Below you will find general information about our support services.
For further details, please refer to the
Allgemeinen Geschäftsbedingungen (AGB) 


Phone: +49 (5251) 304 636
Contact form: Support request 

Support hours

Monday to Friday from 9am to 5pm CET.
Deviating support availability information will be communicated via our blog, forum or in the opening email for tickets.

Response times

Next business day at the latest, but usually within four hours during regular support hours.
Priorities are set and monitored by the support team, enabling a faster response to critical issues.

If you contact us

All end customers who have concluded a valid manufacturer support or comparable contracts with Net at Work GmbH are entitled to support. End customers who have not purchased manufacturer support must open a ticket via their reseller/service provider or apply for chargeable support via our sales department.

In case of queries regarding existing tickets, please have the ticket number ready. You will find this in the subject of the opening email or in the ticket communication, represented as “NAW-xxxxx-ZxZxZx” (x is a number, Z is a letter).

If you open a new ticket by email, please refer to the Knowledge Base article Troubleshooting in case of problems. Please include all necessary information.

If you open a ticket by phone or via the contact form, please submit additional information if needed after you have received the opening email.
Please note: The more information you provide us with at the time of opening, the more targeted and faster we can respond to your request.