Support and Service Straight from the Manufacturer

Qualified Support for your Software: We Ensure that your Software runs Smoothly

  • Comprehensive Support: Installation, Configuration, Setup & Problem Solving
  • Flexible Support Models: Free & Fee-based Offers for every need
  • Direct Contact to Experts: Quick Assistance from our Support Team
  • Efficient Troubleshooting: Simple Reporting of Errors via Web Form
  • Extensive Knowledge Database:Numerous Solutions & Assistance Online
Offers at a Glance Download TeamViewer Knowledge Base (FAQ)
A support package includes exclusive manufacturer support according to the modern prepaid principle. Learn more about our support packages here.

Service Units

  • A support package consists of a number of service units you can choose freely.
  • One service unit corresponds to 15 minutes 
  • For each quarter of an hour or fraction thereof, one unit is deducted from the purchased package 
  • As a matter of course, we will not deduct any units from your package if the origin of the issue is a proven error in ecoDMS 

Following the purchase, you will receive emails with information about...

  • Your service number 
  • Contact options 
  • Remote maintenance (incl. DB-Agreement)

Validity

  • A package is valid until all purchased units have been fully used up 
  • The term is 24 months from the day the support package is issued and there is no automatic renewal 

All services are provided via phone, email or remote maintenance

  • The telephone connection with the hotline is free for callers from the German landline network 
  • For international or mobile calls, we provide a separate number to which the respective (roaming) price of the telephone provider applies. 

Remote maintenance is carried out via TeamViewer

  • Before the remote maintenance session, you should install TeamViewer on your system and you will receive more information about this via email following your purchase 
  • We recommend you close all applications that contain personal or classified information and to backup your system before requesting or accepting a remote maintenance session 
The following links provide access to the TeamViewer download, further details about our remote maintenance service and the DB-Agreement:

DP Agreement Details Download TeamViewer
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