At mendelson, our commitment to customers extends far beyond delivering great software. We provide responsive, knowledgeable support to ensure your long-term success with our products.
Technical support is included for all customers with an active Support and Maintenance Package (SMP).
Our support team usually responds within one to two business days, during standard European business hours. Support is provided through two channels:
- Email: service@mendelson.de
- Web Form: Accessible via our Support Form for structured submissions
Please note: Community (open source) editions are not eligible for direct support under SMP.
With an active SMP you receive all software updates and security updates for your licensed product, as well as basic technical support by email and web form:
- Installation and setup assistance
- License and key code support
- Registration and activation help
- Configuration troubleshooting
- Bug reporting
- Feature request handling
This level of support covers essential technical help to get your software running correctly and resolve standard usage questions.
License activations are processed during business hours. Reactivations required due to a changed hardware ID are charged separately.
Enterprise HA licenses additionally include Premium Support.
Issues that require deeper technical involvement, including telephone assistance, remote support, or system-specific integration help, are not covered by the SMP. These services fall under our Product Consulting offering.
To learn more about advanced consulting and integration services, please visit our Consulting page.
You may also speak to a representative by phone or arrange a remote session. Phone and remote support are not included in the SMP and are charged as consulting.
To arrange a phone or remote session, please contact us in advance.
For complex technical cases, please refer to our Consulting Services page.
We're here to help. For more details about the SMP, licensing terms, or supported services, please get in touch.