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NovaTec Support

Our qualified and experienced support team will be happy to help you in case of problems. Please understand that this service cannot be offered free of charge. You can either obtain support tickets or sign a service level agreement.

The following reglementations apply for support tickets:

  1. Support tickets are valid for support services during our office hours (Monday to Friday from 09:00 a.m. to 04:00 p.m. ).
  2. For support outside office hours we calculate a surcharge.
  3. Support tickets include max. 60 minutes of support servie and are only valid for the corresponding support case.
  4. Opened support tickets expire within one month after assignment.
  5. Unused support tickets expire within three months after assignment.
  6. Support tickets dnerver include a guaranteed response time but we make an effort to solve the problem promtly.
  7. Support tickets have to be ordered one week ahead of the desired service date.
  8. Support can only be supplied in german or english language.
  9. Terms of payment: Issue of invoice with terms of payment as apply to you as soon as the order is placed.

For larger projects we recommend to sign a SLA. Should you have questions on this topic please contact us.

 

 

 

 

 

 

 

 

 

 

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