If you experience problems while using one of our products please contact our support desk.
Support - Instructions
For technical questions, please contact:
- Our support forum. Please check our support forum first before contacting our support department. You will probably find the answer to your question there, if not then contact our support department.
- Our support department can be reached at This email address is being protected from spambots. You need JavaScript enabled to view it.
- For urgent matters, please contact us during office hours at (+31) (0)85-489 49 04.
TeamViewer Quick Support - Download Client Module
For remote assistance, an employee of the Raxco Helpdesk, may ask you to run TeamViewer Quick Support Customer Module.
Description:
- Please download and run the Raxco - TeamViewer Quick Support Customer Module
- Provide us then the authentication information specified in the Raxco QuickSupport window.
- Then a remote session can be started by a Raxco Support employee.
Support Guidelines and Pricing
In case of a valid maintenance agreement, a customer is entitled to:
- Solving software issues:
Telephone support (9-17, weekdays) *).
Email support (9-17, weekdays) *).
If necessary, escalation to the manufacturer - Depending on the vendor, updates, upgrades and patches will be available for your product.
Installation of updates, upgrades and patches are not included.
The maintenance agreement does not include:
- Work performed outside the above hours
- Onsite activities
- Installation (remote or onsite) upgrades, updates or patches
Billable work will only be done after receiving a confirmed service order.
This is subject to the following fees (ex. travel expenses):
- Starting rate (including 30 minutes of support) € 75, - ex. VAT
- After each 15 minutes or a part of 15 minutes € 25, - ex. VAT
- Travel expenses are € 200, - excluding VAT (within the Netherlands and Flanders)
Work performed outside the standard support hours (9-17h, working days) will be charged accordingly the following rates:
| 17-20 hours | 150% |
| 20-23 hours + Saturdays 7-23 hours | 175% |
| 23-7 hours + Sundays and Holidays | 200% |
| 7-9 hours | 150% |
Work outside the standard support hours can be performed only if a support representative is available.
