Support

Professional support and excellent service straight from the manufacturer

A support package includes exclusive manufacturer support according to the modern prepaid principle.

We are pleased to offer support via:

  • Phone
  • Email
  • Remote Maintenance

Direct contact with our technicians/consultants for questions and support surrounding all ecoDMS products

  • Installation
  • Setup
  • Applications
  • Troubleshooting

Support Package Details

A support package consists of a number of service units you can choose freely.

Service Unit:
  • 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 of a support package, you will receive emails with information about:
  • Your service number
  • Contact options
  • Information about remote maintenance
Validity:
  • A package is valid until all purchased units have been fully used up
  • The term is 12 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 Team Viewer.
  • Before the remote maintenance session, you should install Team Viewer 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
  • Here you will learn more about our remote maintenance service and the required data processing agreement in the context of a support package:
Download TeamViewer Details about DP-Agreement

Support Packages

In our shop you can purchase the service units as an option and tailored to your needs.

Technical Information

Please note the official system requirements for each application before installation. If your system does not meet these requirements, we cannot guarantee the smooth and stable operation of our software.
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