CINXE.COM

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filter-form--resources cell small-12"> <div class="filter-field keyword-search"> <div class="nintex-search nintex-search--knockout nintex-search--on-dark nintex-search--large"> <label class="screen-reader-text" for="s">Search</label> <input id="keyword-input" name="s" class="nintex-search__input" type="text" placeholder="Type your search here..."/><span class="nintex-search__clear" title="Click to delete text"></span> <button class="nintex-search__button" type="submit" title="Click to submit">Submit</button> </div> </div> </form> </div> </section>  <section class="margin-top-3"> <div class="grid-container"> <div class="grid-x"> <div class="cell text-center">   </div> </div> </div> </section>  <section id="faq1" class="layout sprt-faq"> <div class="grid-container"> <div class="grid-x grid-margin-x grid-margin-y align-spaced"> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Ich habe eine Frage zum Support. <br>Wie kann ich loslegen?</h2> <a href='https://customer.nintex.com/' target='_blank' class='btn btn--blue-link ga-txt-link '>Customer Central<svg class="icon icon--double-chevron-right-link" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 25.4 17.5"> <path class="icon--double-chevron-right-link--first" d="M3.6 16.8L.8 13.9l5.1-5.1L.8 3.6 3.6.8l8 8z"></path> <path class="icon--double-chevron-right-link--second" d="M16.7 16.8l-2.9-2.9L19 8.8l-5.2-5.2L16.7.8l8 8z"></path> </svg></a> <p>Suchen Sie zu „Additional Resources“ um die beste Lösung für Sie zu finden.</p> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Suchen Sie nach K2-Support?</h2> <a href='https://www.nintex.com/resources/k2-customer-support/' target='_blank' class='btn btn--blue-link ga-txt-link '>K2 Customer Support<svg class="icon icon--double-chevron-right-link" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 25.4 17.5"> <path class="icon--double-chevron-right-link--first" d="M3.6 16.8L.8 13.9l5.1-5.1L.8 3.6 3.6.8l8 8z"></path> <path class="icon--double-chevron-right-link--second" d="M16.7 16.8l-2.9-2.9L19 8.8l-5.2-5.2L16.7.8l8 8z"></path> </svg></a> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Habe ich Zugang zum Support?</h2> <p>Der Zugang zum Nintex Standard Support ist in Ihrem Abonnement für den Nintex Service enthalten und steht Ihnen für die Dauer Ihres Abonnementvertrages zur Verfügung. Der Enterprise-Support ist in allen Enterprise-Edition-Abonnements enthalten.</p> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Welche Supportstufe habe ich?</h2> <p>Die Support-Ansprüche werden durch Ihre Mitgliedschaft für den Nintex Service bestimmt. Bitte beachten Sie das entsprechende Bestellformular für Ihr Abonnement.</p> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Wo finde ich Richtlinien für meinen Support-Anspruch?</h2> <a href='https://www.nintex.com/legal/' target='_self' class='btn btn--blue-link ga-txt-link '>Nintex Legal<svg class="icon icon--double-chevron-right-link" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 25.4 17.5"> <path class="icon--double-chevron-right-link--first" d="M3.6 16.8L.8 13.9l5.1-5.1L.8 3.6 3.6.8l8 8z"></path> <path class="icon--double-chevron-right-link--second" d="M16.7 16.8l-2.9-2.9L19 8.8l-5.2-5.2L16.7.8l8 8z"></path> </svg></a> </div> </div> </div> </section>   <section id="table1" class="layout sprt-hrs criss-cross-bg"> <div class="grid-container"> <div class="grid-x"> <div class="cell small-12 text-center grid-x align-center"> <h6>Geschäftszeiten und Kontakte des Supports</h6> <div style="max-width: 700px;"><p>Um den Support zu kontaktieren, navigieren Sie zu unserem <a href="https://customer.nintex.com/" target="_blank" rel="noopener">Nintex Customer Central portal</a> und senden Sie eine Anfrage über das Menü „Cases“. Kontaktmethoden und Supportzeiten können je nach Ihrer Berechtigung variieren.</p> <p>Wenn Sie Fragen zu den unten aufgeführten Informationen haben, wenden Sie sich bitte an Ihren Account Manager oder besuchen Sie Customer Central für weitere Informationen. Für Eskalationen kontaktieren Sie <a href="mailto:CSM@nintex.com">CSM@nintex.com</a>.