General Terms and Conditions B2B

GENERAL TERMS AND CONDITIONS NOVEU SOLUTIONS

Version: 1.6.1 Date of adoption: 21 October 2026 Chamber of Commerce number: 42030979 Filed with: Chamber of Commerce (Kamer van Koophandel)

These General Terms and Conditions apply to all offers, agreements and deliveries between Noveu Solutions and its business customers (B2B). The terms and conditions have been drawn up in accordance with Dutch law and common NLdigital/ICT~Office standards, and are publicly available at https://noveu.eu/juridisch/algemene-voorwaarden.

Article 1: Definitions

In these General Terms and Conditions, the following terms have the following meanings:

1.1. Noveu: Noveu Solutions, sole proprietorship (eenmanszaak), established in 's-Gravenhage, registered with the Chamber of Commerce under number 42030979, with its office at Graskarpersingel 52, 2492 MV 's-Gravenhage, hereinafter also "Supplier".

1.2. Client: the legal entity or natural person acting in the course of a profession or business who enters into or wishes to enter into an Agreement with Noveu. Consumers (non-business customers) fall outside the scope of these General Terms and Conditions.

1.3. Parties: Noveu and the Client together.

1.4. Agreement: every agreement between Noveu and the Client on the provision of Services, including all quotations, confirmations, annexes, SLAs and Data Processing Agreements.

1.5. Services: all services to be provided by Noveu, including:

Noveu Werkplek (SaaS platform: mail, calendar, contacts, files, chat, AI);
Noveu Webmail and Noveu Mail Hosting;
Noveu Hosting (web and application hosting);
NoveuFlow (WordPress plugin for CRM, appointments, lead and marketing automation);
Managed IT services and consultancy;
API and integration services;
AI-assisted functions (Noveu AI);
Other additional or replacement services that Noveu offers from time to time.

1.6. SaaS Service: making software available remotely as Software-as-a-Service via Noveu's infrastructure.

1.7. Subscription: the continuing Agreement under which the Client has periodic (per month or per year) access to one or more Services.

1.8. User: every natural person who uses the Services on behalf of or for the benefit of the Client.

1.9. Data: all data, files and content stored, processed or transmitted via the Services by or on behalf of the Client.

1.10. Personal Data: data as referred to in Article 4(1) GDPR (Regulation (EU) 2016/679).

1.11. Data Processing Agreement (DPA): the agreement as referred to in Article 28(3) GDPR, as published at https://noveu.eu/juridisch/verwerkersovereenkomst.

1.12. SLA: the Service Level Agreement belonging to a Service, which sets out availability, response and recovery times and any service credits.

1.13. In Writing: both letter and email, provided that the sender and integrity can reasonably be established.

1.14. Working Day: Monday to Friday from 09:00 to 17:00 CET/CEST, except generally recognised Dutch public holidays.

1.15. Software: the software developed or made available by Noveu, including Noveu Werkplek, NoveuFlow and associated APIs, including updates and documentation.

Article 2: Applicability

2.1. These General Terms and Conditions apply to all offers, quotations, Agreements and other legal acts between Noveu and the Client.

2.2. The applicability of purchasing or other general terms and conditions of the Client is expressly rejected.

2.3. Deviations from these General Terms and Conditions are only valid if agreed In Writing between the Parties and apply only to the Agreement concerned.

2.4. In the event of conflict between documents, the following order of precedence applies (from high to low): (a) Data Processing Agreement (with regard to the processing of Personal Data); (b) written Agreement/quotation; (c) SLA (with regard to service levels); (d) these General Terms and Conditions.

2.5. If one or more provisions are null and void or voidable, the other provisions remain in force. In that case the Parties will consult on a replacement provision.

2.6. Noveu may engage third parties in performing the Agreement and remains responsible for them in accordance with Article 13.

Article 3: Offer and formation of the Agreement

3.1. All offers are without obligation, unless expressly stated otherwise. An offer is valid for 30 days, unless stated otherwise.

3.2. The Agreement is formed:

(a) by acceptance of a quotation In Writing;
(b) by an online order via Noveu's website or customer portal and an electronic confirmation of it by Noveu;
(c) by Noveu actually starting performance at the Client's request.

3.3. Obvious mistakes or clerical errors in offers, publications or prices do not bind Noveu.

3.4. Noveu may refuse an Agreement or require further security (for example payment in advance) without stating reasons.

Article 4: Prices, invoicing and payment

4.1. All prices are in euros and exclusive of VAT and other government levies, unless stated otherwise.

4.2. Subscriptions are invoiced monthly in advance, unless another period has been agreed In Writing. One-off work is invoiced at the start or in accordance with the agreed payment arrangement. Consultancy on a time-and-materials basis is invoiced monthly in arrears.

