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Support Policy

Last updated: 09.09.2025

1. Support availability

We offer support exclusively to existing customers who are already registered and active on our platform.
New customers are asked to first make an appointment with our sales team to arrange a free demo.

We offer customer support for our SaaS services at the following times:
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• Standard support hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. (CET)

• Excluded: public holidays in the Baden-Württemberg region, Germany

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2. Support channels

Customers can reach our support team via the following channels:

3. Multi-language support

We offer support in the following languages:

  • English
  • German

Customers may submit inquiries in any of the supported languages. We will respond in the same language whenever possible. If a support agent is not available in the requested language, we will respond in English and may follow up in the preferred language as soon as possible.

Please note that response times may vary slightly depending on language availability.

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4. Scope of our support services

Our support services include assistance with the following topics:
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• Troubleshooting technical issues related to the SaaS platform, including its APIs

• How to use features and functions

• Error message and troubleshooting

• Inquiries about accounts and statements

The following services are not included in our support services. For more information, please contact our sales team or your account manager:

• Tailored development or integration services

• Issues with third-party software or hardware

• On-site support

• Advanced training that goes beyond standard implementation. You can find more services on our service page.

5. Onboarding and training

As part of onboarding a new customer, we offer user training tailored to various roles and functions (e.g. for company administrators, data managers, etc.).
These trainings ensure that all participants can use the platform effectively and securely.

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6. Response times and solution objectives

*Processing times are estimates and may vary depending on the complexity and cooperation of the customer.

7th Service Level Agreement (SLA)

We strive to meet the above response times, but these are targets and not guarantees unless otherwise stated in a separate SLA agreement.

8. Customer responsibilities


To help us provide you with effective support, we expect our customers to:

• Provide detailed information about the problem (screenshots, error messages, steps to reproduce)

• Collaboration in troubleshooting

• Update contact details

• Specify the preferred language for support when submitting a request

10. Escalation process

If an issue isn't resolved within the target resolution time:
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• Level 1: Assigned Support Agent

• Level 2: Support Manager/ Technical Director

• Stage 3: Review by management (in case of violations of contractual SLAs)

11. Changes to the Support Policy

We reserve the right to change this support policy at any time. Changes will be notified via our website or via email notification. The latest version is always available online.

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