These Terms of Service (“Terms”) govern access to and use of the Alumanel platform, websites, and related services (together, the “Service”) provided by SnowVolt, organisation number 937003315, registered in Norway (“SnowVolt”, “we”, “us”, “our”).
The Service is intended for business use only. By creating an account, signing an order, or using the Service, the organisation you represent (“Customer”, “you”) accepts these Terms. If you accept on behalf of an organisation, you confirm you are authorised to bind that organisation. These Terms are not directed at consumers within the meaning of the Norwegian Consumer Purchases Act (forbrukerkjøpsloven).
1. Definitions
- “Service” — the Alumanel ITSM platform, including the admin console, the agent/requester application, associated APIs, and documentation.
- “Customer Data” — all data, content, and information that the Customer, its Authorised Users, or its end users (requesters) submit to or generate within the Service, including support tickets, comments, attachments, and contact details.
- “Authorised User” — an individual (agent, administrator, or requester) the Customer permits to use the Service.
- “Workspace” / “Environment” — the isolated tenant instance provisioned for the Customer.
- “Subscription” — the paid plan, seat count, and billing term selected by the Customer.
- “Environment Owner” — the Authorised User who created the Workspace or who is designated as its owner in the console. The Environment Owner is responsible for the Workspace's billing, including trial conversion, seat changes, and payment.
- “DPA” — the Data Processing Agreement referenced in section 11.
2. The Service
2.1 Alumanel is a multi-tenant, cloud-hosted IT service management platform. Features include ticket management, a service catalogue and approval workflows, service-level agreement (SLA) tracking, dashboards, search, inbound and outbound email handling, and a customer support portal.
2.2 We may add, modify, or remove features over time. We will not materially reduce the core functionality of a paid Subscription during its then-current term without reasonable notice.
2.3 The Service is provided “as a service” (SaaS). We host and operate it; you do not receive a copy of the software.
3. Accounts and Authorised Users
3.1 The Customer is responsible for configuring its Workspace, provisioning Authorised Users, assigning roles (including administrator and environment-admin roles), and keeping account information accurate.
3.2 The Customer is responsible for all activity under its Workspace and its Authorised Users' accounts. Login credentials must be kept confidential. Administrators must enable and maintain appropriate access controls, including multi-factor authentication where offered.
3.3 The Customer must ensure its Authorised Users comply with these Terms.
4. Subscriptions, Fees, and Billing
4.1 Fees. Access to paid features requires an active Subscription. Unless a different price is agreed in an applicable order, the Subscription is billed at $1,000/month per Workspace/Environment, plus $49/month per agent (Authorised Users acting as requesters or approvers are free and unlimited). Fees, seat counts, and the billing cycle are otherwise those presented at sign-up.
4.2 Payment. Payments are processed by our payment provider (Stripe). By subscribing, you authorise recurring charges for the Subscription until it is cancelled in accordance with these Terms.
4.3 Taxes. All fees are exclusive of value-added tax (merverdiavgift, MVA) and other applicable taxes, which are added where required.
4.4 Seat changes. Adding seats or upgrading may change your recurring charge, effective from the change. Reductions take effect at the next renewal unless stated otherwise.
4.5 Storage and overage. Each Workspace/Environment includes 10 GB of database storage. Usage above that allowance is billed at €0.25 per GB per month for the excess. Overage charges are calculated automatically and added to the invoice for your next billing cycle — there is no separate action required from you. Exceeding the included storage does not interrupt, throttle, or suspend the Service: the Service continues to operate normally and your Environment scales automatically to accommodate the additional data.
4.6 Non-payment. If fees are overdue, we may suspend the Service after reasonable notice until payment is made.
4.7 No consumer withdrawal right. As the Service is supplied to businesses, the statutory consumer right of withdrawal (angrerett) does not apply.
4.8 Trial conversion. A trial automatically converts to a paid Subscription and your card is charged at the end of the trial period unless the trial is cancelled beforehand through the console. It is the Environment Owner's responsibility to cancel the trial in time if it is not to continue. We do not issue refunds for charges resulting from a trial that was not cancelled before conversion.
4.9 Billing responsibility. The Environment Owner is responsible for the Workspace's payment obligations under these Terms, including charges arising from trial conversion, seat changes, and storage overage (section 4.5). This does not relieve the Customer of its own liability for fees under these Terms.
5. Term, Renewal, Suspension, and Termination
5.1 Term & renewal. The Subscription runs for the selected term and renews automatically for successive equal terms unless cancelled before the renewal date.
5.2 Cancellation by Customer. You may cancel a Subscription through the console or by contacting us; cancellation takes effect at the end of the current billing term. Fees already paid are non-refundable except where required by law.
5.3 Suspension. We may suspend access where necessary to protect the Service or other customers, to address a security risk, for a material breach of these Terms, or for non-payment.
5.4 Termination. Either party may terminate for material breach not cured within 30 days of written notice. We may terminate or suspend immediately for unlawful use or a serious security threat.
5.5 Effect of termination. On termination, access ends. We make Customer Data available for export for a limited period (see section 7), after which it may be deleted in accordance with our retention practices.
6. Acceptable Use
6.1 You must not, and must not permit any Authorised User to:
- use the Service in violation of applicable law or third-party rights;
- upload unlawful, infringing, or malicious content, or malware;
- attempt to gain unauthorised access to the Service, other tenants, or underlying infrastructure;
- probe, scan, or test the vulnerability of the Service without our prior written consent;
- resell or provide the Service to third parties except to your own Authorised Users and end users in the ordinary course of your support operations;
- use the Service to send unlawful, deceptive, or unsolicited bulk communications.
