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Support & Professional Services

Our experts help you

An active Kopano subscription allows you to contact our technical support if you have any questions. For special setups, data migrations or connection to third-party applications, our Professional Services will help you.

Getting Kopano Support

Depending on the product, the edition and the size of your subscription, it includes a certain number of support blocks. As a customer you can contact our support directly. As a partner you can do this on behalf of your customer.

Your license key contains a Support ID number (SIN). If you do not open your support case directly via our portal, our support engineer needs the SIN to help you. You can reach our support by e-mail to .

If you purchased your subscription at one of our partners, we recommend you contact them in case of support questions. These experts should know your 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 you in your daily administration work. These support blocks are linked to your Kopano subscription.

If you need additional support blocks, you can purchase them through our sales team:

 

Buy support packages Our services

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

Professional Services

Complex setups, data exchange with third-party applications, breakdowns or data migrations – whenever you want us to actively work on your system, this is a job for our Professional Services team. With their experience and the direct line to our developers, our engineers carry out projects together with you. Please contact us if you are planning a project and we will be happy to offer you our help.

 

Contact us

Kopano Professional Services

Kopano Documentation

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

Documentation

Kopano Knowledge Base

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

Knowledge Base

Partner Portal

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

Partner Portal

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!