Regulations on the Maintenance of the Unified Local Government System
Terms
Contractor – Limited Liability Company “ZZ Dats”, registration number 40003278467.
Client – Municipality, municipal institution.
User – A natural person designated by the Client, whom the Client authorizes to use the System to the extent specified by the Client.
Parties – The Client and the Contractor.
Agreement – The agreement concluded between the Client and the Contractor regarding the maintenance service for the Unified Municipal System, and these terms and conditions.
Terms of Use – The terms of use for the Unified Municipal System.
Terms – These terms.
Service – The Unified Municipal System maintenance service.
System – The Unified Municipal System.
General Provisions
- These Terms and Conditions govern the provision of the Service.
2.The Terms are binding on the Client and the User if the Client has entered into a contract with the Contractor for the System maintenance service or has concluded a transaction with the Contractor in the Electronic Procurement System regarding the System maintenance service.
3. The scope of the System usage rights granted to the Client is determined by the license issued by the Contractor.
Service Price
4. The Parties shall agree on the System maintenance fee (hereinafter – the Service Price) for one year using the Electronic Procurement System or by separate agreement.
5. The Client shall pay the Service Price to the Contractor in installments once a month within 15 (fifteen) days of receiving the Contractor’s invoice. The Contractor shall prepare and submit the invoice to the Client electronically.
6. The Client shall order the development of System enhancements tailored to the Client’s needs or the processing of data not provided for in the System from the Contractor using the Electronic Procurement System or by separate agreement with the Contractor.
7. The fee for user training is not included in the price of the Service. The Parties shall agree separately on user training.
Client’s Obligations
8. The Client shall provide the User with the hardware, standard software, and technical support necessary for using the System.
9. The Client shall register the User in the System and determine the scope of the User’s rights to use the System.
10. The Client shall familiarize the User with the Terms of Use.
11. The Client shall provide an IT specialist who, as part of the provision of the Service, coordinates and provides technical support to Users.
12. The Client shall appoint one or more responsible representatives of the Client who coordinate the Contractor’s provision of support to Users in the use of the System. The Client shall submit a list of the Client’s designated representatives to the Contractor within five business days of the effective date of the Agreement. The Client shall submit an updated list of the Client’s designated representatives to the Contractor within five business days of any changes to the list.
13. The Client shall not disclose to third parties the contents of the System documentation or information regarding the System’s structure, except in cases where the Client is required by law to disclose such information.
User Support
14. The Contractor shall provide user support during business hours (on business days from 9:00 a.m. to 5:00 p.m.) in the following manner:
14.1. User support regarding the use of the System is provided to the User via email, telephone, or through the user support system provided within the System at https://atbalsts.visvaris.lv. The Contractor’s email addresses and the single consultation phone number for User consultations are listed on the Contractor’s website at zzdats.lv/kontakti.
14.2. The Contractor does not advise the User on the application of regulatory acts.
14.3.At the Client’s request, the Contractor shall correct discrepancies in the System data only in cases where the cause of the discrepancy is an error in the System software.
14.4.During consultations, the Contractor shall not provide training to Users on how to use the System. Information regarding training sessions organized by the Contractor is available on the Contractor’s website at zzdats.lv/macibas/.
14.5.Upon submission of a relevant request via the user support system, via email, or by phone—provided the User is authenticated during the phone call using the Contractor’s technical means (code)—the Client instructs the Contractor to log into the System and authorizes the Contractor to access the System’s data for the purpose of providing the User with consultation.
15. The Contractor continuously updates the System documentation. Support documentation or user help (Help) is available to Users within the System.
System Maintenance
16.The Contractor shall comply with the requirements of laws, European Union regulations, and Cabinet of Ministers regulations governing the operation and use of the System. Compliance with local government binding regulations within the System shall be binding on the Contractor only if the Parties have agreed thereto.
