Notice: this is an informative translation. Only the Dutch version is legally binding.
General Terms and Conditions for Managed Hosting – Zentic
Version: v1.0
Date: January 21, 2026
These General Terms and Conditions (“GTC”) apply exclusively to the product Managed Hosting of:
Zentic (sole proprietorship)
Viaductstraat 3-6, 9725 BG Groningen, Nederland
KvK: 72067527 — BTW: NL002335720B45
E-mail: support@zentic.io — Website: https://zentic.io
Scope: These GTC are not applicable to standard hosting, domain registration, e-mail services or other products of Zentic, unless otherwise agreed in writing.
Target group: Managed Hosting is offered to business customers (B2B).
1. Definitions
In these GTC, the following terms have the following meanings:
1.1 Backup: a copy of website files and/or database, created in accordance with Annex 1 (SLA).
1.2 Management/Managed Hosting: the services as described in Article 4 and the SLA.
1.3 Third Party/Parties: parties that are not a party to the Agreement, including suppliers and sub-processors.
1.4 Incident: a disruption or security problem as a result of which the website or environment (partially) does not function as agreed.
1.5 Customer: the business customer that purchases Managed Hosting.
1.6 Agreement: the agreement between Zentic and the Customer for Managed Hosting, including the order confirmation, SLA and these GTC.
1.7 SLA: Service Level Agreement, Annex 1.
1.8 Business Day: Monday through Friday, with the exception of official Dutch public holidays.
1.9 Dutch time: time zone Europe/Amsterdam (CET/CEST).
2. Applicability, deviations and order of precedence
2.1 These GTC apply to all offers and Agreements for Managed Hosting.
2.2 Deviations apply only if Zentic confirms them in writing.
2.3 Order of precedence in the event of conflicts (highest to lowest):
a) order confirmation/quotation/Agreement;
b) SLA (Annex 1);
c) these GTC.
2.4 Purchasing or other terms and conditions of the Customer do not apply.
3. Formation and commencement date
3.1 The Agreement is formed by written confirmation (order confirmation), signing, or commencement of use by the Customer.
3.2 The commencement date is the activation date stated in the order confirmation; in the absence thereof: the date on which Zentic activates the service.
3.3 Zentic may refuse a request, for example in the event of (suspected) misuse or unlawful activities.
4. Description of Managed Hosting and limits of the scope
4.1 Managed Hosting is the management of a WordPress website on the hosting environment of Zentic.
4.2 Included (within scope) are in any event:
a) WordPress core updates;
b) plugin updates (insofar as updating is possible);
c) theme updates (insofar as updating is possible);
d) uptime monitoring;
e) website support for malfunctions/issues that fall within scope;
f) website maintenance within the agreed management activities;
g) monthly reporting;
h) plugin licenses only if this is part of the chosen package.
4.3 Not included (outside scope) are in any event:
a) website modifications/further development (design, content, customization, new functionality);
b) SEO, advertising, marketing;
c) migrations/transfer work, unless separately agreed;
d) extensive support on third-party plugins: Zentic provides basic diagnosis and advice, but vendor support/bug fixing/customization may be an Additional service;
e) work that is necessary because the Customer has not linked a valid license for a plugin/theme and updates are therefore not possible.
4.4 Package limits (resources/limits) depend on the chosen package and are stated at: https://zentic.io/managed-hosting.
4.5 Zentic does not guarantee that third-party software (plugins, themes, external APIs) will always continue to function after updates; in this regard Zentic follows the update and recovery arrangements set out in the SLA.
5. Obligations of the Customer
5.1 The Customer shall provide in good time all information and access necessary for performance (accounts, DNS data, logins, etc.).
5.2 The Customer is responsible for:
a) the content of the website and the lawfulness thereof;
b) the use of strong passwords and careful account management;
c) enabling and using MFA where available;
d) valid licenses for third-party plugins/themes, so that updates can be carried out.
5.3 If updates are not possible because a license is missing or has expired, Zentic shall report this. Zentic is not liable for security problems that arise because a plugin/theme cannot be updated for a prolonged period due to missing licenses.
5.4 The Customer shall prevent unauthorized persons from gaining access and shall report (suspected) misuse immediately.
6. Support, incidents and maintenance
6.1 Support channels and response times are set out in the SLA.
6.2 The Customer shall report incidents via the agreed channel and shall provide at a minimum: URL, description, time of occurrence, steps to reproduce and recent changes.
6.3 Zentic classifies incidents as Critical/High/Normal/Low (SLA).
6.4 Zentic may carry out maintenance (planned or emergency). Notification and rules are set out in the SLA.
7. Uptime/availability
7.1 The uptime target is 95% per month, measured in accordance with the SLA.
7.2 Uptime excludes: planned maintenance, emergency maintenance, malfunctions at Third Parties beyond the control of Zentic, force majeure and improper use or changes by the Customer.
7.3 There are no service credits or other forms of compensation if the target is not met, unless otherwise agreed in writing.
