Support Processing > Support-Order

Terms and conditions for providing support

- In order to carry out support (installation or troubleshooting), a corresponding order must always be placed, on the basis of which billing then also is done.

- Your support order will be accepted by our support hotline or by written notification of a fault and the order to rectify it.

- When creating the support order, it is helpful to provide appropriate information (error description) to enable the support staff to localise the cause of the fault as quickly as possible and rectify it.

- Your support order will be confirmed by us via email, stating the error description and the type of billing.

- The computer system used by the customer, consisting of hardware and software (operating system), is an essential component of the labelling system to be set up.

We must assume the provision of an error-free computer system, as well as the user's knowledge of the virus software used on it, restricted Internet connections, blocked ports and the like.

If increased support times result from faulty or blocked computer systems, we must charge for these expenses.

- We ask for your understanding that we will charge for support costs even if it turns out after extensive troubleshooting that there is a device defect that can only be rectified by our in-house repair service,

that there is a device defect that can only be rectified by a repair service in our company or the computer system must be considered to be faulty,

that further support services are no longer useful without replacing or overhauling the computer system.