B2B General Terms and Service Schedules

Part A – General Terms for Business Customers

1. Provider and scope

These terms govern services supplied by MackNet Sàrl, 65, rue des Bruyères, L-1274 Howald, Luxembourg, RCS B217312, VAT LU29601602, to customers acting for business or professional purposes. The Order Form, applicable Service Schedule, DPA, Acceptable Use Policy and any SLA Addendum form the Agreement.

2. Contract formation and precedence

Cloud products may be ordered through platform.macknet.cloud by accepting the displayed contractual version. MackNet may initially restrict access to a limited product or scope until the complete agreement is signed through Odoo Sign. The platform shall retain the terms version, timestamp, customer user and IP address. A signed Order Form prevails over the general terms, followed by the Service Schedule, DPA, SLA Addendum and Acceptable Use Policy.

3. Term and termination

Pay-as-you-go services run on monthly billing periods and may be terminated with 30 days’ notice to the end of a month. Minimum terms, committed quantities and discounted prices are stated in the Order Form; ordinary termination is first possible at the end of that minimum term. Services renew according to the Order Form unless timely notice is given.

4. Fees, indexation and payment

• Invoices are due within 14 days unless the Order Form states otherwise.
• Orders through platform.macknet.cloud must be paid by SEPA direct debit or credit card.
• The standard professional-services rate is EUR 120 per hour plus Luxembourg VAT, billed per started 15 minutes unless a minimum applies.
• The hourly rate is linked to the official Luxembourg consumer price index and may be adjusted proportionately following an index change, subject to applicable law and the Order Form.
• After 30 days of payment default MackNet may suspend affected services, restrict access or terminate for cause after appropriate notice. Amounts remain payable.
• Usage charges, third-party charges, domain fees, redemption fees and taxes are payable by the customer.

5. Support and availability

Standard support hours are Monday to Friday, 09:00-17:00 Luxembourg time, excluding public holidays. No availability or response-time commitment applies unless purchased in an SLA Addendum. MackNet decides case by case whether to pass through supplier service credits; customers without a MackNet SLA have no entitlement to supplier credits.

6. On-call coverage

Optional on-call coverage outside support hours costs EUR 10 plus VAT per covered hour, whether or not an incident occurs. Work performed is billed separately at the normal hourly rate. Each out-of-hours intervention has a minimum charge of one hour and is then billed per started 15 minutes. The same work rate applies on weekends and public holidays unless the Order Form states otherwise. On-call coverage provides availability only, not included labour or a guaranteed resolution time.

7. Customer obligations

• Provide accurate KYC, contact, billing, domain and technical information and keep it current.
• Protect credentials, enable MFA where available and notify MackNet immediately of suspected compromise or incidents.
• Use services lawfully and comply with the Acceptable Use Policy and relevant registry/third-party rules.
• Maintain customer responsibilities stated in the relevant Service Schedule.
• Cooperate with abuse and security investigations and respond within required timeframes.
• Do not conduct or commission security tests without prior written approval.

8. Security and emergency actions

MackNet may implement urgent security measures, isolate systems, rotate credentials, apply patches, activate WAF, block traffic or suspend a service without prior customer approval where reasonably necessary to protect MackNet, suppliers, the customer, other customers or third parties. MackNet will inform the customer as soon as reasonably practicable.

9. Suppliers and locations

MackNet may use qualified subprocessors and infrastructure suppliers, including Gcore, EuroDNS, Restena/DNS-LU, OVH, Microsoft and other providers in the subprocessor list. Services are generally configured in the EU unless the Order Form states otherwise. Supplier features, locations and underlying technologies may change, subject to the Agreement and applicable law.

10. Data protection

The Privacy Policy applies where MackNet is controller. The DPA applies where MackNet processes customer personal data as processor. The customer authorises the relevant subprocessors and remains responsible for the lawfulness of data and instructions.

11. Liability

To the maximum extent permitted by law, neither party is liable for indirect or consequential loss, lost profit, lost revenue, loss of opportunity or loss caused by customer-controlled systems, content or credentials. MackNet’s aggregate liability arising from the Agreement is limited to fees paid or payable by the customer for the affected service during the three months preceding the event. These limits do not apply where exclusion or limitation is prohibited, including fraud, wilful misconduct, gross negligence where legally non-excludable, or death/personal injury caused by negligence.

12. Force majeure

Neither party is liable for delay or failure caused by events beyond reasonable control, provided it informs the other party and uses reasonable mitigation. Payment for services already delivered remains due.

13. Changes

MackNet may update terms for legal, security, supplier or service reasons with reasonable advance notice. Material adverse changes give the customer the rights required by law or the Order Form. Continued use after the effective date constitutes acceptance where legally valid.

14. Governing law and jurisdiction

Luxembourg law applies. The courts of Luxembourg City have jurisdiction, subject to mandatory rules. The contractual language is English.

Part B – Service Schedules

Schedule 1 – Domains and DNS

• MackNet acts as direct .lu registrar and as reseller/intermediary for other TLDs. Registry and registrar policies also apply.
• Domains are automatically renewed by default unless the customer disables auto-renewal in platform.macknet.cloud. Payment is attempted and an invoice is issued seven days before expiry.
• The customer must not rely on non-payment causing expiry. MackNet may renew a domain despite non-payment, and the customer remains liable. MackNet does not guarantee renewal where payment or required data is missing.
• Redemption, restoration, transfer and registry charges are passed through and may include MackNet administration fees stated in the Order Form.
• The customer warrants registration data and rights are accurate and lawful and shall cooperate with KYC and verification.
• DNS is provided without a fixed SLA unless expressly purchased. MackNet may migrate nameservers or providers while maintaining materially equivalent functionality.
• Customer-authorised DNS changes are effective through the platform; propagation and third-party caching are outside MackNet’s control.

Schedule 2 – Unmanaged VM and Bare Metal

MackNet supplies infrastructure, billing and platform support only. The customer is solely responsible for operating system and application administration, users, firewall, updates, monitoring, security, licensing, backups, disaster recovery, data and incident detection. MackNet may isolate an unsafe system. Any requested administration is chargeable and does not convert the service into a managed service unless stated in an Order Form.

Schedule 3 – Managed Cloud and Kubernetes

The Order Form defines managed components. A subprocessor may operate the underlying infrastructure platform; MackNet configures and supports the customer service. The customer remains responsible for applications, data and lawful use unless expressly assigned to MackNet. Independent backups are optional unless ordered.

Schedule 4 – S3 and Backup

• S3 access keys and bucket controls may be managed by the customer through the platform. Buckets are not public by default, but the customer may make them public and assumes related configuration risk.
• Encryption, versioning and object-lock features must be enabled where required by the customer/order. MackNet may recommend but does not guarantee customer-selected settings.
• MackNet-operated backup services may use customer-side encryption and 30-day immutable snapshots. The customer must retain encryption credentials.
• Unless otherwise ordered, operational backups are retained for 30 days and are not an archive.

Schedule 5 – Webhosting and E-mail

• Plesk shared hosting uses malware scanning.
• The customer maintains website applications and plugins unless a managed service is ordered. MackNet may quarantine or block compromised sites.
• E-mail deliverability to external providers is not guaranteed. Spam, open relays and bulk abuse are prohibited.
• Backups are daily, normally retained for 30 days, and restoration is best effort unless an SLA is ordered.

Schedule 6 – Managed Workplace and Microsoft 365

• The Order Form identifies managed devices, users, systems, backups, response scope and support hours.
• Notwithstanding any shorter termination period set out elsewhere, the Customer may terminate Managed Workplace only by giving at least six (6) months’ prior written notice. Termination shall take effect no earlier than the end of any applicable minimum term or third-party licensing commitment specified in the Order Form.
• MackNet may hold privileged administrator and remote-support access. Customer approval is required for unattended access.
• Automatic updates and endpoint protection are used where technically supported. MackNet does not guarantee that all vulnerabilities or malware will be prevented.
• At termination MackNet removes or transfers its access; the customer or successor provider is responsible for continued administration.

Schedule 7 – Security testing

Security testing requires prior written approval specifying scope, time, source addresses, methods and emergency contact. Unannounced testing may be blocked and treated as a hostile incident. Customer shall pay all investigation, response and restoration time caused by unauthorised testing at the applicable rates, without limiting other rights.