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Support Packages – Exclusive Manufacturer Support

With a support package, you receive exclusive assistance directly from the manufacturer – fast, direct, and based on a prepaid model.

  • Direct manufacturer support: Personal assistance straight from our development team
  • Expert help: Ensuring smooth operation of your software
  • All-round service: Installation, setup, configuration, and troubleshooting
  • Fast expert contact: Direct access to our experienced support team
  • Efficient solutions: Quick and targeted support for any issues

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