Gosoft Oy - Terms of service

These terms are published in English, Finnish and Swedish. The English text is binding.

1. General

1.1 These terms govern the use of the Gosoft Connect platform and its products (GoChat AI+, GoLive, GoChat, GoForms, GoSlide, GoPopUp and hosted Q-Forms, the "Service") provided by Gosoft Oy ("Gosoft"). They form the agreement between Gosoft and the organisation that uses the Service (the "customer").

1.2 The Service is offered only to businesses and other organisations, including sole traders and registered associations, acting in the course of their business or activity. It is not offered to consumers, and a person who signs up or accepts these terms confirms that they act for a business or other organisation and not as a consumer. A paid plan requires the customer's business ID; a card payment from a country of the European Union also requires its VAT number. A customer without a VAT number can ask to order by invoice (section 9.4) at support@gosoft.fi.

1.3 A person who accepts these terms for an organisation, whether when signing up, when accepting them in the portal or when placing an order, confirms that they are authorised to bind that organisation. Gosoft records which version of these terms each organisation has accepted.

1.4 The agreement consists of these terms, the price list (section 9.1), the Data Processing Agreement (section 4.1) and, for the free tier, the data processing terms in Annex 1. If these documents conflict, they apply in this order: a separate written agreement signed by Gosoft and the customer; on the processing of personal data on the customer's behalf, the Data Processing Agreement or, for the free tier, Annex 1; these terms; and the price list.

1.5 In these terms, the "portal" is Gosoft's customer portal at connect.gosoft.fi; a "workspace" is the customer's space in the portal for one website or purpose; and an "admin" is a member of the customer's organisation whose role in the portal lets them manage the organisation (today the admin role).

2. Use of the Service

2.1 The Service is intended for lawful purposes. The customer is responsible for the accuracy of the information it provides and for complying with the law that applies to it.

2.2 The usage volumes included in a plan, such as the number of AI conversations per month, are those in the price list at the time of the order, as later changed under section 7.2 or 9.7. An AI conversation means a visitor chat session in which the AI has replied at least once. A conversation containing more than 25 visitor messages counts as a new conversation from message 26 onwards. Button-led chat, forms and live chat are not counted as conversations.

2.3 The customer uses the Service lawfully and in line with these terms. In particular, the customer shall not, and shall not let anyone else:

• publish or collect through the Service content that is illegal, infringes the rights of others, or misleads people about who is collecting their data;
• use forms or chat to collect passwords or payment card or online banking credentials, or to pose as Gosoft or another organisation;
• collect personal identity codes, special categories of personal data or data on criminal convictions and offences through the Service, unless Gosoft has agreed to it in an agreement signed by both parties that sets out the additional measures;
• send spam or other unsolicited marketing through the Service;
• upload malware, or try to break, overload, probe or get around the Service's security, limits or allowances;
• give access to the Service to anyone other than its own personnel and a partner agency it has authorised under section 3.3;
• use the AI features to produce unlawful content, or to hide from visitors that they are talking to an AI system (section 12).

2.4 The customer is responsible for what it publishes and collects through the Service, and for its own duties as controller, including the privacy notices and consents its own website needs.

2.5 When the customer connects the Service to other services it uses, such as Slack, Microsoft Teams, HubSpot, Pipedrive, a webhook, a calendar or Google Analytics, the Service passes the data the customer has chosen to those services on the customer's instruction. They are the customer's own services: they are not Gosoft's sub-processors and their own terms apply to them. Gosoft is responsible for passing the data as the customer has set it up, but not for those services or for how they process the data.

3. Registration and information

3.1 Using the Service requires an account, and the user must provide accurate information. The customer's users keep their passwords and sign-in links to themselves. The customer is responsible for what is done with its users' accounts and tells Gosoft without delay if it suspects that an account is being misused.

3.2 The customer's admins decide who belongs to the customer's organisation in the portal and what role each member has.

3.3 The customer may authorise a partner agency to manage its workspaces. The agency's users act on the customer's behalf, and the customer remains responsible for the use of the Service. An agency that orders a plan for a customer it manages, and is billed for it, accepts these terms for its own organisation when it orders and is responsible for paying for that plan. The DPA is concluded with the customer, also when an agency orders and pays for the plan. An agency user who accepts the DPA as an admin of the customer's organisation confirms that the customer has authorised the agency to do so.

