weclapp Support
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?
Email support
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.
Ticket prioritization
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
Telephone support
Our helpful employees are available to you via the weclapp telephone support hotline at any time during our working hours and are happy to handle your concerns. Should you have a bigger request, no problem at all, because you can submit up to 10 requests per month by phone.
Remote assistance
The Bronze support package includes practical remote maintenance. If you have a problem, our support staff will be happy connect via Teamviewer. You stay comfortably at your workplace.
Silver support package
Ticket prioritization
Benefit from prioritized processing of your requests. By prioritizing your tickets in our ticket system you will receive answers to your questions and the necessary help from our motivated support and development staff. This ensures that you can resume your daily business activities.
Fast-lane support
Our employees are happy to support you. They will process your request as soon as possible. Our response time is under 8 hours. Fast processing is ensured by fast-lane support.
Gold support package
Emergency support
In urgent cases, you can count on our emergency support. Our competent support staff and developers will do their utmost to solve your problem as quickly as possible so that you can get back to your daily business. We are there for you with a fast response time of just 4 hours.
Full capacity
The Gold support package assists your large weclapp system up to 40 employees. Telephone support for 40 calls per month and response times of less than 4 hours ensure that your processes can run smoothly.
Support packages in detail
| BASIC | BRONZE | SILVER | GOLD | |
|---|---|---|---|---|
| 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 support@weclapp.com) | ||||
| 1st + 2nd level support (ticket system) | ||||
| Operating questions | ||||
| Response time (This figure is based exclusively on the period of our service hours from 8:30-18 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 (max. 30 min) | 20 per month (max. 30 min) | 40 per month (max. 30 min) | |
| Remote support (remote maintenance at the workplace via Teamviewer) | ||||
| API questions | ||||
| Ticket prioritization | ||||
| Fast lane support (fast processing) | ||||
| 3rd level support (by developers (ticket system)) | ||||
| Emergency support | ||||
| Setup support | ||||
| User training | ||||
| Process workshop | ||||
| ERP consulting | ||||
| Minimum contract period | from 12 months | from 12 months | from 12 months | |
| 0€ | 119€ | 249€ | 499€ |
| included | |
| not included | |
| paid |
Assistance when needed
Basic email support via ticket system is included as standard with all our support packages. If you want to shorten the response time or purchase telephone support, we recommend our Bronze, Silver and Gold support packages.
We will support you in getting started
If you need help with the introduction of your weclapp system, we recommend our various onboarding packages. You can choose the scope of services that suits you individually. This way you only pay for the services that are really relevant for you.
Platinum support
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.