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Support conditions

Support conditions

Owned by Bram van Kessel (Unlicensed)
Last updated: Feb 19, 2025 by Bart Vaessen
3 min read

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:

  1. The ticket number of the support request

  2. The assigned support category

  3. 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.:

  • Setting up the connection or connected applications.

  • Create or change users of the interface

  • Explanation of how the interface works.

  • The administrative process in combination with the use of the link or the use of the Databrydge platform.

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:

  • Incorrect configuration of the interface.

  • Configuration change in the source package.

  • Removal of data from source package that is necessary for the link to function.

  • Adjustment of user rights in source package of the connected user.

  • Removal of users from source package which is used with the interface.

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:

  • The connected application has been offline or not available for Databrydge to connect.

  • The rights in the linked application to make the interface function are incomplete or incorrect.

  • The configuration of the connected application is incorrect.

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.

 

 

 

 

 

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