Dear Customers, We are closely monitoring the development of the Novel Coronavirus (COVID-19). Below you can find an update on the quickly evolving situation which may affect our operations and might cause unforeseen delays for our customers.

Certain areas within the Netherlands are affected by the outbreak and we as NFOrce are forced to take precautions and implement safety measures. Unfortunately, this might cause delays which are caused by a limited active work force and other restrictions. We as NFOrce will still strive to minimize the delays as much as possible. We hope we can count on your understanding for the situation which is affecting the world.

We hope you all stay safe and take care.

Support Packages

Support Service Level Agreement

We offer serveral support packages (also called Support Service Level Agreements). We have 3 levels of support besides our standard support which can be put into a contract to ensure support for your server/services which require fast response when problems arise. Below you will find a comparison of our offered packages.


These packages apply to the following:


  • Hardware
    • If the hardware is property of NFOrce we will either start to fix this issue or configure a replacement server.
  • Network
    • For example if you have connectivity issues such as bad network cables or you misconfigured your network and you lost access.

Servicing fees

When support is carried out outside of contract boundries we may charge extra fees depending on the problem and the cause.


  • During Business hours (9AM to 5PM GMT+1)
    • € 40.00 per 30 minutes
  • Outside business hours
    • € 75.00 per 30 minutes
    • Minimum support is 1 hour. After that, it is charged per 30 minutes

Packages

Best Effort (applies to all packages)

  • Support will be carried out as soon as possible on business days between 9AM and 5PM GMT+1.
  • 1 Hour support
  • If the support can be carried out by one of our engineers from remote, it can very well happen that you get support outside business hours as well if someone is available.

* Software support: It is not possible to fix all types of software issues. However our engineers can handle generic issues such as misconfigurations and lost of access to your server. Software isn't part of any support package. If you would like some extra support on configuration/software basis, please take a look at our Managed Server Services.


Within 24 hours

  • Support will be carried out as soon as possible but at latest before the end of the next business day.

Within 12 hours

  • Support will be carried out as soon as possible but at latest an engineer will attent to your support within 12 hours.

Within 3 hours

  • Support will be carried out as soon as possible but at latest an engineer will attent to your support within 3 hours.