En:Fair Use Policy

If you get stuck, you can quickly and easily send a message to the Winestro.Cloud team in the Ticketsystem. Free help in the ticket system (or by e-mail / answering machine) is included in every support plan. (There are also other support plans with direct telephone contact).

If possible, please do not send a message by e-mail, as we can act more quickly via the forum. 

Most issues can be resolved on the same day and the line to the developers themselves is extremely short. We also like to take on board new ideas from our wineries and thus develop Winestro.Cloud further, directly according to the needs of our customers.

Unfortunately, the ticket system cannot be a substitute for the manual/videos or training/instruction by our team (we are already working on a GPT version for this purpose).)!

In order to be able to provide all users (on average, a user submits about 2 tickets per month) with free support as quickly as possible, support may become chargeable if 15 help tickets per month are used permanently in the first three months, and 10 tickets in the following months. However, this rarely happens and you will be notified before any costs are incurred. 

Here we show you quite transparently what fair use is for us.

'Included in free support

Not included in free support

General questions on various topics Questions about program processes Questions about billing and parcel services Advice on viticulture and program topics in general Reporting errors in the program Reporting ideas about the program General feedback - praise welcome :) Enquiries about contract work Requests for package changes Suggestions / hints for the program and Wiki in general Feedback and questions about training

Correction of own input errors / adjustments of databases Correction of data transfers after final acceptance Communication with the tax advisor Communication with IT service providers Communication with agencies etc. *If necessary, "all-round carefree" is covered by creation package - free of charge in the Forum Recall requests Support of self-purchased hardware such as printers etc. More than 10 tickets per month Use the forum as a wiki / manual replacement in the long run ;)