</p> </div> </div> </div> <div class="sprt-table grid-x grid-padding-x margin-top-3"> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle show-for-medium"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle show-for-medium"> <h2>Standard-Support/<br>Software-Garantie</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle show-for-medium"> <h2>Unternehmen<br>Premium-Support</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle show-for-medium"> <h2>Auswahl<br>Platinum-Support</h2> </div>  <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle"> <h2 class="text-uppercase">Amerika</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Standard-Support/Software-Garantie</span><br> 8am (Eastern Time) Montag– 5pm Freitag (Pacific Time)<br> <em>Eingeschränkte Unterstützung während der nationalen Feiertage</em> </p> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Unternehmen Premium-Support</span><br> 4pm Sonntag – 5pm Freitag (Pacific Time)<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i> <br> <strong>+1 425 533 2827</strong> </p> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Auswahl Platinum-Support</span><br> 24/7<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i><br> <strong>+1 425 533 2827</strong><br> </p> </div>  <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle"> <h2 class="text-uppercase">EMEA</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Standard-Support/Software-Garantie</span><br> 6am Montag - 5pm Freitag (GMT)<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i> </p> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Unternehmen Premium-Support</span><br> 10pm Sonntag – 1am Samstag (GMT)<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i> <br> <strong>+44 20 3695 5056 UK</strong><br> <strong>+27 (0)116751175 SA</strong> </p> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Auswahl Platinum-Support</span><br> 24/7<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i><br> <strong>+44 20 3695 5056 UK</strong><br> <strong>+27 (0)116751175 SA</strong> </p> </div>  <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle"> <h2 class="text-uppercase">APAC</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Standard-Support/Software-Garantie</span><br> 5am Montag- 5pm Freitag (AET)<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i> </p> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Unternehmen Premium-Support</span><br> 5am Montag – 9am Samstag (AET)<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i> <br> <strong>+61 388205139 AUS</strong><br> <strong>+64 92813430 NZ</strong><br> <strong>+81 8003330150 JPN</strong><br> <strong>+65 3158 8990 SGP</strong><br> </p> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <p> <span class="hide-for-medium">Auswahl Platinum-Support</span><br> 24/7<br> <i>Eingeschränkte Unterstützung während der nationalen Feiertage</i><br> <strong>+61 388205139 AUS</strong><br> <strong>+64 92813430 NZ</strong><br> <strong>+81 8003330150 JPN</strong><br> <strong>+65 3158 8990 SGP</strong><br> </p> </div> </div> </div> </section>   <section id="faq2" class="layout sprt-faq margin-top-3"> <div class="grid-container"> <div class="grid-x grid-margin-x grid-margin-y align-spaced"> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Welche Themen sind im Support enthalten?</h2> <a href='https://www.nintex.com/legal/' target='_self' class='btn btn--blue-link ga-txt-link '>Nintex Legal<svg class="icon icon--double-chevron-right-link" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 25.4 17.5"> <path class="icon--double-chevron-right-link--first" d="M3.6 16.8L.8 13.9l5.1-5.1L.8 3.6 3.6.8l8 8z"></path> <path class="icon--double-chevron-right-link--second" d="M16.7 16.8l-2.9-2.9L19 8.8l-5.2-5.2L16.7.8l8 8z"></path> </svg></a> <ul style="margin-top: 1rem;"> <li>Unterstützung bei Installation, Aktivierung und Download</li> <li>Konfiguration und grundlegende “How-to”-Fragen</li> <li>Zugang zu Major- und Minor-Releases (eingeschränkter Support wird nach 30 Monaten nach der Produktveröffentlichung gewährt)</li> <li>Bugs oder Fehlermeldungen in einer der Nintex-Anwendungen. Bugs oder Fehlermeldungen sind definiert als ein nachweisbares und reproduzierbares Softwareproblem oder ein Fehler, der dazu führt, dass eine unveränderte Version des Nintex-Softwareprodukts bzw. der Nintex-Softwareprodukte im Wesentlichen nicht in Übereinstimmung mit der geltenden Endbenutzerdokumentation funktioniert.</li> </ul> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Was sollte mein Fall enthalten, um eine schnelle Antwort zu bekommen?</h2> <p>Wenn Sie bei der Eröffnung des Falls mehr Informationen bereitstellen, kann die Lösung beschleunigt werden.</p> <ul style="margin-top: -16px;"> <li>Screenshots</li> <li>Detaillierte Beschreibung des Problems</li> <li>Bereits ausprobierte Lösungen oder Ressourcen.</li> </ul> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Welche Probleme sind im Support ausgeschlossen?