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Support

Our experts will be happy to help you!

For Kopano Cloud Offerings, you receive support exclusively via the partner through which you purchased the service.
An active Kopano Groupware Subscription allows you to contact our technical support (among others via the Kopano Portal) in case of questions.

Getting Kopano Groupware Support

If you have a portal account and have stored your serial (subscription key) there, you can open support tickets via the portal (One topic or 30 minutes = One support block).

If you do not have a portal account, then the partner through whom you purchased the subscription can do this for you. We recommend that you contact them for support questions, as they know your individual setup best.

Many Kopano editions include remote support. Our support engineers will help you directly on your system. For this purpose we use AnyDesk. You can download the appropriate client for your operating system directly here:

 

Windows macOS Linux

Support blocks

Technical support is part of our product offering. We charge support blocks when we assist. These support blocks are linked to your Kopano subscription.

If you have already used up your support blocks associated with the subscription, you can of course purchase support beyond that. There is no entitlement to purchase additional support blocks and/or a final solution to a problem. If you purchased your subscription through a partner, please ask the partner first. He will get in touch with us:

 

Buy support packages Our services

  • is valid for up to 30 minutes of support time
  • is valid for a maximum of one year
  • requires your subscription to be active

Kopano Groupware Documentation

Read in-depth documentation about our products. Here you can find administration manuals, user manuals, and more.

Documentation

Kopano Groupware Knowledge Base

Visit our Knowledge base for quick start guides, handy code snippets, and troubleshooting help.

Knowledge Base

Partner Portal for Kopano Groupware

Contact our support team through the partner portal for both technical and licensing questions.

Partner Portal for Kopano Groupware

Frequently asked questions (FAQ)

If you purchased your subscription at one of our partners, we recommend that you contact them when you have support questions. Your partner is the expert on the Kopano software and also knows your environment best. We are then available in the next support level for our partner as well as for you.
When a reported issue turns out to be a bug which can be reproduced in the latest version of our officially supported software, no support blocks will be charged at Kopano’s discretion. So please always first try to update your software and check if the problem still is there.
Without a valid subscription you do not have access to our technical support team. You may purchase a subscription, check our knowledge base and documentation or ask your question in our forum.
Related links: Documentation, Knowledge Base, Kopano Forum
Support time is charged in 30 minute increments. Each block of 30 minutes represents a support block (outlined in the table above). If it takes more than 30 and less than 61 minutes to resolve your question, 2 support blocks will be charged.
Please send us your question via the form below. We will contact you as soon as possible. If you want to reach out to us on specific / longer topics, please use our contact form!