Frequently asked questions

We do not allow anything related to:

• Child sexual abuse material
• Malware, botnets and command-and-control infrastructure
• DDoS attacks, and the booters and stressers used to run them
• Spam and unsolicited bulk mail in any form
• Phishing, fraud and carding
• Terrorism and violent extremism
• Brute force attacks, in any form
• IP spoofing and IP header modification
• Using our servers as a proxy between a content server in another network and Cloudflare

And anything else that is not allowed under Dutch law. Content on your server that does not comply with Dutch law is a violation of our Acceptable Use Policy and leads to suspension of service — in clear cases without further notice.

The full policy, including how we handle reports, is on our acceptable use page.

No. Novogara is an internet access service provider. We are not a hosting provider and we do not offer any form of hosting, so we are not a bulletproof one either.

Our customers rent unmanaged dedicated servers in order to have access to the internet. We have no access to the data on those servers — and we do not allow our customers to provide bulletproof hosting on them.

No. We do not offer anonymous services. Novogara is based in the Netherlands; we respect our customers' privacy, and we respect the law that applies here.

We will not hand your details to third parties. When law enforcement requires them, we comply and assist their investigation where required.

Send reports to abuse@novogara.com. We act on valid reports quickly.

Because our servers are unmanaged we have no access to the data on them, so a report goes to the customer responsible and is escalated to suspension where the situation calls for it.

We manage the network connection and the equipment. The operating system and everything on top of it is yours. We are a dedicated server provider and an ISP: we deliver the machine and the network under it, not the software on top.

That said — if you have a software question and we have the knowledge to help, we will. Our engineers know Linux and BSD well, and the Juniper, Arista and Cisco equipment the network runs on.

Most of the time you have your server within 60 minutes of ordering. Delivery takes at most 48 hours; if it runs longer than usual our provisioning team mails you as soon as the machine is ready.

Yes, and you do not need us for it. Remote KVM is included with every server — not lent out when one happens to be free, and not a paid extra. Console access including the BIOS, whenever you want it.

Power control and autopilot reinstallation sit next to it in the customer portal, so a broken boot or a clean redeploy is something you handle yourself, at any hour.

Yes. BYOIP is possible for both IPv4 and IPv6: your own prefixes get announced from our network, on our servers or on hardware you colocate with us.

We will need a Letter of Authorisation and the matching RIPE objects in order, so the announcement validates properly. If you want to run the BGP session yourself under your own AS number, talk to us — that is a conversation rather than a form.

Yes. Colocation is available from a single machine upward: your hardware goes into our racks, on our network and our uplinks, with our engineers on site. Tell us what you want to place and how much power and bandwidth it needs, and we will price it.

You can. CPU, memory, storage and uplink are all configurable, and custom builds are normal work for us rather than an exception. Unusual requirements and changes at short notice are welcome — send us the workload and we will propose a configuration.

In Amsterdam, the Netherlands, in our own racks inside carrier-grade datacenters, on our own network. We are a dedicated server provider and not a datacenter operator: the building is run by others, everything from the rack upward is ours. See Infrastructure.

Not unannounced. Arrange it in a ticket first. Support confirms what is coming, agrees when it should arrive and gives you a reference number that has to be on the shipping label and on the box itself.

Packages that turn up without one are refused at the door. That is not us being difficult: a datacenter receives freight for a lot of parties, and a box with only a company name on it has no owner, no ticket and nowhere to go. With a reference it is at your rack the same day.

Everything is paid in advance, in euros, excluding VAT. We send the invoice 14 days before the new period starts, and it has to be paid on or before the due date on it. You can pay by bank transfer or credit card.

If it is not paid on the due date the server is suspended until it is. We do send a reminder, but suspension does not wait for it. An invoice still unpaid 30 days after the due date ends the agreement, and the data on the server is deleted — so retrieve what you need before that.

You can also deposit credit into your account. Any balance is applied automatically when the next invoice is generated, which saves you arranging a transfer every month and lets you pay several periods ahead in one go. Credit does not expire and is not paid out — it is an advance payment for our services, so a remaining balance simply waits on your account for your next order.

Refunds apply to what we have not delivered yet. Once a server is handed over it is not refunded, unless we did not deliver what you ordered. The full rules are in our terms and conditions.

Tell us. We run our own routing and buy from several carriers, so when a path is slow, lossy or takes an odd detour we can look at it with you and move your traffic onto a different one. Send a traceroute from both directions if you have them, with times and the destination, and we will take it from there.

Dedicated servers are monthly by default, paid in advance, and cancellable with effect from the end of the running month. A longer term can be agreed and usually comes with a better price.

Colocation runs for a year at a time. Rackspace, power and cross-connects are capacity we commit on your behalf, so we do not sell them by the month.

On services we have not delivered, yes — as long as the server has not been delivered you always have the right to a refund. Once a server is delivered we do not refund it, unless we did not deliver what you ordered.

Fast, and at any hour. Tickets are handled 24/7, including weekends and holidays — open one from the portal or email support@novogara.com. We work by email rather than by phone, which gets your question to the right engineer sooner.

You reach the engineers who actually run the network rather than a first line working from a script, so the first answer you get is usually the right one.

You can, but there is no packaged programme with tiers and a rulebook. You apply, we talk, and we agree pricing and terms that fit what you sell. No minimum volume, white label where you want it, and we think along as you grow.

Resellers also get API access to manage their servers, so you can drive them from your own panel or automation rather than by hand. See resellers.