Tailored to your needs
We are here for you ♥
weclapp offers free email support, a telephone support hotline with helpful employees, and fast processing of your requests using a ticket system. Which services are particularly relevant for you and how would you like to contact us in case of need? Choose from our Bronze, Silver and Gold support packages the scope of services that suits you best.
What support options are available?
Anyone using a weclapp product is generally entitled to support. To get support, you send an email in which you describe your problem. This email gets converted into a ticket in our system. Our support staff do their best every day to handle your concerns.
Telephone support hotline
Would you like telephone support for a technical matter? No problem, because this service is included as part of the Bronze support package and higher. Our helpful support and development staff will do their best to correct the error as quickly as possible.
Your tickets in our ticket system will automatically be given a higher priority if you have a Silver or Gold support package. If you want to reduce the response time to your request even further, we recommend our Gold support package.
Individual support package
The Platinum support package is put together specifically according to your wishes. In addition to all the services included with the Gold support package, it contains services specially tailored to your needs. Please contact our sales representatives to receive an offer for a customized support package.
Overview of support packages
Bronze support package
Silver support package
Gold support package
Support packages in detail
|Number of weclapp users||up to 2||up to 10||up to 20||up to 40|
|weclapp support portal (online access to weclapp knowledge base)|
|Software updates (regular free updates)|
|E-mail support (enquiries to firstname.lastname@example.org)|
|1st + 2nd level support (ticket system)|
|Response time (This figure is based exclusively on the period of our service hours from 9-17 hrs. Example: The response time is 16 hours. You create a support ticket on Wednesday at 3 p.m., then we process your request until Friday at 3 p.m.)||48h||16h||8h||4h|
|Telephone support hotline|
|Requests by phone||10 per month||20 per month||40 per month|
|Remote support (remote maintenance at the workplace via Teamviewer)|
|Fast lane support (fast processing)|
|3rd level support (by developers (ticket system))|
|Discussion of features (discussion of feature requests)|
|Minimum contract period||from 12 months||from 12 months||from 12 months|
Do you have over 40 users and need intensive support? We will be happy to assemble an individual and customized offer for you. The price depends on the scope of services.