Sysadmin.Express — Terms of Service

Version: 26 July 2026

These Terms govern the provision of managed IT services by Sysadmin.Express to business customers. They are addressed to businesses only (B2B); they are not a consumer contract. This English version is the x-default of the site and is intended for international and EU customers contracting with the Polish sole trader identified below.

1. General provisions and definitions

1.1. Provider. Services under the Sysadmin.Express brand are provided by Oleksandra Rovnianska, sole trader (jednoosobowa działalność gospodarcza, Republic of Poland), NIP 6793311501, REGON 529865182, address: ul. Cumowników 75, 80-299 Gdańsk, Poland (the "Provider" or "we"). The Provider is the controller of personal data within the meaning of the GDPR (Section 11) and an active VAT / VAT-UE payer (from 01.07.2026).

1.2. Ukraine. In Ukraine the Sysadmin.Express brand is operated by a Ukrainian sole trader (FOP Oleksii Rovnianskyi, Kyiv), who is the contracting party for Ukrainian customers and issues invoices within the Ukrainian tax framework; Ukrainian customers contract under the Ukrainian-language offer, governed by Ukrainian law, with the Ukrainian sole trader — not with the Provider defined in clause 1.1. The Provider (Oleksandra Rovnianska, JDG) is the party for international and EU customers under these Terms, owns the Sysadmin.Express brand, and is the controller of personal data processed on the site; the Ukrainian sole trader uses the brand under a separate agreement with the Provider that imposes no obligations on the Provider towards Ukrainian customers.

1.3. Customer — a business (legal entity or sole trader) that has accepted these Terms under Section 14.

1.4. Definitions:

• Services — managed IT support: monitoring, backups, preventive maintenance, security,

user support and related work within the agreed scope.

• Unit — a single supervised asset: a computer or POS terminal, a server, a service. The

Unit is the basic unit of accounting and pricing and the only asset counted towards the minimum threshold in clause 4.2.

• Site network — the network infrastructure of one Customer location; it is a separate,

billable line item (clause 4.2) but is not a Unit and does not count towards the 3-Unit threshold.

• Price Sheet — a separate, dated document setting out the Customer's individual prices;

an integral part of the contract (Section 5).

• Cabinet — the Customer's personal online panel at app.sysadmin.express showing system

status, records, pricing and documents (being launched; until launch, operational records are kept by e-mail — Section 9).

• Technical Passport — the list of the Customer's Units with their status, history and

accepted risks, available in the Cabinet.

• Authorized Person — the Customer's representative listed in the "Authorized Persons"

annex, entitled to make decisions and sign records in the Cabinet on the Customer's behalf.

• Accepted Risk — a recorded refusal by the Customer of our Recommendation (Section 6).
• Business Hours — Monday to Saturday, 08:00–20:00 Europe/Kyiv time. Kyiv time is

authoritative; local equivalents are illustrative: 07:00–19:00 CET (Poland, Spain, Sweden), 06:00–18:00 WET (mainland Portugal).

2. Subject and scope of the Services

2.1. The Provider supplies managed IT services within the scope of the chosen plan (Section 4) and the individual Price Sheet. A typical subscription scope includes:

• 24/7 monitoring of servers, services and networks;
• backups with generational rotation (daily, weekly, monthly) and regular restore testing;
• preventive maintenance and scheduled updates;
• user support during Business Hours and response to critical incidents outside them;
• maintenance of the Technical Passport and documentation.

2.2. Deliberate exclusion in the hourly plan. The hourly plan without a subscription includes no continuous monitoring — between requests the Customer's systems are not supervised. This is a deliberate boundary: continuous supervision is the value of the subscription.

2.3. On-site work. The primary mode of work is remote. Where physical hands are needed (replacing a disk, connecting a cable), the Provider coordinates the Customer's staff or a local contractor and supervises the work.

2.4. The scope for a specific Customer is agreed in the Price Sheet and, where needed, in a Scope Annex. Work outside the agreed scope is performed by separate agreement and billed hourly (Section 4).

3. Service levels (SLA)

3.1. Detection. Systems under subscription supervision are monitored 24/7; automation detects a serious failure within minutes.

3.2. Target first-response times by an engineer for a critical incident:

• up to 30 minutes during Business Hours (Mon–Sat, 08:00–20:00 Kyiv / 07:00–19:00 CET);
• up to 2 hours outside Business Hours.

3.3. Nature of the targets. The times in clause 3.2 are target times, not an unconditional guarantee. Target response and resolution times are recorded in each contract. Written service-level guarantees (a guaranteed SLA with remedies) are provided separately, in the "All-Inclusive" package.