</h2> <ul> <li>Fehlerbehebung bei Software, die vom Endanwender modifiziert wurde</li> <li>Produkte, die nicht in Übereinstimmung mit der Produktdokumentation installiert wurden</li> <li>Probleme mit Technologien von Drittanbietern (wie z.B. Javascript, SQL-Abfragen oder APEX-Code)</li> <li>Entwicklung von kundenspezifischen Lösungen oder Integrationen.</li> </ul> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Wie kann ich den Status meines Supportfalls überprüfen?</h2> <p>Nachdem Sie Ihr Support-Ticket geöffnet haben, können Sie Ihr Ticket im Abschnitt „Cases“ Ihres <a href="https://customer.nintex.com/" target="_blank" rel="noopener">Customer Central portal</a> finden und verfolgen. Der aktuelle Status aller Fälle wird auf der Übersichtsseite angezeigt. Klicken Sie auf eine beliebige Fallnummer, um alle Details zu dem Fall anzuzeigen.</p> </div> <div class="cell small-12 large-5 margin-bottom-3"> <h2>Bietet der Support Service Level Agreements (SLAs) an?</h2> <p>Nein, Nintex bietet keine formellen Service Level Agreements (SLAs) für Fälle an. Siehe unsere angestrebten Reaktionszeiten als Referenz.</p> </div> </div> </div> </section>   <section id="table2" class="layout sprt-hrs criss-cross-bg"> <div class="grid-container"> <div class="grid-x"> <div class="cell small-12 text-center grid-x align-center"> <h6>Wie Sie Ihren Fall nach Schweregrad priorisieren</h6> <div style="max-width: 700px;"><p>Der Support berücksichtigt bei der Fallpriorisierung, welche Funktionsebene durch das Problem blockiert wird, sowie anstehende Fristen. Um die Dringlichkeit des Problems zu kommunizieren, wählen Sie beim Öffnen des Falls den entsprechenden Impact-Level aus und vermerken Sie die Umstände in der Beschreibung. Wenn Sie glauben, dass die Auswirkung falsch eingestellt wurde, lassen Sie es uns wissen, indem Sie den Fall mit mehr Kontext kommentieren.</p> </div> </div> </div>  <div class="sprt-table grid-x grid-padding-x margin-top-3 show-for-medium"> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-middle"> <h2 style="color:#5a828e">Umfang / Berechtigungen</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> <h2>Standard-Support/<br> Software-Garantie</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> <h2>Unternehmen<br> Premium-Support</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> <h2>Auswahl <br> Platinum-Support</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <h2>Verfügbarkeit</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 8 x 5 </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 24 x 5 </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 24 x 7 </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x flex-dir-column"> <h2>Break / Fix support</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> <img src="/wp-content/themes/portent_nintex/ui/icons/feature-checkmark-icon.svg"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> <img src="/wp-content/themes/portent_nintex/ui/icons/feature-checkmark-icon.svg"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> <img src="/wp-content/themes/portent_nintex/ui/icons/feature-checkmark-icon.svg"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <h2>Inbound Inbound Telefonunterstützung</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> <img src="/wp-content/themes/portent_nintex/ui/icons/feature-checkmark-icon.svg" alt="Yes"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> <img src="/wp-content/themes/portent_nintex/ui/icons/feature-checkmark-icon.svg" alt="Yes"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x flex-dir-column"> <h2>Beratung / How-to-Support</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center c-box--check"> <img src="/wp-content/themes/portent_nintex/ui/icons/feature-checkmark-icon.svg" alt="Yes"> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <h2>Antwort-SLA, Schweregrad 1</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 8 Std. </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 4 Std. </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 2 Std. </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <h2>Schweregrad 2</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 1 Arbeitstag </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 8 Std. </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 4 Std. </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <h2>Schweregrad 3</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 2 Arbeitstage </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 