Introduction
Effective Date: June 2026 | Last Updated: September 2026
Y Intelligence ("Y") is a hosted software service delivered over the internet by [BV LEGAL NAME], trading as Y-Institute ("Y-Institute", "we", "us"). Nothing is shipped physically. This policy explains when you get access after paying, how support is delivered and when maintenance happens. It forms part of our Terms of Service. For consumers, Article 7:50ac of the Dutch Civil Code (implementing Article 5 of Directive (EU) 2019/770) requires us to supply a digital service without undue delay after the contract is concluded; the timelines below are how we meet that.
1 Delivery timelines at a glance
| What you bought | Delivered how | When |
|---|---|---|
| Personal plan (free) | Sign up and sign in | Immediately |
| Pro, Team, Business or Scale plan by card or iDEAL | Plan limits and included Credits applied to your Workspace | Immediately on payment confirmation, at most 24 hours |
| Plan by SEPA Direct Debit or bank transfer | As above | Immediately on confirmation of funds, at most 1 Business Day after the funds reach us |
| Credit top-up | Credits (and Bonus Credits) added to your balance | Immediately on payment confirmation |
| Auto top-up | Credits added when your balance drops below your threshold | Within minutes of the trigger |
| Enterprise or reseller subscription | Workspace provisioned and administrator invited | Within 10 Business Days of signature, usually 2 |
| WhatsApp channel | Your number connected to Y | Within 2 Business Days of Meta approving the number |
| Microsoft Teams channel | Y app available in your Teams tenant | Within 2 Business Days of your Microsoft 365 administrator approving it |
| Data export on request | Machine-readable archive | Within 10 Business Days |
2 Self-service plans and Credit top-ups
2.1 When you pay by card or iDEAL through our payment processor, [PAYMENT PROCESSOR], the payment is confirmed to us in real time and your Workspace is upgraded, or your Credits are added, at once. You receive an email receipt and invoice and the change shows in Billing. If the upgrade has not appeared within 24 hours of a successful payment, email us.
2.2 SEPA Direct Debit and bank transfer payments are confirmed when the funds reach us, which can take 1 to 3 Business Days depending on your bank. Your Workspace is upgraded as soon as we receive confirmation.
2.3 If a payment fails or is declined, nothing is delivered and nothing is charged; you can retry with another method.
2.4 Bonus Credits are added together with the Purchased Credits and show separately in your Credit history with their expiry date.
3 Enterprise and reseller subscriptions
3.1 For subscriptions under a Y SaaS Subscription Agreement, we provision your Workspace, apply your Plan limits and Credits, and send the administrator invitation within 10 Business Days of signature (or of the Commencement Date stated in the agreement, if later). The Term starts on the date of our provisioning notice.
3.2 If you bought through an authorised reseller, the reseller manages onboarding and first-line support and may administer your Workspace on your behalf where you have given it that role. Provisioning by us still happens within the 10-Business-Day window from the reseller's order.
3.3 Implementation services (knowledge ingestion, course design, integration, training) are delivered under a separate statement of work with their own timelines. They are not a condition of the Workspace being live.
4 Adding people and channels
4.1 Workspace administrators invite Named Users from the admin console. Invitations are emailed immediately and a person has access as soon as they accept and sign in. Seats above your Plan's limit require an upgrade or overage as shown on Pricing.
4.2 Channels depend on third parties. WhatsApp requires Meta to approve the number through embedded sign-up; Microsoft Teams requires your Microsoft 365 administrator to approve the Y app; connectors require you to install the connector agent on your own systems. We connect the channel within 2 Business Days of the third party's approval, and we cannot control how long that approval takes.
5 If access is not delivered on time
5.1 If we miss a timeline in this policy for a reason within our control, tell us at [email protected]. We will deliver as soon as possible and, for a paid plan or subscription, extend the paid period by the number of days of delay at no charge.
5.2 If we have not delivered within 5 Business Days after the timeline in this policy, you may cancel and receive a full refund of what you paid for the undelivered service. For consumers this is the remedy in Article 7:50ad of the Dutch Civil Code (Article 13 of Directive (EU) 2019/770); the Refund Policy applies it to everyone.
6 Support hours and response targets
6.1 Support is provided by email at [email protected], through the in-app help, and by WhatsApp or telephone on [TELEPHONE NUMBER], during Business Hours: 08:00 to 17:00 Central European Time (CET, or CEST in summer) on Business Days (Monday to Friday, excluding public holidays in the Netherlands). Requests received outside Business Hours are treated as received at 08:00 on the next Business Day, except that we monitor for Severity 1 incidents around the clock.
| Severity | Meaning | Response | Workaround | Resolution target |
|---|---|---|---|---|
| 1 | Y is unavailable or a core function fails for all users of a Workspace | 1 Business Hour | 4 Business Hours | 8 Business Hours |
| 2 | A major function is impaired for many users; no reasonable workaround | 4 Business Hours | 1 Business Day | 3 Business Days |
| 3 | A minor function is impaired or a workaround exists | 1 Business Day | 5 Business Days | Next release |
| 4 | Question, cosmetic issue or feature request | 2 Business Days | n/a | Roadmap |
6.2 Where you bought through a reseller, the reseller provides first-line support; we provide second- and third-line support to the reseller within the same targets.
6.3 These targets are commitments in a Y SaaS Subscription Agreement and service goals for self-service plans.
7 Availability, maintenance and incidents
7.1 We aim for at least 99.5% availability each calendar month. Y is considered unavailable when Named Users cannot sign in or a core function fails for at least 5 consecutive minutes, excluding scheduled maintenance, force majeure and causes on your side or at your third-party providers.
7.2 Scheduled maintenance takes place on Saturdays between 20:00 and 24:00 CET/CEST, is limited to 4 hours per month, and is announced in-app and by email to administrators at least 5 Business Days in advance. Most releases are deployed without downtime and outside this window.
7.3 Emergency maintenance to fix a security or stability risk may happen at any time; we notify administrators within 24 hours with the reason and duration.
7.4 Incidents. During a Severity 1 incident we post updates to administrators by email at least every 2 Business Hours until resolved, and provide a summary within 5 Business Days. Subscription Agreement customers receive a monthly availability report within 10 Business Days of month end.
7.5 Our hosting runs in Microsoft Azure data centres in the European Union with redundant power and connectivity; a failure at a single data centre is not treated as force majeure.
8 Backups and recovery
Your Workspace data is backed up at least every 24 hours to encrypted storage in the European Union and retained for 30 days. Our recovery objectives are a recovery point of 24 hours and a recovery time of 8 Business Hours, tested at least every 6 months. Backups are for disaster recovery; to keep your own copy, use the export functions or request an export (section 1).
9 Requirements on your side
To receive Y you need: a current version of Chrome, Edge, Firefox or Safari; an internet connection; a valid email address for each Named User (or a mobile number for WhatsApp-only users); and, for channels and connectors, the third-party accounts and permissions described in section 4. Y is designed for desktop and mobile browsers; the learner experience is also available in WhatsApp and Microsoft Teams where your Workspace enables them. These are the interoperability and compatibility requirements we are required to state under Article 6(1)(s) of Directive 2011/83/EU.
10 Contact
Y-Institute
Chamber of Commerce (KvK): | VAT:
Registered office:
Cancellations: [email protected]
Telephone: