Introduction
This article summarizes our Service Level Agreement (SLA). One SLA applies to all customers, whether they buy through a partner or directly from Workspace 365. The full SLA (version September 2026) is available in our Trust Center: Service Level Agreement (SLA). If this article and the SLA differ, the SLA prevails.
Who does what
| Customer via a partner | Customer buying directly |
First-line support to end users | Partner | Workspace 365 |
Second- and third-line support | Workspace 365, on request of the partner | Workspace 365 |
Knowledge base and support portal | Partner and customer administrators | Customer administrators |
Communication about incidents and maintenance | Workspace 365 informs the partner; customer administrators receive product notifications | Workspace 365 informs customer administrators |
Support hours and channels
Support is available Monday to Friday, 08:00 to 18:00 CET, excluding Dutch public holidays:
Phone: +31 30 711 6725
Email: support@workspace365.net
Support portal: support.workspace365.net (available 24/7)
Requests submitted outside support hours are picked up on the next working day. With Extended Support, P1 incidents can also be reported by phone outside support hours on +31 30 200 6165.
When contacting support, please include:
company name
environment name (URL)
affected username(s)
date and time of the issue
a clear description, with screenshots or error messages where available
Incomplete requests may delay our response.
Reporting a security issue
Report a security weakness or event via the support portal or by email to support@workspace365.net. Our Security Officer is informed by the support department. For reporting vulnerabilities, see our Responsible Disclosure Policy.
Support levels
| Basic Support | Extended Support |
Support during support hours | Included | Included |
24/7 access to the support portal and knowledge base | Included | Included |
Priority 1 support outside support hours | Not included | Included |
Fee | Included in the licence price | As published on the Price List |
Priorities
Workspace 365 assigns a priority to each incident based on urgency and impact. You may propose a priority; we confirm it.
Urgency | Description |
High | Severe disruption: the services are largely not operational, or a critical business function is unavailable, with no workaround |
Normal | Non-critical disruption: the services are partially available or a workaround exists |
Low | Minimal impact on daily use; questions and change requests |
Impact | Organization | Department | Multiple users | Individual user |
Urgency High | P1 | P1 | P2 | P3 |
Urgency Normal | P2 | P2 | P3 | P3 |
Urgency Low | P3 | P3 | P4 | P4 |
Response and resolution targets
Priority | Response target | Resolution target | Measured over |
P1 | 15 minutes | 4 hours | Support hours, or 24/7 with Extended Support |
P2 | 1 hour | 8 hours | Support hours |
P3 | 1 working day | 3 working days | Support hours |
P4 | 2 working days | 5 working days | Support hours |
Response means a substantive reaction by a support engineer, not an automated confirmation. Resolution means the services are operational again or a workaround is in place; a permanent fix may follow in a later release. Targets apply to at least 90% of incidents per calendar quarter (99% for P1).
Availability
We aim for an availability of 99.5% for the Workspace 365 platform, measured per calendar year, excluding scheduled maintenance and the exclusions below. This target is a commitment to reasonable commercial efforts. It does not create a guarantee, service credits or a right to compensation. If we miss the target in a calendar year, we explain the causes and the measures taken on request.
Component | Operated by | Target |
Workspace 365 platform | Workspace 365 | 99.5% |
Microsoft Azure (hosting) | Microsoft | 99.9% (Microsoft SLA) |
Cloudflare (network and security) | Cloudflare | 99.9% (Cloudflare SLA) |
Azure OpenAI and other AI services | Microsoft and the providers listed in the DPA | Provider SLA |
AI functionality depends on the AI services of our sub-processors. Their availability is not part of our target.
Maintenance and updates
Scheduled maintenance is announced at least one week in advance through the support portal and the partner portal, and usually takes place on Thursdays between 22:00 and 00:00 CET. Emergency maintenance to resolve security issues or major incidents may be performed without advance notice; we inform partners and customer administrators as soon as reasonably possible. Updates are released regularly, and release notes are published in the knowledge base.
Backups
Backups are retained for a maximum of 35 days, after which they are permanently deleted, in line with our Data Processing Agreement (DPA).
Exclusions
Response, resolution and availability targets do not apply to incidents caused by:
third-party software or services used with Workspace 365, including Microsoft 365, identity providers and connected data sources;
configuration, customization or use other than in accordance with our documentation;
your network, devices or internet connection;
actions or omissions of the partner, the customer or end users, including not providing the information we need;
force majeure, including outages of our hosting or network providers beyond our reasonable control;
the content, accuracy or completeness of AI-generated output. AI functionality is assistive; output quality is not a service level.
Escalation
Level | Role | For | Phone | |
1 | Support Department | Support enquiries; all requests | +31 30 711 6725 | |
2 | Support Manager | A P1 or P2 incident exceeds its resolution target, or the assigned priority is disputed | +31 88 606 7986 | |
3 | Sales Manager | Partner and sales enquiries; structural or relationship issues | +31 88 606 7987 | |
4 | CEO | Executive escalation, unresolved after level 3 | +31 88 606 7985 |
Partners handle first-line escalation with their customers. Customers buying directly start at level 1.