1. Support

Support

Professional support around the clock!

We are available 24/7 at our data centre in Düsseldorf. This way we can guarantee you around-the-clock service for your server. You can always reach us via email or customer interface.

Customer service is the most essential part of the services, which webtropia.com provides their customers. This part of our service is therefore the highest priority in the company. In regular surveys, the quality of customer service is examined, weaknesses uncovered and consistently eliminated. The surveys also permit webtropia.com to provide you with innovative new features.

Free and individual basic support via email


With the help of the free email support, the webtropia.com team is available around-the-clock for technical problems. You can contact us via email from your email client or directly via the customer interface. We are there for you on-site and can respond to your inquiry directly and individually. You can also submit contract-related inquiries and orders conveniently through the customer service area.

For technical questions about your vServer, root server or dedicated server, please contact support@webtropia.com

For contract-related requests concerning your server, the accounting department at webtropia.com is pleased to assist you. Simply contact billing@webtropia.com An easy way to contact support is opening a ticket through Central Customer Management. The interface can be reached at: https://zkm.webtropia.com

Contact us by phone at local rates


The qualified technicians at webtropia.com are pleased to assist you on issues relating to technology, product information and accounting inquiries. In order to serve you best, you will be directed through a telephone menu to ensure you reach the correct contact partner. Support is available in German and English.

We can guarantee you won’t reach a simple call centre via a hotline, your expert assistance is right there in Düsseldorf. Call us at + 49 211-545 957-330 You can reach us by telephone Monday - Friday between 10:00 and 18:00.

Order your wished server with excellent support at location!

Support packages


Should the basic support from webtropia.com not be sufficient, you can add more extensive support packages after ordering.

Webtropia.com has established high standards in the customer service field and defined these bindingly in order to demonstrate the importance we place on customer service.

Our basic support package available with every server is already includes comprehensive service. For particularly demanding and high-availability applications, we also offer additional levels of more intensive support for your projects.

Support Level Basic Pro Premium
Inclusive Up to 5 Server Up to 5 server
Allgemeine Anfragen
Support time via telephone Monday - Friday
between 10:00 and 18:00
Monday - Friday
between 08:00 and 20:00
Monday - Friday
between 06:00 and 20:00
Support time via E-Mail Monday - Friday
between 10:00 and 18:00
Monday - Friday
between 08:00 and 20:00
Monday - Friday
between 06:00 and 20:00
Reaktionszeit 12 hours 8 hours 6 hours
Support Language German and Englisch German and Englisch German and Englisch
Interruption
Support time via telephone Monday - Friday
between 10:00 and 18:00
Monday - Friday
between 08:00 and 20:00
Monday - Friday
between 06:00 and 20:00
Support time via E-Mail 24/7 24/7 24/7
Reaktionszeit 8 hours 6 hours 4 hours
Hardware
Replacement 24/7 24/7 24/7
Reaktionszeit 8 Stunden 6 Stunden 4 Stunden
Reinstallation
Free of charge inklusive inklusive inklusive
Availability 24/7 24/7 24/7
Guaranteed installation time 8 hours 6 hours 4 hours
Monitoring
Via E-Mail nicht inclusive nicht inclusive nicht inclusive
Vis SMS - price per SMS €0.15 €0.15 €0.00
Services per server 5 10 15
Hands on Time Service
Implementation Monday - Friday
between 10:00 and 18:00
Monday - Friday
between 10:00 and 18:00
24-7
Cost per 30 minutes €50.00 €50.00 €50.00
Inklusivstunden im Monat * None 1 hour 5 hours
Durchführung 24-7 - 30 Min. nicht inclusive 100,00 € 50,00 €
Total price
Monatsgrundgebühr €0.00 €50.00 €150.00
Einrichtungsgebühr €0.00 €0.00 €0.00

The webtropia.com team is pleased to make contact with you and to greet you as a customer on-site.

Purchase or lease your server with excellent support now!

In compliance with the directive 2006/112/EC in the modified version, starting 1.1.2015 prices can vary depending on the country of residence of the customer (the prices in the offers are prices for the Federal Republic of Germany and include VAT). If your place of residence is not in Germany, the prices are net.