What types of technical support does DINA offer?

DINA divides its support into three levels:

• Level 1: Free Basic Support.
• Level 2: Paid Technical Support.
• Level 3: Paid Project Services (e.g., application design and custom training).

What is included in the free Basic Support (Level 1)?

Basic Support (Level 1) includes answering product questions, providing product recommendations, and supplying standard documentation. Inquiries are processed with a maximum processing time of 15 minutes (without remote access). Remote support analysis for potential hardware defects or warranty claims is also free of charge.

When do costs apply for support (Level 2 & 3)?

Level 2 support applies if processing takes longer than 15 minutes or if remote access is required – for example, for detailed error analysis or checking circuit diagrams. The cost is €120 per hour (billed in 15-minute increments). Level 3 support (e.g., application design) is billed either at €120 per hour or at a flat rate.

How can I contact technical support?

The easiest way to reach our support is via the contact form on our website: https://www.dina.de/en/technischer-support.

Alternatively, we are happy to assist you directly:

• Phone: +49 7022 95171
• Email: support@dina.de