3.4 Gosoft's personnel may access the customer's workspaces to provide support and to operate the Service. Their access to personal data through the portal is recorded as section 6.3 of the Data Processing Agreement describes, with the exceptions named there; direct database access by Gosoft's named administrators is not recorded.

4. Processing of personal data and data protection

4.1 When Gosoft processes personal data on the customer's behalf, the Data Processing Agreement ("DPA") applies. An admin of the customer's organisation accepts the DPA in the portal together with these terms. The DPA forms part of the agreement. Once accepted, it also applies to personal data Gosoft processed on the customer's behalf before it was accepted. Subject to section 4.2, until an admin has accepted the DPA, its provisions apply as part of these terms to any personal data Gosoft processes on the customer's behalf.

4.2 For a workspace on the free tier, the data processing terms in Annex 1 apply instead of the DPA, unless an admin of the customer's organisation has accepted the DPA.

4.3 Gosoft's own processing of the personal data of the customer's users and contact persons, for example for accounts, billing and support, is described in Gosoft's controller privacy notice. How the Service processes the data of the customer's website visitors, and the rights those visitors have, is described in the data-processor privacy notice. For the check in section 12.2, Gosoft keeps, as controller, fingerprints of AI answers, also of answers given to the customer's website visitors; that processing is described in Gosoft's controller privacy notice.

5. Intellectual property

5.1 Gosoft's software, logos, and other content in the Service are protected by copyright. The content of the Service may not be copied, distributed, or commercially exploited without Gosoft's written permission.

5.2 During the agreement the customer has a non-exclusive, non-transferable right to use the Service for its own business or activity, within its plan.

5.3 The customer keeps all rights to its own content: the texts, images, forms, knowledge-base documents, product feeds and other material it adds to the Service ("customer content"). The customer allows Gosoft to store, copy, process and display customer content only as far as is needed to provide the Service. When the customer adds a website or a feed to its knowledge base, Gosoft reads its public pages on the customer's instruction.

5.4 The customer confirms that it has the rights needed for its customer content. It adds to its knowledge base only its own websites and feeds or ones it is entitled to use. The customer indemnifies Gosoft against third-party claims, administrative fines to the extent the law allows, and reasonable legal costs that arise from its customer content, from its breach of section 2.3 or 13.1, or from instructions it gives for processing personal data that break the law, provided that Gosoft tells the customer of the claim without delay and lets it take part in the defence.

5.5 Gosoft may use information on how the Service is used, in a form that identifies neither the customer nor any person, to operate, secure and improve the Service.

6. Limitation of liability

6.1 Except as these terms expressly say, Gosoft gives no warranties about the Service, for example that it will be uninterrupted or error-free or that it suits a particular purpose.

6.2 Each party's total liability for all claims that arise in any period of 12 months out of or in connection with the agreement, whether in contract, in tort or otherwise, is limited to the fees paid or payable for the customer's workspaces, by the customer or by a partner agency on its behalf, for the 12 months before the event that gave rise to the first claim in that period or, if the agreement had then lasted less than 12 months, to the fees for the customer's plans for their first 12 months. Where no fees were paid or payable for the period that sets the limit, for example on the free tier, the limit is EUR 100.

6.3 Neither party is liable for indirect or consequential loss, such as lost profit, lost revenue or loss of business. For loss of or damage to data, Gosoft is liable, within the limit in section 6.2, only for the reasonable cost of restoring the data from its backups or, where that is not possible because of Gosoft's breach, of entering the data again.

6.4 The limits in sections 6.2 and 6.3 do not apply to loss caused by wilful misconduct or gross negligence, to the customer's obligation to pay the fees, to the customer's liability under section 5.4, or to any liability that cannot be limited by law. They do not restrict a data subject's right to compensation under Article 82 of the General Data Protection Regulation (GDPR). Claims between the parties, including a claim under Article 82(5) GDPR for the part of the compensation paid to a data subject that corresponds to the other party's responsibility, and claims for fines or other costs caused by a breach of the DPA, are subject to sections 6.2 and 6.3.

