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 you contact us, we would like to point out that many answers can be found in our user guides. Here we have gathered a range of guides with answers to the most common questions and problems.
If you are still stuck with your problem, and your system administrator cannot help, then contact the support department directly.
All TimeLog customers automatically have access to one hour of free support per. quarter via their service deal. Registration and correction of error messages are handled additionally.
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 22:24 at our office.
We offer support all weekdays within office hours. During weekends and on Danish bank holidays we are closed.
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
The customers say…
“The main attraction for us was TimeLog Project. It has all the features we need to track time and keep the quality assurance up to ISO standard.