Our technical support is a reliable and competent contact for your technical and specialist questions about our software products (1st and 2nd level support). In addition, product support and webinars are planned and carried out by technical support, questions are answered in our forum and learning videos are designed.
The technical support staff are qualified meteorologists and electrical engineers, and have worked for many years in climate and environmental research or in various projects in the field of renewable energies. They have accompanied the development of our software products for several years and are always a good contact point for specialist or technical questions, for the implementation of more complex projects or improvements in the software, for us and for our customers.
First and second level support
As part of our software maintenance contracts, technical support is available for you to record support requests and, at best, for immediate help by telephone and by e-mail in German and English.
Please have the following details ready so that we can process your request quickly:
- Name of the program
- Program version and release number
- Error description
- Project report
Reactivation of software
If you want to move your license to another computer, you must first release the relevant serial number on the old computer. To do this, please open the program on the old computer and carry out the following steps:
Help -> Registration -> Change registration -> Release serial number
With the released serial number you can register your software on the new computer.
Important: You can only release a license yourself once in six months.
If the release did not work or you no longer have access to the old computer (e.g. after a hard disk crash or an update of the operating system), we can release the license for you or give you permission to early deregistration. Please uninstall the software on the old computer (if still possible) and send us the "Software reactivation request" form, completed and signed, by e-mail. Processing takes about a working day.
The technical support office hours are:
Mon - Thu: 09:00 - 12:00 hrs and 13:00 - 15:00 hrs
Fri: 09:00 - 12:00 hrs
Please note that telephone support is only available to customers with a software maintenance contract.
Telephone: +49 (0)30 588 439 0
If you cannot reach our technical support by phone or your problem occurs outside of office hours, please send an e-mail to email@example.com.