7. Changes to the terms

7.1 Gosoft may change these terms for a valid reason, such as a change in the law or in an authority's guidance, a security need, or a change in the Service, its costs or its providers, as this section describes.

7.2 For a change to the customer's detriment, such as new obligations, less included in a plan or a new limit, Gosoft tells the customer at least 30 days before the change takes effect, by e-mail to the admins of the customer's organisation, and says what changes and from when. A customer who does not accept the change may cancel before it takes effect (section 10.1); the previous terms then apply to it until the end of the billing period already paid.

7.3 For a change under section 7.2, Gosoft may ask an admin of the customer's organisation to accept the changed terms in the portal. Until they are accepted, the customer's live workspaces keep working, but the website widgets of a new workspace, or of a deleted workspace that was not live when it was deleted and is restored, do not go live. If the customer has not cancelled before the change takes effect, the changed terms apply to it from that date, whether or not an admin has accepted them in the portal.

7.4 Other changes that are not to the customer's detriment, such as clarifications, corrections, new features or updated contact details, take effect when they are published. If such a change turns out to be to the customer's detriment, section 7.2 applies to it.

7.5 A change required by law or by an authority, or needed to remove a serious security risk, may take effect sooner, with notice as early as possible.

7.6 Price changes follow section 9.7. Changes to the DPA follow the DPA.

7.7 The current version of these terms and its date are always published at gosoft.fi. Earlier versions are available on request.

7.8 Gosoft keeps its privacy notices and its security page up to date. The security measures Gosoft commits to are those in the DPA; where the security page or a privacy notice describes them differently, the DPA prevails. Gosoft tells customers of a change that reduces the protection of their data in the same way and with the same notice as under section 7.2. A change of sub-processor follows section 7 of the DPA.

7.9 This version of the terms takes effect on the day it is published at gosoft.fi. For a customer that had accepted an earlier version, it takes effect 30 days after it is published, or on the day an admin of the customer's organisation accepts it in the portal, if that is earlier.

8. Applicable law and dispute resolution

8.1 These terms are governed by the laws of Finland, excluding its conflict-of-law rules. Disputes are resolved exclusively by the District Court of Helsinki as the court of first instance. Gosoft may also bring a claim for unpaid fees in the courts of the customer's domicile.

8.2 These terms are published in English, Finnish and Swedish. The English text is binding; if the language versions differ, the English text prevails.

9. Plans, prices and payment

9.1 The plans, what each includes and their prices are those in Gosoft's price list and in the portal at the time of the order, unless another price has been agreed in writing. Prices are in euros and exclude value added tax (VAT). VAT is added at the rate the law requires; for a business customer in another country of the European Union with a valid VAT number, the reverse charge applies.

9.2 Plans are billed in advance for each billing period, monthly or yearly as chosen in the order. A plan is in use once the order is confirmed in the portal: a card order when the first payment has gone through, an invoice order at once.

9.3 Payment is by card through Gosoft's payment service provider, Stripe, which charges the card at the start of each billing period. Card details are entered on Stripe's payment page; Gosoft does not receive or store them.

9.4 Where Gosoft has enabled invoice ordering for the customer's organisation, the customer can order by invoice instead. The billing period then starts on the invoice date, and the invoice is payable within 14 days of its date.

9.5 A subscription renews automatically at the end of each billing period for a period of the same length, at the price then in force (section 9.7), until it is cancelled (section 10.1). Before a yearly subscription renews, Gosoft sends a reminder by e-mail at least 30 days in advance. If Gosoft has not sent the reminder, the customer may cancel the renewed yearly period within 30 days after the renewal and gets a refund of the fees for the rest of that period.

9.6 Fees already paid are not refunded, in whole or in part, when a subscription is cancelled or moved to a smaller plan during a billing period, unless these terms or the DPA provide otherwise (sections 9.5, 14.4, 15.3 and 16.3 of these terms and section 7 of the DPA), the law requires it or Gosoft has materially breached these terms and not remedied the breach.

9.7 Gosoft may change its prices. A new price applies to an existing subscription from its first renewal that falls at least 30 days after Gosoft has told the customer about the change by e-mail to the admins of the organisation that is billed for the plan and, if different, of the customer's organisation. A customer who does not accept the new price may cancel before it applies (section 10.1).

