🆘 Support – getting the right help quickly
If something does not work as expected, we are happy to help. So that we can react quickly, please follow the notes on this page.
📬 How to reach us
- E‑mail: support@kundenkartei.ch
- Subject: a short, meaningful title (e.g. “Cannot log in – Chrome – today 09:15”)
- Response times: on working days during business hours
Tip: for outages or urgent faults, use a clear subject with “URGENT”.
✅ A checklist for your support enquiry
Please include the following information – the more precise it is, the faster the solution:
- What did you want to do? Describe it briefly (module/page, sequence of steps)
- What happened? The expected vs. the actual behaviour, the error message
- Time and environment:
- Date/time
- Device/browser (e.g. Windows/Chrome, iPhone/Safari)
- URL (if relevant)
- Screenshots or a short screen clip
- The data affected (e.g. customer “Müller GmbH”, invoice 2025-123)
- Have you already tried something? (Reload, another browser, cleared the cache)
Note: avoid sending personal data in plain text in e‑mails. Redact sensitive parts in screenshots.
🚦 Classifying the urgency correctly
- Critical: the system cannot be used, a major outage
- High: a business-critical function is disrupted (e.g. invoices, payments)
- Normal: an error with a workaround, a display problem
- Low: a question, a suggestion for improvement
We prioritise according to that assessment and get back to you as soon as possible.
🔄 Remote support (optional)
On request we can arrange a short remote appointment:
- Screen sharing via common tools
- Propose a time slot in advance
- Share only the relevant windows
Data protection: you decide what is visible. Close any applications/windows you do not need beforehand.
🔐 Data protection and security
- Do not send passwords. We will never ask for credentials.
- Only share API keys masked/shortened.
- GDPR: we process support data exclusively to handle your enquiry.
🧩 Quick self-help (short solutions)
Before you write, these steps often help:
1) Cannot log in
- Check the user name/password; enable the password display
- Reset the password and try again
- Test another browser, clear the cache
- If problems persist: contact support with a screenshot/error message
2) E‑mails do not arrive
- Check the recipient address, send a test mail from your own mail program
- Check the spam/junk folder, mark the sender as “Not spam”
- Test the sender/SMTP in the settings
- Have the domain entries (SPF/DKIM/DMARC) checked
3) The data import/migration is taking a while
- Wait 10–15 minutes, log in again
- Check whether the export ran without errors
- If there are discrepancies: state the time, the scope and the objects affected
4) The display looks out of date
- Reload the page, use “Refresh” in Go
- Clear the browser cache
- For the catalogue/prices: wait for the synchronisation
❓ Frequently asked questions (FAQ)
How quickly will I get an answer?
Usually promptly on working days during business hours; faults are prioritised.
Can I get in touch by telephone?
Primarily by e‑mail. For complex cases we will suggest a short remote appointment.
How do I report suggestions for improvement?
By e‑mail with the subject “Feature Request”. Briefly describe the benefit, the target group and the urgency.
Are support cases logged?
Yes, for quality assurance and follow-up (ticket history).