Support

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Free ticket support

Our support is available for you during our business hours (Monday to Friday from 8 AM to 6 PM german time) via the ticket system for your questions, ideas and suggestions. Please choose the correct department for your request, for example if you have questions about your invoice, you should choose the billing department. If you are unsure about the correct department, please simply choose the "Support" department.

Reaction time: Different, mostly within 24 hours

Please note: Your contract must be eligible for support. sourceDESK Startup licenses for example are limited to report bugs. You have the possibility to upgrade your ticket to a premium ticket in order to get support for another reason.

Priority ticket

You can upgrade any of your tickets to a priority ticket, therefore you will pay for each priority ticket upgrade. The ticket keeps his priority status until the problem is solved. You can be sure when answering that we will get back to you within the reaction time valid at the time of your answer.

Requirement: Ticket is about one problem (or more than one, but problems belonging together)

Reaction time: Currently 4 hours*

Support eligibility: If your contract is not eligible for support, that is no problem. We will handle your priority ticket as this was the case.

The possibility to upgrade a ticket can be found directly in the ticket view. If the reaction time is exceeded, you will get your money back. No further claims can be asserted. The costs for the priority ticket have to be paid regardless of fault.
* Reaction time is dependent of day of week, time of day and holidays at the time of booking. Displayed is the reaction time when booking now. (Mo-Fr 10 AM to 10 PM: 60 min, Weekend/holidays 10 AM to 10 PM: 4 hours, Outside: 12 hours)

12.99 €

per Ticket

Support tickets
Express answer

You need an answer as soon as possible? Our express answer triggers a realtime alert at our support staff - optically and acoustically. Your problem is then analyzed in time and we will get back to you. Of course, the express answer can be combined with the priority ticket.

Requirement: Ticket is about one problem (or more than one, but problems belonging together)

Reaction time: Within 30 minutes

Support eligibility: If your contract is not eligible for support, that is no problem. We will handle your ticket as this was the case for its whole runtime as soon as an express answer was booked once.

The possibility to upgrade a ticket can be found directly in the ticket view. If the reaction time is exceeded, you will get your money back. No further claims can be asserted. The costs for the express answer have to be paid regardless of fault.
* Price is dependent of day of week, time of day and holidays at the time of booking. Displayed is the price when booking now. (Mo-Fr 10 AM to 10 PM: 19.99 €, Weekend/holidays 10 AM to 10 PM: 49.99 €, Outside: 99.99 €)

49.99 €*

per escalation

Support tickets

Telephone

Telephone support

Our telephone support is chargeable and only available with an appointment. There is a advance booking time of two days. You can request availibility for your wished date and time, we will confirm the appointment shortly or make some alternative proposals.

Availibility: Monday to Saturday, 1 PM to 5 PM

Please note: Booking an appointment for a call means that the wished amount of time units is paid in front. An extension of time units during the call is not possible every time.

* 1 time unit is a started quarter of an hour (3 min = 1 TU, 15 min = 1 TU, 16 min = 2 TU, ...)

20 €

per TU* (Mo - Sa)

plus 15 €

only on Saturday

Book appointment
Emergency support

If you have an emergency, we will call you back within ten minutes on the phone number you have provided. Our emergency support is available around the clock on 365 days a year. We help you until your problem is solved.

Reaction time: Within 10 minutes

Support eligibility: If your contract is not eligible for support, that is no problem. We will handle your emergency as this was the case for its whole runtime. This advantage is valid until the problem is solved and also for created tickets about the problem.

If the reaction time is exceeded, you will get your money back. No further claims can be asserted. The costs for the emergency support have to be paid regardless of fault.
* Price is dependent of day of week, time of day and holidays at the time of booking. Displayed is the price when booking now. (Mo-Fr 10 AM to 10 PM: 69.99 €, Weekend/holidays 10 AM to 10 PM: 99.99 €, Outside: 199.99 €)

99.99 €*



Book callback

Remote support

Sometimes, we use remote support software to get access to your computer and solve your problems. You can watch us working on your computer during remote support. To get started with a remote support session, there are two possibilities:

  • During a support ticket, we need access to your system in order to solve the problem. We will ask you for a remote session.
  • If you book our telephone support, you can choose that we will have a remote session without any additional charge. This means you can show us the problems directly. Please make sure that the remote support software is installed on your computer before the session, so we can save the time for the download.

Below, you can download the remote support software we use, AnyDesk, directly from the developer. We deliberately do not use any custom branded version of AnyDesk, meaning you will get the most currect version every time. An installation is usually not required, it is sufficient to run the software on your computer.

Download remote support software

You have questions about our products or need an individual offer? Just contact our excellent support. We are here to help you 24/7.