9.8 If a card payment fails, or an invoice is not paid by its due date, Gosoft tells the customer by e-mail, and card payments are retried. If the amount is still unpaid 14 days after the due date, Gosoft may suspend the paid plan: the workspace falls back to the free tier and its website widgets stop showing until the customer pays or takes a new subscription. A suspension does not delete data; the data is kept and deleted under the normal retention periods (section 10.2). Gosoft may charge interest on late payment under the Finnish Interest Act (633/1982) and the fixed compensation for recovery costs that Finnish law allows between businesses.

9.9 Each plan includes a monthly allowance of AI conversations, as set out in the price list. The allowance resets at the start of each calendar month in the workspace's time zone, and unused conversations do not carry over. When the allowance is used up, the AI chat starts no new conversations until the next month or until the customer orders extra conversations from Gosoft; the rest of the Service keeps working. Gosoft tells the admins of the organisation that is billed for the plan when 80 % and when 100 % of the allowance has been used.

10. Cancellation, switching and the end of the agreement

10.1 The customer may cancel a subscription at any time. A card subscription can be cancelled in the portal; any subscription can be cancelled by e-mail to support@gosoft.fi. The cancellation takes effect at the end of the billing period already paid, and the Service continues until then.

10.2 When a paid plan ends, the workspace moves to the free tier (section 11). Its website widgets are archived and stop showing; they can be brought back by ordering a plan again. Its data stays in place and is deleted under the retention periods that apply to the workspace and under the inactivity rule in section 11.4.

10.3 While a workspace exists, including after its paid plan has ended (section 10.2), the customer's users can export its data in the portal: form and chat submissions as a CSV file (the newest 5,000 per export, for all forms or for one form), each file uploaded with a submission in its original format, one file at a time, each conversation with its messages as a JSON or CSV file, one conversation at a time, and the QR code of each Q-Form as a PNG or SVG image. Gosoft exports the rest of the customer's data on request as section 10.8 describes.

10.4 When the customer deletes a workspace or its organisation, the workspace stops at once and is kept for 30 days, during which the customer can restore it and then export its data; after that it is erased for good. Where a card subscription for the workspace is still running, the erasure waits until the subscription ends at the end of its paid period. An organisation that has an unpaid invoice or an order not yet invoiced, or that pays for a plan of another organisation, cannot be deleted in the portal until that is settled. Open billing never delays the erasure of personal data Gosoft processes on the customer's behalf: on request, or when the agreement ends, Gosoft erases it as described above, and only the organisation itself and Gosoft's own billing records are kept until the billing is settled. The customer can also have a deleted workspace erased at once in the portal, which ends a running card subscription for it at once without a refund. Erased data remains in Gosoft's encrypted backups until they are rotated out, normally about 30 days later.

10.5 The customer may end the agreement as a whole at any time by e-mail to support@gosoft.fi, with effect from the date the e-mail names or, if it names none, from the day Gosoft receives it, or by deleting its organisation in the portal (section 10.4), which stops its workspaces at once. Its paid subscriptions are not renewed, and fees already paid are not refunded (section 9.6). When the agreement ends for any reason, the customer's organisation is deleted and its data erased as in section 10.4, unless section 10.9 provides otherwise.

10.6 The customer may at any time ask Gosoft, by e-mail to support@gosoft.fi, to switch the Service or some of its workspaces to another provider or to the customer's own systems, or to erase the customer's data. The request names the workspaces concerned and, if the customer wants Gosoft to work with the new provider, that provider. The switching process starts on the date the customer chooses, at the latest two months after the request, and at once if the customer names no date.

10.7 Gosoft completes its part of the switch without undue delay and within 30 days from the start of the switching process (the transition period). During the transition period, the customer's plan continues and is charged as usual, unless the customer asks for it to end earlier, and Gosoft helps the customer and a provider it has authorised with the switch, tells the customer of any known risk to the continuity of the Service, and keeps the data secure as the DPA describes. If completing the switch within 30 days is not technically feasible, Gosoft tells the customer within 14 working days of the request, explains why and names a longer transition period of at most 7 months; the customer may extend the transition period once. On request, Gosoft gives the customer the information it needs for its exit plan.

