Our support for your Q.wiki

Being personally available for our clients is important to us! You can therefore reach us during our support service hours on two channels: by phone and by e-mail. From local medium-sized enterprise to multinational group – our trained support team will reliably answer your questions about Q.wiki.

 
Q.wiki: telefonischer Support

By telephone

 

Support Q.wiki: kurze Wartezeiten

Your time is precious! Your maximum on-hold time is two minutes before the next free agent becomes available for you.

 

Support Q.wiki: automatischer Rückruf

All agents are busy? We automatically receive a message and get back to you as quickly as possible.

 
Support Q.wiki: Ticketing-System We answer your questions directly or integrate you into our ticketing system – rest assured that you will hear from us promptly!

 

 
Q.wiki: Supportanfrage per Mail

By E-Mail

  • support [at] modell-aachen.de

 

Q.wiki Supportanfrage per E-Mail: first-come-first-served

Your query enters our ticketing system on a first-in-first-out (FIFO) basis. Check your inbox for status updates on your query.

 
Q.wiki Support: kurze Wartezeiten You will promptly hear from us with an answer!

Flexible service for different requirements

Our service concept grows alongside your Q.wiki and flexibly aligns with your needs. Compile your personalised support package for particularly intensive assistance on how to work with your Q.wiki: Add quicker response times or a Technical Account Manager (TAM) to our standard offer.

Available modules at a glance

  Q.wiki Now! Q.wiki Enterprise Technical Account Manager (TAM) »
Contact Support team Support team Your dedicated TAM »
Customised scheduling No No Yes

Customised service processes

No No Yes
Communication channels Telephone, e-mail Telephone, e-mail Telephone, e-mail
Hours of support Mon - Fri
9 am - 5 pm *
Mon - Fri
9 am - 5 pm *
Mon - Fri
9 am - 5 pm *

Response times

  • Critical Issue:
    8 hrs.
  • Major Issue:
    16 hrs.**

No Optional Included

Response times

  • Critical Issue:
    2 hrs.
  • Major Issue:
    8 hrs.**

No Optional Optional
User meeting participation Optional Optional Included
Invoicing by the minute by the minute by the hour,
after 2+ hours by the minute

* Except on national German holidays and official holidays in North Rhine-Westphalia
** The precise definition of Critical Issues and Major Issues has been specified in your Q.wiki Enterprise agreement

 


You have more questions about our support?

Search our FAQ database first for an answer:

For all our customers to enjoy the same conditions, our support is run as a first-in-first-out service, meaning that enquiries are processed in the order they arrive. Enquiries can only be given priority status by adding response times, and for the defined cases only – we kindly ask for your comprehension in this regard.

We categorically invoice all services rendered by our support team. This does not include services which our support team extends because Q.wiki has a bug. Those services are naturally rendered free of charge for you! The important and decisive aspect here is that the bug can be reproduced in our test systems. Bugs that occur because Q.wiki interacts with your local infrastructure (Q.wiki Enterprise) or with customised Q.wiki elements outside configuration limits will always be invoiced. It is possible to access our test system during a Teamviewer session.

Please direct all questions regarding your service sheet to support [at] modell-aachen.de. Our support leader will contact you soon after to discuss the service sheet with you. Please note: Service sheets that are older than four weeks can no longer be queried. Be sure to review your monthly service sheet carefully, ideally immediately upon receipt!

Q.wiki welcomes your ideas and development requests! Kindly send them to feedback [at] modell-aachen.de and describe your preferred feature. The more detailed your description, the easier it is for our product owner to understand your request and rate it. Unfortunately, our product owner is unable to answer each query individually.

Simply send us an e-mail at support [at] modell-aachen.de.

The time it takes to rectify a bug depends on many different factors. We therefore ask for your comprehension that our support team is unable to provide specific details on this. The team member handling your request will inform you during the next scheduled maintenance which bugs were fixed.

Meet Q.wiki