4.3. The payment term is 14 days after the invoice date, unless agreed otherwise In Writing. Payment is made by credit card, iDEAL or SEPA direct debit via our payment service provider Stripe Payments Europe Ltd., or on invoice by bank transfer if agreed In Writing.

4.4. In the event of late payment, the Client is in default by operation of law. From that moment, the statutory commercial interest (Article 6:119a of the Dutch Civil Code) is due, plus extrajudicial collection costs in accordance with the Extrajudicial Collection Costs (Compensation) Decree (Besluit vergoeding buitengerechtelijke incassokosten), with a minimum of EUR 40.

4.5. In the event of payment default, Noveu may, after a reminder In Writing and a reasonable remedy period of at least 7 days, suspend or limit the Services. Noveu is not liable for any damage arising from this.

4.6. Noveu may adjust the prices each year as of 1 January on the basis of the consumer price index (CPI, Statistics Netherlands (CBS)) without a right of termination. Interim price increases beyond CPI are announced at least 60 days in advance; in the case of an increase of more than 10%, the Client has the right to terminate the Agreement as of the effective date.

4.7. Objections to an invoice must be reported In Writing within 14 days. An objection does not suspend the payment obligation.

4.8. Set-off or suspension by the Client is excluded, unless Noveu agrees to this In Writing.

Article 5: Delivery and performance of Services

5.1. Noveu performs the Services as an obligation of best efforts, with the care that may be expected of a professional ICT service provider.

5.2. Delivery periods stated by Noveu are indicative and never strict deadlines, unless expressly agreed otherwise In Writing.

5.3. SaaS Services (including Noveu Werkplek and NoveuFlow) are provided "as is" at the moment of joining. Noveu may add, change or remove functionalities, provided that the core of the Service is not materially affected. Material negative changes are announced at least 30 days in advance.

5.4. Hosting and mail services are provided on our own infrastructure in a Hetzner data centre in Falkenstein (Germany), where the backups are also stored.

5.5. Consultancy and managed IT services are performed in accordance with the scope, planning and rates in the Agreement. Additional work is only performed after approval In Writing.

Article 6: Service Level Agreement (SLA)

6.1. An SLA may be agreed per Service, setting out:

(a) availability (uptime);
(b) response times for support;
(c) resolution/recovery times;
(d) maintenance windows;
(e) escalation;
(f) any service credits.

6.2. For Noveu Werkplek and Noveu Mail, the service levels are set out in the SLA at https://noveu.eu/legal/sla; for NoveuFlow the arrangements at https://noveuflow.com apply, and for other Services service levels are only laid down In Writing in the agreement. Guaranteed availability and service credits only apply if they have been agreed In Writing.

6.3. Failure to meet an agreed service level only gives entitlement to the compensation (service credits) set out in the SLA and does not count as a failure to perform within the meaning of Article 6:74 of the Dutch Civil Code, unless there is intent or deliberate recklessness.

Article 7: Availability, maintenance and changes

7.1. Noveu endeavours to keep the Services available without disruption, but does not guarantee uninterrupted or error-free service.

7.2. Noveu may temporarily take the Services out of use for: (a) preventive, corrective or adaptive maintenance; (b) critical security measures; (c) updates and upgrades; (d) compliance with laws and regulations.

7.3. Emergency maintenance (including critical security patches in accordance with Article 9) may be carried out immediately and without prior notice. The Client is informed afterwards as soon as possible.

7.4. Noveu reserves the right to declare parts of the Service End-of-Life with a minimum notice period of 6 months, within which a reasonable migration path is offered. If the End-of-Life date falls within a one-year period that has already been paid in advance, the unused part of that period is refunded pro rata (see also Article 16.6).

Article 8: Privacy and data processing

8.1. Insofar as Noveu processes Personal Data for the Client in the context of the Services, Noveu acts as processor and the Client as controller within the meaning of the GDPR.

8.2. Noveu's Data Processing Agreement (DPA) applies to all processing. It is accepted at the same time as these General Terms and Conditions and forms an inseparable part of the Agreement. The current DPA is available at https://noveu.eu/juridisch/verwerkersovereenkomst.

8.3. In the event of conflict between these General Terms and Conditions and the DPA, the DPA prevails insofar as the processing of Personal Data is concerned.

