Version: p100-os89-2026-10-05-v1 · Language: EN-GB · Document ID: support.
This policy applies to the accepted product-100 / Managed OS 89 Order. It describes asynchronous support without fixed staffed opening hours. It creates no 24/7 service, on-call entitlement, numerical response or restoration target, availability credit, RPO or RTO.
1. Channels and requests
Use support tickets in the Novasean client area or email support@novasean.com. Support email imports into WHMCS. It offers another submission method when the portal interface is unavailable, but is not an independent channel during a full WHMCS outage. The formal correspondence fallback is Maarten Strootman, Novasean/Straeder, Karekietstraat 18, 1431 WP Aalsmeer, Netherlands. A timely cancellation or switching request is not lost solely through failure of our systems; retain evidence of the attempt and resubmit when available. Postal correspondence is not an emergency-response channel.
Identify your service, impact, when the issue began and relevant sanitised error information. Do not send passwords, complete databases or unnecessary personal data. We may verify authority before changing access, restoring data or acting on a cancellation. If secure evidence exchange is needed, request that through the ticket without attaching sensitive content first.
Ticket receipt, first human response, diagnosis, workaround, restoration and final resolution are separate events. A generated receipt or alert does not establish human staffing. You must keep your authorised service and incident contacts current and available to make the necessary decisions.
2. Impact and escalation
We prioritise reported issues by observed impact and urgency: critical means a suspected compromise, personal-data breach or whole-VM unavailability; major means material degradation of an included function; routine means an administration request or a question without current material service impact. These categories guide triage and do not promise a response clock or continuous cover.
Report security or privacy concerns to support@novasean.com or an authenticated ticket with a clear incident subject and a sanitised description. The human operational owner handles the included technical work and exception decisions; material privacy, legal or disputed-service decisions escalate to the proprietor, Maarten Strootman. The DPA governs personal-data breach notification without undue delay and cannot be displaced by ordinary support availability. We explain material developments and the work assigned to you or us.
3. Maintenance notices
We give reasonable advance notice of planned disruptive OS/platform maintenance through the authorised Order email/contact and a client-area service record where practicable. The notice describes the affected service, planned time, expected impact and customer action. There is no fixed maintenance window or minimum notice interval; the actual notice identifies the planned time. For materially disruptive non-urgent work we coordinate an appropriate time with you.
Urgent security, stability or legally required work may proceed on shorter notice or immediately. We explain the reason and service impact as soon as lawfully practicable. Your application checks and dependencies remain your responsibility; we must describe a known relevant compatibility concern rather than imply application management.
4. Complaints and separate commitments
To challenge an outcome, reply to the ticket or email support@novasean.com with its reference and the reason you disagree. A human reviewer considers the matter; a disputed operational decision escalates to the proprietor. Statutory redress, privacy rights and switching rights remain available.
Any additional service-level commitment requires a separately accepted Order stating the measured boundary, numerical target, measurement period, exclusions, customer dependencies, claim route and credit limits. This standard service contains none. A public aspiration or individual operator's availability does not add such a commitment.