Welcome to waterloo customer support. We answer all your questions about our hardware and software solutions for water suppliers.
You can call us at any time during our support hours*. The rest of the time, you can send us a message via the following contact channels.
Contact us by e-mail to ask a question, submit a request for a new function or report a software error.
We will get back to you as soon as possible.
Are you an existing customer? The new Management Center 4.0 (MC4.0) interface makes your day-to-day work even more efficient.
To help you find your way around the new interface effortlessly from day one, you will find practical, clear explanatory videos in the waterloo Academy.
Are you an existing customer? You can reach our German-speaking Customer Success Team during our support hours:
Mon-Thu:
08:00 – 10:00
11:00 – 12:00
13:00 – 14:00
15:00 – 16:00
Fri:
08:00 – 10:00
11:00 – 12:30
* Telephone support is not available on Austrian public holidays (e.g. national holiday May 1, national holiday October 26, etc.) and on weekends (Saturdays and Sundays). E-mail support and the helpdesk manual can be used at all times.
Everything you need to know about waterloo live demos at a glance. Here you will find answers to frequently asked questions.
Here you will find all information on the system availability of waterloo software solutions: Call up system status
As a manufacturer of waterloo solutions, we provide technical support for our products for existing customers. You are welcome to contact us by e-mail or telephone. We record your request in our system and assign it to a corresponding support level (1st, 2nd or 3rd level). In doing so, we take into account the urgency of your request compared to others. Fees may apply for special services such as data cleansing or migration. Please note that we cannot provide support for third-party software solutions (e.g. billing systems).
Do you have any questions? Our Customer Success Team is there for you! Our multi-level support enables us to process your requests quickly. Our experienced 1st-level support staff are available to answer general questions. More complex problems are forwarded to our 2nd-level support specialists. Our development department in 3rd-level support is responsible for in-depth technical questions and specializes in rectifying software errors and ensuring data quality.
You pay for our fee-based support services every 15 minutes. Every quarter of an hour or part thereof is charged in full. We will invoice you on a quarterly basis. For example: If our support team works for you for one hour, you will be charged for 4 units (4 x 15 minutes). These will be invoiced at the end of the quarter together with all other units.
A good customer relationship is important to us! We will be happy to clarify your request over the phone. So that we can process your request in the best possible way, it is sometimes helpful if you also provide us with a screenshot or a file. This enables us to get an exact picture of your problem and find a quick solution.
The response times for support tickets submitted here are between one and eight working hours. Please note our support times. Response times for developer support may vary.
Check the waterloo system availability by calling up the status page. If your my.waterloo account is still not available, please contact WATERLOO Support.
You can change your password on the login page of your waterloo account under the link “Forgot your password?”.
Check your spam folder. If your spam folder is empty, add the following e-mail addresses to your mail program’s address book:
Please contact our support if you still do not receive any notifications.
So that we can help you in the best possible way:
To take a screenshot on the waterloo Fullservice tablet, …
You can usually find the saved screenshots in the Gallery app in a separate folder called “Screenshots”.
Once you have signed the contract, we will set up your personal waterloo account for you. In our waterloo Academy, we show you step by step how to use waterloo optimally with the help of short videos. After completing the Academy, you can make an appointment with us, where we will answer any questions you may have in about an hour. Our experienced Customer Success Team will be at your side throughout the training and will be happy to answer your individual questions. Our aim is for you to find your way around quickly and to make your work more efficient. You can also contact our Customer Success Team at any time after the training.
Can’t find the right answer in our FAQs? We are here for you! Our team will be happy to help you personally!
