Sunniva

Sunniva - AI customer-service terms

7 November 2026

These general service terms apply to Sunniva's customer service, in which the AI customer-service assistant Sunniva receives the contacts the customer directs to it, records the matter and delivers a summary of it to the customer. The first channel is the telephone.

1. Scope and parties

1.1 These service terms apply to Sunniva's AI customer service (the "Service"). The Service is delivered by telephone; the use of other channels, such as messages, is agreed separately, and these terms apply to them where applicable so that a handled contact corresponds to an answered call. Sunniva's warm-lead service has its own service terms.

1.2 The service provider is Tabuloid Tmi (Tabuloid AI), business ID 2082986-0, sunniva@sunniva.fi (the "Provider"). The Provider delivers the Service with the help of the AI customer-service assistant Sunniva.

1.3 The customer is a company or organisation that orders the Service (the "Customer"). The Service is intended for business use.

1.4 Matters that deviate from or supplement these terms may be agreed in writing when the Service is ordered. Such an agreed term takes precedence over these service terms.

2. Definitions

3. Content of the Service

3.1 Sunniva answers calls to the Service number in the Customer's name in accordance with the Instructions. At the start of the call Sunniva states that it is an AI customer-service assistant.

3.2 Sunniva establishes the caller's name, contact details and matter, repeats the matter back to the caller and tells them that the Customer will get back to them. Sunniva assesses the urgency of the matter on the basis of the Instructions.

3.3 For every Answered call Sunniva sends a Summary to the e-mail address given by the Customer without delay after the call has ended. The Summary contains the caller's name and contact details, the matter, what Sunniva told the caller, the urgency and the action expected from the Customer.

3.4 Sunniva answers the caller's questions only on the basis of the information given in the Instructions, for example about opening hours, services and practices. For matters the Instructions do not cover, Sunniva records the question and tells the caller that the Customer will answer it.

3.5 When agreed with the Customer, Sunniva transfers an urgent call to the number named in the Instructions or immediately sends a separate notification about it. A successful Transfer requires that the named number is answered.

3.6 As a rule Sunniva makes no commitments on the Customer's behalf: it does not confirm orders, bookings, prices or delivery times, but records the caller's wish, and the Customer confirms it. Additional capabilities, such as confirming a booking or an order during the call or entering information into the Customer's system, may be agreed separately in writing with the Customer. An additional capability is taken into use only with the Customer's approval, in the agreed scope and with the access rights granted by the Customer, and it is recorded in the Instructions.

3.7 Sunniva serves in English, Swedish and Finnish and, to the extent technically possible, in another language used by the caller. The Summary is written in English unless otherwise agreed.

3.8 The Service is not an emergency or safety service. Sunniva does not replace the emergency number and does not give medical, legal or other expert advice.

4. Onboarding and the Customer's obligations

4.1 The Provider familiarises itself with the Customer's business on the basis of publicly available information, such as the Customer's website, and prepares a proposal for the Instructions for the Customer: the most common customer-service situations, the answers to be given to them, what callers may be promised and where an urgent matter is directed. The Customer reviews, supplements and approves the proposal before the Service starts. The Customer may at any time supplement the Instructions with new situations and information, and the Provider may propose additions based on matters that recur in calls; a proposal takes effect when the Customer approves it. The Customer is responsible for the accuracy of the Instructions it has approved and for the promises made in them being kept. In the Instructions the Customer also defines what information may be asked of callers.

4.2 The Provider assigns the Service number to the Customer as a rule within two business days of the Customer approving the Instructions. The Service number is controlled by the Provider and available to the Customer for the duration of the agreement; it is not transferred to the Customer.

4.3 The Customer forwards calls to the Service number itself, using its own phone, switchboard or its operator's call forwarding, and decides itself when forwarding is on. The Provider makes no changes to the Customer's telephone subscriptions or systems and needs no access to them, unless an additional capability under clause 3.6 has been agreed. The Customer bears its own operator's forwarding charges.

4.4 Before taking the Service into use, the Customer calls the Service number itself and confirms that Sunniva answers in accordance with the Instructions. The parties refine the Instructions where necessary. The Service is considered started when the Customer forwards its calls to the Service number for the first time.

4.5 The Customer informs its own staff about the Service and handles the Summaries and the follow-ups promised in them within a reasonable time. Sunniva has promised the caller that the Customer will get back to them, so keeping that promise is the Customer's responsibility.

4.6 The Customer does not forward to the Service number calls whose handling requires immediate human action (for example emergency or urgent-service calls), unless a Transfer under clause 3.5 has been agreed and the Transfer target number is answered.

5. Handling of calls and information delivered to the Customer

5.1 Calls are handled automatically using speech recognition and a language model. The call recording and the verbatim transcript are stored for preparing the Summary, for quality assurance and for verifying invoicing. At the start of the call the caller is told that they are speaking with an AI and that the call is recorded.

5.2 The Customer receives a Summary of every Answered call. On request the Customer also receives the verbatim transcript of the call. Recordings are not delivered to the Customer except by separate agreement and only where there is a basis for the disclosure.

5.3 Each month the Customer receives, as an attachment to the invoice, an itemisation of the Answered calls (date, time, duration, the caller's number partly masked).

5.4 Call recordings, transcripts and Summaries are retained only as long as necessary to deliver the Service, to verify invoicing, to handle claims and to meet statutory obligations, and in any case not unnecessarily long. Invoice itemisations are retained for the period required by accounting legislation. The Customer may request earlier deletion of the recording and transcript of an individual call unless there is a legal reason to retain them.

