Our TeamDrive support services:
Your TeamDrive subscription includes free support during normal working hours (Monday – Friday 8am – 5pm) for the services defined here.
Our teams are located in Hamburg and ensure that you receive support regardless of your location. Our support services are available in English and German.
You can contact our support team using the support form in the TeamDrive application under “Support”. You also have the option of sending an e-mail to info@teamdrive.com. Please include a detailed error description and any screen shots. Screenshots. Free private users are only entitled to e-mail support.
What kind of support is included?
- Provision of relevant materials (guidelines, product documentation, etc.)
- Answers to problems that can occur with your standard TeamDrive setup
- Questions about your account, subscription or billing
- Troubleshooting (blocking issues or unexpected behavior not due to configuration or customization errors)
- Problems that can occur after upgrading to a newer version
The TeamDrive Support does not make any changes to your configuration without your consent and provides you with the material and knowledge to do this yourself!
What support is not included?
- Cases in which we need to understand your network configuration
- Training on how to use our software (will direct you to our many online resources and you can also book paid training)
- Synchronization issues caused by third-party synchronization applications (examples include: Dropbox, OneDrive, iCloud, etc.)
- Any unauthorized access to your own TeamDrive database or configuration file
- Questions or problems in connection with unauthorized changes or adjustments, which were made to TeamDrive by you or a third party.
In such cases, we will gladly offer you support at a charge. The chargeable support starts at € 42.50 (net) per 15 minutes (it is also possible to negotiate a fixed price for a fixed period in advance). We look at the way you use our product and explain to you how to get the most out of TeamDrive.
You can find the instructions for remote support here.