Support


 

For questions concerning installation and/or use of the software different support options are available.  The use of these options depends on the license purchased.  In principle you may use

 

Internet Support

E-Mail Support

Phone Support

Online Support

 

for your queries.  Additional information is also available on the internet on the OnyxCeph³™ homepage www.onyxceph.com.

Any support is available only during office time Moday to Thursday 9.00am and 5.00pm and Friday 9.00am and 2.00pm excl. German legal holidays.

 

Note about the Mandatory Annual Support Fee


 

The annual support fee which is mandatory for each registered customer comprizes technical support, updates and upgrades free of additional costs.

 

 

Internet Support

 

General questions about functionality, prices and further topics associated with the software OnyxCeph³™ can be posed via support contact form available on menu item Support / Request Form of the product homepage www.onyxceph.com. Describe the required information as precise as possible and state an address fro our reply.

Support queries via internet do not depend on your registration as user.  We answer the questions of registered users by return, all other queries are answered as soon as any support capacity is available.

Also visit topic About / FAQs on www.onyxceph.com to see if answers to your questions can be found in this section already.

 

 

E-Mail Support

 

Questions about OnyxCeph³™ also can be asked by e-mail to info@onyx-ceph.de.  Describe the problem as precise as possible and state an address for our answer if it is not the forwarder's one.

Support queries by e-mail do also not depend on your registration as user.  We answer the questions of registered users by return, all other queries are answered as soon as any support capacity is available.

 

 

Phone Support

 

If you need short notice help in case of technical problems, call us at +49 371 9093140.  Please note that technical queries about OnyxCeph³™ are forwarded to our developers so that capacity-caused delay is possible.

 

 

Online Support

 

Step 1 - Phone Contact

Call our Support on +49 371 9093140 to describe the support request. In many cases, the fastest solution for a support issue is desktop sharing by online accessing your computer. All you need is to be connected to the Internet.

 

Step 2 - Get Connected

When invited to an online session by our Support, simply launch the QuickSupport1. Depending on your Internet browser software, you will be able to run (IE) or download and then run (Firefox) the linked application onyxhelp.exe. There will be several security hints before you finally will see the session ID which should submitted by phone or email.

 

Security Hint

No software needs to be installed on your end. During the online session, you stay in full control of your computer. You can end the online session at any time by clicking the Exit icon on the right.

 

1 How to launch QuickSupport QuickSupport


From inside  OnyxCeph³™  

Click on the support button top right in the program main window, left from the country flag for the local client language

 

From the Windows Desktop

Use Link OnyxHelp

 

From the Windows program group OnyxCeph³™

Use Link OnyxHelp

 

From website www.onyxceph.com

Use Link Online Support in the panel on the right