10.8 The data that can be exported ("exportable data") consists of: (a) submissions from forms and chat, with their answers, context and summaries, and the files uploaded with them; (b) conversations and their messages, including live chat; (c) leads, bookings, visitor records and profiles, and analytics events; (d) the settings of the customer's organisation and workspaces, such as widgets, Q-Forms, automations, themes and texts; (e) knowledge-base documents and their sources, product feeds, and images and other files the customer has uploaded; (f) the organisation's members and their roles, and its log of access to personal data; and (g) any other data the Service keeps about the customer's use of it. Gosoft's software and its own content, its instructions to the AI models, information under section 5.5, passwords, keys and other security credentials, and other customers' data are not exportable data. The portal exports in section 10.3 are self-service. The rest Gosoft exports on request, within the transition period or, outside a switch, within 30 days of the request, as JSON or CSV files, together with the stored files: files uploaded with submissions in their original format, and images as the WebP files the Service keeps. Knowledge-base documents are exported as the text the Service extracted from them, because the uploaded original is not kept. Gosoft's register of export formats, which Gosoft keeps up to date, lists the formats and data structures of all exportable data and the standards they follow. The portal exports conversations and files one at a time and at most 5,000 submissions per file; on request, Gosoft exports all of them at once. The settings of widgets, Q-Forms and automations are in Gosoft's own format, which another service may not be able to use as such.

10.9 After the transition period, the customer can still retrieve its data for at least 30 days (the retrieval period). The agreement for the workspaces that the switch concerns ends when the switch is complete or, where the customer asked only for its data to be erased, when the switching process starts; Gosoft confirms the end by e-mail. When the retrieval period has ended, Gosoft deletes those workspaces, or the whole organisation if the switch concerned all of them, and they are erased as described in section 10.4, unless the customer asks Gosoft to keep them longer. Gosoft charges nothing for switching or for retrieving data. The customer's plan is charged as usual for as long as it continues (section 10.7), and fees already paid are not refunded (section 9.6).

10.10 The Service runs on servers in Helsinki, Finland, with backup copies in Falkenstein, Germany, so the data held on them is subject to the laws of Finland and Germany. The DPA lists the sub-processors that receive data, among them the AI provider and Google, which belong to groups based in the United States, and says where they process it. Gosoft discloses the customer's data to an authority only where Union or Finnish law requires it, and tells the customer about the request unless the law forbids it. As measures against access by governments outside the Union to non-personal data held in the Union, Gosoft hosts the Service with a provider established in the Union, encrypts its backups, and discloses data to an authority only as described above.

11. The free tier

11.1 The free tier includes one hosted Q-Form with up to 100 answers a month. It has no website widgets, no AI features and no website scanning.

11.2 Answers are sent by e-mail to the address set on the form, which must be the confirmed address of a member of the customer's organisation or a recipient address that its owner has confirmed. Gosoft does not keep the answers in the Service's database or file storage; Annex 1 describes the records it keeps and when a copy of an answer can remain in its e-mail.

11.3 Gosoft may change or end the free tier with at least 30 days' notice.

11.4 An organisation on the free tier, including one whose paid plan has ended, that has had no activity for 6 months is warned by e-mail sent to its admins, and is deleted as described in section 10.4 if there is still no activity 60 days after the warning. Activity means a member signing in, a form answer, a conversation, or analytics events of the customer's widgets.

11.5 The free tier comes with no service-level commitment, and support for it is by e-mail only.

12. AI features

12.1 The AI assistant's answers are generated automatically from the customer's content and the conversation, and they can be wrong or incomplete. The customer keeps its knowledge base accurate and up to date, follows the conversations, and does not present the assistant's answers as binding offers or as professional advice. Gosoft does not warrant that any single answer is correct.

12.2 Gosoft provides the AI assistant with a disclosure that visitors are talking to an AI system: an AI mark beside the assistant's name and a fixed first line in the AI conversation. The customer cannot switch them off in the portal, and shall not hide, cover or remove them by other means, present the assistant as a person or instruct it to claim to be a human. The customer is responsible for any further transparency that its own use of the AI features requires. Gosoft also marks the assistant's answers and, in the portal, Kollega's answers, the proposals of Build from your site and the FAQ drafts in a machine-readable way as generated by AI and provides a free check at https://connect.gosoft.fi/api/ai-check that shows whether a text matches one of these texts that Gosoft still holds. A result with no match does not show that a person wrote the text. The customer shall not remove or alter these marks or prevent them from reaching visitors. Editing the text in the portal does not breach this.

