Support
merchantCENTRAL Support
Fast and competent assistance for your business
Support Contact
Email Support
support@altenbrand.de
Our preferred support channel for all technical inquiries. Please describe the issue in as much detail as possible and attach screenshots or error messages where applicable.
Phone Support
+49 6692 20229-0
Mon–Thu 08:30–16:30 CET, Fri 08:30–14:30 CET
For urgent issues impacting your business operations.
Documentation
help.merchantcentral.de
Comprehensive guides, setup instructions, and reference documentation for all merchantCENTRAL modules.
What We Need for Quick Resolution
To process your request as efficiently as possible, please include the following information:
| Information | Example |
|---|---|
| Affected Module | Hub, Amazon Connector, DHL Shipment, ... |
| BC Environment | Production or Sandbox |
| BC Version | e.g. BC 27.5 |
| merchantCENTRAL Version | e.g. 1.1.0.0 (visible on the Dashboard page) |
| Issue Description | What exactly happens? Which steps lead to the error? |
| Error Message | Exact text or screenshot of the error message |
| Reproducibility | Always, sporadic, one-time |
Tip
The more detailed your problem description, the faster we can help. Error messages from the Business Central event log view ("merchantCENTRAL Activity Log" page) are particularly helpful.
Support Scope
Support Included in Subscription
- Bug fixes for software defects
- Assistance with installation and update issues
- Clarification of configuration and setup questions
- Help with API connection problems
Not Included in Standard Support
- Individual customizations or development work
- Training and onboarding (available separately)
- Support for modifications by third parties (see EULA §8)
- Issues attributable to third-party APIs or platforms
For extended assistance, consulting, or custom development, please contact us for a quote.
Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Production fully blocked | Within 4 business hours |
| High | Key function impaired, no workaround available | Within 8 business hours |
| Normal | Limited function, workaround available | Within 2 business days |
| Low | General question, improvement suggestion | Within 5 business days |
Note
Response times apply during business hours (Mon–Thu 08:30–16:30, Fri 08:30–14:30 CET, excluding public holidays in Hesse, Germany). These are target values, not guaranteed times.
Updates & Maintenance
The Licensor provides regular updates to ensure compatibility with new BC versions and to promptly address third-party API changes. Updates are delivered via Microsoft AppSource or directly.
Important
Install updates promptly to avoid compatibility issues. Especially with Business Central major releases, we recommend testing the update in a sandbox environment first.
General Inquiries
For general inquiries about pricing, licensing, sales, or partnerships, please use our Contact page or write to info@altenbrand.de.