---
title: Support
description: Support from the engineers who built your system. Call +31 (0)10 300 67 78, email support@deverence.com or report an issue. 24/7 when production is down.
url: "https://rual.nl/en/support"
locale: en
alternate: "https://rual.nl/support"
updated: 2026-08-03
source: "https://rual.nl"
---

# Support from the people who built it

No anonymous helpdesk, no ticket carousel. You get someone on the line who knows your flows, because they helped build them.

[Report an issue](https://rual.nl/en/support#melden)

[See the live status](https://rual.nl/en/status)

## Three ways to reach us

Pick whatever fits the situation, from a quick question to a line that has stopped.

Telephone: [+31 (0)10 300 67 78](tel:+31103006778)

General questions on working days. If production is down, the line forwards to the on-call engineer outside office hours. No menu, no queue.

- Working days 8:30–17:30 — Questions & advice

- 24/7 · emergency line — Production down

Email: [support@deverence.com](mailto:support@deverence.com)

Every email becomes a ticket with an engineer who knows your environment, prioritised according to your SLA. Reply within one working day.

Screen sharing: [Remote or on site](https://rual.nl/en/support#melden)

Half an hour of screen sharing often solves more than ten tickets. For warehouse and robotics installations we come to you.

## Response times you can plan around

We judge every ticket on impact, not on the order it arrived in. A line that has stopped comes before a cosmetic wish, even if the wish came in first.

The exact commitments live in your SLA. These are the standard times for customers with a support contract.

[Read the SLA](https://rual.nl/en/sla)

- **Production is down** — < 1 hour: Environment or a critical flow unreachable (24/7)

- **Serious disruption** — < 4 hours: Work can continue, but with real friction (Mon–Sat 7–22)

- **Question or request** — < 1 working day: New functionality, advice, a small change (office hours)

## Who you get on the line

Support and engineering are the same team here. The engineer who picks up your ticket can usually fix it there and then, with no escalation ladder.

- **** — Works on Core and on customer environments, from integrations to warehouse flows.

- **** — At home in robotics and logistics. The one you hear when a line stops.

- **[One fixed team, no layer in between](https://rual.nl/en/team)** — You get a named contact who knows your business. Nothing needs explaining twice, the context is already with us.

## Report an issue

Tell us what is going on. Your report lands with an engineer who knows your environment, not in a shared inbox.

Is production down? Call us straight away, also outside office hours.

[Call +31 (0)10 300 67 78](tel:+31103006778)

*This page includes a support form.*

- **[Documentation](https://docs.rual.nl)** — Guides, API reference and examples for every building block in Core.

- **[Live status of the clusters](https://rual.nl/en/status)** — See per cluster and per service whether everything is running, including open incidents and maintenance.

## Something broken, or just a question?

Report it and an engineer will look at it today.

[Report an issue](https://rual.nl/en/support#melden)

[Call +31 (0)10 300 67 78](tel:+31103006778)