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.