Support SLA & Response Times
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Our service targets, priority definitions and what you can expect.
Hours of Service
First Line Support | Monday to Friday (excluding public holidays) |
Hours | 08:00 — 18:00 |
Response Time Targets
We plan our resources to consistently achieve the following targets:
Metric | Target | Detail |
|---|---|---|
Ticket assignment | 80% within 4 working hours | From registration to a qualified consultant beginning work on your issue |
First Line resolution | 80% within 2 working days | From assignment to resolution for standard support issues |
Second Line resolution | 80% within 10 working days | From assignment to resolution for complex or development-related issues |
Current performance (2025): We successfully resolved 70% of all tickets within 6 working days.
Important: We cannot guarantee fixed resolution times for any specific support issue. Resolution time depends on the nature and complexity of each case. The targets above reflect our planning and resource allocation.
Priority Handling
Customer issues are handled on a first come, first served basis. However, the following time-critical issues will be prioritised for immediate action wherever possible:
Priority Issue | Why It's Critical |
|---|---|
System down or system access issues | Business cannot operate |
Customer order creation or confirmation | Revenue impact |
Webshop access and payment gateways | Customer-facing revenue impact (exception: portal access) |
Shipping and packing documents (outgoing) | Delivery commitments |
End of month closing | Statutory reporting deadlines (VAT, etc.) |
Point of Sale terminals | Direct retail revenue impact |
This priority principle applies equally to all customers regardless of company size.
Limitations on Access-Related Issues
In cases where we do not have direct access to your:
- DNS
- Local area network (LAN)
- Client settings
- Peripheral hardware
Our ability to support some connection and access issues is limited. We will do our best to help diagnose the problem and guide you, but resolution may require action from your internal IT team or other providers.
For how to register and escalate tickets, see → [5.0 How to Get Support]
For details on support costs, see → [5.2 Support Pricing & Billing]