Support

Support Request

If possible, please use the support request form in coDatahost to submit a support request. It is easier for you, and it will provide us with the information we need to attend to the issue.

Support Request about coDatahost

  1. Go to Support - Support by email
  2. Fill out the support request as detailed as possible

Support Request about Knowtronic Terminals

  1. Go to Maintenance > Site List
  2. Right-click on the site and click Report an error / Get support
  3. Select the terminal from the drop-down menu in the support request form
  4. Fill out the support request as detailed as possible

Support Agreement

If your company has a support agreement, you can also go to Maintenance > Site Status to find this option. 

Submit Support Request

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If for some reason you cannot fill out the support form in coDatahost, you can fill out this form to submit a support request, or send an email directly to support@knowtronic.com

For general questions about our products and services, please click here to send a general request or send an email to sale@knowtronic.com.

You can request the number of our Support Line for urgent problems.

Always state the following information when you request support:

  • Your name
  • Company name as shown in coDatahost
  • Email-address
  • Phone number
  • Site name (or number) as shown in coDatahost
  • Terminal ID: Shown as TV-ID number  in coDatahost

Describe the problem as detailed as possible in the message:

  • How and when did the problem occur?
  • How serious is the problem?
  • What is the consequence of the problem?

We can help you better and faster when we get the information we need from the beginning. 

Thank you in advance!

 

 

 

Conditions

Knowtronic Payment Terminals

A support agreement will give you access to support on your Knowtronic Payment Terminals.

If you don't have a support agreement, you will be invoiced each time we support you.

Please contact us to get information about prices, conditions etc.

CoDatahost

Support is offered every weekday between 8 am and 4 pm (CET).

Support of coDatahost is included in the price you pay to use the web application (www.codatahost.com).

You can download FAQ and manuals on www.codatahost.com

Response Time

Remote Support (by email and phone) is offered every day between 6 am and 10 pm (CET) for customers with a support agreement. 

For customers without a support agreement, remote support is offered every weekday between 8 am and 4 pm (CET)

The response time may vary according to the number of support requests we receive and the nature of the support request.

However, for customers with a support agreement these are our targeted response time limits:

Weekdays
between 6 am and 6 pm

Requests for support will be answered immediately as they are received

Weekdays 
between 6 pm and 10 pm 

Requests for support will be answered as soon as possible within two hours

Saturdays and Sundays 
between 6 am and 10 pm 

Requests for support will be answered as soon as possible within three hours

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