List & Label 13 or higher

List & Label is available as a Professional Edition and Enterprise Edition in the form of a subscription, or as a simple Standard Edition.

Support available within the framework of the subscription in the Professional and Enterprise Edition

The subscription includes all service packs, all feature-updates and all updates to main versions (version changes before point) during the period of validity. In addition, we are available by telephone or e-mail for your support questions from 9am to 12am and 2pm to 5pm (CET) directly. Outside these hours, when reaching our sales & service team, you may ask for a call-back.

If you have purchased the Professional or Enterprise Edition on CD, service packs and interim upgrade are available to you by download. Each main version is sent to you on CD. If you have selected the download delivery type, your main versions are also available by download. Download of service packs. Please don't forget to register your List & Label license in advance.

The period of validity of the subscription and therefore of the related support is for one year. Providing you do not cancel your subscription in writing at a period of notice of 3 months before the end of the contractual year, it is extended automatically for an additional contractual year.

Support for subscription customers

• Including
• Access by naming your serial number. Please don't forget to register your List & Label license in advance.
• By phone: from 9am to 12am and 2pm to 5pm (CET). Outside these hours, when reaching our sales & service team, you may ask for a call-back.You are given a special telephone number with your Professional or Enterprise Edition.
• By e-mail: support form

As an Enterprise Edition customer you are given preferential support treatment.

Standard Edition customer support

The economic Standard Edition is supplied in its simplest form, i.e. no subscription and therefore no support. You save money by helping yourself via access to knowledge base and newsgroups. The Standard Edition includes all ServicePacks for the duration of one year after purchase.
ServicePack downloads. Please don't forget to register your List & Label license in advance.

But the Standard Edition doesn't mean that you're left out in the rain. You can take advantage of our support services on a time and material basis. They are settled at a price of € 45 / 15 minutes plus VAT (Billing ist per commenced quarter of an hour). Or you can decide spontaneously to upgrade to the Professional Edition. T +49 (0) 7531 90 60 10. Before support gets into action please fill in, sign and send back the Cost Acceptance Statement.

Should you discover program errors, they can be notified independently.

Licensing version 13 or higher
New in version 14

List & Label 12 and older

Inclusive Basic Support

Duration 30 days

Start
Begins the first time you contact our technical support department. It does not start with your purchase and registration, but when you contact our support services the first time. In the event of free updates or Service Packs, Basic Support does not start again.

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
support@combit.net
F +49 (0) 7531 90 60 23

Availability
Queries by telephone are handled as part of the basic support package in the afternoons between 2.30 and 5 pm free of charge; telephone queries during the mornings are exclusively regulated via support points (see below). Queries by e-mail or fax are not limited to any specific times. 

Support with Point Card

Please note: as of now we do not offer support points for List & Label anymore, however you can use your remaining points up until 31.12.2009. If you have neither Basic Support nor Points you have access to our Support Services with direct payment.

When
After Basic Support has expired

Access
After quoting your Support Point card number

Hotline
Monday through Friday from 2.30pm to 5pm (C.E.T.):
Phone +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
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 (Billing is per commenced quarter of an hour)

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 (Billing is per commenced quarter of an hour). Access via the combit sales department

Unused Points
For List & Label 12 and earlier versions you can use your remaining points up until Dec 31, 2009, after which they are no longer valid. When purchasing List & Label 13 we will credit your remaining Support Points against the purchase cost in form of an itemized bill.

Support with direct payment

When
After Basic Support has expired or after having used up all your Support Points.

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

Settlement
We calculate per quarter hour 45 € net (53.55 € gross). In order to keep the amount of effort to a minimum, and to speed up things in case the worst comes to the worst, we recommend, that you provide us with a confirmation for direct billing asap. So we can immediately respond to your questions or problem reports.