8.4. Personal Data is in principle processed only within the EEA. Transfer outside the EEA only takes place with a valid legal basis and appropriate safeguards (Articles 44 to 49 GDPR inclusive). For the sub-processors outside the EEA listed in Annex 2 of the Data Processing Agreement, appropriate safeguards have been put in place in accordance with Chapter V GDPR; the current overview is at https://noveu.eu/juridisch/sub-verwerkers.

8.5. The Client warrants that the processing via the Services is lawful and indemnifies Noveu against claims by data subjects or supervisory authorities arising from acts or omissions of the Client itself.

Article 9: Security, NIS2 and information security

9.1. Noveu takes appropriate technical and organisational measures ("TOMs") that meet the state of the art, taking into account the nature, scope and context of the processing. A detailed overview is included in Annex 1 of the DPA.

9.2. Noveu applies at least:

(a) TLS 1.2+ for all external traffic, with HSTS and modern ciphers;
(b) backups have been stored encrypted since 30 September 2026; encryption at rest for databases (on the roadmap, not yet in production);
(c) Role-Based Access Control (RBAC) and multi-factor authentication (MFA) for all administrative access;
(d) SPF, DKIM and DMARC for outgoing email;
(e) centralised logging, monitoring and error tracking;
(f) automated daily backups on a separate disk and a separate virtual machine in the same data centre; periodic restore tests will be implemented as soon as the first production customers are connected;
(g) patch management with critical CVEs within 48 hours of availability, others within 30 days.

9.3. NIS2. Noveu designs its measures along the requirements of the NIS2 Directive (Directive (EU) 2022/2555) and the Dutch implementing legislation (Cyberbeveiligingswet, the Cybersecurity Act), regardless of whether Noveu itself qualifies as an "important entity" or "essential entity" under that directive. The measures taken are described in Annex 1 of the Data Processing Agreement. If the Client itself falls under NIS2, the Client undertakes to inform Noveu of that status in good time, so that incident reporting deadlines (24 hours early warning / 72 hours incident notification) can be met adequately.

9.4. Data breaches. Noveu reports incidents and data breaches to the Client without undue delay and at the latest within 48 hours of discovery, in accordance with the DPA.

9.5. Noveu may take appropriate proactive measures (such as IP blocks, rate limiting, temporary suspension) if this is necessary to protect the security or availability of the Service or of other customers.

Article 10: Intellectual property

10.1. All intellectual property rights in the Services, Software, NoveuFlow, Noveu Werkplek, documentation, websites, trademarks and materials are vested exclusively in Noveu or its licensors.

10.2. The Client only obtains a non-exclusive, non-transferable, non-sublicensable right of use for the term of the Agreement.

10.3. The Client may not copy, modify, reverse engineer, decompile or distribute the Software, except insofar as mandatory law (Articles 45j to 45n inclusive of the Dutch Copyright Act) permits this.

10.4. The Client's Data remains the property of the Client. The Client grants Noveu only a limited right of use insofar as necessary for the performance of the Agreement.

10.5. Noveu may reuse knowledge and experience gained in the performance, provided that no confidential information of the Client is shared.

10.6. Noveu may use the trade name and logo of the Client as a reference, unless the Client objects to this In Writing.

Article 11: Licence terms

11.1. NoveuFlow (WordPress plugin). Noveu grants a non-exclusive, non-transferable licence to use NoveuFlow on the number of WordPress installations stated in the licence. After the licence expires, the right to updates and support lapses; use of the last installed version is permitted ("lifetime usage"), without further updates.

11.2. Noveu Werkplek. Right of use per activated User or per organisation, as stated in the Agreement. An increase in the number of Users takes effect immediately and is invoiced pro rata for the remaining invoicing period; a reduction takes effect as of the next invoicing period. Termination of the Subscription ends the right of use; Data remains exportable for 30 days after termination (see Article 16.5).

11.3. Open source components. Noveu uses open source components under their respective licences. These licences continue to apply to those components and prevail over these terms and conditions where they are mandatory.

Article 12: Obligations of the Client

12.1. The Client provides in good time all information and cooperation reasonably required for the performance.

12.2. The Client is responsible for: (a) the accuracy and completeness of the data provided; (b) use of the Services in accordance with the Agreement and laws and regulations; (c) account management, user roles, security of its own systems, accounts, strong passwords and MFA activation; (d) management of Users and reporting misuse of login credentials; (e) its own backups of critical Data.

