[email protected]

Terms of Service (TOS) — RemoteHands.nl

Effective date: 20.08.2025

1. Parties and details

These Terms apply to services provided by RemoteHands.nl, registered in the Netherlands as a sole proprietorship (eenmanszaak), KVK No. 97372811, BTW-id NL052661168B05, address: Pasar Malamstraat 724, 1336 NG Almere.
Contacts: [email protected] (general), [email protected] (operational).
For the purposes of this document, “Contractor” means RemoteHands.nl.

2. Services

The Contractor provides physical data center work, including but not limited to:

  • Unpacking, racking, connecting power
  • Cabling, labeling, diagnostics (including patch cords/fiber to switches)
  • iDRAC/IPMI setup, remote access
  • Photo/text report
  • Replacement or installation of server components (RAM, SSD/HDD, NIC, PSU, fans)
  • Re-racking, relocation, server assembly/disassembly
  • POST/BIOS/iDRAC/IPMI checks with error codes logging
  • RAID operations per written instructions (no liability for data)
  • Inventory and labeling
  • Basic optical cleaning (LC/SC), link check

A full list of sample tasks is available at remotehands.nl/services. The list is indicative and not exhaustive; actual scope and conditions are agreed individually with the Client.

3. Agreed Work and SLA

Tasks may be assigned either as a fixed slot (date/time) or as a flexible window (e.g. “within 7 days”).

  • For fixed slots: Contractor arrives at agreed time unless prevented by force majeure or access issues.
  • For flexible windows: Contractor schedules execution within the agreed period, informing Client in advance.

The Contractor is not responsible for unconfirmed requests, vague timing, or standby availability.
Failure caused by Client (no access, no parts, wrong credentials) is not a breach of SLA.

4. Access and materials

The Client must ensure:

  • Access to the DC at the agreed time
  • Required parts and credentials
  • Provision of non-standard consumables or tools when needed

The Contractor carries a standard toolset. If access or materials are missing due to Client, time is billable.

5. Rates and payment

  • Standard rate: €110/h (15-min increments), min. 1 hour
  • Travel costs: first 15 km from Almere Port free, then €1/km (one-way) up to 120 km. Beyond this, travel costs may be calculated round-trip, per zone, or per day, subject to agreement.
  • Parking costs incurred by the Contractor while providing services at the Client's designated location will be charged to the Client at cost.
  • Night/holiday work (20:00–08:00, NL national holidays): +100% rate. Travel >50 km also +100% if during night/holiday.
  • All rates mentioned are exclusive of 21% VAT.
  • Invoice due within 7 days. Late payment: +2%/month + €20 fee.
  • Prepayment may be required for new, urgent, or unusual tasks.
  • Heavy/large equipment (>25 kg or requiring 2 persons): extra engineer/day rate may apply.
  • Large-scale projects (>20 servers, multiple racks, major recabling): separate quote, possible discount.

6. Liability and warranties

  • Liability limited to invoice amount per task.
  • No liability for indirect or consequential losses.
  • No guarantee of fitness or uptime beyond physical work.
  • Contractor informs Client of observable issues only (e.g. missing parts, damaged cables, POST errors). No responsibility for hidden/software risks.
  • Work will be carried out carefully, in accordance with Client’s instructions and DC rules.

7. Cancellation

  • Cancel ≥24h: no charge.
  • Cancel <24h: 1h billed.
  • Non-payment or breach: grounds for termination.

8. Force majeure

No liability for delays due to weather, accidents, protests, DC access restrictions.

9. Photos and reports

Photos/videos may be made for reporting if required or agreed with Client.
Publication (portfolio, etc.) only with separate Client consent; sensitive details may be masked.

10. Delegation

Contractor may engage colleagues/subcontractors but remains responsible for results.

11. Privacy and Data Retention

We comply with GDPR. By using our services, you acknowledge our Privacy Policy, which details the data we collect and its purpose. Key data retention periods are:

  • Service-related data (tickets, reports, photos): up to 36 months.
  • Financial and administrative data: up to 10 years, as required by law.

For full details, please refer to our complete Privacy Policy at remotehands.nl/privacy.

12. Law

Dutch law applies. Disputes: Noord-Holland court.

13. Updates

Terms may be updated and take effect 7 days after publication unless Client objects in writing.

14. Acceptance

Using services = full acceptance of these Terms.