How can we help you?
How can our support team be contacted?
Our support processing times:
Monday, Tuesday, Thursday: 9-12 a.m. and 1-5 p.m.
Wednesday: 9-12 a.m. and 2-5 p.m.
Friday: 9 am - 12 pm and 1 pm - 3 pm
During these times, we will process your requests and will also be happy to arrange appointments for you.
(Public holidays in North Rhine-Westphalia are excluded).
What do I need to prepare?
If the PC fulfils the System requirements?
Are the Windows Updates up to date?
If a ADV contract completed?
If the tool is available for remote access (AnyDesk) installed?
Does the logged-in user have all the necessary rights?
How does telephone support work?
If you submit an enquiry via our ticket system, it is automatically forwarded to the relevant colleagues. We will then contact you directly by phone or email. This enables us to process your enquiry in a targeted manner and as quickly as possible.
Our usual response time is 48 hours, However, delays may occur in exceptional cases.
What does the support cost?
You have the option of concluding a service contract with us. The contract covers support for all products included in the Compatibility list are free of charge. Here you can request a quote for a service contract.
If you do not have a service contract or need help with products that are not on our compatibility list, we charge a flat rate of €37.50 for support with remote access for the first half hour. Support that exceeds half an hour costs €1.85 per minute.