3.4. Website enquiries. First contact for a website enquiry or free audit — within one business day.

3.5. Suspension of the clock. The target-time clock is suspended for any period during which the Customer has not provided the access, information, consent or payment needed to respond, and for the duration of the circumstances in clause 7.3.

3.6. For areas subject to an Accepted Risk (Section 6) the target times become informational (measured, not guaranteed) to the extent attributable to that risk.

4. Prices and payment

4.1. Website prices are an invitation to treat, not an offer. Prices published on sysadmin.express are an invitation to request an individual quote, not an offer. The Customer's individual price is fixed in the Price Sheet (Section 5).

4.2. Plans (base rates, net):

• Supervised equipment (subscription): computer or POS — €30/mo; server — from €60/mo

(exact price individual, depending on server complexity); single-site network — €20/mo (billed separately, independent of the Unit threshold). Threshold — from 3 Units (computers/POS/servers/supervised services); a site network does not count towards the threshold. Each Unit is counted separately.

• Hourly work without subscription: €60/hour net, minimum 1 hour, then 30-minute steps.
• Quick help (one-off, no subscription): €90/hour during Business Hours · €120/hour

outside them; minimum 2 hours; work time is billed, not the call. If a subscription is signed within 30 days, half of the quick-help invoice is credited to the first subscription month.

• "All-Inclusive": written service-level guarantees (SLA) with individual remedies, a

dedicated engineer-architect, individual terms — by separate agreement. (A non-disclosure agreement (NDA) is available to every Customer on request, at no extra charge — Section 10 — not a feature exclusive to this tier.)

4.3. Unit of engineering work — €60 per hour net. Derived: server from €60/mo, quick help €90/€120 (1.5× and 2× the base).

4.4. VAT. Prices are net. The place of supply is determined under art. 28b of the Polish VAT Act (customer's seat). For Customers established in Poland, VAT is added at 23%. For a Customer that is a VAT payer established in another EU member state, the service is taxed in the country of its seat under the reverse-charge mechanism; the invoice carries the relevant note. For a Customer established outside the EU, the service is outside the scope of Polish VAT (supply outside the territory). The Provider may require a valid VAT-UE number or other proof of the Customer's status and seat.

4.5. Currency. The contract currency is the euro. Invoices are issued in euro; amounts in other currencies are for reference at central-bank rates.

4.6. Payment. Invoices are payable in the manner and by the date stated on the invoice and in the Price Sheet. Payment details (IBAN) are provided to the Customer directly on request and are not published. Provider's bank: PKO Bank Polski (BIC BPKOPLPW).

5. Individual pricing and annual review

5.1. Individual Price Sheet. Each Customer's prices are fixed in a Price Sheet — a separate, dated document forming an integral part of the contract. The Cabinet shows the current Price Sheet and an archive of previous ones. Each new version is accepted under Section 14.

5.2. Monthly quantity recalculation. If the equipment fleet changes (a Unit is added or removed), the next invoice is recalculated at the current unit rates. This is not a price change but the application of the contract formula.

5.3. Annual rate review. No later than 45 days before the contract anniversary, the Provider gives the Customer a Report (number of requests, hours spent, incidents, response speed — the same statistics the Customer sees in the Cabinet all year) and, where needed, a new Price Sheet. The review also takes account of the state of the IT-services market and the economy. Any change to a unit rate over a year does not exceed ±15% (a predictability corridor) and may move in either direction: fewer problems — grounds to pay less. No rate review takes place without a Report.

5.4. Accepting the review. A new Price Sheet takes effect only after active acceptance — by an Authorized Person's click in the Cabinet (until the Cabinet launches, by written confirmation by e-mail). The Customer's silence is not treated as consent. If the Customer does not agree to the new rates, it may terminate without penalty before their effective date; the previous Price Sheet applies until the end of the notice period. If, by the date stated in the notice, the Customer neither actively accepts nor terminates, the previous Price Sheet remains in force until active acceptance is given.

5.5. Extraordinary review is possible only within a closed list of triggers: a sustained at-least-doubling of the baseline request volume over three consecutive months; a change of more than 30% in the fleet; a change in the agreed scope. The procedure is the same (45-day notice, right to exit without penalty). Outside this list, rates are not changed during the year.

5.6. Equipment-condition criteria. A verdict that a Unit is worn out relies on objective criteria (age, manufacturer end-of-life (EOL), failure log) shown to the Customer.

