We won't leave you alone with your digital solutions
Our support team provides reliable assistance, whether you need help with your website, custom software, or a complex system.
Technical issues, adjustments, or unexpected challenges are part of everyday digital life. We ensure that your applications run smoothly, are continuously developed, and that you can count on clear, competent support at all times. We rely on transparent communication and solutions that really help.
Our goal is to provide you with long-term security. We take care of updates, error analysis, optimizations, and the ongoing operation of your systems. This allows you to focus on your business while we ensure that your digital tools function reliably and evolve with your requirements.
Free Support
Assistance resulting from a malfunction of a LYNOVA product you have purchased, whether it is a software solution or a website developed by us, is always free of charge. Your information about the process and a description of the problem that is as accurate as possible will help us find the cause more quickly and implement the necessary corrections efficiently.
Using the Software
The user interfaces of our software solutions are designed for intuitive usability. This means that you can usually find your way around quickly and independently, without long training periods.
However, if you do have any questions about how to use the software, you can contact LYNOVA Support in exceptional cases. Please check the documentation or help pages provided first, as many answers can be found there. Depending on the scope of the instruction required, additional costs may apply.
External Influences
Assistance for problems that are not directly attributable to a website developed by us or one of our software products must be considered separately. Malfunctions often arise from the interaction of various components in the respective operating environment, such as external systems, plugins, server configurations, or third-party software.
In such cases, we require detailed information about your environment so that we can analyze the cause precisely. This is the only way to understand which external factors influence the behavior of the website or application.
Demo Versions
We provide demo versions of some of our software products. These can be obtained free of charge and tested within the scope of the respective license agreement. As these are non-binding trial versions, support services can only be offered in exceptional cases. Demo versions are not usually available for websites.
Beta Versions
In certain cases and at the request of our customers, we provide a beta version before introducing a new software solution. This serves to test the application in a real environment before it is officially rolled out. At this stage, development is usually not yet complete, which means that faulty or incomplete functions cannot be ruled out. This is exactly what the beta phase is for.
Beta versions are not usually used for websites. Instead, tests are carried out directly in a protected development or staging environment. The scope of support provided during a beta phase is agreed with the testers involved on a case-by-case basis.
Illegal Software Copies
If you have a version of a LYNOVA software product that was not legally acquired, we cannot offer any support for it. Such versions are often manipulated or incomplete, which makes reliable support impossible. After careful consideration, we also reserve the right to take legal action within the bounds of proportionality.
Before this happens, however, we will give you the opportunity to purchase the necessary licenses retrospectively. In this case, we will waive legal consequences and consider the unauthorized use as an evaluation phase. After you have legally purchased the license, deleted all pirated copies, and installed the original versions provided by us, all support services will be available to you again without restriction in accordance with our offer.
Provider Clarifications
If problems arise that originate with the hosting provider, we will clarify them directly with the provider. The prerequisite for this is that your website was put into operation by us with this provider or that it is a provider that we have expressly recommended. This ensures that technical issues can be resolved efficiently and without detours.
Third-party Hosting Without Recommendation
If your website is hosted by a provider of your choice and not recommended by us, we cannot provide support for problems that are clearly the responsibility of the provider. In such cases, we often lack the necessary access, influence, or guarantees to ensure reliable troubleshooting.
Costs for External Causes
For problems that are not caused by our products or services, the costs incurred will be charged. This applies in particular to costs that arise when a website is hosted by a third-party provider, resulting in additional analysis or coordination costs.
Support Request
In some cases, problems with a software application can be solved by referring to the available documentation. This is usually less possible with websites, as technical causes often lie in the background and cannot be directly influenced by the user. If you are unable to resolve your issue yourself, please fill out the support request form. Describe your problem as precisely as possible so that we can help you quickly and effectively.
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