1 Arbeitstag </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 8 Std. </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x"> <h2>Schweregrad 4</h2> </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> Best effort </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 2 Arbeitstage </div> <div class="sprt-table__cell cell small-12 medium-3 grid-x align-center"> 1 Arbeitstag </div> </div>  <h2 class="hide-for-medium" style="text-align: center"> <br> Umfang / Berechtigungen</h2> <div class="sprt-table grid-x grid-padding-x hide-for-medium"> <div class="sprt-table__cell cell small-12 grid-x"> <h2>Standard-Support/Software-Garantie</h2> <ul> <li>8 x 5 Verfügbarkeit</li> <li>Break / Fix support</li> <li>Antwort-SLA, Schweregrad 1: 8 Std.</li> <li>Schweregrad 2: 1 Arbeitstag</li> <li>Schweregrad 3: 2 Arbeitstage</li> <li>Schweregrad 4: Best effort</li> </ul> </div> <div class="sprt-table__cell cell small-12 grid-x"> <h2>Unternehmen Premium-Support</h2> <ul> <li>24 x 5 Verfügbarkeit</li> <li>Break / Fix support</li> <li>Antwort-SLA, Schweregrad 1: 4 Std.</li> <li>Schweregrad 2: 8 Std.</li> <li>Schweregrad 3: 1 Arbeitstag</li> <li>Schweregrad 4: 2 Arbeitstage</li> <li>Inbound Telefonunterstützung</li> </ul> </div> <div class="sprt-table__cell cell small-12 grid-x"> <h2>Auswahl Platinum-Support</h2> <ul> <li>24 x 7 Verfügbarkeit</li> <li>Break / Fix support</li> <li>Beratung / How-to-Support</li> <li>Antwort-SLA, Schweregrad 1: 2 Std.</li> <li>Schweregrad 2: 4 Std.</li> <li>Schweregrad 3: 8 Std.</li> <li>Schweregrad 4: 1 Arbeitstag</li> <li>Inbound Telefonunterstützung</li> </ul> </div> </div>  <div class="sprt-table grid-x grid-padding-x margin-top-1"> <div class="cell small-12"> <p><strong>Schweregrad 1 (S1)</strong> Eine Produktionsumgebung oder die Nintex-Dienste sind vollständig funktionsunfähig oder für alle Benutzer unzugänglich.</p> </div> <div class="cell small-12"> <p><strong>Schweregrad 2 (S2)</strong> Probleme mit schwerwiegenden Leistungseinbußen oder Funktionen, die nicht wie dokumentiert funktionieren und einen Großteil der Lösung oder der Benutzer beeinträchtigen.</p> </div> <div class="cell small-12"> <p><strong>Schweregrad 3 (S3)</strong> Probleme mit der Leistung oder Funktionen, die nicht wie dokumentiert funktionieren und eine Minderheit der Lösung oder der Benutzer beeinträchtigen.</p> </div> <div class="cell small-12"> <p><strong>Schweregrad 4 (S4)</strong> Fragen zur Verwendung von Nintex oder zu Problemen mit der Leistung. Anfragen können sich auch auf potenzielle Feature-Wünsche für die Nintex-Plattform beziehen, die aufgezeichnet werden, und die Fälle werden dann geschlossen.</p> </div> </div> </div> </section>   <section id="benefits" class="layout sprt-benefits margin-top-3 "> <div class="grid-container"> <div class="grid-x grid-margin-x grid-margin-y"> <div class="cell small-12 medium-8 medium-offset-2 text-center grid-x align-center"> <h6>In der Select/Platinum-Supportberechtigung enthaltene Leistungen</h6> </div> </div> </div> <div class="grid-container"> <div class="grid-x grid-margin-x align-spaced"> <div class="cell small-12 large-5 margin-top-2 margin-bottom-1"> <h2>Nintex Workflow & Forms</h2> <ul> <li>Grundlegende Anleitungen zur Einrichtung und Konfiguration</li> <li>Konfiguration von Aktionen/Steuerelementen</li> <li>Nintex Workflow/Forms Designprobleme, wenn etwas nicht richtig funktioniert</li> </ul> </div> <div class="cell small-12 large-5 margin-top-2 margin-bottom-1"> <h2>Nintex Drawloop DocGen® für Salesforce</h2> <ul> <li>Erweiterte Produktkonfiguration</li> <li>Neukonfiguration von Vorlagen</li> <li>Ratschläge für bewährte Verfahren</li> </ul> </div> <div class="cell small-12 large-5 margin-top-2 margin-bottom-1"> <h2>Nintex Promapp®</h2> <ul> <li>Produktkonfiguration</li> <li>Anleitung zur Funktionsweise</li> <li>SSO-Hilfe bei Fehlern nach der Konfiguration</li> <li>Beratung zu Best Practices</li> </ul> </div> <div class="cell small-12 large-5 margin-top-2 margin-bottom-1"> <h2>Nintex RPA</h2> <ul> <li>Unterstützung beim Skriptdesign, wenn etwas nicht richtig funktioniert</li> <li>Produktkonfiguration</li> <li>Anleitung zur Funktionsweise</li> <li>Beratung zu Best Practices</li> </ul> </div> </div> </div> </section>   <section id="learning_resources" class="layout hmv6-feature-carousel margin-top-3 criss-cross-bg"> <div class="grid-container"> <h6 class="text-center margin-bottom-2">Unterstützung und Lernressourcen</h6> <div 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