Support

Request support.
With clear billing.

Describe the problem in the form. Your request reaches me directly as an email and receives a reference number for follow-ups. There is no ticket portal.

Go to the form

Support options and hourly rates

Which support you can choose depends on whether a maintenance contract is in place. Support is offered exclusively to businesses, self-employed professionals and public bodies. All prices are net, plus VAT at the statutory rate; my terms and conditions apply.

Standard support
Included in the maintenance contract
Questions, faults and help with the systems and applications your maintenance contract covers.
Premium and remote support
€149 net per hour, billed by the minute, plus VAT
Help, adjustments and remote support without a maintenance contract, billed by time.
Emergencies outside business hours
€199 net per hour, billed by the minute, plus VAT
Critical outages and security incidents outside business hours (Monday to Friday, 9:00 to 18:00 German time, excluding public holidays in Saxony), by arrangement on the phone. During business hours, the premium support rate applies without a maintenance contract.

Before any chargeable work begins, you receive an effort estimate. Without your approval I do not start chargeable work.

Send a support request

Your answers on contract and type of support decide how I bill. Everything else helps me narrow the problem down quickly.

Required fields are marked with *.

Name

Email address

My reply goes here.

Company

Sole traders and freelancers too: your business name.

Phone(optional)

For questions, if a call is quicker.

Do you have a maintenance contract with me?

This decides which support is available and how it is billed.

Yes, maintenance contract in placeStandard support is included in the contract.No maintenance contractBilled by time spent, after a prior effort estimate.

Type of support

Standard supportQuestions and faults covered by your maintenance contract.Premium and remote supportHelp, adjustments and remote support, billed by time. Without a maintenance contract: €149 net per hour, billed by the minute, plus VAT.EmergencyCritical outage or security incident. Please call as well. During business hours, the premium support rate applies without a maintenance contract. Outside business hours (Mon–Fri 9:00–18:00 German time, not on public holidays in Saxony): €199 net per hour, billed by the minute, plus VAT.

Area

Urgency(optional)

Helps me triage. A fixed response time only applies with a service agreement.

Subject

A short summary, for example “Printer in office 2 does not print”.

Description

What happened, since when, and what have you tried? Quote error messages word for word.

Attachments (optional)

Screenshots or log files help narrow things down. Up to 3 files, 3 MB in total. Allowed: PNG, JPG, GIF, WebP, PDF, TXT, CSV, JSON, ZIP.

Choose files

I am contacting you as a business, self-employed professional or public body (section 14 German Civil Code), not as a consumer.

Spam protection

Cloudflare Turnstile loads once you start filling in the form.

I use your details to handle your request. How the form processes data, including the spam protection, is explained in the privacy policy.

The form needs JavaScript for sending and spam protection. Without JavaScript, you can reach me directly: hi@glaeser-it.com or +49 371 2335002-0

Availability and response times

You can reach me by phone and email Monday to Friday, 9:00 to 18:00 German time, excluding public holidays in Saxony.

Without a written service agreement, I tell you honestly when I can fit your issue in, rather than promising a fixed response time. Binding response times, priorities and escalation paths are set out in a service level agreement (SLA), for example as part of a maintenance contract.

I am a sole proprietor. There is no standby team; I announce longer absences in advance.

How a support request works

Send the request
You describe the problem, ideally with screenshots or log files, and receive a reference number once you have sent it.
Triage
The request reaches me directly by email. I get back to you and clarify open questions.
Estimate first, then work
Chargeable work only starts once you have approved the effort estimate.

A general question or a new project? Go to the contact form

Support options and hourly rates

Standard support

Premium and remote support

Emergencies outside business hours

Send a support request

Good IT startswith a conversation.

Good IT starts
with a conversation.