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Accounting system
Exact Online
Exact Online

Cloud software for accounting, ERP and CRM.
AFAS
AFAS

Integrated software for finance, HR and project management.
Twinfield
Twinfield

Online accounting software for businesses and accountants.
Multivers
Multivers

Financial and HR management software
Customization Discover modules

Your connections are running smoothly. We’ll make sure they stay that way.

A connection that works is great. A connection that keeps working, even during peak times or in the event of an unexpected disruption, is in a league of its own. Our support team makes sure of that.

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Always included

Essentials is simply included in your connection subscription. No extra charges, no separate contract.

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Fast response times

We aim to meet a set response time for every parcel. If we don’t manage to do so on occasion, we’ll let you know.

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Flexible switching

You can upgrade at any time. Plus and Premium have a minimum contract term of 3 months, after which you can cancel on a monthly basis.

Support process

How does our support work?

Whether it’s a quick query or a complex problem, the process is always the same. It takes just three clear steps from query to solution, and you’ll always know exactly where you stand.

You ask a question

Please contact us by email or via the ticket system, or call us if you have a Plus or Premium account.

We'll take care of it

Our support team will review your ticket and provide a detailed response within the specified timeframe.

You’ll be given a solution

We’ll help you move forward and, where possible, offer advice for the future.

Compare the packages

Three levels of support. Choose the one that suits you best.

Recommended

Essentials

Plus

Premium

Support
First-line response time iThe time taken to receive an initial substantive response, measured during office hours. The first line of support handles direct enquiries and common connection errors.
24 working hours
8 office hours
4 office hours
Secondary response time iThe time taken for the second-line team to respond to more complex issues requiring technical analysis. This timeframe also applies during office hours.
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16 office hours
8 office hours
Support hours per month iThe number of hours we spend on your queries and issues each calendar month. If you exceed this time, we will charge for the additional hours at €90 per hour, always in consultation with you. Unused hours do not carry over.
30 minutes
1 hour
2 hours
Email and ticketing system
✓
✓
✓
Support for connection errors
✓
✓
✓
Configuration guide iHelp with setting up and customising your connection. This includes field mappings, filters or synchronisation settings that you want to change.
—
✓
✓
Phone & video
Telephone support
—
✓
✓
Video call with your designated contact person
—
—
✓
Monitoring & notifications
Automatic error notifications by email
✓
✓
✓
Proactive connection monitoring iWe keep a close eye on your connections. In the event of disruptions or delays, you’ll receive a notification, often before you even notice anything yourself.
—
—
✓
Quarterly health check iOnce a quarter, we review your connectors and configuration to identify areas for improvement, error patterns and potential optimisations.
—
—
✓
Optimisation Review iAn annual strategic review of your connector setup, including advice on new features, best practices and potential enhancements.
—
—
✓ (annually)
Platform & access
User control panel
2
5
Unlimited
IP whitelisting iA static IP address for your connection that you can whitelist on your online shop server. This is useful if you use strict IP security and only want to allow connections from trusted IP addresses.
Add-on
Add-on
✓
Extras
Beta access iEarly access to new features and improvements before they are rolled out to everyone. You provide us with early feedback and we’ll keep you updated.
—
✓
✓
Development hours per month iTime allocated each month for fine-tuning existing connectors, such as adjusting field mappings or filters. For completely new functionality or connectors, we will provide a separate bespoke proposal.
—
—
2 hours
Onboarding support iHelp with setting up your connector. With Plus via email, and with Premium via a video call with personalised guidance.
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E-mail
Video
Dedicated contact person iA single point of contact at iWeb who understands your situation. No need to repeat yourself every time you get in touch, and direct channels for advice and queries.
—
—
✓
Contract & rates
Minimum term
—
3 months
3 months
Notice period
—
Per month
Per month
Rate for additional support hours
€90 per hour
€90 per hour
€90 per hour

€ 0 /month

Always included

€ 49,95 /month

Get in touch

€ 149,95 /month

Get in touch

Frequently Asked Questions

Which package is right for my business?

Essentials is the basic package and is ideal for businesses that only occasionally need assistance with the connector: support with alerts and access to the knowledge base. Plus adds faster response times, configuration assistance and telephone support. Premium offers proactive monitoring, a dedicated contact person and development hours on top of that, for those who want maximum control and peace of mind.

What does support cover?

We’ll support you with anything to do with how your connector works, such as error messages or data not coming through properly. We’ll investigate the cause: if the issue lies with the connector, we’ll sort it out for you. If it’s down to your online shop or accounting system, we’ll let you know what’s going wrong and what needs to be done. With Plus and Premium, we’ll also actively help you set up and customise your connector.

What is not covered by support?

There are a few areas we don’t typically cover: setting up your online shop or accounting system, support for third-party products, customisations, and data recovery following accidental changes. Do you still need help with any of these? No problem – we’re happy to assist you on an hourly basis, always following consultation.

What are office hours?

Our office hours are Monday to Friday from 9.00 am to 5.00 pm, excluding Dutch public holidays.

Can I upgrade or downgrade between packages?

Yes. The Plus and Premium packages have a minimum contract term of 3 months; after that, you can switch or cancel on a monthly basis. You can upgrade to a higher package at any time with immediate effect.

Do the prices include or exclude VAT?

All prices quoted are exclusive of VAT.

Your data is safe with our ISO 27001 certification

  • ISO 27001 Certification: We comply with the strictest ISO 27001 standards, ensuring your data is optimally protected. Work with confidence, knowing your data is in safe hands.
  • Privacy guaranteed: Privacy is not an afterthought for us, but a core value. Our processes are designed to maximally protect your data.
  • Security as a foundation: From authentication to processing: each component of our solution meets the highest requirements in the field of information security.