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Support Conditions
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Support Conditions

We will try to help you as fast as possible. If we can see that it might take a while, we will contact you and let you know.

The cost depends on the amount of time we spend. For smaller support cases (up to 15-20 minutes) we will charge a flat fee. For support cases that take longer, we will charge by an hourly rate (for the time that we actually spent on the case). You can always tell us not to invest more than a specific amount of time on a case. Please let us know how much time you are willing to invest.

SupportPrice
flat fee15 Euro
(plus VAT, where applicable)
time-based60 Euro / hour
(plus VAT, where applicable)

What you should let us know In order to speed up the whole process, we kindly ask you to send us screenshots of error messages or the problematic files directly.
We guarantee that your files will only be used for answering your request. At no time will a third party have access to your files.

Response time
We will endeavor to answer your questions as quickly as possible. Support requests are processed in the order we receive them. Usually, you will receive an answer within one working day; the latest within 2 working days.

Invoicing You will receive an invoice from us at the end of each quarter (or at other intervals, for example monthly, if you wish) with a list of your support cases. Payments can then be made either by Paypal or by wire transfer.

Availability
Monday to Friday from 9.30 am to 6 pm (CET) under +49-228-323-0707 or support@zaac.de