Services Agreement
Version 1.0 · 1st September 2026 · Effective date: 1st September 2026
This Services Agreement sets out the standard terms on which VOKT provides the Platform and related professional services to a customer, together with an order form. It is incorporated into, and governed by, the Terms and Conditions. Where this Agreement and the Terms and Conditions conflict, the order of precedence in the Terms and Conditions section 17 applies.
This Agreement does not repeat definitions already set out in the Terms and Conditions. Agreement, Authorised User, Customer Data, Deployment Tier, Output, Platform and Services carry the same meaning here as there.
1. Scope of Services
VOKT provides VOKT Core, configured to the deployment mode stated in the order form, together with any professional services listed there. The Platform connects to the systems, databases and documents the customer specifies, and allows the customer to search, understand, build on and automate that estate. All deployment modes run the same platform: knowledge base, agents and automations, OCR, dashboards, audit logs, and verified, source-attributed answers.
2. Deployment Modes
The order form states which deployment mode applies. The mode determines where Customer Data is held and processed, and which sub-processors, if any, are involved.
Shared Cloud: multi-tenant VOKT Core on VOKT-managed EU infrastructure (Hetzner). Customer Data is isolated per tenant; infrastructure is shared.
Private Cloud: a dedicated, single-tenant VOKT Core instance on VOKT-managed EU infrastructure, with a 99.9% uptime service level and guaranteed EU data residency.
Own Cloud: VOKT Core runs entirely inside the customer's own infrastructure.
Sealed: VOKT Core deployed in a fully isolated network with no internet connectivity and no external API calls to any third-party model provider.
A customer on Shared Cloud, Private Cloud, or Own Cloud may connect its own model provider key, including providers outside the EU. Doing so is the customer's choice, is subject to an in-product acknowledgement, and means EU residency no longer applies to that workspace.
3. Users and Included Usage
The subscription covers the number of named users stated in the order form. Additional named users are charged at the rate stated there, from the month in which they are added.
Where the order form includes a model-token allowance, it is applied per user per calendar month via Vokt Router. The customer may top up tokens for any model published on the Vokt Router rate card, or connect its own LLM API key, in which case no Router markup applies.
4. Term and Renewal
The subscription commences on the effective date stated in the order form and continues for an initial term of twelve (12) months, renewing automatically for successive twelve (12) month periods unless either party gives sixty (60) days' written notice of non-renewal before the end of the then-current term.
5. Fees, Invoicing and Taxes
Fees are as stated in the order form and are exclusive of VAT and any applicable taxes, which are added where required by law. Subscriptions are billed monthly, or annually in advance. Professional services are billed monthly in arrears against hours worked, at the rate stated in the order form.
6. Support and Service Levels
Support is provided by email during business hours, 08:00 to 17:00 CET, Monday to Friday, with target acknowledgement within one (1) business day.
The 99.9% uptime service level applies to the Private Cloud deployment mode. For other modes, VOKT uses reasonable efforts to maintain availability of the Service.
7. Changes to the Service
VOKT may apply software updates to VOKT Core as released. Material updates affecting the customer's workflow will be communicated with reasonable advance notice. Changes specific to a customer's configuration, integrations, or workflows are agreed separately in writing before implementation.
8. Professional Services
Where the order form includes onboarding, an Acceleration Sprint, or bespoke engineering, the scope, rate and any conditions are stated there. Engineering-services fees are invoiced separately from the subscription and do not earn or offset any commission under a Channel Partner Agreement.
9. Intellectual Property
VOKT retains all rights, title and interest in VOKT Core, including the underlying technology and any updates, improvements or modifications. The customer retains all rights, title and interest in (a) the data the customer uploads to or generates within VOKT Core; (b) the customer's configurations of VOKT Core, including templates, agents, prompts, dashboards and integrations; and (c) outputs produced by the Service from the customer's data.
VOKT shall not use the customer's data, configurations or outputs to train any large language model or to develop any commercial product offering.
10. Data Protection
Where VOKT processes personal data on the customer's behalf, this happens under the Data Processing Agreement, which is incorporated into this Agreement pursuant to Article 28 of the General Data Protection Regulation. In respect of that processing, the customer is the data controller and VOKT is the data processor. The Data Processing Agreement names VOKT's sub-processors; personal data is hosted within the European Economic Area, and no transfer outside the EEA takes place without an appropriate transfer mechanism under Chapter V of the General Data Protection Regulation and the customer's prior written authorisation.
11. Confidentiality
Each party shall hold the other party's confidential information in strict confidence, use it only for purposes of performing this Agreement, and protect it with at least the same care it uses for its own information of comparable sensitivity, and in no event less than reasonable care. This obligation survives termination for five (5) years.
12. Warranties and Disclaimers
Each party warrants it has the authority to enter this Agreement. VOKT warrants it will provide the Services with reasonable skill and care. Except as stated in this Agreement, the Services are provided without further warranty, to the extent permitted by law.
13. Limitation of Liability
Neither party is liable for indirect or consequential loss. Each party's aggregate liability under this Agreement is limited to the fees paid or payable in the twelve (12) months preceding the claim, except for liability that cannot be limited by law.
14. Termination
Either party may terminate for material breach not remedied within thirty (30) days of written notice, or immediately on the other party's insolvency. On termination, VOKT shall make the customer's data available for export for thirty (30) days, after which it may be deleted, unless retention is required by law.
15. General
This Agreement is governed by Norwegian law, and the parties submit to the exclusive jurisdiction of the Norwegian courts. Notices shall be in writing to the contact addresses in the order form; notice by email to the address on file is sufficient. Neither party may assign this Agreement without the other's prior written consent, except to a successor in connection with a merger, acquisition, or sale of substantially all its assets, on written notice. Order of precedence and the process for changes to these terms are as stated in the Terms and Conditions section 17.
Contact
Frostbyte Holding AS,
Årdalsvegen 35, 6884 Øvre Årdal, Norge
Org. nr. 934 881 982
Related documents: our Terms and Conditions govern use of the website and the service and are incorporated into this Agreement; our Data Processing Agreement governs personal data we process for you; our Privacy Policy explains how we handle personal data as a controller; our Cookie Policy explains what we store on your device.
References
Agreement on the European Economic Area, 1994 O.J. (L 1) 3. https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A21994A0103%2801%29
Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation), 2016 O.J. (L 119) 1. https://eur-lex.europa.eu/eli/reg/2016/679/oj
Regulation (EU) 2024/1689 of the European Parliament and of the Council of 13 June 2024 laying down harmonised rules on artificial intelligence (Artificial Intelligence Act). https://eur-lex.europa.eu/eli/reg/2024/1689/oj