Support - Axians eWaste

Without support package:

0900 800 0900

Monday to Friday, 8.00 am to 5.00 pm

€2.99 per minute from a German landline; mobile rates may vary.
Billing is carried out to the nearest minute by the relevant telephone provider. Please also refer to our terms and conditions for pricing. Your enquiry will be dealt with immediately by a member of staff. Billing¹ is carried out by your telephone provider.

¹The time charged for the call solutions includes not only the telephone call and/or remote support, but also the preliminary analysis and written documentation.

With support package:

+49 731 1551 177

Monday to Friday from 08:00 to 17:00

Discounted rates for chargeable hotline support.

Your enquiry will be dealt with immediately by a member of staff. Charges¹ are calculated per 15-minute period or part thereof.

>>> Support enquiry accompanied by a written confirmation of cost coverage

Fax: +49 731 1551 177
Email: support@axians-ewaste.com

When submitting an email support enquiry, please always quote your support number. Should it become apparent whilst processing the enquiry that the service involves a charge, your support package will be debited for the corresponding duration of the service. Billing¹ is on a per 15-minute basis (or part thereof).

¹ The time charged for call-based solutions includes not only the telephone call and/or remote support, but also the preliminary analysis and written documentation.

To help us resolve your issues even more quickly, our web-based remote support software service is available to you. Using this remote support software, our support staff can access your desktop via the internet to provide you with direct, interactive on-screen assistance.

The remote support client can be downloaded from our website in a matter of seconds and launched without the need for installation. This enables both remote access to your entire desktop or server – including the mouse and keyboard – and the exchange of files.

Download AnyDesk Client for Windows

Download AnyDesk Client for Macintosh

Free support Services:	Correcting server-based technical disruptions (e.g. portal availability) Processing reported errors (bugs) in the portal software Adapting application(s) to generally applicable legal changes Registration questions ZKS failure questions Questions on upcoming functions (road map / release planning)
Charged support Services: (Invoiced via one of the options listed on the first page)	Update client software (Java, card reader driver, browser) and questions on installing/operating card reader Professional and general user inquiries Introduction to the portal (first steps, training, etc.) Technical questions on operating the portal if no fault is involved Data import (e.g. master data, ENs/SNs etc.) Problems proven to have not been caused by our delivered software, e.g. card reader could not be accessed due to incorrect WIFI drivers, no function due to wrong Java version, etc. Problems where our recommended system environment was not provided, such as problems with browsers we do not support (see current System requirements on system environment), etc. Improper operation and errors caused by faulty or incomplete messages from other process participants / SW systems Completing release updates (only applies to externally hosted Portals)
We unfortunately cannot respond to the following inquiries:	E-mail messages sent directly to an employee you know, unless you have been contractually assigned a dedicated support contact. Please only use the service number listed above for telephone support contacts. Calls to the central office cannot, unfortunately, be transferred to the support department. If the service number is busy, you can contact us via e-mail to support@axians-ewaste.com