A support package includes exclusive manufacturer support according to the modern prepaid principle. Learn more about our support packages here.
Service Units
A support package consists of a number of service units you can choose freely.
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, you will receive emails with information about...
Your service number
Contact options
Remote maintenance (incl. DB-Agreement)
Validity
A package is valid until all purchased units have been fully used up
The term is 24 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 TeamViewer
Before the remote maintenance session, you should install TeamViewer 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
The following links provide access to the TeamViewer download, further details about our remote maintenance service and the DB-Agreement: