VideoDuke Team is the company that strives to provide the highest level of service to help our customers make the best use of our software products through effective and responsive support.
The following table sums up the support services that we provide:
|Email Support||Public mailbox|
|Response Time by Email, business hours||16|
|Sales Support by Phone||Optional|
*Remote debugging is limited to problems that can’t be resolved by email and provided at a pre-scheduled time and date, based on availability and during VideoDuke Team Support Hours.
Support is provided in English during CET – Central European Time – business hours: Monday through Friday, 8:00 a.m. to 5:00 p.m., CET, excluding holidays.
Technical support is provided for issues that are demonstrable and reproducible in the currently shipping release(s) of VideoDuke Team products, running unaltered, and on a hardware and operating system configuration, as specified in program documentation.
VideoDuke Team makes no warranty or guarantee regarding the resolution of technical issues. Customer Support is a service that offers our customers the ability to interact directly with an VideoDuke Team representative, who will strive to assist in answering questions, resolving technical issues and addressing usage, installation and configuration matters.
In addition, our response times may be affected if a customer fails to provide requested information and/or refuses to provide VideoDuke Team with remote access to the customer`s relevant network(s) or system(s), as applicable. We make our best effort to resolve problems as expeditiously as possible.