Our support is generally available free of charge for errors caused by the software or hardware supplied by TecCom.

Deviating from this, additional services and support will be charged as follows:

Description	Price
Per hour	150.- €
Special cases
Message could not be processed as business relation (BR) is missing, incorrect or incomplete. Customer did not inform TecCom about BR or changes he has done.	50.- € flat rate per transaction (BR), even if repeated
Buyer Party / Seller Party are missing or wrong	50.- € flat rate per transaction (BR), even if repeated
Messages could not be processed as the receiver was not reachable (TEC50). This can be caused by a system downtime at the receiver of the message. The receiver did not inform TecCom about an outage or scheduled maintenance tasks.	50.- € flat rate for resending of messages
Blocking of TecConnects	50.- € flat rate per blocked organisation
Certificates: TecCom issues certificates once for a specific period of time. If customers request new certificates during a running period, TecCom is going to charge each additional certificate to the customer.	150.- € per certificate/ year and entity (e.g. TecConnect, TomConnect etc.)
Installation support for a wholesaler on request of the supplier	30 minutes free of charge, then at an hourly rate per commenced half hour
Messages could not be processed as sender changed the structure of the message or delivery/receiver party of an existing BR without informing TecCom beforehand.	Charged at an hourly rate per commenced half hour
TecCom has to gather data for the customer which is required to administer the BR. For example customer data like addresses or delivery party ID etc. It is expected that TecCom receives this data from the party requesting the BRs.	Charged at an hourly rate per commenced half hour

In case that your request is not free of charge our Help Desk will inform you via e-mail or by phone.

The Terms of Use only apply to the central Help Desk that you can contact at +49 (0)1805-65 65 56. Our Help Desk is also ready to answer your questions via e-mail: support@teccom.eu.