Maintenance and support
OUR SOFTWARE MAINTENANCE
IS YOUR INVESTMENT PROTECTION
We offer the provision of
- individual support & maintenance contracts
- regular product updates
- Reviews to customize your software
(e.g. to changing requirements in your company)
QUESTIONS OR PROBLEMS?
Our experienced experts at the Service Center are happy to help!
Whether you have a support contract or not, you can submit your request by phone or via Ticket Tracking.
A support representative will get back to you promptly to answer your question or resolve your issue.
Support via remote maintenance
Teamviewer is a free software that allows you to hold online meetings. For a quick diagnosis, we look at your application with Teamviewer and can understand your request directly and quickly.
Notes on Team Viewer usage
By starting the TeamViewer software you accept the disclaimer when using TeamViewer:
GEDYS IntraWare GmbH does not assume any warranty for the programs installed on your computer, as well as their protection devices (virus scanner or firewall).
The customer is solely responsible for his data security. Liability is limited to intent and gross negligence.
GEDYS IntraWare GmbH accepts no liability for any disturbances it does not cause, even if they are in time for the support provided.
By pressing the button, you confirm acceptance of the online support agreement and start downloading the Teamviewer software.
Please note that this service is only available to you during our support hours after telephone consultation with our support staff.
The consultant cannot work with you without your express consent.
No third-party programs will be installed on your PC.
It is not possible to remove data from your PC unnoticed and without permission.
You can end the session at any time.
Support without a contract
If you have not yet concluded a maintenance / support contract, individual requests are possible, which will be charged at separate conditions: 78,- Euro per request + 156,- Euro per hour
Support times
Monday – Friday: 09:00 – 17:00 (excluding public holidays)
Extended support hours
on request
NOTES AND FREQUENTLY ASKED QUESTIONS
With a valid maintenance contract you have the possibility to request the new versions of the GEDYS IntraWare GmbH products under maintenance.
Frequently asked questions about your contracts
What is the ID replica?
The replica ID is a unique identification of your installed database. To view the replica ID of a database:
1. Ppen or select the database.
2. Select “File – Database – Properties” and click on the “Info” tab
3. Here you can see the replica ID.
What is the Notes organization?
Please enter the name of the organization of your Lotus Notes/ Domino user ID in the “Notes organization” field.
To find the Notes organization:
If your user name is structured as follows, then the following value is the Notes organization:
Hans Mustermann/GEDYSIntraWare -> GEDYSIntraWare
HansMustermann/suborganization1/GEDYSIntraWare -> GEDYSIntraWare
Hans Mustermann/suborganization1/GEDYSIntraWare/EN -> GEDYSIntraWare
How do I get a maintenance contract?
For an individual offer for a maintenance contract or a product update without maintenance contract please contact us herestating the names and versions of the products used, the Notes Domino server as well as the Notes client version.
What type of maintenance contract is right for me?
You can choose the contract that suits you best from the 3 packages Standard, Pro and HCL Notes Domino. You can find more details here.
How do I get a maintenance contract?
For an individual offer for a maintenance contract or a product update without maintenance contract please contact us herestating the names and versions of the products used, the Notes Domino server as well as the Notes client version.
Where can I find information on compatibility?
You can find them on our page Release-Info-Point.
For inquiries
Please have the following information ready
- Name and version of the products used
- Notes: Domino Server and Notes Client Version
Choose your individual contract package
All information applies to the 5-day week, Monday – Friday: 09:00 – 17:00,
except public holidays
Standard package
- Maintenance: follow-up version and software optimization
- Requests / solutions by e-mail and telephone
- Help via remote maintenance (Remote Access)
Per package
- Maintenance: follow-up version and software optimization
- Requests / solutions by e-mail and telephone
- Help via remote maintenance (Remote Access)
- High priority
- Reduced hourly rate
- Support for your GEDYS IntraWare customizations
HCL Notes Domino
- Maintenance: follow-up version and software optimization
- Requests / solutions by e-mail and telephone
- Help via remote maintenance (Remote Access)
- High priority
- Reduced hourly rate
- Support for your Notes / Domino infrastructure
Submit your support request here or give us a call.
Support request form
Please fill in the form & send it. You will then receive an email with a link to confirm your request. We need the personal data you provide in order to respond to you. After the link confirmation you will immediately receive a message by mail from our service.
