Direct access. No long talk. Precise support - ask for it!
Depending on the agreement, our support is available for up to 10 hours a day and 5 hours a week. We process your requests with the help of an e-mail, Web, and phone-based trouble ticketing and help desk system that facilitates the prioritisation and tracking of your support requests.
Hotline:
support(at)it-cube.net
Phone +49 89 2000 148 01
We have set up the mailbox support(at)it-cube.net for your technical inquiries. Please send all inquiries to this e-mail address, not directly to our employees. Otherwise, we cannot guarantee satisfactory response times, as the particular employees might be on holiday or working in the shielded server room.
Support Contracts
You have a support agreement with us? In this case, the support terms and conditions, such as the reaction times, quotas, and special access information, are specified in your agreement documents. Please use these contact details to initiate a support case. Our support team knows your agreement terms and conditions and will make a special effort to answer your inquiry even faster than guaranteed.
Confirmation of receipt
As soon as your e-mail enters our ticket system, you will receive an automatic confirmation of receipt that indicates that the request has been received and will be processed as quickly as possible.
E-mail tags
All e-mails that you receive from our ticket system have a processing ID in the subject line in the form [customer ID#ticket ID]. This is the ticket number under which we process the request. When replying to such an e-mail, please do not change this number in the subject line in order to enable automatic allocation of your reply.
Follow-up tickets
If you need help for another problem, please send us a new e-mail in order for the ticket system to generate a new ticket. This way, your new request will be processed separately from the first request, which is faster and more efficient.
Current status
In our extranet, you can always view the current progress of your open tickets. If you do not yet have an account, simply write to support(at)it-cube.net.
Misplaced your login details?
If you have misplaced your details or do not yet have an account, simply write to support(at)it-cube.net.
We will contact you shortly.
