TeamHub Support Policy
Version 1.0 Effective: 7 November 2026 Last updated: 7 November 2026
This Policy is issued by Doek Works, a sole proprietorship (eenmanszaak) established at Elzenlaan 21, 9422 ES Smilde, The Netherlands, registered with the Dutch Chamber of Commerce under number 42169291, VAT identification number NL002993406B05 (the "Licensor").
1. Scope and status
This Policy sets out how support is delivered, what one Service Request is, and what each Support Level includes. It is referred to in article 1.5 of the TeamHub Commercial Licence and Support Agreement and ranks below that Agreement and the General Terms in the order of precedence stated there.
Where this Policy and the Commercial Licence and Support Agreement differ, that Agreement prevails. This Policy adds the volume, channel and scheduling terms on which that Agreement is silent.
2. Definitions
Business Day means Monday to Friday, excluding Dutch public holidays.
Business Hours means 09:00 to 17:00 Central European Time (CET or CEST as applicable) on a Business Day.
Defect Report means a report of reproducible incorrect behaviour in a supported official release.
Service Request means a single request for assistance about one subject, as further defined in article 6.
Support Level means Included, Supported or Priority as set out in article 5.
Support Portal means the Doek Works customer and partner portal at portal.doekworks.eu.
3. Channels
The Support Portal is the primary channel. A request raised there carries its history, attachments, environment details and allowance balance, which is why it is preferred.
support@doekworks.eu remains available and is the channel named in article 9.1 of the Commercial Licence and Support Agreement. A request sent by e-mail is recorded in the Support Portal on receipt.
A request must identify the Instance it concerns, the TeamHub version, the Nextcloud version and what has already been tried. Licensor may ask for this information before work begins, and the response target in article 5 starts when it has been supplied.
4. Hours, absence and single-person operation
Support is delivered during Business Hours. Licensor is a sole proprietorship and does not operate a staffed rota outside those hours.
Licensor publishes planned absence of more than three consecutive Business Days in the Support Portal in advance. During a published absence the response targets in article 5 are suspended and resume on the first Business Day after it ends. Unplanned absence is published as soon as reasonably possible and has the same effect.
Licensor does not offer a response target shorter than one Business Day, and does not offer out-of-hours, weekend or public-holiday support, under any Support Level.
5. Support Levels
| Included | Supported | Priority | |
|---|---|---|---|
| Available with | every paid Licence | optional, any paid Licence | optional, any paid Licence |
| First response target | none | 2 Business Days | 1 Business Day |
| Service Requests per Licence Period | none | 6 | 15 |
| Defect Reports | accepted and triaged, no response target | accepted, within the response target | accepted, within the response target |
| Third-line developer support | included, see article 9 | included | included |
| Named contact | no | no | yes |
| Upgrade assistance session | no | no | one per Licence Period, up to two hours, by prior arrangement |
Included is part of every paid Licence at no additional charge. Supported and Priority are purchased separately and are stated in the Order.
A response target is the target for the first substantive response, not for resolution. Article 9.2 of the Commercial Licence and Support Agreement applies: Licensor uses commercially reasonable efforts and gives no resolution guarantee and no service level agreement.
6. What counts as one Service Request
One Service Request is one subject, pursued to a conclusion, however many messages that takes. Follow-up messages on the same subject do not consume a further allowance.
The following are not charged against the allowance:
- a Defect Report that Licensor confirms as a defect in a supported official release
- a question about Licence Key administration, Seat capacity, renewal or invoicing
- a question arising from a security advisory or an end-of-support notice issued by Licensor
- a request Licensor returns unworked for missing information, until it is resubmitted.
The following are charged as one Service Request each:
- a configuration, setup or how-to question
- a diagnosis that concludes the cause lies outside TeamHub
- a request about a subject previously concluded and reopened for a new reason.
Licensor records the allowance balance in the Support Portal. The record kept there is the reference.
7. Allowance, exhaustion and overflow
An allowance applies per Licence Period and per Licence. It does not carry over to a new Licence Period and is not transferable between Licences, Instances or customers.
Licensor notifies the Licensee in the Support Portal when one Service Request of the allowance remains.
When an allowance is exhausted, Licensor continues to accept Defect Reports under Included at no charge. Further Service Requests are then handled only on one of the following bases, at the Licensee's choice:
1. purchase of a higher Support Level for the remainder of the Licence Period, charged pro rata; or 2. time and materials at Licensor's then-current hourly rate, in accordance with article 8 of the General Terms, quoted before work begins.
Licensor does not refuse a request on allowance grounds without stating both options.
8. Scope
What support covers and excludes is set out in articles 9.3 and 9.4 of the Commercial Licence and Support Agreement. In particular, support excludes general Nextcloud administration, hosting and infrastructure, third-party defects, custom development, training, migration, on-site assistance and unsupported versions.
Article 7 of that Agreement applies to modified installations: Licensor may require reproduction on an official, unmodified, supported release before investigating.
9. Third-line developer support
Every paid Licence includes third-line developer support, which means that a confirmed defect in a supported official release is investigated by the developer of TeamHub and, where feasible, corrected in a subsequent release or addressed by a workaround.
Third-line developer support is not a help desk. It carries no response target under Included, does not cover configuration, setup, how-to or administration questions, and does not oblige Licensor to accept a feature request. Article 4.4 of the Commercial Licence and Support Agreement governs roadmap decisions.
10. Quiet mode and unlicensed instances
Quiet mode is a Licence entitlement and is described in article 4.2 of the Commercial Licence and Support Agreement.
An LTS Support Contract issued under the Lifecycle Policy does not include a Licence Key and therefore does not enable quiet mode. An Instance held under an LTS Support Contract alone continues to display TeamHub branding and to send community telemetry as described in the Telemetry Notice, and telemetry remains disableable in the TeamHub administration settings. Promotional maintainer messages are not shipped in a designated LTS release.
11. Partners
A Partner provides First-line Support to its own End Customers and receives Second-line Support from Licensor under article 10 of the TeamHub Partner Agreement, on the fair-use basis stated in article 10.7 of that Agreement.
The Supported and Priority levels in article 5 are not sold to a Partner or to a Partner's End Customer. An End Customer that wishes to hold a Support Level directly must contract directly with Licensor.
12. Changes
Licensor may issue a revised version of this Policy. The version in force when an Order is accepted applies for that Licence Period, in accordance with article 20 of the Commercial Licence and Support Agreement. A revised version applies only to new Orders or new Licence Periods unless expressly agreed or required by mandatory law.
The current version is published at the Document URL below and in the Support Portal.
13. Contact
Doek Works Elzenlaan 21 9422 ES Smilde The Netherlands
Dutch Chamber of Commerce: 42169291 VAT identification number: NL002993406B05 Support: support@doekworks.eu Support Portal: https://portal.doekworks.eu General: info@doekworks.eu
Document URL: https://doekworks.eu/docs/support-policy.php?lang=en