Request beroNet Support

Support questions will not be answered per telephone.
Please submit all support queries to: support.beronet.com
If you need immediate support, please review our on-demand support.

Basic Support

Support via the beroNet Support Desk
Free
  • Basic assistance for your beroNet VoIP Hardware
  • Response within 48 hours on business days

On-site Support

Full-day on-site support
DE: 1200 € EU: 1400 €

Full-day onsite support, including Travel in DE and EU countries:

Full day dedicated on-site support

Help with 3rd party technology and applications

Written report on what our support team did

Two weeks of advance notice required

Written report on what our support team did

Frequently Asked Questions

Can I call the support team?

Our support team does not take direct calls, however communicates over our support portal. This ensures that each customer is helped in accordance with our SLAs. Most support questions have answers in our wiki. This can be found at wiki.beronet.com.

What will happen if I call beroNet and ask for support anyways?

When you call, our sales team will ask you to open a ticket in the Support Portal. If you already have a ticket, we will offer to write a comment into the ticket for you. This will then be shared with the agent assigned to the ticket, and yourself so that you can keep it for your records.

I need help now - is there any way I can talk with a support agent on the phone?

Our support team is not available directly over the phone. If you need urgent assistance, you can schedule an On-demand Support appointment at beronet.com/support. This costs 149,- Euros.

How do I open a ticket?

To open a support ticket, navigate to support.beronet.com and login to your support account. If you don’t have an account, you can easily create a new account by clicking “Sign up”. Once you have logged in, search our database for your question. It is possible that someone has asked it, and we recorded the answer. If it is not there, click on the appropriate “Support Request” button for your product. Fill out the form, and click submit.

I forgot my support password, how do I reset it?

To reset a password, navigate to support.beronet.com and enter your email address. After clicking “next”, click on “Forgot your password?” You will then receive an email allowing you to reset your password.

I didn’t receive the email to reset my password, what do I do?

Please double check that you used the correct email address and check your spam folder. It is also possible that you haven’t created an account in our support portal yet. If you aren’t certain, try making an account with your email address. If this doesn’t work and you still can’t reset your password, send an email to info@beronet.com and an associate will assist you.

Can I reply to support ticket notifications from my email?

No. All answers must be done directly in the support portal. This ensures that all messages are received by our support team in a timely manner and any confidential information is shared over a secure system.

What should I add in my support ticket?

Please describe every aspect of your telecommunication system and scenario. Many queries will also require a full trace. This can be made by going to “Management” and “Full Trace” — start the full trace and duplicate the issue. Stop the full trace, download the files and attach them to your ticket.

I haven’t heard back from Support, what should I do?

Our SLAs guarantee a response within 48 hours on business days. This does not include weekends. Therefore if you opened a ticket on Friday, please be patient for us to respond. If the 48 hours are about to expire – login to the support portal to ensure that you haven’t received a response. Your email provider may have sent notifications from the portal to your spam folder. If there is no response in the portal, add a comment to the ticket and ask for an update. In the unlikely event that you do not receive a response, please contact us directly and a sales associate will check the progress of this ticket.