6. Honest limits of the guarantees — accepted risks

6.1. Recommendation. On identifying a risk, the Provider gives the Customer a written Recommendation describing: the nature of the risk, the systems affected (the Area), the consequences of inaction for service levels, an indicative cost and a deadline to decide, and, where they exist, alternatives. A Recommendation is not a requirement to buy hardware or services from the Provider.

6.2. Accepted Risk. If the Customer, having received a Recommendation, actively refuses to implement it (in the Cabinet — by the Authorized Person's confirmation; until the Cabinet launches, by e-mail), the risk is deemed Accepted. The Customer's silence or inaction does not constitute an Accepted Risk: until an active refusal is given, the Recommendation is treated as pending a decision and the consequences in clause 6.3 do not apply. The Provider re-sends a reminder of a pending Recommendation at least every 30 days until an active response is given; sustained failure by the Customer to decide, or to provide the access or cooperation needed to remedy the risk, suspends the target-time clock under clause 3.5 (creditor's default). The fact of Acceptance is recorded in the Cabinet (until launch, by e-mail to the Authorized Person) with the date, the text of the Recommendation and the Authorized Person's confirmation.

6.3. Consequences of an Accepted Risk: (a) for that Area the target service metrics become informational (measured, not guaranteed); (b) the Provider is not liable for loss to the extent that it is caused or materially increased by the failure to implement the rejected Recommendation, regardless of the legal basis of the claim (in contract or in tort); (c) the Provider continues monitoring and incident response for the Area so far as technically possible; (d) the SLA compensation (Section 8) is not accrued for incidents whose root cause is the Accepted Risk, as confirmed by an incident report; the Customer may dispute the finding within 14 days. The burden of proving that the loss was caused by the Accepted Risk lies with the Provider.

6.4. What is never limited (clause 7.2): the Provider's wilful misconduct and gross negligence, liability that cannot be excluded by law, and the Provider's obligations as a processor of personal data under Art. 32 GDPR for the processing it carries out.

6.5. Re-notification and cancellation. The Provider re-notifies the Customer of an Accepted Risk on a material change of circumstances and at least once a year. The Customer may cancel an Accepted Risk at any time by agreeing to implement the Recommendation — after implementation the marker is removed.

6.6. GDPR safeguard. If an Accepted Risk makes it impossible for the Provider to comply with Art. 32 GDPR for processing it carries out, the Provider may suspend that processing or service, having warned the Customer.

7. Liability

7.1. Limitation of liability. To the extent permitted by law, the Provider's aggregate liability under the contract is limited to the amount agreed by the Parties in the individual Price Sheet (Section 5). The Provider is not liable for indirect loss, lost profit, or loss of data that could not have been prevented with the available backups.

7.1a. Fallback cap. If the Price Sheet in force at the relevant time does not state an amount for the purposes of clause 7.1, the limitation applies in the amount of the greater of: the fees payable to the Provider for the Services supplied to that Customer in the three months preceding the event giving rise to the loss, or EUR 1,500. This clause does not alter or replace an amount agreed in the Price Sheet; it applies only in its absence.

7.2. Absolute limits. Clause 7.1 and any other limitation in this contract do not apply to loss caused wilfully (art. 473 §2 Polish Civil Code renders an exclusion of liability for wilful harm void); to the Provider's gross negligence; to liability that cannot be excluded or limited by law; or to the Provider's obligations as a processor of personal data (Art. 32 GDPR).

7.3. Circumstances beyond control. The Provider is not liable for non-performance caused by force majeure, failure or acts of third parties or providers, or acts or omissions of the Customer (failure to provide access, information, consent or payment).

7.4. Customer cooperation. The Customer ensures timely access, information and consents needed to provide the Services.

8. Compensation for missed target response times

8.1. Time Credit. If the Customer's individual contract (in particular under the "All-Inclusive" package) does not provide separate, written service-level remedies, and the Provider, through its own fault, exceeds the agreed target first-response time for a critical incident, the Customer receives a Time Credit — one hour of engineering work over and above the subscription scope per event (two hours where the delay is ≥2× or repeated on the same incident), applied to a task of the Customer's choice.

8.2. Cap — 2 hours per Customer per month; one credit per incident; unused balance expires after 90 days. The credit is not paid in cash and is not a discount.

8.3. The credit does not apply in cases of force majeure, third-party/provider failure, delay in access or consent by the Customer, an Accepted Risk, announced maintenance windows, or for non-critical and out-of-scope requests.

8.4. Within the scope of clauses 8.1–8.3 the Time Credit is the sole and exclusive remedy for a missed first-response time; this does not limit the absolute limits in clause 7.2 or any liability that cannot be excluded by law, and it limits remedies only — it does not affect either party's right to terminate under Section 13.

