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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 connectors are running. We make sure they stay that way.

A connector that runs is nice. A connector that keeps running, even during peak moments or an unexpected outage, is something else entirely. That is what our support team is here for.

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Always included

Essentials is simply part of your connector subscription. No separate costs, no separate agreement.

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Clear response times

With every package we aim for a fixed response time. If we ever miss it, you will hear that from us.

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Flexible switching

You can upgrade immediately at any time. Plus and Premium have a minimum term of 3 months, cancellable monthly after that.

Support process

How does our support work?

Whether it is a quick question or a complex problem, the process is always the same. Three clear steps from question to solution, and you always know where you stand.

You ask a question

Get in touch by e-mail or through the ticket system, or call us with Plus and Premium.

We pick it up

Our support team reviews your ticket and gives a substantive response within your response time.

You get a solution

We help you further and, where possible, provide advice for the future.

 

Compare the packages

Three levels of support. Choose what suits you.

Recommended

Essentials

Plus

Premium

Support
1st line response time iThe time within which you receive a first substantive response, measured within office hours. 1st line handles direct questions and common connector errors.
24 office hours
8 office hours
4 office hours
2nd-line response time iThe time within which the 2nd-line team responds to more complex issues that require technical analysis. This time also applies within office hours.
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16 office hours
8 office hours
Support hours per month iThe number of hours we spend on your questions and issues per calendar month. If you exceed this time, we charge the extra hours at € 90/hour, always in consultation. Unused hours do not carry over.
30 minutes
1 hour
2 hours
E-mail and ticket system
✓
✓
✓
Support with connector errors
✓
✓
✓
Configuration help iHelp with setting up and adjusting your connector. Think of field mappings, filters or synchronization settings you want to change.
—
✓
✓
Phone & video
Telephone support
—
✓
✓
Video call with dedicated contact person
—
—
✓
Monitoring & notifications
Automatic error notifications by e-mail
✓
✓
✓
Proactive connector monitoring iWe keep a close eye on your connectors. In case of disruptions or delays you receive a notification, often before you notice it yourself.
—
—
✓
Quarterly health check iOnce per quarter we review your connectors and configuration for improvement points, error patterns and possible optimisations.
—
—
✓
Optimisation review iA yearly strategic review of your connector setup, with advice on new features, best practices and possible expansions.
—
—
✓ (annually)
Platform & access
User control panel
2
5
Unlimited
IP whitelisting iA fixed IP address for your connector that you can whitelist on your webshop server. Handy 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 widely. You give us feedback early and we keep you informed.
—
✓
✓
Development hours per month iTime each month for fine-tuning existing connectors, such as adjusting field mappings or filters. For completely new functionality or connectors we make a separate custom proposal.
—
—
2 hours
Onboarding assistance iHelp with getting your connector up and running. With Plus via e-mail, with Premium via a video call with personal guidance.
—
E-mail
Video
Dedicated contact person iOne fixed point of contact at iWeb who knows your situation. No need to repeat yourself at every contact moment, and direct lines for advice and questions.
—
—
✓
Contract & rates
Minimum term
—
3 months
3 months
Notice period
—
Per month
Per month
Rate for extra support hours
€ 90 / hour
€ 90 / hour
€ 90 / hour

€ 0 /month

Always included

€ 49.95 /month

Get in touch

€ 149.95 /month

Get in touch

Frequently asked questions

Essentials is the basis and works for businesses where an occasional question about the connector is enough: support with notifications and access to the knowledge base. Plus adds faster response times, configuration help and telephone support. On top of that, Premium offers proactive monitoring, a fixed contact person and development hours for anyone who wants maximum control and certainty.

We support you with everything related to the working of your connector, such as error messages or data that does not come through properly. We find the cause: if it is in the connector, we solve it for you. If it is in your webshop or bookkeeping, we let you know what is going wrong and what needs to happen. With Plus and Premium we also actively help you set up and adjust your connector.

There are a number of things we do not handle as standard: the setup of your webshop or bookkeeping system, support on third-party products, custom modifications and data recovery after unintended changes. Do you still need help with this? No problem, we are happy to help you based on our hourly rate, always after consultation.

Our office hours are Monday to Friday from 9:00 to 17:00, excluding Dutch public holidays.

Yes. Plus and Premium have a minimum term of 3 months, after which you can switch or cancel on a monthly basis. Upgrading to a higher package is always possible with immediate effect.

All prices mentioned are excluding VAT.

Your data is safe with our ISO 27001 certification

  • ISO 27001 Certification: We meet the strictest ISO 27001 standards, so your data is optimally protected. Work with confidence, knowing that your data is in safe hands.
  • Privacy guaranteed: Privacy is not a side issue for us, but a core value. Our processes are designed to protect your data to the maximum.
  • Security as a basis: From authentication to processing, every part of our solution meets the highest requirements in the field of information security.