8. Backups and recovery
8.1 Zentic makes daily backups with a retention of 7 days (SLA).
8.2 The Customer can, in principle, restore backups itself via the Plesk dashboard (self-service).
8.3 If the Customer asks Zentic to perform a restore: up to 2 restores per month are included; thereafter the hourly rate of € 85 (excl. VAT) applies, plus any time required for investigation/recovery.
8.4 Recovery is best-effort, particularly in the case of malware, corrupt data, or third-party dependencies.
8.5 Backups are not an archiving service. The Customer remains responsible for its own additional backups and the archiving of critical data.
9. Security and shared responsibility
9.1 Zentic takes basic measures, including: Imunify, CSF firewall and LiteSpeed WAF. SSH is only possible with an SSH key. The Plesk admin dashboard is only accessible from a specific IP address. For WordPress, brute-force protection is applied. Optionally, WP Guardian can be purchased as an add-on.
9.2 Complete (100%) security cannot be guaranteed.
9.3 In the event of a (suspected) incident, Zentic may take measures to limit damage, such as: temporarily blocking traffic, resetting accounts, isolating the website/environment, or taking it (temporarily) offline.
9.4 Forensic investigation, extensive malware cleaning and recovery outside scope may be offered as an Additional service.
10. Acceptable Use and Fair Use
10.1 It is prohibited to use the service for unlawful activities, spam, phishing, malware, DDoS, scanning/brute force, or activities that impair stability or security.
10.2 For the consumption of resources, the Fair Use Policy of Zentic applies. This policy forms part of the Agreement and is available at https://zentic.io/managed-hosting (or a subsequent publication on the website).
10.3 In the event of exceedance or misuse, Zentic may take measures such as throttling, a request to upgrade, additional charges or (temporary) disconnection, depending on the severity.
11. Third Parties and sub-processors
11.1 Zentic uses Third Parties for parts of the services, including:
Dedicated server: Nobis IT (Smilde)
Monitoring: Better Stack
E-mail: Qboxmail
Backups: JetBackup
Security tooling: Imunify, CSF, LiteSpeed WAF/web server
11.2 Zentic may change these Third Parties. For personal data, the DPA applies (Annex 2: reference).
12. Prices, invoicing and payment
12.1 Prices are invoiced in advance (monthly or annually, depending on the chosen package).
12.2 Payment term: 14 days after the invoice date.
12.3 Reminder process in the event of non-payment:
a) 1st reminder: 1 day after the due date;
b) 2nd reminder: 7 days after the 1st reminder;
c) 3rd reminder: 14 days after the 2nd reminder;
d) 4th reminder: 30 days after the 3rd reminder;
e) thereafter a further 2 days to pay in full.
12.4 In the event of continued non-payment after the additional term:
a) € 40 in collection costs will be charged; and
b) Zentic may suspend services with immediate effect until full payment has been received.
12.5 Statutory (commercial) interest is due from the due date.
12.6 Set-off or suspension by the Customer is not permitted (B2B).
13. Indexation and third-party cost increases
13.1 Zentic may index its rates annually on the basis of the CBS Consumer Price Index (CPI), all households, with a minimum of 0% and a maximum of 10% per year.
13.2 In addition, Zentic may adjust rates in the interim in the event of demonstrable cost increases by Third Parties (e.g. data center/licenses), with 30 days prior notice.
14. Term, termination, ending and exit
14.1 Initial term: 12 months from the commencement date.
14.2 After the first year:
a) for monthly payment: after the initial term the Agreement is converted into one for an indefinite period and may be terminated on a monthly basis;
b) for annual payment: the Agreement is renewed each time for 12 months.
14.3 Notice period: 30 days. Termination may be effected via zentic.io or via support@zentic.io.
14.4 Termination during the initial term does not give rise to any right to a refund; remaining installments may become due and payable if so stipulated in the order confirmation.
14.5 Exit/Export: The Customer is, in principle, responsible for migration and export itself. Upon request, Zentic can provide an export (ZIP) for € 85 (excl. VAT), with a turnaround time of no more than 7 Business Days.
14.6 Data retention after ending: Zentic retains data for a maximum of 60 days after the end of the Agreement and may delete it thereafter.
15. Suspension and dissolution
15.1 Zentic may suspend (parts of) the service in the event of non-payment (Article 12) or breach of Acceptable Use/Fair Use.
15.2 Zentic may dissolve the Agreement if:
a) the failure has not been remedied within a reasonable period after written notice of default; or
b) immediate termination is necessary due to serious misuse or security risks.
16. Intellectual property
16.1 The Customer retains the rights to its own content and data.
16.2 Zentic retains the rights to its own tooling, scripts, documentation and configurations.
16.3 The Customer grants Zentic a limited license to process content/data for the performance of the Agreement.
17. Confidentiality
17.1 The parties shall keep confidential information secret and shall use it only for the performance of the Agreement.
17.2 Exceptions apply to information that is public, has been lawfully obtained from third parties, or must be disclosed pursuant to law or a court order.
