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Terms of Service

Translation. This is an English translation of the Norwegian original. The Norwegian version is the binding version and prevails in the event of any discrepancy between the Norwegian and the English text. CIRON AS is a Norwegian company, and the agreement is governed by Norwegian law.
Draft. This document has not been legally reviewed. It describes how the service actually works, and is intended as the basis for the lawyer's review — not as a finished agreement. This notice will be removed once the review has been completed.
FieldContent
SupplierCIRON AS, org. no. 922 148 759, Trondheim, Norway
ServiceNirona — case management with a knowledge base
Effective from5. september 2026
Version0.9 — utkast til juridisk gjennomgang (draft 0.9, pending legal review)
LanguageNorwegian is the authoritative language version. In the event of any conflict with a translation, the Norwegian text prevails
Governing law and venueNorwegian law. Trøndelag District Court (Trøndelag tingrett)
Contents
  1. Who the agreement is between
  2. What the service is
  3. Accounts and access
  4. Service levels
  5. The customer's data
  6. Our access to the content
  7. Acceptable use
  8. Price and payment
  9. Changes to the service
  10. Termination and data export
  11. Liability
  12. Changes to these terms

1Who the agreement is between

The agreement is entered into between CIRON AS and the organisation that orders the service. The organisation is referred to as the customer.

The customer's own employees and the customer's users are not parties to the agreement. They use the service on the customer's behalf, and the customer is responsible for their use.

If you use Nirona because your employer has ordered it, it is your employer who has the agreement with us. Questions about your own access or your own cases should be directed to your administrator, not to CIRON.

2What the service is

Nirona is a case management system in which the customer's users report cases, the customer's own support staff resolve them, and the resolutions become help articles that others can use.

CIRON supplies the system. CIRON does not provide user support to the customer's users, and is not responsible for the content of the cases or for how the customer staffs its own support function.

3Accounts and access

The customer creates and removes its own users. CIRON never creates users at the customer on its own initiative.

Sign-in takes place with the customer's own identity provider — Microsoft Entra ID or Google Workspace — or with a passkey. The customer is responsible for its own identity directory, its own multi-factor policy, and for ending access when an employment relationship ends.

At least one administrator at the customer shall have a passkey, even when sign-in through an identity provider is required. This is so that the customer does not lose access to its own case archive if the identity provider is unavailable.

4Service levels

The deadlines below apply to CIRON's support to the customer's administrators, in matters concerning the agreement, the configuration or defects in the product.

ClassFirst responseResolution
UrgentWithin 4 hoursWithin 24 hours, around the clock
NormalWithin 1 working dayWithin 5 working days

A working day is Monday to Friday, 08:00–16:00, Norwegian time, excluding Norwegian public holidays.

The deadlines that the customer's own support team gives its users are set by the customer in the system and are not an obligation for CIRON.

CIRON does not support the customer's end users, either directly or by forwarding. An end user who contacts CIRON will be referred to their own administrator. The exception is notification of a security incident affecting the platform itself; in that case CIRON notifies the customer directly, regardless of the support line.

5The customer's data

The customer owns its data. CIRON claims no ownership of cases, messages, attachments or help articles.

Each customer has its own data store and its own encryption key. Content is encrypted before it is stored. Storage and processing take place within the EU.

CIRON does not use the customer's content to train models, for product development or for any purpose other than delivering the service to the customer. It is not sold, and it is not shared with third parties beyond the processors listed in the privacy notice.

Help articles are the customer's content, and are not shared between customers.

6Our access to the content

No one at CIRON has standing read access to the customer's cases.

If we need access in order to resolve a fault, we request time-limited support access. It requires a justification and a reference to a specific case, must be approved by the customer's administrator, lasts no more than four hours, notifies all of the customer's administrators, and is written to the customer's own audit trail.

The access cannot be extended — if needed, it must be requested again.

7Acceptable use

The customer shall not use the service to store content that is unlawful, to attempt to gain access to other customers' data, to circumvent technical security measures, or to load the service in a way that affects other customers.

Security testing of the service requires a written agreement in advance. As a rule we say yes to such requests, and we would like to know what you find.

In the event of a material breach, CIRON may suspend access. The customer will be notified first, unless the breach is ongoing and harmful.

8Price and payment

Price, payment terms and agreement period are agreed in writing with each individual customer and take precedence over these terms in the event of conflict.

9Changes to the service

The service is developed continuously. CIRON may add and change features without notice, provided that the change does not materially reduce the agreed functionality.

If a material feature that the customer uses is removed, the customer will be notified at least 90 days in advance. The customer may then terminate the agreement with effect from the change, at no cost for the remaining period.

10Termination and data export

The customer may at any time export all cases, messages, attachments and help articles in an open format. This also applies while a notice of termination is running.

On termination, the customer's data is deleted in the following order: first the encryption key is destroyed, then the data store is deleted, then the attachments. After the first step the content is already unreadable, including in backups that have not yet expired.

Export is offered before deletion. The customer receives written confirmation that the deletion has been completed.

11Liability

CIRON delivers the service with the care that can be expected of a professional supplier, but gives no guarantee of uninterrupted operation.

CIRON's aggregate liability for damages is limited to the amount the customer has paid for the service in the twelve months before the claim arose.

CIRON is not liable for indirect loss, including loss of profit, loss of data that the customer could have exported itself, or loss resulting from the customer not having its own contingency procedures.

The limitations do not apply in the event of wilful misconduct or gross negligence.

The customer is responsible for ensuring that the content it enters is lawful, and that there is a lawful basis for processing the personal data the customer enters.

12Changes to these terms

CIRON may change these terms. Material changes will be notified to the customer's registered points of contact at least 30 days before they take effect.

If the customer does not accept the change, the agreement may be terminated with effect from the time the change takes effect.

Contact

CIRON AS · Trondheim · support@nirona.app