Overview

DCSA provides support to partners, members, and authorised users engaging with DCSA standards, services, and onboarding activities.

Our goal is to help organisations successfully adopt and interact with DCSA’s digital standards, APIs, guidelines, and related platforms, while ensuring a clear and structured communication channel for operational questions, issues, and requests.

Support is delivered through the DCSA Support Portal, where authorised users can submit and track requests, communicate with the DCSA support team, and access relevant documentation.

The portal provides a central location for managing support interactions and maintaining visibility into ongoing requests.

Support Model

Authorised Support Contacts (ASCs)

Support is provided to designated Authorised Support Contacts (ASCs) within partner organisations.

ASCs act as the primary interface between their organisation and DCSA Support.

Their responsibilities typically include:

• Submitting support requests on behalf of their organisation

• Coordinating internal information required to investigate issues

• Communicating updates back to their teams

• Ensuring requests contain sufficient context for investigation

Limiting support access to ASCs helps ensure requests are well-formed and allows DCSA to manage support interactions efficiently.

If you believe you should be registered as an ASC for your organisation, you may request access through the Support Portal.

Scope of Support

DCSA Support assists partners with the use and interaction of DCSA-operated platforms, services, and standards.

Support may include assistance with:

Standards and Documentation

• Questions regarding DCSA standards, specifications, and guidelines

• Clarification of data models or API behaviour

• Assistance locating or interpreting documentation

DCSA Platforms and Services

• Issues accessing the DCSA support portal or related services

• Authentication or identity issues

• Permissions and role configuration

• General usability questions

Partner and Member Onboarding

• Assistance with onboarding milestones

• Access provisioning for DCSA platforms

• Guidance on onboarding processes and documentation

Operational Support

• Incident reporting related to DCSA-operated systems

• Clarification of processes or support procedures

• Questions regarding platform usage or service behaviour

Support Channels

Support Portal

The DCSA Support Portal is the preferred method for submitting and managing support requests.

Using the portal ensures:

• Secure request submission

• Automatic association with the correct organisation

• Faster routing to the appropriate team

• Visibility of request history and status

Email Support

Support requests can also be submitted by emailing:

support@dcsa.org

Requests received by email are automatically converted into tickets in the Support Portal so they can be tracked and managed in the same way as portal submissions.

Request Types

When submitting a request, users will be asked to select the category that best describes their query. This helps ensure requests are routed to the appropriate DCSA team.

Product Issue

A technical issue affecting a DCSA service, API, or platform.

Examples:

• Errors or unexpected behaviour

• Service outages or degraded performance

• Problems using platform functionality

Data Issue

Issues relating to data accuracy, availability, or synchronisation.

Examples:

• Missing or incorrect data

• Data not updating as expected

• Inconsistent values returned from APIs

Change or Feature Request

Suggestions for improvements or enhancements to DCSA services, platforms, or documentation.

Examples:

• New functionality requests

• Improvements to APIs or services

• Documentation enhancements

Submission of a feature request does not imply acceptance or roadmap commitment.

Access Issues

Problems relating to authentication, identity, or permissions.

Examples:

• Unable to sign in

• Missing portal access

• Incorrect permissions or roles

Billing Enquiry

Questions relating to billing, invoicing, or commercial administration.

General Request

Any request that does not fall into the above categories.

Examples:

• General support questions

• Process clarification

• Requests for guidance or information

Support Availability

Support is provided during the following hours:

Monday to Friday
09:00 to 17:00 CET

Excluding Dutch public holidays.

Requests submitted outside these hours will be handled the next business day.

Response Targets

DCSA aims to respond to requests according to the severity and impact of the issue.

These targets reflect typical operational expectations but do not constitute contractual SLAs.

Initial Response Targets

Incident Severity Definitions

When incidents are reported, DCSA uses the following severity levels to prioritise investigation and communication.

Severity 1 — Critical Impact

A complete outage or major disruption preventing users from accessing or using a DCSA-operated service.

Examples:

• Portal login unavailable for all users

• Critical DCSA service unavailable

• System-wide authentication failures

• Data integrity or security issues

Target response: 2 business hours

Severity 2 — High Impact

Significant degradation affecting key functionality or a subset of users.

Examples:

• Users unable to access important portal functions

• API performance degradation

• Permissions blocking active onboarding tasks

Target response: 6 business hours

Severity 3 — Medium Impact

A non-critical issue causing inconvenience or reduced usability.

Examples:

• Issues affecting non-critical portal features

• Documentation inaccuracies

• Minor API behaviour issues

Target response: 12 business hours

Severity 4 — Low Impact

General questions, minor issues, or informational requests.

Examples:

• UI display issues

• Requests for clarification

• Minor improvement suggestions

Target response: 24 business hours

What DCSA Support Does Not Include

DCSA Support does not provide:

Custom Implementation Support

DCSA does not develop or troubleshoot partner-owned systems, including:

• Internal applications

• Custom API implementations

• Third-party integrations

• Internal infrastructure

Product Development Commitments

Support requests do not commit DCSA to product changes, feature development, or roadmap adjustments.

Non-DCSA Systems

Troubleshooting systems not owned or operated by DCSA.

Legal, Compliance, or Commercial Advice

Support cannot provide:

• Legal interpretations

• Regulatory or compliance guidance

• Commercial contract advice

Partner Responsibilities

To ensure efficient support, partners should:

• Ensure requests are submitted by Authorised Support Contacts

• Provide clear and complete information when reporting issues

• Include relevant technical details or examples

• Follow onboarding and platform usage guidance

• Use the Support Portal as the primary communication channel

Escalation

If a request requires urgent attention or appears to have exceeded expected timelines, users may request escalation through the support agent handling the ticket.

The DCSA Support team will coordinate with the appropriate internal teams to address escalated requests.

Policy Updates

DCSA may update this policy periodically to reflect changes in services, processes, or operational practices.

The most current version will always be available through the DCSA Support Portal.