12.3. The Client does not use the Services for:

(a) unlawful, threatening, discriminatory or misleading content;
(b) distribution of malware, phishing, spam or unsolicited bulk email;
(c) infringement of the rights of third parties;
(d) activities that place a disproportionate load on the infrastructure of Noveu or other customers;
(e) circumventing security measures;
(f) acts that expose Noveu to legal, financial or reputational risks.

12.4. In the event of (suspected) misuse, Noveu may suspend or terminate the Service immediately, with notice In Writing as soon as possible.

12.5. The Client indemnifies Noveu against all claims by third parties related to the use of the Services by the Client or Users.

Article 13: Liability and indemnification

13.1. Noveu's total liability under the Agreement, in tort or on any other ground, is limited to compensation for direct damage up to a maximum of the amount that the Client actually paid to Noveu under the Agreement concerned in the 12 months preceding the event causing the damage, with an absolute maximum of EUR 50,000 per event or series of related events.

13.2. Direct damage means exclusively:

(a) reasonable costs of making the performance conform to the Agreement;
(b) reasonable costs of determining the cause and extent;
(c) reasonable costs of preventing or limiting damage.

13.3. Noveu is not liable for indirect damage, including but not limited to: consequential damage, lost profits, missed savings, loss or corruption of Data, business interruption, reputational damage and claims by third parties against the Client.

13.4. The limitations of liability in this article do not apply in the case of:

(a) intent or deliberate recklessness of Noveu's management;
(b) breach of the confidentiality obligations (Article 15);
(c) liability under mandatory law (including GDPR fines attributable to Noveu as processor).

13.5. A condition for any right to compensation is that the Client reports the damage In Writing within 30 days of discovery. Claims lapse 12 months after they arise.

13.6. The Client indemnifies Noveu against all claims by third parties arising from use of the Services by the Client, unless the claim is demonstrably the result of an attributable failure by Noveu.

Article 14: Force majeure

14.1. Noveu is not obliged to perform if it is prevented from doing so by force majeure within the meaning of Article 6:75 of the Dutch Civil Code.

14.2. Force majeure also includes, but is not limited to: disruptions in telecommunications, internet or energy supply; natural disasters, epidemics; war, terrorism, sabotage; government measures; strikes; DDoS attacks, large-scale cyberattacks or zero-day exploits; failures by suppliers (including Hetzner, Cloudflare, Stripe, Mistral AI); defects in software or hardware of third parties.

14.3. In the event of force majeure lasting longer than 60 days, either Party may dissolve the Agreement In Writing, without any right to compensation.

Article 15: Confidentiality

15.1. The Parties treat all confidential information as strictly confidential and use it only for the performance of the Agreement.

15.2. The following is in any case considered confidential: business processes, financial information, customer data, source code, architecture, strategy, pricing, Personal Data.

15.3. The duty of confidentiality does not apply to information that: (a) was already public; (b) has been developed independently without use of confidential information; (c) has been lawfully obtained from a third party; (d) must be disclosed under mandatory law, in which case the other Party is informed in advance (insofar as permitted).

15.4. The Parties impose the same obligations on employees and engaged third parties.

15.5. This obligation remains in force for 3 years after termination. For trade secrets, confidentiality applies without limitation in time. For Personal Data, the term from the Data Processing Agreement applies (indefinitely, or as long as confidentiality requires).

Article 16: Term, renewal and termination

16.1. Term. An Agreement is entered into for the term stated in the Agreement. In the absence of an explicit term, the following apply by default:

(a) Monthly subscription: indefinite term, minimum initial term 1 month;
(b) One-year subscription: 12 months, tacitly renewed for 12 months each time, unless terminated in good time;
(c) Consultancy/projects: until completion of the work.

16.2. Termination. Termination is In Writing, by email to support@noveu.eu or via the customer portal, observing the following:

(a) Monthly subscription: can be terminated as of the end of the current monthly period, without a notice period;
(b) One-year subscription: notice period of 2 months before the end of the current one-year period. If notice is not given in good time, the Subscription is renewed in accordance with 16.1.

16.3. Interim dissolution for breach of contract. Each Party may dissolve the Agreement after notice of default In Writing with a reasonable remedy period of at least 14 days, in the event of a material failure by the other Party.

16.4. Immediate termination by Noveu. Noveu may terminate or suspend the Agreement without judicial intervention and without liability for damages in the event of: (a) bankruptcy, suspension of payments or a WHOA procedure of the Client; (b) attachment of a substantial part of its assets; (c) cessation or dissolution of the business; (d) a breach of Article 12 that is not ended after a formal demand; (e) failure to pay for more than 30 days after a reminder.

