Normal opening hours

During official office hours

Monday – Friday: 9.00 a.m. – 12.00 p.m. / 1.00 p.m. – 5.00 p.m.

you can contact our customer server by phone or via e-mail/ticketing system:

Hotline*: +41 (0)848 321 123 (server customer from foreign countries: +41 61 319 28 80)
E-mail/ticketing system: please click here

( Please try to describe your problem as detailed as possible in your request. In this way, you help to avoid long waiting periods and follow-up inquiries. We reserve the right not to treat requests submitted by e-mail or the ticketing system if the information necessary for the support is insufficient, in particular if the exact error description, the customer number or the name domain name is lacking or incomplete.)

* Our hotline is at your disposal during our official opening hours at 0848 321 123 (in Switzerland) or +41 (0)848 321 123 (from abroad). Except connection fees (Swisscom tariff from fixed line network in all of Switzerland CHT 0.08 per minute) there is no additional cost. Costs for connections by mobile networks may be higher.

Outside normal opening hours/Standby service

Outside normal opening hours, our standby service is at your disposal over a fee-based hotline**: 0900 HOSTING (0900 467 846) – Surcharge fee: CHF 3.13 per minute.

The standby service is at your disposal for real emergencies only. Escalation is, besides call surcharge, subject to a charge of CHF 290.– per hour and call. Minimum amount charge: CHF 290.– per call.

For further information see System Management.

** The fee-based hotline is at your disposal outside our normal opening hours at 0900 HOSTING (0900 467 846). Calling the number is subject to a surcharge fee and costs CHF 3.13 per minute.

Support services subject to charge

We provide the following support services only after having received an order from our customers (maintenance order):

script support CGI/ASP/PHP (exception: scripts developed by Genotec)
support for easyOptions
support for free services (free dial-in, domain parking, etc.)
support for Dedicated Server without management contract (interventions in the system)
support for Virtual Dedicated Server (interventions in the system)

Exclusion of support services

There are circumstances where our support team isn’t the right contact for solving a problem, for example if the problem and its cause are outside our sphere of influence and thus cannot be solved by us.

This can be the case in the following circumstances:

problems with a particular application (for example use of particular functions in MS Word)
programming flaws ("bugs") or incompatibilities with turnkey Web applications
services provided by other suppliers, for example failure of the ADSL connection of another provider,
e-banking, etc.
general soft- and/or hardware problems with your computer
problems the with local network in companies or schools, for example in connection with firewalls
Web design / manual modification of Web sites

Unfortunately, in those and similar cases our possibilities to provide support are limited. We ask you, therefore, to contact the proper persons, for example the manufacturer of the software or its user support, the service provider concerned or the system/network administrator of your own company.

Application compatibility / cost absoprtion in case of detailed verifications

If in particular circumstances, it’s necessary for Genotec to effectuate extensive verifications regarding the aptitude for use of particular Web applications, for example because the customer suspects that a server error prevents the flawless functioning of an application, the following rules apply:

Genotec AG carries out an extensive compatibility test with a detailed diagnosis of the application.

If a server-side flaw has been identified as cause of the problem, we'll try to eliminate this flaw or propose a work-around (depending on whether elimination of the flaw is possible or not). Genotec assumes the expenses for time and work resulting on its part.

If the cause of the problem is attributable to the customer, for example in case of a programming or a handling error, the customer assumes expenses for time and work resulting on the part of Genotec.

If the customer consults independent third parties for the error diagnosis, she or he must bear the resulting additional costs.

As a matter of principle, Genotec AG assumes no guarantee for the aptitude of particular applications to run on the platform we provide us or for their flawless functioning on it.

In case of applications supplied by commercial sellers, it's the responsibility of the manufacture to eliminate possible software flaws.

In case of applications developed in-house, it's up to the customer to ensure that the applications are free from flaws or that flaws are eliminated.