Service Levels & Support
Last updated: 24 July 2026
This page explains how Avomu (KvK 76757579) supports its cloud products (software you use over the internet, also called SaaS) and what you can expect from us. Please read it together with our Terms of Service. Unless a signed agreement says otherwise, the times and goals below are our aims and targets, not guarantees.
How to get help
The best way to reach us is by email:
- General help: [email protected]
- Billing and account questions: [email protected]
To help us fix things faster, please tell us:
- what happened;
- what you expected to happen instead; and
- any error messages you saw (a screenshot is great).
When we reply (our aim)
We aim to reply within about one business day. This is a target, not a promise, and busy periods can take a little longer.
We offer support on business days, Monday to Friday, during normal working hours in the Netherlands (Central European Time), except public holidays.
Placeholder: the site owner should set the exact support hours and response times here, for example "we aim to reply within [X] hours between [09:00] and [17:00] CET".
Keeping the service running (uptime)
We aim for high availability and work hard to keep downtime low. Even so, we can't promise the service will never be unavailable.
Sometimes we need to do planned maintenance to keep things safe and up to date. When we can, we do this at quiet times, and where possible we'll let you know first.
What's not covered
Some things are outside what we can support or control. These aims don't cover:
- problems outside our control, such as your own internet or device, third-party services, the wider internet, or events beyond our reasonable control (force majeure);
- misuse of the service or anything that breaks our Acceptable Use Policy; and
- free trials, which are provided as they are, with no support or uptime aims.
Backups
We take reasonable steps to back up service data. Even so, please keep your own copies of anything important. Your own backups are the safest way to protect your data.
Reporting a problem or outage
If something looks broken or the service is down, please email [email protected] and tell us what you're seeing. For anything that looks like a security issue, please follow the steps on our Security page.
Custom or paid service levels
Need guaranteed response times or uptime, with service credits if we miss them? That's something we can agree in a separate, written service-level agreement (SLA). If you're interested, email [email protected] and we'll talk it through.
Which law applies
This page is governed by the law of the Netherlands, and any dispute is for the competent Dutch courts. A signed SLA may set its own terms.