Service levels

Draft. Draft. Final service levels will be published before online subscriptions open.

Service levels follow the same principle as our terms: provider service levels pass through, and we add our own commitments for our own work.

1. Provider services

Availability of servers, network and AI models follows the published service levels of the provider concerned.

2. Monitoring

We monitor the services we manage around the clock and act on alerts.

3. Support

Support by email on Dutch business days, 09:00 to 17:00 CET. We respond within one business day.

4. Maintenance

Planned maintenance is announced at least three business days in advance, except for urgent security updates.