly from a credit card, the payment term is 14 days after the date of the invoice. The interest on late payment is the applicable late payment interest at any given time.

5.4 Where the Customer pays by credit card, the license fee will be charged at the time of subscription and thereafter at the beginning of each subsequent billing period for the duration of the Customer relationship.

5.5 All prices stated on ZEF's website or in contracts are VAT 0%. The applicable VAT will be added to the prices.

5.6 Services ordered separately by the Customer in writing are charged at an hourly rate of 190€ + VAT.

6.1 The agreement enters into force after both parties accept it. The contract period is 12 months, unless the Customer has specifically acquired a license with a different billing interval. The contract continues for a period corresponding to the first contract period at a time, if the Customer is satisfied and does not terminate the contract.

6.2 After the Customer terminates the contract, the Customer's license changes to a Free license.

6.3 Before the end of the contract, the Customer can, within the contract period, delete or download customer material (data stored during the use of the Service and data collected from respondents) from the Software Service.

6.4 Once a Customer's license changes to a Free license, the retention and deletion schedule in Section 7 applies.

7.1 Retention for accounts without an active paid license. ZEF retains Customer Data for as long as the account holds an active paid license. Accounts without an active paid license, including Free, trial, and lapsed accounts, are retained for 60 days from the last recorded activity on the account. After this period, and following the notice described in Section 7.3, the account and its Customer Data are deleted.

7.2 Data management plan for past project customers. A Customer without a current subscription who has previously purchased a one-off project or survey from ZEF may retain access to its historical Customer Data by subscribing to ZEF's annual data management plan. A Customer that holds neither an active subscription nor a data management plan will have its data deleted in accordance with Section 7.1.

7.3 Notice before deletion. ZEF will provide the account owner with reasonable advance notice in the Software tool before an inactive account is deleted under Section 7.1. The exact notice schedule is determined by the Supplier. Failure of delivery does not extend the deletion timeline.

7.4 Reactivation and export. The Customer may prevent deletion at any time before it occurs by reactivating a paid license, subscribing to the data management plan under Section 7.2, or resuming active use of the account. The Customer may export its Customer Data at any time before deletion using the Software service's export tools.

8.1 The maximum liability for damages of a Party towards the other Party based on this Agreement shall not exceed in aggregate the euro amount corresponding to the cost paid by the Customer to the Supplier during 12 months. If a Party is required to pay a delay penalty, service level penalty, other contractual penalty or credit, that Party shall be liable for damages only to the extent that the amount of the damages exceeds the amount of such delay penalty, service level penalty, other contractual penalty or credit.

8.2 Disclaimer related to experimental features: ZEF uses artificial intelligence produced by third parties in the AI interviewer feature, report analysis, and the AI-powered chat service. ZEF offers these features on an experimental basis and does not guarantee that their output is accurate, error-free, or suitable for the Customer's purposes. The Customer shall assess the suitability of the results for the intended purpose on a case-by-case basis.

8.3 The limitations of liability shall not apply to any damage caused intentionally or through gross negligence. Nor shall the limitations of liability apply to any damage caused by Supplier or its subcontractor as a result of a breach of the terms of the ZEF Data Processing Agreement or applicable data protection legislation, including the General Data Protection Regulation (EU) 2016/679.

9.1 The Customer commits to use the Software service according to the law and in good manners and ethics.

9.2 Fair Use of AI Features: Esko Agent and other AI-powered features require significant computing resources and processing services provided by third parties. The Customer agrees to use the AI-powered features reasonably and in a manner consistent with the intended use of the Software Service and the Customer’s license. The use of AI-powered features is subject to fair use limits designed to maintain the performance of the Software Service and prevent disproportionate costs.

If the Customer’s use materially exceeds the typical usage levels applicable to the relevant subscription plan or otherwise results in exceptional resource consumption or costs, the Supplier shall have the right to (i) impose reasonable usage limits or (ii) require the Customer to upgrade to a higher subscription plan or purchase a separate usage-based additional service. The Supplier reserves the right to update the fair use limits based on changes to the Software Service, third-party costs, information security considerations, or performance requirements.

9.3 The Customer does not use the Software service to conduct business that competes with the Supplier, and does not relicense, sell, resell, rent, lease, transfer, assign, or otherwise distribute the Service to a third party. Any right to use the Software Service for purposes outside the scope of this Agreement must be agreed upon in writing between the Customer and the Supplier.

9.4 The Customer shall not be provided with access to any code or source code forming part of the Software Service.

9.5 To the extent that the ZEF Terms of Service do not expressly specify a particular procedure or matter, the appendices specified in Section 10 shall apply.

9.6 These ZEF Oy Terms of Service enter into force on September 21, 2026 and are valid until further notice.

9.7 Any disputes arising out of or in connection with the Agreement shall, where necessary, be resolved by the District Court of Oulu, Finland.

10.1 The following annex is an integral part of the Agreement:

1. ZEF DPA

10.2 In addition, the following IT2022 terms and conditions are an integral part of the Agreement (available at it-ehdot.fi/briefly-in-english/):

1. IT2022 EHK – Special terms and conditions for the processing of personal data

2. IT2022 ETP – Special terms and conditions for services delivered via data network (cloud service)

3. IT2022 YSE – General terms and conditions