Support conditions
When you submit a support request to Databrydge, you agree to possible costs that may be charged for a support request.
As soon as a support request is submitted, it will be assigned a ticket number. Databyrdge keeps track of time spent on these ticket numbers. A Support category is assigned to each ticket. The assigned support category determines the billing method.
The following scheme is used to determine the support category:
When you receieve an invoice from Databrydge, you can see exactly how the invoice is created. You can view the following information:
The ticket number of the support request
The assigned support category
The time spent on this ticket number
More information of the support per category you will find here:
Type of support | Description |
Onboardings service (support) | An onboarding service is offered when registering for various standard connections. We carry out a fixed set of activities for a fixed amount. Invoicing is done via the registration form and therefore not against the actual time spent.
|
Settings/process/Way-of-Working help (support) | A support request is submitted requesting assistance with f.e.:
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Issue caused by user (problem) | A support request is submitted about a problem experienced by the user of the interface. Once the problem has been investigated the cause will be clear. Examples of problems caused by the user are:
|
Issue caused by connected app (problem) | A support request is submitted about a problem experienced by the user of the interface. Once the problem has been investigated, the cause will be clear. Examples of problems caused by the connected application are:
|
Caused by Databrydge (problem) | The Databrydge platform has a technical issue werethrough the interface is not functioning correctly. |
Actual Costs (feature request) | A support or feature request is submitted about adding or change a functionality, and no agreement has been made about the associated time commitment. The actual time x cost will be invoiced. |
Price Agreement (feature request) | A support of feature request is submitted about adding or change functionality, and price agreement are made about this. Invoicing is done via project invoicing. |
Sales (feature request) | A request for new interface (to be build) is submitted |
Customer relations (other) | This category exists for pro-active coomunicaiton towards customers |
Costs:
The time spent on the support request will be charged at the applicable hourly rate. The applicable hourly rate (2025 price level) is €156,- excluding VAT per hour.
A link to our extended Terms and Regulations can be found here:
Dutch: Link to the support conditions document
English: version can be requested by email to support@databrydge.com
If you have concluded a Service Level Agreement with Databrydge, this will prevail over the support conditions.