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Support

cRM

1. Inclusive Basic Support

Duration 30 days

Start
Begins on the date that you first contact our technical support department. Neither date of purchase nor date of registration are relevant.

Hotline
T +49 (0) 7531 90 60 20
Monday through Friday from 2.30pm to 5pm. (C.E.T.)
http://www.combit.net/en/support.aspx
support@combit.net
F +49 7531 90 60 23

2. Support with Point Card

When: After the expiration of basic support or outside the telephone support hotline hours you can access our support by using your point card number. Please hold your number ready when calling.

Hotline
Monday through Friday from 2.30pm to 5pm (C.E.T.):
T +49 (0) 7531 90 60 20
Outside these hours, during our business hours:
T +49 (0)7531 90 60 10
http://www.combit.net/en/support.aspx
support@combit.net
F +49 (0) 7531 90 60 23

Settlement
1 point = 1 telephone hotline contact during hotline hours, Monday - Friday 2.30pm - 5pm (Central European Time), per incident, per 15 min

1 point = 1 written support contact, per incident, via email, Internet or fax.

2 points = 1 telephone hotline contact during combit office hours, but outside telephone support hotline hours, per incident, per 15 min. Access via the combit sales department

Conditions
For pricing and online order options please see our Online Shop.

Important to Know

Due to the complex nature of some questions, it is sometimes not possible to answer them by telephone. In this event, written communication is preferred. In some cases you might have to send us the affected files by e-mail, for example, in the event of queries about scripts, title macros, input mask creation, output mask creation (e.g. transfer masks, label-, list-, formula templates), the document container.

Our support services provide assistance, but do not include actual execution, realization or project solution. Our competent solution partners are happy to carry out adjustments.

Depending on how complex the problem is, the support services for modified scripts or scripts you have developed yourself may not be covered by our Basic Support and are invoiced as customizing or adaptation. This is clarified by our support staff at the beginning of your support query so that you always know the status and what your options are.