The support tickets have to be an effective and constructive way to solve the issues together.

Not considered as support:

  • Issue of a character there can’t be solved within the ticket in the Support & Support Center
  • Issue of the type, we can’t solve within a short and effective dialog on max. 2-3 replies
  • Issue on a support level not covered by the customer’s agreement and/or assurance

Example of issues not considered as support:

  • Phone, online and on-premises meetings
  • Information gathering
  • Material analyzing
  • Diagnostic of installation
  • Specific installation issues
  • Service issues
  • Development



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