Support Terms and Conditions

Last updated: 18 February 2026

Response time

24h for standard requests, 4h for urgent issues

Confidentiality

Your data is protected and secure

Multi-channel support

Email, phone and online tickets

1.Scope and Application

These Support Terms and Conditions (hereinafter "STC") govern the terms under which technical support and assistance are provided to users of the YouInv platform (hereinafter "the Platform").

By submitting a support request via ticket, email or phone, you expressly and unconditionally accept these STC in their entirety.

Support is available to:

Active customers with a valid YouInv subscription
Users in a free trial period (limited support)
Prospects for general pre-sales questions

2.Types of Support Offered

2.1. Standard Support

Included with all active subscriptions:

Online ticket support (24/7)
Email support (Monday to Friday, 9am–5pm CET)
Knowledge base and online documentation accessible 24/7
Response time: within 24 business hours

2.2. Priority Support (Professional Plan)

Additional services for Professional subscribers:

Priority ticket handling
Direct phone support (business hours)
Response time: within 4 business hours
Advanced configuration assistance

2.3. Dedicated Support (Enterprise Plan)

Premium services for Enterprise subscribers:

Dedicated 24/7 support with guaranteed SLA
Dedicated account manager
Priority 24/7 phone assistance
Response time: within 1 hour (critical emergencies)
Personalised training and tailored onboarding

3.Contact Methods

You can contact us via:

Online tickets: https://youinv.com/support
Email: support@youinv.com
Phone: +32 2 586 69 87 (business hours: 9am–5pm CET)

Each support request generates a unique ticket number to track your request. This number is sent to you by email immediately after the ticket is created.

4.Processing Times and SLA

Response times vary according to subscription level and request priority:

Priority	Standard	Professional	Enterprise
Low	48h	24h	8h
Normal	24h	8h	4h
High	12h	4h	2h
Urgent	8h	2h	1h

* Times are expressed in business hours (Monday to Friday, 9am–5pm CET, excluding Belgian public holidays), except for the Enterprise plan which benefits from 24/7 support.

5.Support Exclusions

Technical support does not cover:

Issues related to your IT infrastructure (network, servers, workstations)
Custom development or source code modifications
In-depth training beyond initial onboarding (except plans with training included)
Issues caused by third-party software not officially integrated
Data recovery following user error
Support for obsolete or unsupported versions of the Platform

6.User Obligations

To benefit from support, you agree to:

Provide complete, accurate and up-to-date information in your requests
Describe the issue precisely with screenshots where necessary
Treat our support team with respect and courtesy
Not submit abusive or repetitive requests for a problem already resolved
Keep your subscription active to continue receiving support
Follow the recommendations and instructions provided by our team

We reserve the right to refuse or suspend support in the event of:

Abusive, offensive or disrespectful behaviour towards our team
Non-payment of the subscription or suspended account
Fraudulent use of the Platform
Violation of the General Terms of Use

7.Confidentiality and Data Protection

All information exchanged in the context of support is treated in strict confidence, in accordance with our Privacy Policy and the General Data Protection Regulation (GDPR).

We commit to:

Not disclosing your information to third parties without your consent
Using your data only for the purpose of handling your request
Retaining support exchanges for a limited period to improve our services
Protecting your data with appropriate security measures

8.Limitation of Liability

Technical support is provided "as is". Although we make every effort to resolve your issues, we do not guarantee:

Resolution of all issues within a specific timeframe
Uninterrupted or error-free support service
Compatibility with all technical environments

Our liability is limited to the amount paid for your subscription over the past 12 months. We shall not be liable for indirect damages, data loss, or loss of business.

9.Amendments to the STC

We reserve the right to amend these Support Terms and Conditions at any time. Amendments take effect upon publication on this page.

In the event of a material change, we will notify you by email. Continued use of support after notification constitutes acceptance of the new terms.

10.Governing Law and Jurisdiction

These STC are governed by Belgian law. In the event of a dispute regarding the interpretation or performance of these terms, and in the absence of an amicable resolution, the courts of Brussels shall have exclusive jurisdiction.

11.Contact

For any questions regarding these Support Terms and Conditions, you can contact us:

YouInv Support

Email : support@youinv.com

Phone : +32 2 586 69 87

Address : Boulevard de l'Empereur 10, 1000 Brussels, Belgium

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