This Service and Support Level Agreement ("SLA") describes Klubs.be's commitments regarding the availability of its services and support for its platform. This document is intended to clarify the expected service and support levels for all users of Klubs.be and support.klubs.be.
1. Service Availability
Klubs.be is committed to providing highly available and reliable service. We commit to the following target for service availability:
- Target availability: 99.5% uptime per calendar month.
This availability calculation excludes scheduled maintenance windows, which will be communicated to users in advance, and events beyond our reasonable control (force majeure).
2. Service Levels & Qualifying Conditions.
Support requests are categorized into different service levels based on their impact and urgency. This categorization determines the priority and associated response and resolution times.
All support requests must be submitted via email to support@klubs.be to be formally recorded and processed according to these service levels.
2.1. Critical
- Qualifying Conditions:
- The Klubs.be platform (or a core, essential function) is completely inaccessible or non-functional for a significant number of users.
- Serious data loss or corruption occurs, or is imminent.
- Major security vulnerability affecting user data or system integrity.
- Support Type: Urgent, immediate attention required. Workaround or solution has highest priority.
2.2. High
- Qualifying Conditions:
- A key function of the Klubs.be platform is unusable or severely degraded, affecting a large number of users, but the platform remains generally accessible.
- Recurring errors or performance issues that significantly impede the user experience or core functionality.
- Data integrity issues that affect a subset of users but do not result in complete data loss.
- Support Type: Priority Attention. Efforts focused on restoring functionality or mitigating impact.
2.3. Medium
- Qualifying Conditions:
- Non-critical functions do not work as expected, causing inconvenience but not preventing core use of the platform.
- Minor bugs or inconsistencies in the user interface.
- Requests for clarification on existing positions that are not critical to immediate operations.
- Support Type: Standard Attention. Planned for resolution in routine development cycles.
2.4. Low
- Qualifying Conditions:
- General questions about platform use or features.
- Suggestions for new features or improvements.
- Minor cosmetic problems that do not affect functionality.
- Requests for information readily available in documentation.
- Support Type: General Question. Will be addressed as resources allow, possibly leading to future improvements.
3. Response and Resolution Times.
The following times are target times for initial response and resolution, applicable during standard business hours (Monday to Friday, 9:00 - 17:00 CET), excluding holidays. Times are measured from the time the support email is received.
| Service Level | Response Time (Target) | Resolution Time (Target) |
| Critical | Within 1 hour | Within 4 hours |
| High | Within 4 hours | Within 1 business day |
| Medium | Within 1 business day | Within 3 working days |
| Low | Within 2 working days | Depending on available resources |
Note on Resolution Time: "Resolution Time" refers to the time until a solution or workaround is provided, or a clear plan of action for a resolution is communicated. Full resolution may take longer for complex problems, but regular updates will be provided.
4. Support Channel
All support interactions and requests should be initiated and managed through the dedicated support email address:
- Email: support@klubs.be
Please include a clear subject line and a detailed description of your problem, including screenshots or steps to reproduce it if applicable, to help us categorize and handle your request efficiently.
To expedite support, please clearly indicate the club (and sub-club if applicable) involved, the specific module or component (e.g. member, membership, activity, communications) and any relevant URLs.
5. Exclusions
This SLA does not cover:
- Problems resulting from user-side misconfiguration, third-party software or network problems beyond the control of Klubs.be.
- Requests for custom development or features that are not currently part of the Klubs.be platform.
- Abuse of the support system.
6. Review and Amendments
This SLA will be reviewed periodically and may be modified as necessary by Klubs.be. Any significant changes will be communicated to users in advance.to users in advance.