Onboarding
Configuring the suite to your chart of accounts, your VAT setup, your approval limits, your warehouses and your roles. Usually a handful of sessions across two to four weeks.
Fixed price, quoted after a scoping call.
Support
Support is not a tier you buy. It is how the product is meant to work.
Every plan includes it, the platform is operated for you regardless, and the people answering are the people who built the thing.
What is included, on every plan.
Email support on every plan
Including the nine euro one. You write to us, a person who understands the system reads it, and you get an answer rather than a link to an article you already found.
A named path from Scale upwards
A specific person who knows your configuration, your migration history and what you are trying to do, so you are not explaining your business again every time.
Platform operation, always
Backups, updates, certificates, monitoring and incident response are not a support tier. They happen on every Site whether or not you ever contact us.
Product guidance, not just fault fixing
If the right answer is a configuration change rather than a bug fix, we will tell you what to change and why. Questions about how to model something in the system are legitimate support questions.
Response targets
How quickly you hear back, by severity.
These are targets we hold ourselves to, and the formal version lives in the service level terms.
| Severity | First response | What it means |
|---|---|---|
| Site down | Within 1 hour | Your Site is unreachable or unusable for everyone. We respond inside an hour during business hours and are already working on it before you write, because monitoring usually tells us first. |
| Something important is broken | Within 4 business hours | A core process fails or produces wrong results. Invoices will not post, stock is wrong, payroll cannot run. |
| Something is wrong but workable | Within 1 business day | A defect with a workaround, a report giving an odd figure, an integration behaving strangely. |
| Questions and requests | Within 2 business days | How do we configure this, can we change that, what would you recommend. Most are answered far faster than the target. |
Services
The optional work, and what it costs.
All of it is optional. Plenty of companies configure the suite themselves and never buy a service day.
Migration
Extracting, mapping, cleaning and reconciling data from your current systems, then validating it against your own reports before cutover.
Fixed price, quoted after the assessment.
Training
Per department, on your data rather than a demo company, with a recording your next hire can watch. Finance, sales, warehouse, support and administrators separately.
Per session or bundled with onboarding.
Configuration work
Approval chains, custom document layouts, specific reports, scripted rules and API endpoints where the standard configuration is genuinely not enough.
Quoted per piece of work.
Architecture review
For larger companies, a session on how to structure entities, warehouses, cost centres and permissions before anything is loaded. The cheapest hour you will spend on the project.
Included from Scale upwards.
Ongoing advisory
A recurring session where we look at how you are using the system, what is drifting, and what could be automated that currently is not.
Optional monthly or quarterly.
The best support request is the one nobody needs to send.
Most support volume in business software is not caused by defects. It is caused by people not being able to find out something the system already knows. A suite with one database and an agent in every department removes a surprising amount of that: the answer to "where is that order" is on the screen, and the answer to "how much did we spend with this supplier last quarter" is a question you can simply ask.
We treat a rise in support volume as a product signal rather than a staffing problem. If several companies ask the same question, the screen was wrong.
Before writing to us
- In-app guidance on every screen, written for the person doing the job
- A searchable help centre covering each application
- The AI agents, which answer questions about your own data directly
- Recorded training from your own onboarding sessions
- Release notes written in plain language
- A public status page with incident history
Support questions.
Do you charge for support?
No. Support is included on every plan, including the smallest. Paid services are the optional project work: migration, onboarding, training and bespoke configuration. Asking us why something behaves the way it does is never billed.
What are your hours?
Business hours in the Netherlands, Monday to Friday. Site-down incidents are monitored continuously and responded to outside hours, because a system that runs a company does not only matter between nine and five.
Who actually answers?
People who work on the platform. The company is deliberately small and there is no outsourced first line whose job is to deflect you. That is a real advantage today and something we intend to protect as we grow.
Can you work directly in our Site?
Only with your permission, only for the duration needed, and every action is logged in your audit trail. Access is not standing, and you can revoke it at any time.
Do you help if the problem is our own configuration?
Yes. Distinguishing between a bug, a configuration mistake and a misunderstanding is part of answering the question. We will tell you plainly which one it is.
What if we want a feature that does not exist?
Tell us. Requests that several customers need get built and become standard for everyone. Requests specific to you are quoted as configuration work. Either way you get an honest answer about which category you are in and roughly when.
Existing customers: cloud@tynktech.nl. Everyone else: khadeem.smart@tynk-tech.nl.
