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Support - cRM

cRM 5

You can choose between a support contract or support services on a time and material basis for your combit Relationship Manager.

Support form cRM 5

Hotline
T +49 (0) 7531 90 60 20
F +49 (0) 7531 90 60 23

Support Times
Our Support Team is available for you Monday through Friday from 9am to 12am and 2pm to 5pm (CET). During our remaining office hours (8:30am to 6pm) please ask for a callback.

Cost Flatrate

1-10 Users 600 € per annum / 50 € per month
11-25 Users 840 € per annum / 70 € per month
26-50 Users 1080 € per annum / 90 € per month
(Prices for more users on request)

Monthly Fee Applies only in combination with a rental license. Minimum duration is also 1 year or at least for the duration of the lease.

Fees for support on a time and material basis

We charge 2,50 € per minute. Depending on the amount we will bill you monthly or quarterly.

All prices excluding VAT. Terms and conditions apply.

cRM 2007 and older

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
Monday through Friday from 2.30pm to 5pm. (CET)
T +49 (0) 7531 90 60 20
F +49 (0) 7531 90 60 23
Support form

Support Times
We take calls from customers with Inclusive Basic Support in the afternoon from 2:30pm to 5pm (C.E.T.) free of charge. For calls in the morning Support Point fees apply (see below). You can send your support request by email or fax anytime.

Support on a time and material basis

When
After Inclusive Basic Support or if you have used all your Support Points. Or if you want to save money and don't want a Support Contract .

Settlement
Calls are settled to-the-minute at 1 min / 2,50 € net. Contact via our support form with optional callback or reply by email by next combit working day. combit will bear the costs of your telephone call.

Support with Point Card

Please note
As of now you can no longer purchase support points for cRM 2007 or older. However, you can use remaining support points thru Dec 31, 2009. If you don't have a contract for Inclusive Basic Support you can use our support on a time and material basis.

When
After the expiration of your Inclusive Basic Support or outside the support hotline hours you can access our support by using your point card number.

Access
Please hold your number ready when calling.

Hotline
T +49 (0) 7531 90 60 20
Monday through Friday from 2.30pm to 5pm. (CET)
Outside these hours, during our business hours:
T +49 (0) 7531 90 60 10
F +49 (0) 7531 90 60 23
Support form

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, support form 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.

Left over Points

For cRM 2007 or older you can use remaining support points thru Dec 31, 2010 or let us deduct them from an update or a new support contract. After Dec 31, 2010 leftover points will expire.

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.