6. Prices and invoicing

6.1 The price of the Service and the basis of pricing are agreed with the Customer in writing before the Service starts.

6.2 Only Answered calls are invoiced. Calls in which the caller does not speak, which are cut off before the matter has been recorded or which Sunniva identifies as automated calls are free of charge. The Service number, onboarding, refining the Instructions and the Customer's own test calls are free of charge.

6.3 If an invoiced call does not meet the definition in section 2 (for example the Customer's own test call or a telemarketing call), the Customer notifies the Provider and the call is not invoiced.

6.4 Invoicing takes place monthly in arrears according to the Answered calls actually handled. The payment term is 14 days net. Interest on late payment is determined by the Finnish Interest Act.

6.5 The Customer may set a monthly maximum number of Answered calls. When it is reached, Sunniva notifies the Customer and continues to answer calls only with the Customer's confirmation.

6.6 The Service is intended for regular use. If there are only a few Answered calls, for example fewer than 5 in two weeks, the parties review together the need for the Service and its pricing. The review is made case by case, and on its basis the Service is continued as it is, its pricing is changed by mutual agreement or the Service is ended in accordance with clause 11.2.

7. Availability

7.1 The Provider aims to have Sunniva answer the Service number at all hours of the day. The Provider does not guarantee uninterrupted availability. The Service depends on telecom operators and on third-party speech and language-model services, whose disruptions may prevent answering.

7.2 The Provider notifies the Customer by e-mail of significant disruptions it is aware of and of planned maintenance breaks. During a disruption the Customer may remove the call forwarding and answer the calls itself.

7.3 Calls that Sunniva did not answer because of a disruption are not invoiced. No other compensation is paid for a disruption.

8. Confidentiality

8.1 The Customer's Instructions, the content of the calls, the Summaries and other information concerning the Customer's business are confidential. They are used only to deliver the Service to this Customer.

8.2 This information is not used in other customers' services or to train AI models. The Provider may use anonymous statistical data that cannot be linked to an individual call or caller to develop the Service.

8.3 Each party keeps confidential the confidential information received from the other party during the agreement and for 3 years after its termination. The confidentiality obligation does not apply to information that is public, that has been lawfully obtained from a third party, or whose disclosure is required by law.

9. Personal data

9.1 With regard to the callers' personal data (name, phone number, content of the call), the Customer is the controller and the Provider is the processor, which processes the data on the Customer's behalf in order to prepare and deliver the Summary. These terms constitute the data processing agreement between the parties: the subject of the processing is the handling of customer-service contacts, its duration is the term of the agreement, the categories of data are those mentioned in section 5, and the data subjects are the Customer's customers and other callers.

9.2 The Provider processes the callers' data only in accordance with the Customer's documented instructions, protects the data, assists the Customer in responding to data subjects' requests and notifies the Customer of a personal data breach without undue delay. After the agreement has ended, the callers' data is deleted or returned at the Customer's choice, except for data that the law requires to be retained.

9.3 In the processing the Provider uses as sub-processors a telecom operator and providers of speech recognition and language-model services. The Customer approves the use of these categories of sub-processors. The Provider ensures that the sub-processors are bound by equivalent data protection obligations and that processing outside the EEA is based on a lawful transfer mechanism. The Provider gives the Customer information about the sub-processors on request. Material changes to the sub-processors are notified to the Customer in advance, and the Customer may object to a change by terminating the agreement.

9.4 The Customer is responsible for having the right to forward its calls to the Service and for informing its own customers about the handling of calls as required by data protection legislation. The notice about AI and recording that Sunniva gives at the start of the call supports this but does not replace the Customer's own privacy notice.

9.5 With regard to the data of the Customer's contact persons, the Provider is an independent controller for the purpose of managing the customer relationship.

9.6 By default Sunniva records from the caller only the information needed to handle the contact: name, contact details and the matter. In the Instructions the Customer decides what Sunniva asks and what it leaves unasked, and may exclude sensitive matters, such as health-related information. If the caller volunteers more, Sunniva records it in the Summary for the Customer but does not ask further questions.

10. Limitation of liability

10.1 Sunniva is an AI, and its answers may contain errors or interpretations. The Provider does not guarantee that every caller's matter is recorded perfectly or that urgency is assessed correctly. The Customer reviews the Summaries and is responsible for the commitments made to callers within the scope of its Instructions.

10.2 The parties are liable only for direct damage. The Provider's total liability is limited to the amount invoiced from the Customer under the agreement during the preceding 3 months. Indirect damage, such as lost profit or lost business, is not compensated. The limitations do not apply to damage caused intentionally or by gross negligence.

10.3 The Provider is not liable for damage resulting from incomplete or outdated Instructions, from an incorrect setting of the Customer's call forwarding, from the Transfer target number not being answered, or from the forwarding to the Service of calls referred to in clause 4.6.

10.4 Neither party is liable for a delay caused by force majeure.

11. Term of the agreement

11.1 The agreement is formed when the Customer orders the Service and accepts these service terms in writing or by e-mail.

11.2 The agreement is valid until further notice. Either party may terminate it with 14 days' written notice. The Customer may remove the call forwarding at any time, after which no calls reach the Service and nothing is invoiced. Calls already Answered are invoiced.

11.3 Either party may rescind the agreement if the other party materially breaches it and does not remedy the breach within 14 days of being notified.

11.4 After the agreement has ended, the Service number is withdrawn from the Customer's use 14 days after the end date. The Customer removes the call forwarding by that time at the latest. The Provider is not responsible for calls that the Customer forwards to the number after that.

12. Other terms

12.1 The Provider may update these service terms. Changes are notified to the Customer by e-mail at least 30 days before they take effect, and the Customer may terminate the agreement before the change takes effect.

12.2 The agreement is governed by the laws of Finland. Disputes are primarily resolved by negotiation and otherwise in the district court of the Provider's domicile.