12.3 The Service is not designed for uses that the EU Artificial Intelligence Act lists as high-risk, such as screening or ranking job applicants, assessing creditworthiness, or deciding on access to education or to essential services. The customer shall not use the AI features, including AI steps in automations, for such uses.

12.4 The AI chat is not intended for children. The customer shall not use it on a website or service aimed at persons under 18.

12.5 Gosoft may change the AI models and providers it uses. A change of an AI provider that processes personal data follows section 7 of the DPA.

12.6 For the AI features of the Service, including the AI assistant, Gosoft is the provider and the customer the deployer within the meaning of the EU Artificial Intelligence Act (Regulation (EU) 2024/1689).

13. Hosted Q-Forms and reporting illegal content

13.1 A hosted Q-Form is published on its own page on gosoft.fi. For each hosted Q-Form, the customer:

• states on the form which organisation collects the answers;
• gives respondents, on the form, the information Article 13 GDPR requires, or a link to its own privacy notice that contains it;
• does not imitate the name, look or logo of another organisation, or of Gosoft;
• does not ask for data that section 2.3 does not allow;
• uses file-upload fields only for files the form needs (the Service accepts at most 6 files of at most 10 MB each per answer);
• keeps the questions and texts of the form lawful and accurate.

13.2 Gosoft may review a hosted Q-Form at any time. It may disable or remove a hosted Q-Form if, after assessing it, it considers that the form is illegal or breaks these terms. Where a report under section 13.3 makes illegality likely and the harm could be serious, for example a form that imitates a bank, Gosoft may disable the form at once while it assesses the report.

13.3 Anyone can report content in the Service that they consider illegal, such as a hosted Q-Form, through the report link on a hosted Q-Form's page, on Gosoft's report page or by e-mail to abuse@gosoft.fi. A report should explain why the content is considered illegal, give its exact address (URL), give the reporter's name and e-mail address (not required for a report that concerns the sexual abuse or sexual exploitation of children), and confirm that the reporter believes in good faith that the information and allegations in the report are accurate and complete.

13.4 Gosoft confirms that it has received a report, handles it without undue delay and objectively, and tells the reporter its decision and how the decision can be challenged. If Gosoft removes or disables content, it tells the customer the reasons and how the decision can be challenged, unless the law prevents it.

13.5 Authorities and users of the Service can contact Gosoft about these matters at abuse@gosoft.fi, in Finnish, Swedish or English.

13.6 A person at Gosoft reviews hosted Q-Forms and other content that the customer publishes, on a report under section 13.3, on an authority's order or on Gosoft's own initiative, and decides on each restriction; no automated tool removes the customer's content or restricts an account because of that content. The AI chat checks visitors' messages and the assistant's answers automatically with a content-moderation service unless this has been switched off for the customer's workspace (section 7 of the DPA): the assistant does not answer a message in the most serious categories, and flagged messages are shown to the customer in the portal. The customer or the reporter can ask Gosoft to review a decision again by replying to the e-mail that told them of it, and can also take the matter to court (the customer to the court named in section 8.1).

13.7 If Gosoft becomes aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of a person has taken place, is taking place or is likely to take place, it informs the police without delay.

14. Suspension and termination

14.1 Gosoft may suspend an account, a workspace or a single Q-Form, or remove content, if the customer seriously breaches section 2.3, 12 or 13, if the use endangers the security or operation of the Service, or if an authority orders it. Where the restriction concerns content or use that Gosoft considers illegal or contrary to these terms, Gosoft tells the customer, at the latest when the restriction takes effect, what it has restricted and for how long, the facts and any report it relied on, whether automated means were used, the provision of law or of these terms it relied on and why, and how the customer can challenge the decision. In other cases Gosoft tells the customer the reason in advance where possible, otherwise without delay. Gosoft restores the Service when the reason no longer exists.

