This is a translation. In case of differences, the Dutch text prevails. Lees de Nederlandse tekst
Service Level Agreement
Last updated: 28 September 2026
1. Availability
We aim for an availability of 99.5% per month, measured outside planned maintenance. That is a target: no guaranteed percentage applies and there are no service credits. The current status is on status.noveu.eu.
2. Planned maintenance
Planned maintenance takes place outside working hours (working days, 09:00 to 17:00 CET) and lasts at most 4 hours per month. Maintenance with a noticeable interruption is announced on status.noveu.eu, at least 48 hours in advance. We carry out updates without a noticeable interruption continuously.
3. Support ladder
| Plan | AI chat support | Email support | Target first response |
|---|---|---|---|
| Werkplek Basis and Noveu Mail | 24/7, fair use 500 actions per organisation per month | working days, 09:00 to 17:00 | 2 working days |
| Werkplek Pro | 24/7, fair use 500 actions per organisation per month | working days, 09:00 to 17:00 | 1 working day |
| Custom (on quotation) | 24/7, fair use 500 actions per organisation per month | according to the quotation | according to the quotation |
The response times are targets and not a guarantee. We do not offer guaranteed resolution times.
4. Incident classes
- Critical: complete outage of production services.
- High: serious functional limitation.
- Normal: functional problem with a workaround.
- Low: questions, suggestions and cosmetic points.
The response per class follows the support ladder.
5. Escalation
Level 1: support@noveu.eu. Level 2: management, via martijn@noveu.eu.
6. Exclusions
This SLA does not apply to:
- outages caused by the customer or by systems managed by the customer;
- force majeure, including DDoS attacks and power failures at third parties;
- planned maintenance in accordance with article 2;
- periods in which an invoice is more than 30 days overdue.
7. Reporting
On request we send an overview of incidents and response times.
8. Stronger arrangements
Guaranteed availability, service credits, telephone support or a response within 1 hour to critical outages are only agreed in a written Enterprise agreement.
Changes
- 28 September 2026: An SLA for Noveu Werkplek and Noveu Mail. Availability of 99.5% per month as a target, without a guarantee and without service credits. Planned maintenance with a noticeable interruption is announced at least 48 hours in advance on status.noveu.eu. Support ladder per plan: Werkplek Basis and Noveu Mail, Werkplek Pro and custom on quotation, with email support on working days. The general terms and conditions (art. 6.2), the support page and the pricing page now refer to this SLA.
- 29 August 2026: Reduced to the support ladder that was delivered at the time, without a guaranteed uptime percentage and without service credits.