Support

Below you will find general information about our support. For further details, please refer to the General Terms and Conditions.

Every end customer who has concluded a valid manufacturer support or comparable contract with Net at Work GmbH is entitled to receive support. End customers who have not purchased manufacturer support must open a ticket through their reseller/service provider or request paid support through our sales department.

Contact options

• Phone: +49 (5251) 304 636
• Email: support@nospamproxy.de
• Via contact form: Support request

Remote support via TeamViewer

When prompted by a Net at Work support engineer, start the support programme assigned to you by clicking on the Teamviewer button.

Support hours

• Monday to Friday from 9:00 am to 5:00 pm.
• We communicate deviations via our blog, our forum or in the opening email of support tickets.

Response times

• At the latest on the next working day, but usually within four hours during regular support hours.
• Priorities are set and monitored by the support team, enabling a faster response to critical issues.

General information

• For queries regarding existing tickets, please have the ticket number ready. This can be found in the subject of the opening email or in the ticket communication, represented as "NAW-xxxxx-ZxZxZx" (x stands for a number, Z stands for a letter).
• When opening a new ticket by email, refer to the Knowledge Base article Troubleshooting tips.
• Tell us all the necessary information directly.
• If you open a ticket by phone or via the contact form, submit additional information if required after you have received the opening email.
• The more information you provide us with at the opening, the more targeted and faster we can respond to your request.