14.2 Either party may terminate the agreement with immediate effect if the other party materially breaches it and, where the breach can be remedied, does not remedy it within 14 days of a written notice. Gosoft may also terminate the agreement if the customer's breaches of section 2.3, 12 or 13 are serious or repeated.

14.3 Suspension for late payment is described in section 9.8. When the agreement ends, the customer's organisation and data are handled as described in sections 10.5 and 10.9.

14.4 Gosoft may end the Service, or a paid plan, for all customers by giving at least three months' notice by e-mail to the admins, and refunds the fees paid for the period after the end.

15. Support and availability

15.1 Gosoft provides support by e-mail at support@gosoft.fi on Finnish business days (Monday to Friday, except public holidays).

15.2 Gosoft aims to keep the Service available at all times but gives no service-level commitment unless it has agreed one in writing. Gosoft may interrupt the Service for maintenance, updates or security reasons. It tries to do this at times of low use, and tells customers in advance of planned maintenance that interrupts the Service noticeably.

15.3 Gosoft develops the Service and may change it. If a change removes a feature that is part of the customer's paid plan, section 7.2 applies, and a customer that cancels because of the change before it takes effect gets a refund of the fees it has paid for the period after the change takes effect.

15.4 Features that the price list or the portal marks as beta work but may still change or be withdrawn without the notice in section 7.2, and no service-level commitment covers them.

16. General provisions

16.1 Each party keeps confidential the other party's business secrets and other information marked as confidential or evidently confidential that it receives in connection with the Service, and uses it only for the purposes of the agreement. This does not apply to information that is public, that the party already had or has received lawfully from a third party, or that it must disclose by law or at an authority's order. This obligation continues for 3 years after the agreement ends. The confidentiality of personal data is governed by the DPA or, for the free tier, Annex 1.

16.2 Neither party is liable for a delay or failure caused by an event beyond its reasonable control that it could not reasonably have foreseen or avoided, such as a natural disaster, war, strike, an action of a public authority, or a general disruption of electricity supply or telecommunications, or a disruption at a subcontractor of Gosoft caused by such an event. The party affected tells the other party without delay.

16.3 Gosoft may use subcontractors to provide the Service and is responsible for their work as for its own; sub-processors of personal data follow the DPA. Gosoft may transfer the agreement to a company that takes over the Service or Gosoft's business. It tells the customer in advance, and a customer that does not accept the transfer may terminate the agreement with effect from the transfer and gets a refund of the fees paid for the period after it. The customer may transfer the agreement only with Gosoft's written consent.

16.4 Gosoft sends notices under these terms by e-mail to the admins of the customer's organisation, and may also show them in the portal. The customer sends notices to Gosoft by e-mail to support@gosoft.fi, and notices about personal data to privacy@gosoft.fi.

16.5 If a provision of these terms is found invalid, the other provisions remain in force.

16.6 Sections 5.4, 6, 8, 9, 10.4, 10.8, 10.9 and 16.1 and Annex 1 continue to apply after the agreement ends, for as long as they are relevant.

17. Contact

Gosoft Oy Business ID: 3454099-6 Punavuorenkatu 7 B 38, 00120 Helsinki, Finland Phone: +358 50 385 4095 Email: info@gosoft.fi

• Support: support@gosoft.fi
• Privacy: privacy@gosoft.fi
• Reports of illegal content: abuse@gosoft.fi

Annex 1. Data processing terms for the free tier

These terms apply under section 4.2 to the answers that respondents send through the customer's hosted Q-Form on the free tier.

1. Roles. For these answers, the customer is the controller and Gosoft processes the answers on the customer's behalf as its processor.

2. Subject matter, nature and purpose. Gosoft publishes the Q-Form page, receives each answer, including any files the respondent uploads, and sends it by e-mail to the address set on the form (a confirmed address of a member of the customer's organisation, or a recipient address confirmed by its owner). Gosoft counts the answers to apply the monthly limit, and records the analytics described in point 5 for the customer.

3. Duration. For as long as the Q-Form is published; each answer only for as long as it takes to send it, apart from a non-delivery report under point 5, which stays in the mailbox for returned mail until Gosoft deletes it, at the latest 30 days after it arrives.

