Hotline & Customer Service - Dlubal Software

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Updated:

05/20/2013

Hotline & Customer Service

...is our utmost priority

Customer service is the most important part of the Dlubal company philosophy. Our interest in customers does not end at the point of sale. We offer the support you need to complete your daily work. Our free fax and e-mail hotline is available to all customers. Your questions will be answered quickly and in a professional manner by a qualified team of engineers.

Fax	+49 9673 9203-51
E-Mail	hotline@dlubal.com
Hotline Hours (Central Europe)	Mon. - Thu. Friday	9:00 - 12:00, 14:00 - 17:00 9:00 - 12:00, 13:00 - 14:30
Our hotline engineers	Dipl.-Ing. (BA) Markus Baumgärtel M.Eng. Cosme Asseya Dipl.-Ing. Moritz Bertram Dipl.-Ing. (FH) Steffen Clauß Dipl.-Ing. Frank Faulstich Dipl.-Ing. (FH) René Flori Dipl.-Ing. (FH) Stefan Frenzel Dipl.-Ing. (FH) Walter Fröhlich Dipl.-Ing. (FH) Wieland Götzler Dipl.-Ing. (FH) Paul Kieloch Dipl.-Ing. (FH) Bastian Kuhn Dipl.-Ing. (FH) Ulrich Lex Dipl.-Ing. Tingting Ling M.Sc. Dipl.-Ing. (FH) Frank Lobisch Dipl.-Ing. (BA) Sandy Matula Dipl.-Ing. (FH) Alexander Meierhofer M.Eng. Dipl.-Ing. (BA) Andreas Niemeier M.Sc. Dipl.-Ing. (FH) Frank Sonntag Dipl.-Ing. (FH) Lukas Sühnel Dipl.-Ing. (FH) Robert Vogl

Technical Support

Our technical support is at your disposal whenever you have a question about Dlubal programs. The extent and speed of response depends on the type of service contract you have signed. Customers without a service contract are also able to send their questions by email or fax. Please note that those questions will be answered in the order received and only after enquiries of customers having a service contract have been completed. Therefore, we recommend purchasing a customer service contract if you need a fast reply. If there are more than two upgrade steps between the program version you are currently using and the latest version available on the market, or if the previous program version is more than two years old, technical support will not be provided. In general, program maintenance is only carried out for the most recent versions. Maintenance for previous versions is only done if it does not cause unacceptable costs or a great deal of time for our engineers. Customer support is available during the hours (CET) mentioned above.

To handle your questions quickly and efficiently, please add the following information:

Which is the exact program version number?
Which operating system are you using?
Which hardware configuration are you using? (For example, specify CPU, VGA, RAM, printer, etc.)
Are you working with unusual hardware or software that could be causing problems?
Can the problem be reproduced? If yes, how?
Does the problem occur in a particular structure or in any structure?

If you fax information to the company, send as much relevant output from the program as possible, or the screen's error message. When using e-mail, it is best to send the structure file containing the problem together with your questions.

NOTE

Support with Netviewer

Customers with a service contract Pro can use desktop sharing technology.
Online demonstration...

The Netviewer client is required. Click the picture above or the link below to download the program, start it and follow the instructions of your Dlubal support technician.
Download Netviewer client...

Our software is being improved and enhanced continuously. Having a service contract can be beneficial in many ways.
Service contract details...

Become an expert in RSTAB and RFEM - take part in one of our training sessions, at our headquaters in Tiefenbach (Germany), right in your office, or even online!
Training details...

Do you have any questions about our products? Do you need advice for your current project? You can find useful information and solutions among the FAQs.
Browse FAQ page...