# Service Desk: how support works at Noveu

## First this

There is one SLA and it is at [noveu.eu/legal/sla](https://noveu.eu/en/legal/sla). There you read what we promise about availability, maintenance and response times. This document explains how you reach us and what happens to your question. If something here differs from the SLA, the SLA applies.

## The support ladder

| Plan | Target first response |
|------|-----------------------|
| Werkplek Basis and Noveu Mail | Target first response: 2 working days |
| Werkplek Pro | Target first response: 1 working day |
| Custom work | By quote |

We aim for an availability of 99.5% per month, measured outside maintenance announced in advance.

We record custom agreements about support in a written agreement.

## How you reach us

- **AI chat support 24/7**: available day and night, with a fair-use limit per organisation. Good for quick questions and for finding a solution yourself.
- **Email**: [support@noveu.eu](mailto:support@noveu.eu). An employee reads along on working days, from 09:00 to 17:00.
- **Tickets**: you follow the status of your questions in the customer portal.
- **Guides**: at [noveu.eu/help](https://noveu.eu/en/help) you find the answers to the most frequently asked questions.

## How we classify your question

We classify each report by how large the impact is. That determines the order in which we work, not a separate clock per class: the response follows the support ladder above.

| Class | When |
|--------|---------|
| Critical | Complete outage of production services |
| High | Serious functional limitation |
| Normal | Functional problem for which a workaround exists |
| Low | Questions, suggestions and cosmetic points |

## Escalation

If a report does not go as you expect, you can escalate. Level 1 runs via support@noveu.eu. Level 2 is management; the address for that is in the SLA.

## What we ask of each other

We monitor the platform, report outages and maintenance announced in advance on status.noveu.eu and keep the guides up to date. You help us by making a report as concrete as possible: what you did, what you saw and since when. That way we can help faster.

## Exclusions

Which situations fall outside the SLA, such as force majeure or outages in systems you manage yourself, is in the SLA itself.