1. Provider
The ukulabs platform ("Service") is developed, owned and provided by Sixty Four OÜ, a private limited company registered in Estonia (registry code 12354921, VAT ID EE102943256), Kolde pst 23, 10412 Tallinn, Estonia. Contact: henrik.aavik@sixtyfour.ee, +372 509 2839.
2. Scope of the Service
The Service is a cloud (SaaS) platform for project and work management, knowledge management, service desk, portfolio management, dashboards, and automation. It is provided as subscriptions (licences) for a defined number of users or agents and a defined term, as stated in the customer's order or contract. The open-source core (GLPI, GNU GPL v3) is used under its licence and creates no additional licence fees for the customer.
3. Order of precedence
If a customer has a signed contract with Sixty Four OÜ (including a public procurement contract), that contract takes precedence over these Terms. These Terms apply to anything the contract does not regulate.
4. Subscriptions and accounts
- Subscriptions are granted per named user (or agent for the service desk module) for the agreed term. End customers of the service desk portal are not counted as users.
- The customer administers its own users, groups and permissions and is responsible for keeping credentials confidential.
- Single sign-on (Microsoft Entra ID / SAML / OIDC, LDAPS) is available at no additional cost.
5. Hosting and data location
The Service is hosted in the European Union (Google Cloud, region europe-north1, Finland). Customer data is stored and processed in the EU/EEA. Personal data is processed according to the Data Processing Agreement.
6. Availability and support
- Target availability: 99.9% per calendar month, excluding announced maintenance (announced at least 3 working days in advance and performed outside 08:00–18:00 EET where possible).
- Support channels: e-mail and the ukulabs service portal, in Lithuanian, Estonian and English.
- Response targets: critical incident (Service unavailable) — 1 hour, 24/7; high — 4 business hours; normal — 1 business day.
- Updates and new versions are included in the subscription.
7. Security
Data is encrypted in transit (TLS 1.2+) and at rest. Backups are made daily and kept for at least 30 days. Access by provider staff is limited to what is needed to operate and support the Service and is logged.
8. Customer data and exit
- The customer owns all of its data. Sixty Four OÜ uses customer data only to provide the Service.
- The customer can export its data at any time in open formats (CSV, JSON, XML, attachments as original files).
- After the subscription ends, data remains available for export for 30 days and is then deleted, unless the customer requests earlier deletion or the law requires otherwise.
9. Acceptable use
The customer must not use the Service for unlawful purposes, to distribute malware, or to attempt to gain unauthorised access to the Service or other customers' data.
10. Fees and invoicing
Fees and payment terms are those stated in the order or contract. Electronic invoicing is supported, including public-sector e-invoicing systems.
11. Liability
Each party's liability is limited as stated in the contract. Where the contract is silent, liability is limited to the fees paid for the 12 months before the claim, except for intentional misconduct or gross negligence, or where the law does not allow limitation.
12. Changes
Sixty Four OÜ may update these Terms. Changes do not reduce the service level of an active subscription during its term. The version in force on the contract date applies to that contract unless the parties agree otherwise.
13. Governing law
Unless the contract states otherwise, these Terms are governed by the laws of the Republic of Estonia. For public procurement contracts, the law and courts specified in the contract apply.