17. The Contractor shall ensure the confidentiality, availability, and integrity of the System’s operation. The Contractor shall ensure the System’s availability to the Client for no less than 98% of the time during a calendar year. The Contractor is entitled to access the System and the Client’s data within the System for the purpose of providing user support services, ensuring the quality of System maintenance services, and improving the System’s operation.
18.The Contractor shall ensure the operation of the Client’s electronic services developed by the Contractor on the website epakalpojumi.lv.
19.The Contractor shall host the System on the Contractor’s hardware. System data shall be stored exclusively in countries of the European Union or the European Economic Area.
20.The Client shall use the Contractor’s hardware on which the System is hosted solely for the use of the System.
21.The Contractor shall provide a virtual private network (VPN) tunnel (router-to-router) from the Client’s computer network to the Contractor’s data center, provided that the Client’s internet connection equipment supports such functionality, and the Client shall ensure the configuration and maintenance of the tunnel endpoint within its infrastructure.
22.The Contractor shall ensure the creation of backup copies of the System data, protection of the System against unauthorized data processing, and protection against accidental data loss. Backup copies of the System data shall be stored exclusively in countries of the European Union or the European Economic Area.
23. The Contractor shall notify the Client’s responsible representatives at least five business days in advance of any significant changes planned by the Contractor to the System, the procedures for using the System, or the System’s availability.
24. The Contractor shall coordinate with the Client regarding the involvement of a subcontractor in the maintenance of the System.
25. The Contractor shall ensure the User’s access to the System for five business days following the expiration of the Agreement, provided that the Client and the Contractor have not entered into any other agreement regarding the maintenance of the System.
Request Processing
26. During business hours (on business days from 9:00 a.m. to 5:00 p.m.), the Contractor shall process User requests regarding issues with the System’s operation or data processing within the System. A request submitted to the Contractor after the specified working hours is considered to have been submitted to the Contractor at 9:00 a.m. on the next business day.
27. The following categories of requests are defined:
27.1. “Emergency.” A problem in the System that halts the operation of the System or its critical components and as a result of which the System cannot be used until the problem is resolved. Response time: two business hours. Reporting channel: call +371 25477477, the user support system, or email.
27.2. “Serious Error”. A problem in the System that negatively impacts the performance of the System’s essential functions, for which no temporary workaround is known, prevents the performance of an important function, and for which no alternative method of performance is known. Response time: two business hours. Reporting channel: call +371 25477477 and the user support system or email.
27.3. “Error.” The problem negatively impacts the performance of the System’s functions, but a temporary solution to the problem is known. For a problem in this category, the Contractor shall indicate a workaround. Response time: eight business hours. Reporting channel: user support system, email, or phone call.
27.4. “Inaccuracy.” A problem in the System that causes inconvenience in using the System but does not negatively affect the System’s functionality, such as inaccurate notifications or spelling errors. Response time: eight business hours. Reporting channel: user support system, email, or phone call.
27.5. “Data Processing.” Data processing (data correction, deletion, import, export, report generation, data quality checks) that the User cannot perform using the System’s tools. Response time: eight business hours. Reporting channel: user support system or email.
27.6. “Consultation.” Consultations regarding the System’s functionality. Response time: eight business hours.
28. Requests in the “Emergency,” “Serious Error,” and “Error” categories are submitted to the Contractor by any User. Requests in the “Consultation,” “Inaccuracy,” and “Data Processing” categories shall be submitted to the Contractor by the Client’s designated representative.
29. Requests in the “Emergency” or “Serious Error” categories may also be submitted to the Contractor via the telephone number specified in Section 27 of these Terms and Conditions.
30. The Contractor’s email addresses and the phone number of the unified consultation center for User requests are listed on the Contractor’s website at zzdats.lv/kontakti.
31. The Contractor’s response time to issues detected in the System’s operation shall not exceed the response time specified in Clause 27 from the moment the report is received.
