Version: p100-os89-2026-10-05-v1 · Language: EN-GB · Document ID: schedule.
This schedule takes effect only as part of an accepted new business-purpose Order for product 100, Management Level option 47 / Managed OS suboption 89.
1. Resources and charges
One VM includes 2 shared vCPU, 8 GiB RAM, 100 GB replicated SSD, one usable IPv4 address and Ubuntu 24.04 LTS. The VM is located in the Netherlands. Replication describes the storage design; it is not a backup or an availability guarantee. Dedicated CPU, NVMe, a stated IOPS rate, IPv6 and an activation deadline are not included commitments.
The recurring price is EUR 129 per month excluding applicable VAT, comprising EUR 80 VM Start plus EUR 49 Managed OS. Setup is EUR 0. Buyer-specific tax and total are shown in the Order. Domains, DNS administration, additional addresses, commercial licences, certificates, migration and other optional items are included only if separately identified with their price and conditions in the Order. No certificate or migration entitlement arises from the standard selection.
2. Managed OS and responsibility
Novasean supplies scheduled OS security and maintenance updates, initial VM/OS monitoring setup, up to one hour of ordinary OS administration in each monthly billing period, and VM-level backup and backup storage. Unused administration time does not carry forward and has no cash value. Novasean records time used and obtains agreement to additional scope and price before exceeding the allowance. Included platform-backup operation and ordinary VM-level restoration from an available included backup are part of the service; they do not create an unquoted recovery charge.
A real human operator remains accountable for the included work and exceptions from automation. Monitoring does not mean continuous human observation or automatic resolution. You retain root access and manage applications, CMS and plugins, databases, application security and monitoring, content, end users, domain/DNS settings and validation after changes or recovery. Migration, application repair, data reconciliation and OS administration beyond the monthly hour require a separately agreed scope and price. The self-managed option 88 and any other product are outside this schedule.
The handover identifies the service, usable access, OS baseline, authorised contacts, initial monitoring route and the included backup arrangement. Provisioning alone is not completion of managed onboarding. We must explain any incomplete included task and its handling rather than representing it as complete.
3. Support and maintenance
Use client-area support tickets or support@novasean.com. Support is asynchronous without fixed staffed opening hours. There is no 24/7 response, guaranteed response or restoration time, availability credit, RPO or RTO. The support policy defines severity, escalation, notices and outage arrangements.
Routine maintenance follows the support policy's notice process. Emergency security or stability work may require shorter notice and a prompt explanation. You must test your application after OS changes; an application incompatibility does not add application management to the service.
4. Backup and VM recovery
The included arrangement is a scheduled daily VM/server backup to the existing Proxmox Backup Server (PBS) in the same Netherlands datacentre as the Proxmox cluster, with retention settings of 3 most recent, 7 daily, 4 weekly and 6 monthly backups. The retention tiers may overlap; the counts are not a promise of 20 separate backups. Failed or missed jobs may reduce the available recovery points. The arrangement includes the new VPS under the existing platform's backup operation.
Coverage is the VM's virtual disks supplied within its 100 GB allocation. Separately mounted remote storage, an external database or service, your local devices and changes not yet present in a completed backup are outside that coverage. VM backup is not a promise of application-consistent database recovery; you remain responsible for any application-level export or transaction-consistency requirement. We must disclose any actual excluded supplied disk before you rely on the service.
This is a same-datacentre backup. No off-site or geographically independent copy is included or promised. A datacentre-wide incident may affect both primary and backup systems. Scheduled frequency and retention do not guarantee a maximum data age, successful completion of every job, restoration by a deadline or zero data loss.
Request restoration through support, specifying the affected VM and the desired available recovery point. We verify authority, explain likely overwrite and later-data loss, and obtain your documented instruction before a destructive restore unless immediate action is lawfully required. We perform the included VM-level restore with reasonable care and skill. You validate the application, reconcile later business data and tell us about remaining issues. Additional application recovery is quoted before work starts. There is no response or restoration SLA.
5. Switching, portable data and charges
You may switch to another provider of the same service type, move to your own ICT infrastructure or choose erasure. Send an authenticated request through support with the service, desired option and destination/timing where relevant. We must not impose unlawful commercial, technical, contractual or organisational obstacles, including to using more than one provider.
The notice period to initiate switching is no longer than one month from your request; a shorter agreed period applies. The transition normally completes within 30 calendar days after that period. We provide reasonable assistance, preserve the agreed functions and business continuity during transition, explain known continuity risks and maintain a high level of security. Both parties and any destination provider must cooperate in good faith. If 30 days is technically unfeasible, we explain and substantiate this within 14 working days of your request and specify an alternative transition of no more than seven months. You may extend the transition once for a period you consider more suitable.
Portable categories are your files and application data on the VM, customer-controlled configuration, virtual-disk contents, and service-generated input/output data and metadata relating to your use that the law makes exportable. You can export guest files through your authorised OS/SSH access with your chosen application export tools. For infrastructure switching we provide the legally required reasonable assistance with the available VM data, relevant resource and network configuration, and the handover information needed by the destination. We identify the applicable available image/data format, retrieval method and any conversion or dependency limit for that handover. We must take all reasonable measures in our power to facilitate functional equivalence; we do not guarantee reproduction of every managed feature.
Internal credentials, other customers' information, and provider/third-party technology protected by intellectual-property rights or trade secrets are excluded only to the extent legally permitted. An exclusion must not impede or delay switching or withhold your exportable data. We give any further relevant format, method, restriction and interface information needed for the particular handover before it is undertaken. No proprietary export lock-in is created by this contract.
There is no separate switching charge, data-egress charge or early-termination fee under this standard schedule. Ordinary service charges continue only while the contracted service is supplied, with prepaid unused fees reconciled under the Terms. Optional application work may be separately quoted but is not a condition for providing mandatory switching assistance.
6. Retrieval, return and deletion
On successful switching the contract terminates; for an erasure-only request it terminates at the end of the agreed notice period, unless a lawful shorter arrangement is agreed. Following transition you have at least 30 calendar days to retrieve exportable data. We provide the agreed retrieval copy/access without a separate retrieval fee. We do not require you to keep paying for the VM merely to exercise that retrieval right.
You choose return or deletion of personal data under the DPA. Before final deletion we confirm the retrieval deadline and your instruction through the authorised contact. Active service copies and unnecessary access are removed after the retrieval period, or earlier on your express instruction where lawful. Residual PBS snapshots are isolated from routine use and deleted as they expire under the retention profile, with a maximum of six calendar months after service end. If you require earlier deletion, we must agree and perform an appropriate deletion method rather than relying on an indefinite backup exception. A restored older copy must have applicable deletion instructions reapplied. We identify any legally required retention and provide appropriate completion information on request. No unrelated use of residual copies is permitted.