6.2 We may investigate suspected violations and take appropriate action, including suspension.
7. Customer Data
7.1 Ownership. As between the parties, the Customer owns all Customer Data. We claim no ownership of it.
7.2 Licence to operate. You grant us a limited licence to host, process, transmit, display, and back up Customer Data solely to provide and support the Service and as instructed by you.
7.3 Responsibility for content. You are responsible for the accuracy, quality, and legality of Customer Data and for having the necessary rights and lawful basis to submit it.
7.4 Export. During an active Subscription, and for a limited period after termination, you may export Customer Data using the Service's export functionality. It is your responsibility to retrieve your data before it is deleted.
8. Availability and Support
8.1 We aim to keep the Service available and reliable but do not guarantee uninterrupted operation. Maintenance, updates, and factors outside our control may cause downtime.
8.2 Support is provided through the channels described in the Service (for example, the in-app contact form and support email). The Service's own SLA-tracking features are tools for the Customer's operations and do not constitute a service-level commitment by us unless a separate written SLA is agreed.
9. Security
9.1 We implement reasonable technical and organisational measures designed to protect the Service and Customer Data, including tenant isolation, encryption in transit, access controls, and role-based permissions.
9.2 No system is perfectly secure. You are responsible for security within your control, including managing Authorised Users, roles, and credentials.
10. Intellectual Property
10.1 We and our licensors own all rights in the Service, including its software, design, and documentation. Except for the limited right to use the Service under these Terms, no rights are granted to you.
10.2 If you provide feedback or suggestions, we may use them to improve the Service without obligation to you.
11. Data Protection
11.1 In providing the Service, we process personal data on the Customer's behalf. For that processing, the Customer is the data controller and SnowVolt is the data processor. This processing is governed by our Data Processing Agreement (DPA) and by our Privacy Policy, which describe the subject-matter, purposes, categories of data, sub-processors, security measures, and international transfers.
11.2 For personal data we process for our own purposes (for example, account administration, billing, and website analytics), SnowVolt is the data controller, as described in the Privacy Policy.
11.3 Both parties will comply with the EU General Data Protection Regulation (GDPR) as implemented in Norway by the Personal Data Act (personopplysningsloven) and other applicable data-protection law.
11.4 Customer Data may be hosted in the EU/EEA or, depending on the Workspace region, in the United States. Where personal data is transferred outside the EEA, appropriate safeguards (such as the EU Standard Contractual Clauses) are applied. See the Privacy Policy for details.
12. Confidentiality
12.1 Each party may receive confidential information of the other. The receiving party will protect it with reasonable care, use it only to perform under these Terms, and not disclose it except to personnel and advisers bound by confidentiality.
12.2 This does not apply to information that is public, independently developed, or lawfully obtained without a duty of confidentiality, or where disclosure is legally required.
13. Warranties and Disclaimers
13.1 We warrant that we will provide the Service with reasonable skill and care.
13.2 Except as expressly stated, the Service is provided “as is” and “as available”. To the extent permitted by law, we disclaim all other warranties, express or implied, including fitness for a particular purpose, merchantability, and non-infringement. We do not warrant that the Service will be error-free or uninterrupted.
14. Limitation of Liability
14.1 Nothing in these Terms limits liability that cannot be limited under Norwegian law, including liability for intent or gross negligence.
14.2 Subject to 14.1, neither party is liable for indirect or consequential loss, loss of profits, loss of goodwill, or loss of data (beyond our obligation to maintain reasonable backups).
14.3 Subject to 14.1, each party's total aggregate liability arising out of or related to these Terms is limited to the fees paid or payable by the Customer for the Service in the twelve (12) months preceding the event giving rise to the claim.
14.4 These limitations apply regardless of the legal theory and even if a remedy fails of its essential purpose.
15. Indemnification
15.1 The Customer will defend and indemnify SnowVolt against third-party claims arising from Customer Data or the Customer's use of the Service in breach of these Terms or applicable law, except to the extent caused by SnowVolt.
16. Changes to the Terms
16.1 We may update these Terms from time to time. For material changes, we will give reasonable notice (for example, by email or in-app). Continued use after the changes take effect constitutes acceptance. If you do not agree, you may cancel before the changes take effect.
17. Force Majeure
17.1 Neither party is liable for failure or delay caused by events beyond its reasonable control, including outages of infrastructure or third-party providers, network failures, acts of authorities, or natural events.
18. Governing Law and Jurisdiction
18.1 These Terms are governed by Norwegian law, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods (CISG).
18.2 Disputes will be subject to the exclusive jurisdiction of the ordinary Norwegian courts, with Oslo tingrett as the agreed legal venue.
19. Miscellaneous
- Assignment. You may not assign these Terms without our consent; we may assign them to an affiliate or in connection with a merger, acquisition, or sale of assets.
- Entire agreement. These Terms, the DPA, and any order form constitute the entire agreement and supersede prior discussions on their subject matter.
- Severability. If any provision is unenforceable, the rest remain in effect.
- No waiver. Failure to enforce a provision is not a waiver.
- Notices. Legal notices to us should be sent to hello@alumanel.com; we may notify you via the contact details on your account.
20. Contact
SnowVolt · Org. nr. 937003315
Email: hei@snowvolt.com
Last updated: 7 September 2026 · Version 1.0