Quick help: FAQs and tips can be found in the fairkom knowledge base.
1. First, do a quick self-check
- Is your internet connection working?
- Is your browser up to date? (Recommended: Firefox or Chromium)
- Have you cleared your browser cache? (Strg+Shift+R or F5)
- Is the service available? See Cloud Status - maintenance may be in progress.
2. How to contact us
| Method | For whom | When |
|---|---|---|
| Helpdesk-Ticket (Log in with fairlogin) | Customers | Standard method with instructions for providing a detailed description of the problem |
| GitLab-Issue (Log in with fairlogin), Services: fairmeeting, fairteaching, fairchat, fairlogin, faircloud, all | all | Directly on the relevant project page - responses to notifications can be sent via email. |
| Community-Chat | all, including users of the free services | General questions - answers come from the community or our technical staff. |
| Email: helpdesk [at] fairkom.eu | Customers | Only if the help desk is unavailable. |
| Phone: +43 508020 800 (AT) / +49 40401900 9 (DE) | Customers with a support agreement | If nothing else works, subject to availability and SLA. |
3. What to include in every issue report
- Operating system and version (Windows, Linux, macOS, Android, iOS)
- for web services: Browser and version
- Screenshot, if helpful
- for GitLab: select the Support label
- Never include a password - we never ask for one.
Please check first to see if the issue has already been reported.
4. Support Terms
- Response (Best Effort): We typically respond on the same or next business day.
- Costs: Support is generally subject to a fee (billed in quarter-hour increments). This does not apply if the error is in our end.
Support for desktop applications, smartphones, user errors, and more complex usage scenarios is always subject to a fee. - Windows: We work almost exclusively with open source software and therefore provide only limited support for Windows. Upon request, we can refer you to partners.
For those switching operating systems, we recommend Linux Mint.
5. Professional Support and SLAs
Personal support (on-site, by phone, video conference, screen sharing, TeamViewer) is available upon agreement.
SUPPORT Packages sales [at] fairkom.eu (Request Agreement)
Service Level Agreements (SLAs) are available for guaranteed response times:
| SLA Basic | SLA Premium | |
|---|---|---|
| Max. Response Time | 8 hours | 4 hours |
Support Hours:
- Mon-Thu 8:00 a.m. - 3:00 p.m.
- Fri 8:00 a.m. - 12:00 p.m.
- Sat/Sun available for an additional fee
We'd be happy to develop other options - please specify the number of employees and your desired response time.
6. fairkom Conflict Resolution / Abuse Reports
Please report illegal, offensive, or objectionable content to abuse [at] fairkom.eu, specifying the platform and the time it occurred.
We will contact the users responsible or delete the content, provided we are authorized to do so.