16.5. Consequences of termination. Upon termination:

(a) all rights of use lapse, except for Article 11.1 (lifetime usage NoveuFlow);
(b) Noveu makes the Client's Data available for export in a common format (CSV, JSON, SQL, MBOX for mail) for 30 days after termination;
(c) the Data is then deleted within 30 days; backups are overwritten or erased no later than 90 days after termination;
(d) outstanding invoices remain immediately due and payable;
(e) provisions that by their nature continue (IP, liability, confidentiality, dispute resolution) remain in force.

16.6. Subscription fees already paid are not refunded upon termination by the Client or upon termination because of breach of contract by the Client. Upon dissolution because of an attributable failure by Noveu (Article 16.3) and upon End-of-Life (Article 7.4), the prepaid, unused part of the current period is refunded pro rata.

Article 17: Amendment of the terms and conditions

17.1. Noveu may amend these General Terms and Conditions. Material amendments are announced at least 30 days in advance via email, the customer portal or the website.

17.2. If an amendment entails a material increase in the Client's obligations, the Client may terminate the Agreement as of the effective date of the amendment.

17.3. Continued use of the Services after the effective date counts as acceptance of the amended terms and conditions.

17.4. Amendments of minor importance or that result from changes in the law may be implemented without prior notice.

Article 18: Dispute resolution and governing law

18.1. Dutch law applies to these General Terms and Conditions and all Agreements. The applicability of the Vienna Sales Convention (CISG) is excluded.

18.2. The Parties first try to resolve disputes through mutual consultation. If no solution is reached within 30 days, either Party may submit the dispute to the competent court.

18.3. All disputes are submitted exclusively to the District Court of The Hague (Rechtbank Den Haag), without prejudice to Noveu's right to submit the dispute to the court that has jurisdiction by law.

Article 19: Final provisions

19.1. Filing. These General Terms and Conditions are filed with the Chamber of Commerce and are available free of charge by email on request (legal@noveu.eu).

19.2. Language. These terms and conditions have been drawn up in Dutch. In the event of translation, the Dutch text prevails.

19.3. Contact.

Noveu Solutions
Graskarpersingel 52, 2492 MV 's-Gravenhage
Chamber of Commerce: 42030979
General email: info@noveu.eu
Legal email: legal@noveu.eu
Support: support@noveu.eu
Website: https://noveu.eu

