Service level agreement

Your signed contract prevails

This document states the service targets that apply to every NXT customer and how they are measured. Missing a target does not by itself entitle you to a service credit, and none is issued automatically. Any remedy is governed by the signed customer, partner or reseller agreement between you (or your organisation) and Proximus; where this document and that agreement conflict, the signed agreement prevails.

Cover

Support is covered 08:00-20:00 (Europe/Brussels), seven days a week, including Belgian public holidays. One *service day* is twelve service hours.

Targets are measured in service hours: time outside the cover window is not counted. A case raised in the evening starts its clock when cover next opens.

Targets

Response and resolution targets by case priority, in service hours
Priority	Response	Resolution
urgent	2h	12h
high	4h	24h
normal	12h	60h
low	24h	120h

Priority is set by Proximus when the case is triaged, based on the impact you describe. Response means the first reply you receive from us, not an internal note. Resolution means the case reaching a resolved state.

How the clock runs

The clock starts when the case is raised.
It counts only time inside the cover window.
It pauses whenever we are waiting on you — for information, access or a decision — and resumes when you reply. You are never charged for your own response time.

What counts as a breach

A case breaches when it exceeds its target for the priority it was given.

Response

Always measured, whatever caused the case. How quickly we reply is always within our control.

Resolution

Not measured where the cause is found to sit with you or with a third party, because the time to fix is not ours to control. Every other case is measured, including cases not yet attributed.

These targets apply to cases raised on or after 2026-08-25. Cases raised before that date are not measured against them.

What this does not cover

Platform availability, which is reported continuously on the status page.
Anything agreed separately in your signed agreement, which prevails over this document.

Questions about this document?

Talk to a human.

For access, correction, erasure or any question about this document, reach us through our contact form — we respond within one month.