weclapp Support

Tailored to your needs

We are here for you ♥

weclapp offers free email support, a telephone support hotline with helpful employees, and a 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

for all weclapp customers

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

for customers with bronze, silver and gold support

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

for customers with the Silver and Gold support packages

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

for customers with the Platinum 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 the 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.

Consultation features

Profit from our unique service. The Gold support package gives you the option to express your individual desired features. Of course it should not only be a simple review of the features 😉

Support packages in detail

  • Number weclapp users
  • weclapp Support Portal Online access to weclapp Knowledge Base
  • Software Updates Regular free updates
  • Email support Requests 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 times from 9 am to 5 pm. Example: The response time is 16 hours. If you create a support ticket on Wednesday at 3 pm, we will process your request by Friday 3 pm
  • Telephone support hotline
  • Requests by phone
  • Remote assistance Remote maintenance at your workstation via Teamviewer
  • API questions
  • Ticket prioritization
  • Fast-Lane Support Fast processing
  • 3rd Level Support by developers (ticket system)
  • Emergency support
  • Consultation Features Discussion of feature requests
  • Setup support
  • User training
  • Process workshop
  • ERP consulting
  • Minimum contract period
  • Basic
    0 per month
    • up to 1
    • 48h
    • -
    • -
    • -
    • -
    • -
    • -
    • -
    • -
    • -
    • O
    • O
    • O
    • O
    • from 12 months
  • Bronze
    99 per month
    • up to 10
    • 16h
    • 10 per month
    • -
    • -
    • -
    • -
    • -
    • O
    • O
    • O
    • O
    • from 12 months
  • Gold
    399 per month
    • up to 40
    • 4h
    • 40 per month
    • O
    • O
    • O
    • O
    • from 12 months
included
not included
Opaid

The prices refer to a term of 12 months with annual billing. We also offer other terms and billing intervals, at which other prices apply. Please contact our sales team at Tel.: +49 69 333 90 1888 or write to sales@weclapp.com

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.

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.