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  • Welcome
  • User manual
    • Windows File Explorer
    • Tray Menu
    • Preferences Menu
  • Deployment
    • System requirements
    • Security
      • Grant tenant-wide admin consent
      • Conditional Access
    • Setup
    • Configure Office 365 account
    • Software updates
  • Advanced Configuration
    • Management options
      • Settings for Intune-managed devices (Import custom ADMX- Public preview)
        • GUI settings
        • Mappings
        • System settings
      • Settings for Intune-managed devices (Legacy)
        • Intune GUI settings
        • Intune mappings
        • Intune system settings
        • Intune other settings
      • Settings via GPO
    • GUI Settings
      • Account re-authentication
      • Change KONNEKT name in explorer
      • Explorer UI
      • Hide tray icon
    • Mappings
      • Additional document libraries
      • Assign drive letters
      • Auto mapping
      • Managed mappings
      • Multi-Geo
    • System settings
      • Authentication browser engine
      • Cache settings
      • Download Directory
      • Enhanced Authentication
      • Link scope
      • Logging
      • Office365 Co-Authoring
      • Offline attribute
      • Open file size limitations
      • SharePoint throttling prevention
      • Skip Account Wizard
      • Update checker
    • Other
      • Proxy settings
      • Set license key
  • Troubleshooting
    • Access token issues
      • Error message about missing token
      • Failed to obtain access token to your OneDrive account
      • Failed to obtain access token
    • Add Share: "Key not found"
    • Clicking a share does nothing
    • Debug log preparation
    • Subscribe a subset of users
    • How to deal with error(s)
    • Libraries are empty
    • Manual uninstallation
    • Opening MS Office documents display a warning message
    • Sites missing or folders empty
    • Some sites or libraries do not appear in KONNEKT
    • Slow Folder Browsing
    • Why is there a grey "X" or "brown suitcase" on my files and folders?
    • What is the maximum path and file name length?
    • How to change the tenant name
  • Changelog
  • Licensing
    • Azure Marketplace
  • Support
  • KONNEKT Website
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On this page
  • Eligibility
  • Scope
  • Access
  • Language
  • Service Level
  • Support hours
  • Response time

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Support

Eligibility

Customers, who have an active subscription to KONNEKT are eligible for our support services. The support is included in the subscription fee of KONNEKT.

Scope

Our support services cover technical assistance for administrators:

  • For the most current KONNEKT version

  • Technical questions about features of KONNEKT

  • Support for incidents regarding KONNEKT

Access

You can access our support in the tab "help" on our main product web-site (https://konnekt.io).

Using the support website will generate a ticket in our ticket system, which will be the basis for the support process. Communication will happen in written form via e-mail or web-interface of our ticket-system. Depending on the support case, our support-engineers may decide to offer Microsoft Teams meetings to work on issues together with customers.

Language

Our engineers are happy to support you in these languages:

  • English

  • German

Service Level

Support hours

  • Monday-Friday

  • 09:00-17:00 CET / CEST

  • Except for public holidays in Hesse / Germany, Christmas Eve and New Year's Eve

Response time

Typical < 8 hours for incidents

Response time is defined as the duration between the report of the incident and the start of the incident or problem handling through one of our support engineers. The response time is to be calculated within the support hours.

Last updated 3 months ago

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