If you have already purchased products from us and have questions about their use and/or integration, our support engineers are the right people to contact.
To ensure the ideal support for you, we have prepared different support packages for you.
Our basic support is open to every customer. You can send us your inquiries by e-mail and our support engineers will take care of your request promptly.
If you need assistance within a guaranteed response time, our Premium Support is the right choice. Within 12 working hours, from receipt of your request, you are guaranteed to receive a qualified answer.
If you would like to entrust us with the support of complete systems and plants and/or agree individual reaction times, we will be happy to conclude individually designed SLA agreements with you.
If you have any questions regarding the use and/or integration of our products, our team of specialists will be happy to assist you. Please make sure that you have the latest technical documentation for the respective products before contacting our support. You can find them either in the "Documents" tab of the respective product in our IoT Shop or on the websites of the respective manufacturers.
Please be sure to include the following data with your support request:
- Company, contact person, phone and email
- Article no., quantity, serial number / IMEI
- a description of the problem as precise as possible
This is the only way we can guarantee a speedy processing of your support requests.
Please note that we cannot provide basic instruction in certain topics as part of our product support. We also cannot provide support for third-party hardware and software that will be used in combination with our products. If a support request goes beyond our product support, we are happy to offer you our project support or our individual services in this case. Your sales contact person will be happy to provide you with an offer tailored to your needs.
- Support for our products
- Prioritization of your support request
- Guaranteed initial reaction within a maximum of 12 working hours during working hours (09-17 h, Monday - Friday)
- Contact by email and additionally by telephone callback service
- Support from our support technicians, if possible also by remote maintenance
Service Level Agreement:
- Support of your specific application
- Our technicians will also familiarize themselves with your specific task and support it within the agreed framework
- Agreement on project-specific support and service options
- Ongoing support via individual service contracts
- One-time according to offer or time expenditure
Service and support:
Consulting, conceptual design and support in the use of standard products from the segment: M2M data transmission (routers, data loggers & gateways etc.) billing per day.
System development and engineering:
Hardware & software development, consulting, support and project management for the conception and development of customer-specific solutions (design-in) by the m2m Germany development department. Billing per day.