Version 1.0 · in force from 9 August 2026

These terms govern the use of the Toscana ERP and CRM system and the services we provide with it. They apply alongside the individual customer contract; where the contract and these terms differ, the contract prevails.

1. Service provider

Company	TOSCANA systems d.o.o.
Registered office	Svetoklarska 26b, 10020 Zagreb, Croatia
VAT number	HR37847480286
Company registration number	080826705
E-mail	support@toscana-systems.eu

2. What the service covers

Toscana ERP and CRM is a business system used through a web browser. The service includes:

• the right to use the system for the agreed number of users;
• hosting of the system and data on servers in Germany, within the European Union;
• backups of the database every 8 hours and of files stored on disk (attachments, documents, images) once a week;
• all upgrades and corrections of the system during the term of the contract, at no extra charge;
• support to the extent described in section 5.

Implementation (parametrisation, data migration, training) is agreed and charged separately, according to the scope established before signing.

3. Contract term and termination

• The contract is concluded for a minimum of 24 months. That term follows from the scope of implementation and parametrisation we carry out at the start of the relationship.
• After the initial period the contract is renewed automatically unless either party terminates it.
• The notice period is 30 days; termination must be given in writing at the latest 30 days before the end of the current period.
• Notice is sent to support@toscana-systems.eu or by registered mail to the registered office.

4. Prices and payment

• The monthly fee is paid in advance, due within 15 days of the invoice date.
• Implementation and parametrisation are paid according to the schedule agreed in the contract.
• Work outside the monthly fee is charged according to the current price list: consultant EUR 90 per hour, developer EUR 86 per hour, in units of half an hour. We provide an estimate of hours before such work begins.
• Travel to the customer is charged at EUR 0.25 per kilometre plus tolls and, where necessary, accommodation and daily allowances.
• All prices are exclusive of VAT.
• If payment is more than 30 days overdue we reserve the right to restrict access to the system, following prior written notice and a period of at least 8 days.

5. Support

Regular support

Working days from 8:00 to 16:00, by e-mail and telephone, to an extent that depends on the agreed package.

Response and resolution times

Times run during working hours, except for critical reports, which are handled immediately.

Level	Example	Response	Resolution or workaround
Critical	system unavailable, work stoppage, security incident	immediately, 24/7 on-call phone	without delay, until work is restored
High	a module does not work but a workaround exists	1 working day	5 working days
Normal	question, minor error, change request	2 working days	as agreed

Enhanced support after go-live

For the first 90 days after the system goes live we correct errors and make adjustments arising from the implementation at no extra charge. After that the usual support terms and the price list in section 4 apply.

6. System availability

• We guarantee system availability of 99.5 % per month.
• The calculation excludes announced maintenance, interruptions on the customer's side (internet, local network, equipment) and events beyond our control.
• Planned maintenance is announced at least 2 working days in advance and is as a rule carried out outside working hours.
• Database backups are made every 8 hours, which means that in the worst case the loss of entered data does not exceed 8 hours of work. Backups of files stored on disk are made once a week.

7. Customer obligations

• keep login credentials safe and not share user accounts between several people;
• provide a working internet connection and equipment on their side;
• appoint a person responsible for communication with us during implementation;
• report faults without delay and describe them so that we can reproduce them;
• use the system in accordance with the law and not attempt to circumvent security mechanisms.

8. Customer data

• Data entered into the system by the customer remains the customer's property.
• For that data the customer is the controller and we are the processor; we process it solely on the customer's instructions. Details are in our privacy policy.
• At the customer's request we export the data in a machine-readable format.
• After the contract ends we keep the data for at most 90 days and then delete it or hand it over to the customer according to their instruction.

9. Liability

• Total liability for damages is limited to an amount equal to three monthly fees.
• We are not liable for lost profit, lost business opportunity or indirect damage.
• The limitation does not apply to damage caused intentionally or by gross negligence, nor in cases where the law does not permit such limitation.

10. Confidentiality

We treat all information about the customer's business that we learn during the relationship as a business secret, both during and after the term of the contract. The same obligation applies to the customer in respect of our technical solutions and prices.

11. Rights of use

The customer receives the right to use the system for the term of the contract, for the agreed number of users. The system is not sold and ownership of it is not transferred. Customisations made for the customer may be used without restriction for the term of the contract.

12. Changes to these terms

We may amend these terms. We notify customers of material changes by e-mail at least 30 days in advance. A customer who does not agree with a change may terminate the contract before the change takes effect, without charge.

13. Governing law and disputes

The law of the Republic of Croatia applies. We seek to resolve disputes by agreement; failing that, the competent court in Zagreb has jurisdiction.