Support – We are here for you
Our support team will help you with questions, returns and is there for you
Our support staff are there for you from Monday to Friday. You can contact our support team by email or phone.
Frequently asked questions
What are Betterspace’s support service hours?
You can contact our support team by email around the clock.
The support team will process your request on working days from 8.00 am to 5.00 pm CET. We are also available by phone during this time.
Who can contact the support team?
If you have purchased one or more of our products and successfully set them up together with our Customer Success Team, you will continue to be looked after by our support team if you have any questions or problems.
How can I contact support?
You have the option of reporting a problem either by email or by phone. Clear and effective communication between you and our support team is crucial to ensure that your issue can be dealt with efficiently.
In order to utilise our services as efficiently as possible and receive a speedy resolution, we recommend sending as much information and detail as possible by email to email@example.com. This will allow us to fully understand your concerns and deal with them in a targeted manner.
Once we receive your email, a support ticket will be automatically generated and you will receive a reply containing the associated ticket number. When you reply to these emails, your feedback is automatically assigned to the corresponding ticket.
Our aim is to answer all support cases as quickly as possible. Please note that enquiries are only processed on working days from 8.00 am to 5.00 pm CET. We endeavour to help you promptly and resolve your request quickly.
In which languages can I contact support?
We are happy to communicate with you in German and English.
When will my support case be closed?
Our Betterspace Support will close your case when:
- You have received a solution and have confirmed to us that the underlying issue has been resolved.
- You have received a workaround from support and have agreed to it.
- You have been unreachable for at least two attempts to contact you in writing or by phone within 14 days or we have not received any further feedback from you.
You can reopen your tickets within 14 days after they have been set to resolved. To do this, simply reply to the last email you received from us about the ticket. After these 14 days, a follow-up ticket will open if you reply.
How can I make the best possible use of Betterspace support?
We appreciate your willingness to help us solve your problems. Your co-operation is crucial. Before you contact us, make sure that other possible sources of error such as discharged batteries, cable problems or network interference have been ruled out.
To ensure that your problem is not just a one-off event, please try to reproduce it. Make sure you communicate your concerns and needs clearly and precisely to our support team. The more precise your information is, the better the support can help you.