9. The Cabinet and the form of records

9.1. Agreed electronic form. The parties agree that actions taken under named accounts in the Cabinet (clicks, confirmation by an e-mail code) constitute a simple electronic signature (SES within the meaning of eIDAS Art. 3(10)) and bind the Customer; such actions and the related correspondence are the documentary form of a declaration of will agreed by the parties. A named account is created through double opt-in e-mail verification at registration and requires password-authenticated login (or equivalent multi-factor authentication); the one-time e-mail code confirming a specific act is an additional, independent factor required at the moment of that act.

9.2. Logs as evidence. The Cabinet logs (records with date, text, identification of the person, confirmation code) are evidence agreed between the parties. Each Cabinet record under this Section is accompanied by an evidence pack in the form described in clause 14.2 (not only the framework-acceptance act described in Section 14).

9.3. No "same-form-as-conclusion" reservation. For the Cabinet's operational records (accepting Recommendations, accepting Price Sheets, agreeing quotes, confirming work, consents) the parties expressly waive any requirement that changes, amendments, or ancillary declarations under this contract be made in the same form as its conclusion — whether written form (forma pisemna), electronic form via a qualified electronic signature (forma elektroniczna / QES), or otherwise — regardless of the form in which the framework contract itself was concluded. No such requirement applies to operational records; the agreed electronic form of clause 9.1 suffices.

9.4. Two confirmation tiers. Ordinary records are confirmed by a logged-in Authorized Person's click with a copy to their e-mail. Heavy risks (no backups, admin rights for everyone, an exposed perimeter — listed in an annex) are confirmed by a step-up: typing "I ACCEPT THE RISK" or a code from the e-mail.

9.5. Authorized Persons. The list of the Customer's Authorized Persons and their powers is set out in the "Authorized Persons" annex; the Customer keeps it up to date.

9.6. Until the Cabinet launches, operational records are kept by e-mail to the Authorized Person — the same agreed documentary form, effective today.

9.7. Cabinet regulations. Use of the Cabinet is additionally governed by separate electronic-service regulations, made available before use begins. Cabinet logs are maintained on an append-only, tamper-evident basis (e.g. a hash chain linking successive records); implementation details are set out in those regulations.

9.8. Information duties. Before a contract is concluded by electronic means, the Provider informs the Customer of the technical steps of the conclusion procedure, the legal effect of confirmation, the way the contract text is recorded and made accessible for retrieval and reproduction, and the languages in which the contract may be concluded (Art. 66¹ §2 of the Polish Civil Code). The contract may be concluded in English or Polish; the authentic language of these Terms is determined by clause 17.2.

9.9. Retention. Cabinet logs and evidence packs are retained for at least six years from the date of the relevant record, covering applicable limitation periods (including wartime suspension of limitation periods in Ukraine) and statutory tax-record retention. This is a separate period, not the 30-day working-copy deletion under clause 13.3.

10. Confidentiality

10.1. The parties keep confidential the confidential information obtained during the cooperation and use it only to perform the contract. On the Customer's request, at no extra charge, the Provider concludes a separate non-disclosure agreement (NDA); by default the NDA forms part of the start package signed under Section 14.

10.2. The Provider works on a least-privilege basis; every action is logged; passwords are kept in an encrypted vault.

11. Personal data (GDPR)

11.1. Controller. The controller of personal data processed on the site and in connection with the Services is the Provider (clause 1.1). The lead supervisory authority is the President of the Personal Data Protection Office (Prezes UODO, ul. Stawki 2, 00-193 Warsaw, Poland).

11.2. Processing on behalf (DPA). Where the Provider processes personal data on the Customer's behalf (as a processor) to provide the Services, the parties conclude a separate data processing agreement (DPA) under Art. 28 GDPR — a separate annex provided at contracting.

11.3. The full description of site processing is in the Privacy Policy (/en/privacy.html).

12. Intellectual property

12.1. To work results created for the Customer, the Provider grants the Customer a non-exclusive licence to use them to the extent needed for the Customer's business, from the date of full payment for the relevant work.

12.2. Transfer of exclusive economic intellectual-property rights, if needed, is made by a separate document in written form (or a qualified electronic signature).

12.3. The full intellectual-property terms (definitions of Work Results, the Provider's pre-existing IP, third-party and open-source components, the author's moral rights, and a QES-vs-SES matrix — what survives a Cabinet click and what is void without written/qualified form) are set out in the separate Intellectual Property Annex, which expands this Section and is provided at contracting.

13. Term, termination and offboarding

13.1. The contract runs for an indefinite term with monthly billing, unless the Price Sheet provides otherwise. The Customer is not bound by long-term commitments.