Article 20: Changelog

Version	Date	Change
1.6.1	21 October 2026	Factual correction: Mollie B.V. is not a sub-processor or payment service provider of Noveu and has been removed. Changed are art. 4.3 (payment via our payment service provider Stripe Payments Europe Ltd.; the second payment service provider has been deleted) and art. 14.2 (list of suppliers). The other articles are unchanged.
1.6	7 October 2026	Factual correction to the measured state of 30 September 2026, art. 9.2 (measure b): backups have been stored encrypted since 30 September 2026. Encryption at rest for databases is on the roadmap and not yet in production. The other articles are unchanged.
1.5	30 September 2026	Changelog 1.2 (i) annotated: "no lock-in" is no longer promised.
1.4	28 September 2026	Art. 1.1: legal form (sole proprietorship) included next to the Chamber of Commerce number 42030979, as confirmed by the owner on 28 September 2026. Art. 4.2: subscriptions are invoiced monthly in advance; the discount of two monthly instalments for payment per year has been deleted (decision K5). Art. 5.4 and art. 9.2 (measure f): data location corrected to the measured state of 26 September 2026: data and backups are stored in a Hetzner data centre in Falkenstein (Germany), the backups on a separate disk and a separate virtual machine in the same data centre. Art. 6.2: the own standard levels have been replaced by a reference to the single SLA at /legal/sla; guaranteed availability and service credits only apply if they have been agreed In Writing. In the historical entry of version 1.0, the name of the former backup location has been replaced by a description.
1.3	31 August 2026	Force majeure clause (art. 14.2): supplier "Google" replaced by "Mistral AI". Since 29 August 2026 the external AI processor has been Mistral AI SAS (France, processing within the EU) and no longer Google (Gemini API, US). This removes the reason that version 1.2 still gave for keeping Google: the Data Processing Agreement at that time still marked Mistral as a "roadmap option, not the current state", and that was corrected in Data Processing Agreement v1.3. The accompanying notice to Clients in accordance with DPA art. 6.3 was published on 31 August 2026 on /juridisch/sub-verwerkers, with an objection period until and including 30 September 2026. No other substantive change in this version; the open points from version 1.2 (legal form in art. 1.1 and 19.3, VAT identification number, and the list for legal assessment) remain open.
1.2	29 August 2026	Substantive check against the other legal sources, the live site and the decision file (issue #165, check table in the first comment). Corrections: (a) contradiction in the header "Filed with: Chamber of Commerce (optional)" vs. art. 19.1 resolved by deleting "optional"; (b) definition "Software" added (art. 1.15), used in art. 10 and 11 but not defined anywhere; (c) product name "Noveu Workspace" replaced by the name that is sold, "Noveu Werkplek" (art. 1.5, 5.3, 10.1, 11.2); (d) order of precedence SLA/AV standard levels clarified (art. 6.2); (e) duplicate account security provision art. 5.6 merged into art. 12.2; (f) pro rata refund upon End-of-Life and upon dissolution because of breach of contract by Noveu added (art. 7.4, 16.6); (g) annual discount of two monthly instalments that is already on the pricing page, now also laid down contractually (art. 4.2); (h) payment methods rewritten to the payment service providers actually active, Stripe and Mollie (art. 4.3); (i) monthly notice period deleted so that the AV matches the live promise "cancel monthly, no lock-in" (art. 16.2) (the quote "no lock-in" is an old website promise that is no longer used: there is no export button for files, contacts and chat; see version 1.5); (j) encryption at rest claim aligned with the Data Processing Agreement: on the roadmap, not yet in production (art. 9.2); (k) NIS2 paragraph rewritten from an unconditional compliance claim to a description of the measures taken, with a reference to Annex 1 of the DPA (art. 9.3); (l) supplier names (Prometheus/Grafana/GlitchTip) replaced by a functional description (art. 9.2); (m) transfer outside the EEA: reference to Annex 2 of the DPA and the public sub-processor overview added (art. 8.4); (n) Stalwart (our own mail server software, not a supplier) removed from the force majeure list (art. 14.2); (o) confidentiality term for Personal Data linked to the DPA term (art. 15.5); (p) right of use Noveu Werkplek supplemented with a clause on changing the number of Users (art. 11.2); (q) dead reference to a non-existent Acceptable Use Policy replaced by a reference to art. 12.3 (closing reference). Kept outside this round: the legal form statement in art. 1.1 and 19.3 and the VAT identification number await the Chamber of Commerce extract; the AI processor in art. 14.2 remains Google because the Data Processing Agreement itself still marks a possible switch to Mistral as a "roadmap option, not the current state"; trial period, excess usage and support ladder provisions have not been added because the cited pricing and support proposals of 28/29 August explicitly mark themselves as research/advice ("nothing changed in catalogue, code or prices"); and ten points requiring a legal judgement (including liability caps, notice periods, GPL status of NoveuFlow) are listed as an open list in issue #165 for assessment by a lawyer. A clickable table of contents with anchors per article, neater formatting and a downloadable PDF with version, date and generation time were added in the same round (see `LegalDocument`/`scripts/generate-av-pdf.mjs`).
1.1	16 June 2026	Force majeure clause (art. 14.2): supplier "Anthropic" replaced by "Google", the actual external AI processor is Google (Gemini API, LLM text generation only), not Anthropic. Embeddings run on-premise on our own EU infrastructure.
1.0	9 June 2026	First version ready for publication, based on the internal template of March 2026. Extended with: (a) explicit NIS2 paragraph including incident reporting deadlines (art. 9.3); (b) current service description: Noveu Workspace, Webmail, Mail Hosting, NoveuFlow, Managed IT (art. 1.5); (c) hosting infrastructure named explicitly: Falkenstein plus a separate backup location (art. 5.4; corrected in version 1.4); (d) force majeure extended with DDoS/zero-day and current suppliers Hetzner/Cloudflare/Stripe/Mollie/Stalwart/Anthropic (art. 14.2); (e) standard SLA tightened with a response time for critical outages of 4h/24-7 and a reference to the status page (art. 6.2); (f) data breach notification period set at 48 hours in line with the DPA (art. 9.4); (g) payment and termination channels specified (art. 4.3, 16.2); (h) data export formats (including MBOX for mail) upon termination (art. 16.5); (i) clarification of the order of precedence of documents including the DPA (art. 2.4).

Publication location: https://noveu.eu/juridisch/algemene-voorwaarden Related documents: Data Processing Agreement (DPA) · Privacy statement · SLAs per Service. Permitted use of the Services is set out in Article 12.3 of this document.