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Support & Guarantee

STRYME's Care Packs fit your business needs – now and tomorrow.

STRYME’s Care Packs have been designed to perfectly meet your needs and budgets. Whether it is a basic question that relates to the software or a rapid response you need from our engineers to solve a problem, STRYME’s Care Packs cover every eventuality. For a more customized solution with self-defined response times and daily services, we even offer a special Elite Care Pack.

Customer care packs

Our Basic Care Pack provides you with general support via web and email during CET office hours. It covers problems that do not require immediate assistance, such as general software issues. The Premium Care Pack and the Elite Care Pack ensure that you receive daily assistance within a short or even self-defined response time. Your requests will be answered and handled by our 1st and 2nd level engineers and prioritized in the work process.

STRYME‘s minor and major upgrades ensure that your system is always state-of-the-art – for no additional charge.

Click on the button above to get more information on the STRYME Subscription Care Pack. 

The STRYME Subscription Care Pack information applies to any STRYME Care Pack such as GENESIX Basic Care Pack, GENESIX Premium Care Pack, GENESIX Elite Care Pack or BRODSTAR Basic Care Pack, BRODSTAR Premium Care Pack, BRODSTAR Elite Care Pack or GENESIX Ingest Package Compact, GENESIX Ingest Package Large, GENESIX Ingest Annual Update or GENESIX Security Package Compact, GENESIX Security Package Large equally.

Please read the following STRYME Subscription Care Pack information carefully.

Basic Care Pack

  • licensing
  • installation help
  • configuration support
  • bug reports and bug fixes
  • minor system updates
  • 1st level support

     

    3 years guarantee

    M-F, 5*9am-5pm CET
    24 hours response time

    Premium Care Pack

    • licensing
    • installation help
    • configuration support
    • bug reports and bug fixes
    • minor system updates
    • major system updates
    • 1st level support
    • 2nd level support
    • defined processes for escalations and elevations
    • advanced position in work process
    • support via TeamViewer

     

    5 years guarantee

    Daily, 7*8am-6pm CET
    4 hours response time

    Elite Care Pack

    • licensing
    • installation help
    • configuration support
    • bug reports and bug fixes
    • minor system updates
    • major system updates
    • 1st level support
    • 2nd level support
    • defined processes for escalations and elevations
    • advanced position in work process
    • support via TeamViewer
    • preventive services
    • system health and antivirus check
    • guaranteed system recovery
    • warranty of spares

     

    5+ years guarantee

    Daily 7*8am-8pm CET
    self-defined response time

    Hardware and Software Guarantee

    Our STRYME team offers different delivery methods for the provision of guarantee services, including but not limited to the delivery of parts and products, remote or on-site services and maintenance.

    STRYME hardware and software products may come with a 3-year, 5-year or 5-year PLUS limited guarantee period.

    A 1-year guarantee period is automatically included.
     

    What must I do if I need STRYME support?

    Support Hotline

    +43 1 968 11 62 77

    Support Email

    click here