What you can expect from us.
Every quote comes with a written Service Level Agreement. It supplements the NLdigital Terms and sets out how we are available, how we handle incidents and what happens if we miss a commitment. Below is the core — not the contract.
Get in touchFour chapters, one document.
The SLA is a framework plus addenda. Which addendum applies is stated on the quote. Network and colocation always carry 24/7 coverage; for servers, business hours are included and 24x7 is an option; consultancy commits to response times, not an uptime percentage.
The machinery behind the agreement.
- Reporting — in writing first via the dashboard or email, then call. That puts the detail in front of the engineer immediately.
- Maintenance — overnight, within a fixed window. Expected interruptions are announced in advance.
- Credits — if we miss a commitment, a credit scheme exists. It runs on request, not automatically.
- B2B only — this SLA applies to organisations, not to consumers.
- Contract language — English is authoritative; a Dutch translation is available on request.
What is not on this page.
Percentages, repair times and the credit table belong in the agreement, not on a public page. We walk through those with the proposal — so the numbers match your service and location.
The details belong in the conversation.
Want to know what the SLA says for your service? Schedule an intro or request a proposal.