Support & help
So that your business is always running at full speed
Do you have a question or need technical support? No problem - contact our support team, use our extensive support portal around the clock or deepen your knowledge in our free tutorials. We are here for you!
How can we help you?
Immediate telephone assistance
Do you have an urgent support issue and need help immediately? Our chargeable hotline is there for you! Please note the support times and conditions.
Send request by e-mail
Do you have questions about setting up and using the software? Our free e-mail support will answer your questions within 48 hours during business hours.
Self-help in the support portal
Are you looking for instructions or detailed information on how Gastronovi works? You'll find the answers you need in our comprehensive online manual.
Our support times
Business hours
Monday to Friday
09:30 - 18:00
Emergency support
Monday to Friday
18:00 - 22:00
Saturday, Sunday, public holidays (incl. Christmas Eve & New Year's Eve)
10:00 – 22:00
Quickly to the solution - help at a click
Instructions
With our comprehensive and easy-to-understand step-by-step instructions, you'll be up and running in no time! Download the most important documents as a PDF and get started right away.
Tutorials (in German only)
Our tutorials show you how to set up our software step by step. Take a look and discover how to get the most out of Gastronovi.
System status
Are you having difficulties connecting to Gastronovi? On our status page you can see at a glance whether our systems are running smoothly or whether there is currently a fault.
Remote maintenance
Can't solve a problem on your own? After receiving a request from our support hotline, you can start a remote maintenance session here.
Speed test
Is your Internet slow? Use the broadband measurement to find out whether your connection is currently fast enough for Gastronovi.
System requirements
So you are well prepared: Here you can find out which minimum hardware, network and software requirements need to be met to ensure that Gastronovi runs smoothly.
Conditions & support package
With a support package, you receive an inclusive support contingent as well as discounts on other services. If you have not booked a support package, you can of course use our support at the regular conditions for standard support.
¹ Billing takes place at 5-minute intervals per 5 minutes or part thereof
² During business hours
³ plus travel costs (arrival & departure per km) and, if applicable, accommodation costs
You can find the prices for support in Switzerland on request by e-mail.
Questions about the standard support & support package
How can I book a support package & how is billing handled?
You can book the support package at any time for 1 or 12 months (to the day) independently of the other licenses. You can easily book via My Gastronovi (in the Gastronovi Back Office on the home page on the right) or via your Gastronovi contact person. You can view your booked support package in your customer account in the Gastronovi Back Office.
What is the duration of the support package?
A support package can be booked with either a monthly or annual term. The contract is extended by the term defined in the order confirmation, but not by more than 1 year if it is not terminated with a notice period of 1 calendar month to the end of the contract term.
Can I still book a support package if I have already received a support invoice?
It is not possible to purchase a package retroactively. However, you can have the last chargeable support case credited to the booking costs of the package within 2 weeks of receiving the invoice. The support invoice will then be offset against the booking amount of the package.
Can I continue to use the support without a booked support package?
Of course, our support team is also available to you without booking a package. As usual, you can always take advantage of written support free of charge - only with longer response times. If you have not booked a support package, telephone support is billed every 5 minutes and services are charged at the regular hourly rate.
When is it worth booking a support package?
Booking our support package pays off very quickly: you can save from just 15 minutes of telephone support per month - and also benefit from many other advantages that are included. What's more, you'll be able to plan your expenses when you book. This allows you to reduce costs and avoid individual invoices.
Further conditions for services
Support prices
1. The current terms and conditions apply to support prices and times. Billing is generally per 5 minutes or part thereof.
2. Care packages: Additional work is charged at €129/hour. Billing is generally per 5 minutes or part thereof.
Please ask our sales staff for detailed information. Our General Terms and Conditions also apply.