Support Packages
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
DP Agreement Details Download TeamViewer