Service levels

§ 1

What this document covers

The service levels describe what you can expect of the portal’s operation and of our support: how much the portal is available, how quickly we respond, and what happens if we do not live up to it.

This document is an addendum to the terms of business. In the event of a conflict, the terms of business prevail, except on questions of availability and response times, which are settled here.

§ 2

Availability

Availability is measured per calendar month as the proportion of time the portal’s essential functions are available, excluding planned maintenance and the circumstances listed in § 5.

The portal’s current and historical operational status is publicly available at status.rieckflow.com.

§ 3

Support and response times

Support is open on business days. Enquiries are answered in Danish and English, and you speak to a case handler, not to a call centre.

An enquiry is classified by how much it prevents you from working:

Critical

The portal is unavailable, or a central function does not work for any user — invoices cannot be sent, payments cannot be recorded.

Significant

A function does not work as described, but a usable workaround exists.

Ordinary

Questions, guidance, requests and defects without operational impact.

The response time is the time until a case handler has replied and taken the case — not the time until the fault is fixed. Resolution time depends on the nature of the fault, and we keep you informed along the way.

On Advanced you get a dedicated contact person, cf. the price overview. That person knows your setup and is the way in to both support and development.

§ 4

Planned maintenance

We maintain and update the portal on an ongoing basis. Planned maintenance that may affect operations is announced in advance at status.rieckflow.com and is scheduled outside normal working hours as far as possible.

Planned and announced maintenance does not count towards the availability calculation.

Urgent security updates may be carried out without notice where a delay would put your data at risk. We inform you as soon as possible afterwards.

§ 5

What does not count

The following is not included in the availability calculation and does not trigger compensation:

• Planned and announced maintenance, cf. § 4.
• Circumstances beyond Rieck’s control, cf. § 13 of the terms of business — including outages at suppliers of power, network or data centre facilities.
• Outages at third parties the portal integrates with, such as an ERP system, a bank or a payment provider.
• Faults caused by the client’s own equipment, network, browser or configuration.
• The client’s own use in breach of the terms of business, including load significantly exceeding normal use.
• Periods where access is suspended due to non-payment or breach.

§ 6

Compensation

If the agreed service level is not met in a calendar month, the client may receive a proportionate credit against the subscription for that month.

The credit requires the client to make the claim in writing no later than 30 days after the end of the month. It is granted as a credit against the next subscription charge and is not paid out in cash.

The credit is the client’s sole remedy for lack of availability. It can never exceed the subscription for the month to which the claim relates, and the other limitations of liability in § 13 of the terms of business apply unchanged.

Clients on No Cure No Pay pay no subscription and therefore cannot receive a credit against one. The availability service levels still apply.

§ 7

Changes

Rieck may change the service levels in accordance with § 15 of the terms of business. Changes that materially reduce the service level are notified with a running month’s notice, and the client may terminate without commitment under that same clause.

This document was last updated on 7 August 2026.