Service Level Agreement (SLA)

Version 1.1 — April 5, 2026

This SLA applies to customers with a paid VoxCloud subscription (Support or Enterprise). The SLA supplements the General Terms and Conditions.

1. Support

1.1 Channels

Support is available via:

Email: support@voxcloud.nl
Ticket system in the customer portal

Support is available on business days (Monday through Friday, excluding Dutch public holidays).

1.2 Response times

Priority	Support	Enterprise
Urgent — Software unusable, no workaround	Best effort	1 business day
High — Important functionality impaired	Best effort	2 business days
Normal — Question or non-urgent issue	3 business days (target)	2 business days
Low — Request or suggestion	5 business days (target)	3 business days

Response times for Support and Enterprise are guaranteed on business days. Resolution times depend on complexity and are not guaranteed.

1.3 Scope

Support includes:

Bug fixes in the Software
Compatibility issues with supported Nextcloud versions
Technical diagnosis of issues with the Software
Help with subscription activation and instance migration

Support does not include:

User training or configuration questions
Custom solutions or feature requests
Integrations with third-party software
Problems caused by the customer's Nextcloud environment
Unsupported versions of Nextcloud or PHP

2. License server availability

Target: 99% uptime per month (measured per calendar month)
Support: best effort, no guaranteed uptime
Enterprise: 99% uptime as target

VoxCloud Nextcloud apps function independently of the license server. When the license server is unreachable, the Software remains fully functional based on cached validation results. License server downtime does not affect app functionality.

3. Maintenance

Planned maintenance: announced at least 48 hours in advance via email to Enterprise customers. Planned maintenance preferably takes place outside business hours (evenings/weekends).
Emergency maintenance: may occur without prior notice in case of urgent security issues or service disruptions.

4. Escalation

Level	Contact	When
1. Support	support@voxcloud.nl	First point of contact for all inquiries
2. Management	info@voxcloud.nl	If support does not respond within the agreed timeframe

5. Exclusions

This SLA does not apply in case of:

Force majeure (see General Terms and Conditions, article 9)
Problems caused by the customer's Nextcloud environment or infrastructure
Use of unsupported versions of Nextcloud, PHP, or the operating system
Modifications to the source code by the customer
Planned maintenance that was announced in advance

6. Changes

VoxCloud may update this SLA. Changes will be announced at least 30 days in advance to customers with an active license. The most recent version is always available on this page.