Contacting the helpdesk

We do our very best to provide a high quality customer support service. This page describes how you get answers fast.

Getting an answer fast

Contact On the Support page you can type in your question and our virtual assistant will automatically search for an answer. Also check out the Frequently Asked Questions and the Documentation. These resources will give you the fastest answer.

Helpdesk support

Contact Didn't find your answer? Feel free contact us. If you have an account, log in first. You can then contact us using the contact form.

Using this method your question will be answered very quickly.

Urgent questions (High priority)

Contact If it's an urgent question, send a priority support ticket. Your inquiry will receive priority over other pending tickets.

For priority support we charge a small amount. This is why:

Previously our customers could choose between low, medium and high priority. "Urgent" seems to have a very wide definition. Unfortunately there were customers who only sent high priority tickets, also for questions that can be found in the documentation. Because of this the real urgent tickets were sometimes queued.

It's not our intention to earn a lot with premium support tickets (the amount is too low for this). The aim is to deliver a quick response to urgent problems where the amount acts as a filter.

Response time

The response time of our support service is usually between a few minutes and a few hours on weekdays, depending on how busy it is. Tickets sent before 4 p.m. are almost always answered on the same business day.

Standard tickets are answered every business day, including Saturday mornings
Priority tickets are also answered on Sundays and holidays

Our support service has a fair use policy: in case of abuse, other tickets are given priority, even if they were sent at a later time. This way we can keep the help desk fast, efficient and free.

In these situations, a response may take longer:

When sending an excessive number of messages
When sending a large number of questions that can be found in the documentation or frequently asked questions
When it appears that the steps from a previous solution have not been read or executed

Support response time

Frequently Asked Questions

Can't I just send an email? What's your email address?: Unfortunately not. The main reason for this is that the volume of inquiries is too large to be able to be treated efficiently by email. Support tickets make it a lot easier to link inquiries to an account and to previous inquiries.
Can I contact you by phone?: Refer to the answer in our FAQ.
I want to attach a screenshot, photo, logo or a file: You can attach files when you are logged in.

Tips for contacting us

Use the internal support system: The number of contact channels is limited. This way an inquiry can be handled much faster and more efficiently.

Please do not reply to automatic e-mails, the e-mail addresses do not work. Do not use forums or social media: inquiries via these channels are not monitored by us.
Describe the problem specifically: Our software has a lot of features. An inquiry is usually about a specific part. Please provide enough information so we don't have to ask for extra details so we can help you faster.
Ask one question per ticket: Otherwise your ticket with multiple questions can be queued because one of the questions can not be answered immediately.

Thank you for taking these recommendations into account. This way we can keep our support service fast, efficient and free.

Next page: Appendix 1: security and privacy

Starter Wiki

Frequently Asked Questions Contact