18. Liability and indemnification
18.1 Zentic is not liable for indirect damage, including consequential damage, lost profit/revenue, missed savings, loss of goodwill or business interruption.
18.2 Zentic is (insofar as not excluded) liable only for direct damage that is the direct result of an attributable failure.
18.3 The total liability of Zentic per event (or series of connected events) is limited to the amount paid out under the business liability insurance (currently a maximum of € 2.500.000 per event, deductible € 250).
18.4 If, for whatever reason, no payment is made, liability is limited to the amount paid by the Customer for the relevant service in the 3 months preceding the damage-causing event, with an absolute maximum of € 2.500.000.
18.5 Exclusions and limitations do not apply in the event of intent or willful recklessness on the part of Zentic's management.
18.6 The Customer indemnifies Zentic against claims by third parties relating to the use of the service by or on behalf of the Customer, including breach of statutory obligations or IP rights.
19. Force majeure
19.1 Force majeure includes, among other things: disruptions in (public) infrastructure, malfunctions at data centers/suppliers, DDoS, internet outages, government measures, strikes, war, terrorist attacks, civil unrest, pandemics/epidemics and other circumstances beyond reasonable control.
19.2 In the event of force majeure, obligations are suspended.
19.3 If force majeure lasts longer than 3 months, either party may dissolve the Agreement in writing. Services already provided will be settled on a proportionate basis.
20. Amendment of terms and conditions
20.1 Zentic may amend these GTC with 30 days prior notice.
20.2 Amendments apply, in principle, from the announced commencement date. If an amendment is materially detrimental to the Customer, the Customer may terminate the Agreement as of the commencement date of the amendment.
20.3 If mandatory law requires a different approach, that mandatory law prevails.
21. Governing law and competent court
21.1 The Agreement and these GTC are governed by Dutch law.
21.2 Disputes shall be submitted to the competent court of the District Court of Noord-Nederland (Groningen location), unless mandatory law provides otherwise.
Annex 1 – SLA Managed Hosting (Service Level Agreement)
1) Support channels and hours
1.1 Support hours (standard): Monday through Friday 09:00–17:00 (Dutch time).
1.2 Channels per package:
Core packages: support via ticket (and/or e-mail via support@zentic.io).
Pro packages: ticket + WhatsApp/telephone (contact details as stated in the customer portal / order confirmation).
1.3 Outside office hours (emergency): Zentic handles Critical incidents in the evenings and at weekends as well. Other requests are addressed on the next Business Day, unless separately agreed.
2) Severity levels (priorities)
2.1 Critical (P1): website completely offline or unreachable (HTTP 5xx/timeout) or an active serious security incident.
2.2 High (P2): an essential feature does not work and has a clear impact on business operations (e.g. checkout/lead form completely broken).
2.3 Normal (P3): a non-essential feature does not work or there is a limited workaround.
2.4 Low (P4): a non-urgent question or an informational request.
3) Response times (time to first substantive response)
3.1 Response times are based on working hours within support hours (1.1), unless it concerns a P1 emergency.
P1 Critical: 30 minutes (within support hours). Outside support hours: as soon as possible, target time 60 minutes.
P2 High: 2 hours (within support hours).
P3 Normal: 8 hours (within support hours).
P4 Low: 24–48 hours (within support hours).
3.2 Resolution time depends on the cause and dependencies (e.g. plugin supplier). Zentic communicates a plan or workaround as soon as possible.
4) Uptime and measurement
4.1 Uptime target: 98% per month.
4.2 Measurement method: Better Stack uptime monitor (HTTP/HTTPS check).
4.3 Uptime excludes: planned maintenance, emergency maintenance, malfunctions at Third Parties beyond the control of Zentic, force majeure and errors/changes by the Customer.
5) Maintenance
5.1 There is no fixed maintenance window.
5.2 Planned maintenance is, where possible, announced 24–48 hours in advance.
5.3 Emergency maintenance may take place without notice when necessary for security or stability.
6) Updates and management
6.1 Zentic carries out WordPress core/plugin/theme updates within scope.
6.2 Updates of third-party plugins/themes may depend on a valid license. If updates cannot be performed, Zentic reports this to the Customer.
6.3 If an update causes problems, Zentic takes reasonable recovery measures within scope (e.g. rollback/restore), taking Article 8 of the GTC into account.
7) Backups and restores
7.1 Frequency: daily.
7.2 Retention: 7 days.
7.3 Self-service restore: The Customer can perform restores itself via Plesk (where available).
7.4 Restore by Zentic: up to 2 times per month included; thereafter € 85/hour (excl. VAT).
7.5 Restore is best-effort, particularly in the case of malware/corruption or external dependencies.
Annex 2 – Privacy/GDPR (Option A: reference to separate DPA)
If, in the performance of Managed Hosting, Zentic processes personal data on behalf of the Customer, Zentic acts as processor and the Customer as controller (where applicable). For this, the Data Processing Agreement (DPA) of Zentic applies:
Privacy Statement: https://zentic.io/juridisch/privacyverklaring
Cookie Statement: https://zentic.io/juridisch/cookieverklaring