13.2. Either party may terminate on 30 days' written notice.

13.3. Offboarding. On termination, the Provider hands over to the Customer full access to its systems, documentation, passwords, keys and configurations — promptly, and no later than 14 days after termination. The handover does not depend on the state of mutual accounts: an outstanding balance is not a ground to delay it, and is pursued by ordinary debt-recovery means. The Provider's own working copies of the Customer's data and configurations (configuration copies, archival backups, service notes) are retained for 30 days from the later of termination or handover, and then permanently deleted; the Provider confirms deletion to the Customer in writing.

13.4. On disagreement with revised rates, the right to exit without penalty under clause 5.4 applies.

14. Acceptance and order of precedence

14.1. Acceptance of these Terms. The Customer accepts these Terms, together with the NDA, the DPA, and the first Price Sheet, as part of the start package under clause 14.3, signed with a qualified electronic signature (QES) once per Customer relationship. Simple electronic signature in the Cabinet under Section 9 governs only the Customer's subsequent operational records (accepting Recommendations, Price Sheet reviews, quotes, work confirmations, consents) under the already-accepted framework — it does not itself constitute acceptance of these Terms. Before signing, the full text of the Terms is available to view, save and print.

14.2. The evidence pack for a simple electronic signature includes: identification of the person (name, position, e-mail, Authorized-Person status), the document number/name and version, a hash, the time (UTC and local), the method (checkbox + code), IP and user agent, and a qualified timestamp on the pack. A copy of the signed document is sent to the Customer. The evidence pack is prepared as a human-readable document, not a raw machine-generated log or undocumented data dump, so it can be reviewed by a court, regulator, or auditor without technical assistance.

14.3. The start package (framework contract + NDA + DPA + first Price Sheet) is signed on paper: the Provider sends two signed counterparts by post or courier, and the Customer returns one signed counterpart. By mutual agreement the package may instead be signed electronically with qualified electronic signatures (QES) of both parties.

14.4. Order of precedence: in case of conflict, documents prevail in the order: (1) the current Price Sheet and individual annexes → (2) these Terms → (3) information on the site.

15. Business customers on consumer terms

15.1. These Terms are addressed to businesses. A Polish sole trader (JDG) whose contract has no professional character for them enjoys, under Polish law, unfair-terms control and a 14-day right of withdrawal from a distance contract; those protections and the related onboarding steps are set out in the Polish regulamin and apply to such customers regardless of the site language.

16. Changes to the Terms

16.1. The Provider may amend these Terms for valid reasons (a change in law, a change in the scope or technical conditions of the Services, a change in the Provider's registration data), notifying the Customer via the Cabinet or by e-mail no later than 30 days before the changes take effect, stating the content and the reason for the change. A Customer who disagrees may terminate without penalty before that date. A change that worsens the Customer's position and concerns essential terms (the liability cap, governing law, jurisdiction, the IP regime) takes effect only on the Customer's active acceptance under clause 5.4, not by silence. Price Sheet changes are governed by Section 5 (not by this clause).

16.2. The current version of the Terms is always available on the site; the version date is shown at the top.

17. Governing law, language and disputes

17.1. Governing law. These Terms are governed by Polish law (choice of law — Art. 3 Rome I; absent a choice, services default to the law of the provider — Art. 4(1)(b) Rome I). Ukrainian customers do not contract under these Terms: they contract with the Ukrainian sole trader under the Ukrainian-language offer, governed by Ukrainian law (see that offer, clause 15.1).

17.2. Authentic language. The authentic version of these Terms is the English version for international customers; for customers served under the Polish regulamin, the Polish version is authentic. Other language versions are informational translations and do not prevail in case of discrepancy.

17.3. Disputes. Disputes are resolved by negotiation; failing that, they are submitted to the courts having jurisdiction under the general rules, with the parties additionally agreeing the courts of the Provider's seat (Poland) for Customers other than those referred to in the Polish regulamin §15; for a §15 quasi-consumer, general jurisdiction rules apply. A click-wrap jurisdiction clause is valid in B2B (CJEU C-322/14) where the text can be printed.

18. Registration data and contact

Provider (data controller, Poland, EU): Oleksandra Rovnianska (sole trader) · NIP 6793311501 · REGON 529865182 · ul. Cumowników 75, 80-299 Gdańsk, Poland · bank PKO Bank Polski (BIC BPKOPLPW) · active VAT / VAT-UE payer.

Payment details (IBAN) — on request. Tax identification numbers of individuals are provided directly to the counterparty and are not published.

Contact for all matters: service@sysadmin.express