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
Support Agreement
If your company has a support agreement, you can also go to Maintenance > Site Status to find this option.
If your company does not have a support agreement, you can still submit a support request. Upon submission, you will receive pricing information.
Submit support request
If, for some reason, you cannot fill out the support form in CDH Cloud, you can fill out this form to submit a support request, or send an e-mail directly to support@knowtronic.com.
For general questions about our products and services, please click here to send a general request or send an e-mail to sale@knowtronic.com.
You can reach the support by calling our main number:
Always state the following information when you request support:
- Your name
- Company name as shown in CDH Cloud
- Email-address
- Phone number
- Site name (or number) as shown in CDH Cloud
- Terminal ID: Shown as TV-ID number in CDH Cloud
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.
CDH Cloud
Support is offered every weekday between 8 am and 5 pm (CET).
Support of CDH Cloud 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 8 am and 5 pm (CET) for customers with a support agreement.
For customers without a support agreement, remote support is offered every weekday between 8 am and 5 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 8 am and 5 pm.
Requests for support will be answered as soon as possible after receival.
Between 6 am - 8 am and 5 pm - 10 pm.
Request 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 does not accept payments. Other support cases, for example support for CDH Cloud will be dealt with the first coming weekday.
