Info: Support & Service Levels
How to get support, our support hours, priority levels, response times, uptime commitment and service credits.
Updated November 3, 2026
This article summarises the support and service levels of our Standard Service Level Agreement (SLA). The SLA itself, as referred to in your Quote, always prevails.
How to request support
Helpdesk portal: support.sqai-suite.com. This is the main channel. Where available, use the SQAI Suite incident reporting tool.
Email: support@sqai-suite.com, only if the helpdesk portal is unavailable.
Status page: status.sqai-suite.com for current status, planned maintenance, past incidents and historical uptime.
Requests are submitted by the authorised representatives your organisation has appointed. When reporting an error, include the name of the reporter, the date, a description and any diagnostic information available, and help us reproduce the issue.
Support hours
Support is provided Monday to Friday, 9:00 to 17:00 Belgian time (CET/CEST), excluding Belgian public holidays. Response and resolution times are measured within these hours and start when the incident is registered via the helpdesk portal (or by email if the portal is unavailable).
Priority levels and target times
Priority | Description | Response time | Resolution time |
|---|---|---|---|
P1 – High | SQAI Suite or a core function unavailable or critically degraded for all or most users, with no work-around. | < 2 business hours | < 8 business hours |
P2 – Medium | A non-critical part unavailable or degraded, with a noticeable but limited business impact and no reasonable work-around. | < 4 business hours | < 5 business days |
P3 – Low | Minimal impact; a work-around is available, minor performance degradation, presentation or documentation issue. | < 1 business day | Communicated, depending on the first available slot in a forthcoming release (releases every two weeks) |
Enquiries, suggestions, change requests and impact analyses are not errors and have no priority level. We may reclassify a priority level with a reasoned explanation. These times are targets; where resolution depends on third-party suppliers (such as our hosting or AI providers), we use all reasonable efforts to meet them. For P1 incidents, we provide a root-cause analysis and action plan within 10 business days after resolution.
Uptime commitment
We commit to an uptime of at least 99.5% per calendar month. Planned maintenance announced at least 48 hours in advance on the status page or by email, urgent security maintenance, unavailability caused by the customer or by networks outside our control, unavailability of third-party hosting or AI providers outside our reasonable control, force majeure and suspension under the Terms and Conditions are not counted as downtime.
Service credits
Uptime below 99.5%: service credit of 5% of the monthly subscription fee.
Uptime below 99.0%: service credit of 10% of the monthly subscription fee (maximum per month).
Request a service credit in writing within 30 days after the end of the month concerned. Service credits are deducted from your next invoice. Where fees are invoiced annually, the monthly fee is one twelfth of the annual fee.
What is included
Remedial maintenance (correcting errors in the current version of SQAI Suite and its documentation, plus patches, updates and upgrades) is included in your subscription. Other work, such as change requests, on-site support or help with problems outside SQAI Suite, is General Support and is charged on a time-and-material basis.
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