Contabo's 'managed' service required me to fix everything

I have been a Contabo customer for fourteen months under their "Managed Business" tier. The following events occurred during a routine migration:

• Contabo initiated an OS upgrade without notice
• The upgrade broke custom kernel modules I require
• Support declined to troubleshoot, citing "custom configurations fall outside managed scope"
• I spent six hours rebuilding the environment myself
• Contabo then billed a €150 "incident response" fee

From what I recall of the Contabo TOS, managed services are described as proactive administration of the operating environment. I think there's also something about customer-installed software being excluded, though I don't remember kernel modules being mentioned specifically.

I am seeking clarification on where the boundary lies. My understanding of "managed" was that the provider handles infrastructure-level issues. Contabo's position appears to be that "managed" means "we will watch it break and charge you."

Has the industry definition shifted, or is this provider-specific? I have reviewed the SLA and find no explicit kernel module exclusion.

RR

You never said specs

My home lab has 256GB DDR4 and I wouldnt let ANY provider touch the kernel modules I compiled. Managed is for people who cant afford proper hardware imo

If youre paying managed prices just run it on a box at home and hire a part time tech. My last colo bill was more than most peoples mortgages but zero downtime in 3 years

Whats the CPU on this "managed" thing anyway

Oh here we go (the classic HeadRich maneuver) (bringing his (frankly embarrassing) home lab into every thread) (as if electricity costs dont exist) (they do (I checked last month (nearly fainted)))

To rusty: the boundary dispute is (and this is the part everyone misses) not about the TOS at all but about what you (reasonably (perhaps too reasonably)) assumed "managed" meant versus what Contabo (cynically (but legally (probably))) defined it as in practice

I once had a "managed" host (won't name them (okay it was OVHcloud (no it wasn't (yes it was)))) where "managed" meant "we reboot if you ask nicely" and nothing else

(industry standard is (roughly): updates yes, custom modules (maybe (read the fine print (always (always always))))

(never complete thoughts (sorry (not sorry)))

Wat cpu they give you man I not see specs in post

What kernel version broke

Six hours? My rebuild takes 45 min