For the sake of clarity, this article describes how we have organized our support organisation and what our goals are when it comes to dealing with incoming support issues.


All incoming support cases are evaluated upon arrival, and classified as either: business support, non-urgent technical support, or urgent technical support.


Business support

Examples of business support are: a question about an invoice you received, a notification about a change of address, and so on.


Business support issues will be addressed during regular business hours, and we aim to send our responses within 2 business days.


Occasionally, you might get a response to a business support issue outside of business hours. Members of our business team do participate in on-call teams for urgent technical support outside of business hours. If they happen to have waiting time, and no other urgent issues to attend to, they can also take care of non-urgent technical issues or business issues.


Non-urgent technical support

Examples of non-urgent technical support are: a request to create a username for a new staff member of your organisation, coordination about setting up or renewing a custom domain name or SSL certificates, help resetting a password, and so on.


Non-technical support issues will be addressed during regular business hours, and we aim to send our responses within 1 business day.


Please be mindful of the time zone difference between your location and ours. For example, if you send open a support case about a non-urgent matter on late Friday afternoon in New York, it is already well after regular business hours Central European Time and you will get a response on the following Monday (assuming that's not a public holiday).


Urgent technical support

Examples of urgent technical support issues are: a system we host for you no longer works and is causing disruptions in your operation or on your website.


When technical issues occur, it is often the case that we are already aware of the underlying cause because of our extensive monitoring. Often, when a technical problem occurs, we receive reports about it from multiple clients. Even though you might not get a response right away, rest assured that we're almost certainly already working on the bigger issue.


When we receive a new support issue that we classify as urgent technical support, and it arrives during our regular business hours, someone from our technical team will be assigned to take care of it. It is our aim to send you a confirmation of the receipt of the report within an hour, often even faster. You may not receive a response immediately. Our technicians might have their hands full on the actual fixing of the issue.


If your urgent technical support issue is received outside of our regular business hours, an on-call engineer will study it and take the appropriate action. This may include setting up a temporary work-around so that it can be reclassified as non-urgent, and then dealt with on the next business day. You may not receive a response immediately. Our on-call staff may be too busy dealing with other urgent technical issues. In any case, someone from the technical staff will respond to your technical issue over the course of the following business day.


Business hours

Our business hours are from Monday to Friday, from 8 AM until 6 PM Central European Time. Our business staff also enjoy the usual holidays like Christmas and New Year's day and national public holidays in The Netherlands, the country where the majority of our staff is located.


Please be mindful of the time zone difference between your location and ours. For example, if you send open a support case about a non-urgent matter on late Friday afternoon in New York, it is already well after regular business hours Central European Time and you will get a response on the following Monday (assuming that's not a public holiday).


Tips about reporting an issue

Please help us to help you by sending us a description of your issue that is as clear as possible.


Just reporting "I'm unable to log in" will not be immediately clear to us. Taking that as an example, if you do have trouble logging in, then please describe what's going on. A better description would be "I don't remember my username", or "I don't remember my password" or "the login screen does not display, I get an error message".


In almost all cases, it can be very helpful to include a screenshot of what you've experienced.


When you send us a support issue, please make sure to enter your e-mail address correctly, so that our responses actually reach your inbox.


Online status dashboard and Twitter feed

If necessary, we will post a status message followed by status updates on our dedicated Twitter account. https://twitter.com/StatusAquaPform. We also have a real time online status dashboard where you can see an automatically updated overview of the performance of the entire platform we operate, at https://status.aquaplatform.com/. If you're experiencing a technical issue, but there are no messages on our Twitter feed, or no notifications on the status dashboard, then please first consider carefully checking if the origin of your issue might be with your own computer, your own company network, or an issue with your own internet service provider.