Version: p100-os89-2026-10-05-v1 · Language: EN-GB · Document ID: managed.
This addendum governs only product 100 with option 47 / Managed OS 89 in the accepted Order. The service schedule defines the exact resources, included monthly hour, backup, restoration and exit arrangement.
1. Included work and customer control
Novasean performs scheduled OS security and maintenance updates, initial VM/OS monitoring setup, ordinary OS administration within the monthly allowance, VM-level backup operation and agreed VM restoration. A component is not managed merely because it runs on this server. Website, CMS, plugin, application, database, customer business-process, domain/DNS management and migration are excluded unless separately agreed.
You retain root access, decide the lawful purposes for your workloads and manage customer-controlled users and credentials. You maintain an authorised decision-maker and cooperate with the access needed for included work. Supply credentials through an agreed secure method rather than an ordinary ticket. Tell us before customer changes that materially affect OS maintenance, monitoring, backup or the security of our access. Such cooperation does not transfer your application responsibility to Novasean.
2. Work, changes and access
Novasean may use bounded automation for routine included tasks. A human operator is accountable for exceptions and decisions about unsafe changes. Personal data must not be sent to an external AI or other service for training or an unrelated purpose. Any external processing or third-country access must follow the DPA's actual authorisation, downstream agreement and transfer safeguards before use.
We limit access to agreed tasks and lawful instructions, bind authorised people to confidentiality and apply appropriate security. The DPA annex specifies the service measures; a proposed control is not represented as a verified operational control merely by appearing in a document.
Routine work follows the support notice arrangements. If an update cannot safely proceed, we explain the issue and ask for your decision on the appropriate supported change or separately quoted work. Urgent security or stability work may require immediate protective action, followed by a prompt explanation. We record material changes and known exceptions and communicate their customer impact. You test the application after OS changes or VM restoration.
3. Handover, incidents and recovery
Onboarding records the service identifier, OS baseline, access roles, authorised contacts, included tasks, alert route, included backup arrangement, customer dependencies and handover outcome. VM provisioning alone is not completion of all managed tasks. Migration and application cut-over need their own agreed plan.
We triage alerts and tickets to distinguish platform, VM/OS and application responsibility, explain material status changes and handle the included work with reasonable care and skill. An alert, ticket, diagnosis or individual operator's reachability is not a response-time promise. We must not delay mandatory breach notifications while waiting for an ordinary support queue.
For VM recovery, we obtain the necessary instruction, restore the available service copy and explain known limitations. You validate your application and reconcile later data. We obtain agreement to any separately chargeable work before it begins. The fixed service schedule and DPA govern backup and recovery; a changing public backup page is not incorporated.
4. Changes and exit
Changes to scope, charges, access or suppliers follow the Terms and DPA. We provide required switching assistance and handover information under the schedule. On exit, credentials and access must be handed over, changed or revoked as appropriate, while protecting other customers and avoiding unnecessary retained access.