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:

+45 69 17 69 40

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.

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).

Response Time

Remote Support (by email and phone) is offered every day 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.