Support

Free support

Assistance resulting from a malfunction of a Vanuria software product purchased by you is always free of charge. In such cases, your information on the cause and a precise description of the problem can speed up any correction of the software.

Using the software

The graphical user interfaces of our software are designed to be intuitive to use. This allows you to familiarize yourself with the software quickly and independently. In exceptional cases, you can contact Vanuria Support regarding the use of the software. However, you will be asked to first read the operating instructions included with the software in full. Depending on the scope of instruction, individual additional costs may be incurred.

External influences

In particular, support for problems with one of our software products that are not directly attributable to the software product itself must be considered in a special context. Software problems often occur as a result of malfunctioning of the software components involved within the operating environment, which can lead to malfunctions of the affected program. For a precise analysis of the problem in such cases, it is therefore important that you provide us with the necessary information about your operating environment.

Demo versions

We provide you with demo versions of some of our software products. These can be obtained free of charge and tested in accordance with the scope specified in the license agreement. Support services can only be guaranteed for these software versions in exceptional cases.

Beta versions

In certain cases and at their request, our customers are provided with a beta version of a program in advance of a software launch. One of the purposes of beta versions is to test a new software version in a real environment before it can be delivered to the target customers. At this point, development is usually not yet complete. This means that faulty program functions cannot be ruled out, but they can be detected. The level of support provided during the beta phase is communicated to the beta testers on a situation-by-situation basis.

Illegal software copies

You may have an illegally obtained version of a Vanuria software product. We generally refuse to provide assistance with such, often manipulated, software versions. After weighing up the consequences, we see this as a reason to consider taking legal action within the framework of proportionality. However, we will first give you the opportunity to subsequently purchase the corresponding license(s) for the Vanuria software you are using. In this case, we will refrain from taking legal action and consider the unauthorized use of the software as an evaluation phase. After the lawful purchase of the license, deletion of the pirated copy(s) and proper installation of the software version(s) provided by us, all support services are available to you in accordance with our offer.

Support request

If you cannot solve a problem regarding a Vanuria software product yourself with the help of the user manual, please use the Support request form. Describe your problem as precisely as possible so we can help you as quickly and effectively as possible.

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