Netpower / General Terms and Conditions (SLA) / General Terms and Conditions (SLA) for the purchase of services and equipment from Netpower
General Terms and Conditions (SLA) for the purchase of services and equipment from Netpower
1. General
These terms govern the relationship between the Customer and Netpower in connection with the purchase of services from Netpower, which may include:
- Domain, web and email services
- ASP services
- Hosting and operation of customer servers
- Data backup services
- Operation of firewall solutions
- IT operations consultancy services
- Supply of hardware and software
An order for any of the above services from Netpower — by telephone, web, email, in writing or orally — constitutes the conclusion of an Agreement with Netpower and acceptance of these terms in their entirety. Any specific terms that depart from these General Terms and Conditions and that follow from an accepted quotation or a signed Agreement between the Customer and Netpower take precedence over these General Terms and Conditions.
The General Terms and Conditions and the terms for individual services may be changed without notice.
2. Invoicing of consultancy services
For ongoing hourly assignments, Netpower invoices work performed at the applicable hourly rate. Any software licences are invoiced when the Agreement is entered into; see clause 3.
The consultant is entitled to additional payment as follows:
Agreed overtime between 16:00 and 20:00 on ordinary working days is charged at 150% of the normal hourly rate. Agreed overtime at all other times is charged at 200%.
3. Payment terms and start of invoicing
The Customer pays for the services ordered at the standard prices in force from time to time, or in accordance with an accepted quotation. In the event of late payment, the Customer is liable to pay the applicable default interest under the Norwegian Act relating to Interest on Overdue Payments. Ongoing services are invoiced in advance for each Invoicing Period. The invoice date will be 15-45 days before the start of a new Invoicing Period. Payment terms are net 14 days.
Hardware or software ordered is invoiced to the Customer on the date the Agreement is entered into. The Customer is obliged to pay for goods ordered by the due date, whether or not the goods have been put into use. If all or part of the delivery has not been made by the invoice due date, the Customer may withhold payment of the portion of the amount corresponding to the value of the goods not delivered. The due date for the withheld amount is then deferred to the date the goods in question are received.
Netpower software licences and the maintenance/right-of-use fee for the first 12 months are invoiced when the Agreement is entered into. Web hosting and server services are invoiced once the solution has been made available to the Customer, including where the solution has not been officially launched for reasons attributable to the Customer. The same applies to servers made available to the Customer or the Customer’s operations partner, even if not every adaptation has been completed.
Netpower reserves the right to have other companies handle registration, invoicing and follow-up in relation to the individual Customer.
Netpower reserves the right to suspend any service delivered by the Netpower group in the event of non-payment.
4. Disputing an invoice
If the Customer claims that an invoice received from Netpower is incorrect because services or software were not delivered or were delivered late, or because the amount does not match the agreed amount, the Customer must send a written objection to faktura@netpower.no. The notice must reach Netpower no later than 14 days after the Customer received the invoice, and must set out in detail what the Customer considers missing from the delivery and requires to be corrected. The Customer may withhold payment of the portion of the amount corresponding to the value of the services it claims were not delivered, but is obliged to pay for services received by the due date. The due date for the withheld amount is then deferred to the date on which the parties agree that all invoiced services have been delivered.
5. Prices and price adjustment
All prices stated in quotations, brochures, price lists and on netpower.no are exclusive of VAT and other duties. Prices for consultancy and ongoing services are adjusted annually in line with the increase in the consumer price index published by Statistics Norway. The adjustment takes effect on 1 January each year, based on the increase in the index over the preceding 12-month period.
Where services are used over a sustained period beyond what the agreement covers (storage, bandwidth, other capacity), Netpower may upgrade the service or invoice the additional use.
6. Invoicing periods, Agreement Periods and termination
Ongoing services and software maintenance/right-of-use fees run for an indefinite term with the standard Agreement Period for the service. The services renew automatically and are invoiced for a new period on the terms then in force until Netpower receives a valid notice of termination. If notice is given less than 30 days before the current Agreement Period expires, the Customer is liable to pay for a further Agreement Period. If notice is given part-way through an Agreement Period, amounts already paid are not refunded. Hosting and colocation services normally carry three months’ notice unless otherwise agreed.
On termination or transfer of a domain, it is the Customer’s responsibility to ensure that the new provider completes the transfer in accordance with the naming policy of the relevant top-level domain and before the Agreement Period expires, so that Netpower does not incur unnecessary costs. Otherwise the Customer is liable to pay for the domain for a further Agreement Period.
On termination or transfer of services, it is the Customer’s responsibility to retrieve all data stored with Netpower before the Agreement Period expires. When a service is terminated, all of the Customer’s data is deleted at the end of the Agreement Period.
7. Support and on-call telephone
The Customer has access to Netpower’s customer centre (tel. 51 95 80 00) during our opening hours for supported services delivered by Netpower. The customer centre receives fault reports that fall within Netpower’s responsibility and require rectification by Netpower.
All faults affecting shared components are handled by Netpower at no direct cost to the Customer.
Outside opening hours, the Customer may contact Netpower’s on-call telephone to report faults in the Customer’s solution. Where this is not part of the agreed service (SLA), it may incur additional costs for the Customer.
Assistance with some of our services is chargeable. This applies, for example, to any service the Customer has been given access to administer itself, services where support is not clearly stated to be included, and faults caused by the Customer.
Examples include support with setting up email clients, creating or changing email addresses, creating and updating web hosting, configuring VPN users, domain set-up, configuring or changing routers and firewalls, database assistance, and troubleshooting scripts and applications in connection with web solutions. Such work may be invoiced by time spent at the applicable hourly rate.
7.2 Right of use and resale
The Customer is entitled to use software developed and delivered by Netpower provided that ongoing maintenance/right-of-use fees have been paid for the number of users or servers using the solution.
The Customer undertakes to keep usernames and passwords confidential. The Customer may not resell services delivered by Netpower unless this has been agreed in writing with Netpower.
8. Limitation of liability and the Customer’s obligations
Netpower is responsible for the shared components on which the services depend in order to meet the agreed SLA. Netpower’s responsibility is to operate the solution as agreed with the Customer.
Where the Customer is itself responsible for operating its own services or servers, the Customer must ensure that unauthorised parties cannot access the services and that all material security threats have been addressed.
Restoration of deleted files is carried out on an hourly basis. Unless otherwise agreed, the Customer is responsible for backing up its own data. Netpower accepts no liability for loss that could have been avoided had such a backup been taken. For customers with dedicated servers, backup is covered by a separate agreement.
Compensation for loss caused by negligence or intent on the part of Netpower is limited to the value of one year’s charges for the specific service, and does not extend to indirect loss, including lost profit, consequential loss or other indirect damage. Claims for compensation in the event of breach must be made without undue delay.
9. Disputes
Disputes concerning this Agreement that cannot be resolved through negotiation between the parties shall be settled by the ordinary courts, with Stavanger as the legal venue.
Netpower General Terms and Conditions as of September 2026