32.The calculation of the Contractor’s response time begins at the moment the Contractor receives the User’s request via the user support system, email, or a phone call from the User. If a dispute arises between the Parties, the Client must prove the fact and time of the email’s sending or the call.
33. If the Contractor, upon evaluating the received request, changes the request category, the Contractor shall explain to the User (Client) the reason for changing the request category.
34. During the response period, the Contractor shall provide the User with information regarding the possible method of fulfilling the request (e.g., changes to the System’s software or database are required, or a fix is scheduled for future releases of the System) or shall agree with the User (the Client) on the Contractor’s planned course of action regarding the request. The Contractor may also provide the User with recommendations on how to prevent potential future System or data corruption.
35. The Contractor shall process the request in the following order and within the following timeframe:
35.1. To resolve a problem classified as “Emergency,” the Contractor shall implement a System fix or a new version of the System within 16 (sixteen) business hours of receiving the request.
35.2. To resolve a problem in the “Serious Error” category, the Contractor shall implement a System fix or a new version of the System within 40 (forty) business hours of receiving the request.
35.3. To resolve issues in the “Error” and “Inaccuracy” categories, the Contractor shall deliver a corrected version of the System within the timeframe notified by the Contractor and agreed upon with the Client, which shall not exceed six months from receipt of the request.
35.4. For requests in the “Consultation” category, the Contractor shall provide consultation to the User within five business days of receiving the request.
36. A problem is considered resolved at the moment the Contractor has resolved it in the System.
37.Permissible delay in the Contractor’s response time or request fulfillment time within one year:
37.1.For requests in the “Emergency” category: five percent of cases.
37.2. For requests in the “Serious Error” category: seven percent of cases.
37.3. For requests in the “Error” category: ten percent of cases.
37.4. For “Inaccuracy” category applications: five percent of cases.
37.5. For “Consultation” category applications: five percent of cases.
Data Processing
38.The Client is the owner of the data processed in the System.
39.The Client is responsible for the accuracy, completeness, and updating of the data processed by the User in the System.
40.The Client authorizes the Contractor, on the Client’s behalf, to ensure the continuous data exchange provided for in the System with another information system, provided that the Client has entered into an agreement with the operator of the relevant information system regarding continuous data exchange, or the obligation for such continuous data exchange is imposed on the Client by an external regulatory act.
41. The Contractor shall not have the right to process the Client’s data in the System in its own interest or in the interest of other persons without the Client’s specific authorization. The Client authorizes the Contractor to process the Client’s data in the System to the extent and in the manner specified in the following cases:
41.1. The obligation to process data or the right to process data is specified in the contract concluded between the Contractor and the Client.
41.2. Data processing is performed at the Client’s request.
41.3. The obligation to process data is established by an external regulatory act.
41.4. The Client’s data is publicly available.
42. The Client authorizes the Contractor to provide another authority with the Client’s data from the System necessary for the performance of functions specified in an external regulatory act, if the Client is obligated under such an external regulatory act to provide such data to the authority.
43. The Client authorizes the Contractor to process the Client’s data in the System in aggregated form for statistical purposes.
Other Provisions
44.These Terms and Conditions shall enter into force on January 1, 2026. The Contractor shall be entitled to unilaterally amend these Terms and Conditions by notifying the Client in writing of such amendments one month in advance.
45. The Client is entitled to unilaterally terminate the Agreement by giving the Contractor 10 (ten) business days’ prior written notice if the Contractor fails to properly provide the System maintenance services specified in these Terms.
46. The Client is entitled to unilaterally terminate the Agreement if the Contractor, a member of its board, a member of its board, a beneficial owner, or a proxy are subject to international or national sanctions, or to sanctions imposed by a member state of the European Union or the North Atlantic Treaty Organization that significantly affect financial and capital market interests and impact the performance of the Agreement.
* The Unified Municipal System was developed using open-source code licensed under the EUPL (European Union Public License).
VPS_Maintenance_and_Accommodation_Regulations_for_2026 Download