SUPPORT

Support request

If possible, please use the support request form in CDH Cloud 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 CDH Cloud

In CDH Cloud go to Support > Support by email
Fill out the support request as detailed as possible

Support Request about Knowtronic Terminals

In CDH Cloud go to Maintenance > Site List
Right-click on the site and click Report an error / Get support
Select the terminal from the drop-down menu in the support request form
Fill out the support request as detailed as possible

Submit support request

If, for any reason, you are unable to fill out the support form in CDH Cloud, you can use this alternative form to submit a support request or send an email directly to support@knowtronic.com.

For general inquiries about our products and services, please click here to submit a general request, or send an e-mail directly to sale@knowtronic.com.

You can also reach our support team by calling our main number:

+45 69 17 69 40

When requesting support, please include the following information:

Your name
Company name (as shown in CDH Cloud)
Email address
Phone number
Site name or number (as shown in CDH Cloud)
Terminal ID (TV-ID number, as shown in CDH Cloud)

Describe the issue as clearly and thoroughly as possible:

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

Providing this information from the start helps us assist you more quickly and effectively. Thank you in advance!

Conditions

Knowtronic Payment Terminals

A support agreement provides you with access to support for your Knowtronic payment terminals.

CDH Cloud

Support is offered every weekday between 8 AM and 5 PM (CET).

Support for CDH Cloud is included in the price of your web application subscription (www.codatahost.com).

Response Time

Remote Support (via email and phone) is available every day between 8 AM and 5 PM (CET).

Response times may vary depending on the number of incoming support requests and the nature of the issue.

Our targeted response time limits are as follows:

Weekdays

Between 8 AM and 5 PM.

Requests for support will be answered as soon as possible upon receipt.

Between 6 AM - 8 AM and 5 PM - 10 PM.

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

Weekends and Holidays

Between 6 AM and 10 PM.

Requests for urgent support will be answered as soon as possible, within five hours. Urgent support includes cases where terminals do not accept payments. Other support requests, such as support for CDH Cloud, will be handled on the next business day.