RIMERIT Essen Support – Service Desk, phone, remote support

Support

General information

You can reach our technical support at any time by email (support@rimerit.com) or via our Supportportal (servicedesk.rimerit.com).

The Support Portal is available exclusively to our customers.

During our support hours (Monday to Friday, 08:00–18:00), our team is also available by phone at +49 201 21960988.

On public holidays (Germany & North Rhine-Westphalia) and outside our support hours, we are only reachable by phone for our 24/7 support customers.

Technical Support

Available by email

servicedesk@rimerit.com

Support Portal

For service customers

servicedesk.rimerit.com

Phone

For service customers

+49 201 21960988

Remote Support

Remote assistance

Download AnyDesk

General information

Our support team assists all customers with Office 365, Microsoft 365, and Azure. For our CSP customers, we provide free email support for products purchased through the RIMERIT CSP program (csp-support@rimerit.com). As part of this support, we can also open a support ticket with Microsoft if required.

Support also includes all RIMERIT Managed Cloud products with regard to functionality and availability. The free email support does not cover on-premises issues, hardware and operating system problems, or changes (planned changes). Free email support is intended exclusively for IT administrators / IT managers and is not end-user support.

Self-service links for Office 365

You can find Microsoft’s support page with numerous FAQs, videos, and guides for Office & Microsoft 365 here:

www.support.office.com/de-de

SLAs & response times

As part of our various Support & RIMERIT Services, we offer different SLAs and response times.

RIMERIT Services customers can find the agreed SLAs/response times in their existing contract.

For customers without an existing contract or without CSP procurement via RIMERIT, we do not guarantee SLAs or response times.

Response time for our free CSP email support: 72 business hours (weekdays).

Response time for RIMERIT Managed Cloud products: 8 business hours (weekdays).

Costs & pricing

All support services provided by RIMERIT — except our free CSP email support — are subject to a fee.
Billing is per started quarter-hour, in 15-minute increments (15 minutes = one unit), based on actual effort.

We charge €32.50 per unit, plus VAT.