Support Portal and Online Documentation

In order to respond even bettor to questions and suggestions, WEBfactory has set up a Support Portal that makes communication, faster, more structured, and above all more transparent.

Know what the actual status is at any time, and in addition obtain all information concerning product announcements and updates. Access to the WEBfactory Support Portal is free-of-charge for customers.

You can reach our customer support portal via the following link:

You can find our online documentation here:

Our support services for you.

  • Service hotline available during normal office hours (8:00 a.m. to 5:00 p.m. CET)
  • Ticket system with web portal and online tracking
  • Classification and handling of malfunctions according to the ITIL standard
  • Guaranteed response times depending on SLA
  • Online – product documentation with Knowledgebase
  • Remote troubleshooting support
  • Access to the latest software releases

Classification and Response Times.

Level 1:  A malfunction that prevents operation exists if the use of a maintained program is impossible, for example due to malfunctions, incorrect work results or response times.

Level 2:   An operational disruption is present if the use of a maintained program is only possible to a very limited extent and the malfunction cannot be circumvented by justifiable organisational measures.

Level 3:   A malfunction restricting the operation exists if the usability of the program is restricted, this defect can be compensated for at short notice by the customer’s own performance, but the existence of the defect restricts the mode of operation of the program to such an extent that the customer cannot reasonably be expected to continue using the defect until the next release is delivered.

Level 4:   Non-essential, other disruptions are those that have no decisive effect on the usability of the software. Such malfunctions will be remedied in one of the next releases as part of the normal further development of the Software.

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