4. Data and data subjects. Whatever the customer's form asks for, any uploaded files, and the identifiers and records described in point 5. The data subjects are the people who open or answer the form.

5. Storage. Gosoft does not keep the answers or the uploaded files in its database or file storage. For each answer it records only these four things:

   • (a) the workspace and the time, with no content, to count answers against the monthly limit;
   • (b) an analytics record of the answer for the customer, with the device type (mobile, tablet or desktop), linked to the respondent's random visitor identifier or, where the customer requires consent for analytics, to a daily identifier computed from the workspace, the IP address and the browser's user-agent string with a key that changes every day;
   • (c) the respondent's random visitor identifier with a hash of a secret held in the respondent's browser, which the Service uses to check that a later request for the visitor's data or its erasure comes from that browser. The Q-Form page itself does not offer such requests; a respondent can make them to the customer, or to Gosoft at privacy@gosoft.fi;
   • (d) a delivery record with the form, the time and the number of inboxes the answer was sent to, with no content.

   The respondent's browser keeps that identifier and secret in its local storage. Views of the Q-Form page are recorded as analytics for the customer, under the same consent rule as the website widgets.

   The e-mail passes through Gosoft's own mail server on the same host. A message that the receiving server does not accept at once waits in the mail server's queue and is removed when it has been delivered or finally refused. The mail server's log records the addresses and the time of delivery, not the content of the message; it has no fixed retention period and is removed when the server's system log is rotated. A message that cannot be delivered is returned as a non-delivery report to Gosoft's mailbox for returned mail, which Google provides (point 8); such a report can contain part of the answer.

6. Instructions. The form as the customer sets it up, and these terms, are the customer's documented instructions, including on transfers. The customer also instructs Gosoft to derive aggregated statistics that identify neither the customer nor any person, to operate, secure and improve the Service (section 5.5). Gosoft processes the answers only on those instructions unless Union or Finnish law requires otherwise; it then tells the customer before processing unless that law forbids it.

7. Confidentiality and security. Gosoft's personnel are bound by confidentiality. Web connections are encrypted with TLS. The e-mail that carries an answer is encrypted in transit with TLS only where the receiving mail server offers it, and that server's certificate is not verified. Access to the Service is limited to user accounts, scoped per organisation and workspace, and checked on every request. Gosoft applies the security measures in section 6.3 of the DPA, as far as they are relevant, to the answers and to the records in point 5.

8. Sub-processors. Hetzner Online GmbH, hosting in Helsinki, Finland, with backup copies in Falkenstein, Germany; and Google, which provides Gosoft's e-mail service (Google Workspace), for the mailbox that receives returned mail (point 5). Google may process that mail outside the EEA, relying on the transfer safeguards in its data processing terms. No AI provider is used for the free tier. The customer gives Gosoft general authorisation to engage sub-processors; Gosoft tells the customer of an intended addition or replacement in advance, and the customer may object and terminate as section 7 of the DPA describes. Gosoft imposes on each sub-processor by contract data protection obligations that give at least the same level of protection as these terms, and remains liable to the customer for its sub-processors.

9. Assistance, breach notice and audits. Gosoft notifies the customer of a personal data breach affecting the answers, including a breach at a sub-processor, without undue delay, naming the contact point at Gosoft for further information (privacy@gosoft.fi); assists the customer, as far as it reasonably can given the limited data it keeps, with data subjects' requests and with its duties under Articles 32 to 36 GDPR; immediately tells the customer if, in Gosoft's opinion, an instruction infringes data protection law; and makes available the information needed to demonstrate compliance with Article 28 GDPR. Audits follow section 9 of the DPA.

10. Deletion. Once an answer is sent, only the records in point 5 remain. The count is deleted after 62 days; the analytics record after the customer's analytics retention period (365 days unless changed); the visitor record once it is older than the workspace's retention period (90 days unless changed) and no other data for that visitor remains; the delivery record when the workspace is deleted. When the customer deletes the Q-Form or its account, the records are deleted under the same rules and section 10.4 of the terms. The customer can have these records exported under section 10.8 of the terms before they are deleted.

11. Information to respondents. The customer informs respondents about the processing (section 13.1). Gosoft's data-processor privacy notice describes Gosoft's role.