Support Processing

We are there for you.

Due to the ever-increasing complexity of operating systems, very few of our customers are able to install and maintain their labelling systems themselves.

That is why eXtra4 Software & Service GmbH (a subsidiary of Ferdinand Eisele GmbH) has qualified support staff on hand to ensure that your labelling system runs as smoothly as possible.

In order to ensure that our support covers our costs and is therefore sustainable, we have introduced a billing system through which our support services are settled on a regular basis.

eXtra4<Support> Credit

When you purchase software and hardware, you acquire a quota of support credit, depending on the type and edition of the software or the complexity of the hardware, which is available to you when you install the software and hardware.

As a rule, the support credit granted is designed in such a way that the installation of the purchased software or hardware can usually be handled entirely using that credit.

eXtra4<Support> Processing

If the credit from the purchase of software or hardware is not used up during installation, it is available for an unlimited period of time for subsequent support services.

In a few, very rare cases, the credit balance for installation support may not be sufficient. Especially if the customer's computer system is so complex or faulty that the usual installation routines do not work.

If the installation effort exceeds the available credit, the additional effort will be billed separately.

Even after the label printing system has been successfully installed, situations regularly arise that require us to provide support:

- Breakdown of the computer hardware used (hardware crash)

- Breakdown of the operating system used (software crash)

- Unexpected changes in the operating system due to operating system function updates

- and many more...

It is precisely the unnoticed changes in a computer system that make successful support very time-consuming or, in rare cases, even impossible

Remuneration entitlement

It is particularly annoying for both sides if the cause of the fault cannot be found at all and therefore the fault cannot be rectified.

If in such cases it is not recognisable that the fault was caused by the software or hardware supplied by us, we reserve the right to charge for the services provided as a system analysis.