This policy describes the support included in each Opttab plan. It forms part of the Terms of Service. Uptime commitments and service credits apply only if they are set out in a signed Enterprise Order Form.

Support by plan

These channels match the Opttab pricing page.

Plan	Support
Lite	Email support
Starter	Email support
Growth	Email and priority support
Enterprise	Email, priority and dedicated support
Agency Starter and Agency Growth	Email support
Agency Scale and Agency Enterprise	Email, priority and dedicated support

Support hours: Monday to Friday, 09:00 to 17:00 CET, excluding Dutch public holidays.
Support languages: English and Dutch.
Contact: info@opttab.com and in-app chat. We reply to support emails within 24 hours.

Target first response times

These are targets, not guarantees. We reply to support emails within 24 hours. Urgent response targets count during support hours.

Priority	Example	Lite	Starter	Growth	Enterprise
Urgent	Platform or agent unavailable for all users	4 business hours	4 business hours	2 business hours	Per Order Form
High	Key feature not working	24 hours	24 hours	24 hours	Per Order Form
Normal	Questions, minor issues	24 hours	24 hours	24 hours	Per Order Form

Availability

We aim to keep the Services available around the clock, except for planned maintenance, which we announce in advance where possible, and emergency maintenance. Status: https://status.opttab.com.

Availability of AI assistants, answer engines, ad platforms, commerce platforms and other Third-Party Platforms is outside our control and is excluded from any availability target. Agent Features depend on these platforms.

What support does not cover

Writing your content strategy, implementing changes on your website, fixing third-party systems, or legal advice, unless included in your Order Form.