Your Kopano subscription comes with professional support.
Depending on the type of subscription you have different support options, as shown in the table below.
You purchased your subscription at one of our partners. These experts should know your setup best, so we recommend you to contact them in case of support questions. You or the partner (on your behalf) can open support tickets at the Kopano support team. If an issue turns out to be a reproducible bug in the latest version of the software, no support block will be charged.
The support cases are handled by various teams. To streamline our support efforts and to enable all Kopano support engineers to help you with your request, we request that you create your support tickets in English.
Please contact our firstname.lastname@example.org if additional support-blocks are required!
Kopano makes use of AnyDesk for remote support, which allows a remote connection to a remote desktop. Clients are available for most commonly used platforms (Windows, MacOS, Linux) – they can be downloaded from the Kopano site:
To start a remote session, install the AnyDesk client on your device and share the ‘AnyDesk ID’ with the Kopano support engineer. Before the session starts, you will need to manually accept the incoming connection.
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.
If you do not have a paid Kopano subscription we’re not leaving you out in the cold. Check out the documentation, our knowledge base or ask your question on the forum!
When a reported issue turns out to be a bug which can be reproduced in the latest version of our officially supported software versions, no support blocks will be charged at Kopano’s discretion.
You purchased your subscription at one of our partners. Your partner is the expert on the Kopano software and also knows your environment best. We therefore recommend that you contact them when you have support questions, they may be able to resolve the issue without reaching out the Kopano support team. If required, your partner can open a support ticket at Kopano support on your behalf.
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