Support and service policy
Last updated: January 1, 2026
This Support and Service Policy ("Policy") describes in outline how Offsoo provides support and how it handles availability, maintenance and communication. This Policy supplements the Terms and Conditions and does not constitute a Service Level Agreement (SLA) unless agreed in writing.
Support channels
Offsoo provides support through:
Support hours
Support is provided on working days (Monday to Friday) from 09:00 to 17:00 CET, with the exception of Dutch public holidays.
Response times
Offsoo does not state fixed response times. We aim to respond within one working day, depending on volume, complexity and the information available.
Maintenance and updates
Offsoo carries out regular updates to improve functionality, stability and security. Maintenance can lead to temporary (partial) unavailability. Offsoo aims to schedule planned maintenance outside office hours (usually between 00:00 and 06:00 CET), without guaranteeing this.
Incidents and outages
In the event of an outage or incident, Offsoo assesses the impact and takes appropriate measures to restore the service. Offsoo may inform customers by email and/or through in-app notifications.
Abuse and security
Offsoo may take measures in the event of abuse or (threatened) security risks — such as rate limiting, blocking accounts or temporarily disabling functionality — in order to prevent damage.
Changes
Offsoo may amend this Policy. The most recent version is available on the website.