Help and support
Get personal help to resolve your problems
When the chips are down, and an error occurs TimeLog is ready with a support department. We are at the disposal of our users and customers, with answers to questions about TimeLog Project.
How may we help you?
The support department answers questions about the use of TimeLog Project and the extensions.
We strive to answer your questions immediately – also if the task demands the attention of another in-house consultant.
Unfortunately, we cannot help answer questions concerning configuration and setting of your hardware, your internet setting and the like.
Before you contact us
Before contacting us, please be aware that you may find answers to your questions in our user guides or FAQ’s. We’ve collected a range of directions and answers to common questions and issues.
If you still have not located the answer to your question, and your TimeLog super user cannot help, ask him or her to contact our Support directly.
The support agreement depends on the version of Time Log Project that your company uses.
Team customers do not have support included in their service agreement. However, it is possible to purchase a 5-unit punch ticket, for 750 kr!#.
Each punch ticket unit is worth one service question. To purchase a service punch ticket, please contact Support. Reporting and correction of possible software errors is free of charge.
Business customers have automatic access to an hour of free support per quarter via their service agreement. Reporting and correction of possible software errors is free of charge.
Enterprise customers have full unlimited access to support via their service agreement.
Customers with an installed version of TimeLog Project pay for all time via remote access.
Corrections and/or updates are covered by the service agreement.
Contact support
Phone and email
Phone +45 70 200 645
Fax +45 36 932 681
Office hours
Monday to friday 09:00 – 17:00
The time is 2:57 at our office.
We offer support all weekdays within office hours. During weekends and on Danish bank holidays we are closed.
Sorry, we're closed
- New Year's Day
- 1. January 2011
- Maundy Thursday
- 21. April 2011
- Good Friday
- 22. April 2011
- Easter Day
- 24. April 2011
- Easter Monday
- 25. April 2011
- Prayer Day
- 20. May 2011
- Ascension Day
- 2. June 2011
- Constitution Day
- 05. June 2011
- Whit Sunday
- 12. June 2011
- Whit Monday
- 13. June 2011
- Christmas Eve
- 24. December 2011
- Christmas Day
- 25. December 2011
- 2nd Christmas Day
- 26. December 2011
- New Year's Eve
- 31. December 2011
In case of error
If you experience an error in TimeLog Project, we ask you to report it to us immediately, so we can correct is as fast as possible.
If you find an error, please do the following:
- Take a screenshot of what lead to the error ( the screen just prior to the error)
- Attach the screenshot to an email
- Describe the error, and how it occurred
- Send the email to
This is how it works
When you contact the support department it is registered in our system, which is based on the extension TimeLog Help Desk.
Afterwards the task is prioritised in relation to our error categories; shown here to the right. This makes it possible for us to allocate the needed resources and prioritise the task quickly.
Subsequently the employee relevant to solving the problem is contacted.
Your contact person in the support department is regularly updated on any developments in the case via email, so we can contact you as soon as the problem has been solved.
We thereby hope to be able to deliver an optimal service to all our customers.
TimeLog’s error categories
Here you can see, how much time usually passes from we receive an error message, until it is corrected.
Errors with high priority
An error, causing large parts of TimeLog Project to malfunction. For example if you get an Application Error (ID-error) on the page.
This type of error is corrected within 8 working hours.
Errors with normal priority
An error affecting the daily use, but not prohibiting the use of TimeLog Project. For example, if access to the weekly timesheet is only available through the main menu, and not with F12.
We try to correct these types of errors within five working days.
Errors with low priority
Any error that does not hinder or affect your use of TimeLog Project. For example a change in graphics or the data set-up.
These errors are corrected in the next update.
Implementation
How to get TimeLog Project to work in your everyday life.
Services
Support
