Introduction
This article describes availability of our customer support services, including the operating hours of the Customer Support team and resources available in the Support Center.
Support availability
Customer Support team
You can contact our Customer Support team at this email: location-risk-intelligence@munichre.com.
Tip: If you want to report an issue, view the article How to report an issue.
Monitoring services are available throughout the entire workweek, while customer support is offered during business operating hours from 06:30 to 20:30 CET, Monday through Friday, excluding local public holidays in Munich, Germany.
Detailed information about the first-level and second-level customer support service is provided in the following table:
| Day | Mon | Tue | Wed | Thu | Fri | Sat | Sun |
|---|---|---|---|---|---|---|---|
| Time (CET) | |||||||
| 12:00 AM–06:29 AM | Off-service hours. On-call for major issues only | Off-service hours. On-call for major issues only | |||||
| 06:30 AM–08:30 PM | RMP customer support - business operating hours | ||||||
| 08:31 PM–11:59 PM | Off-service hours. On-call for major issues only | ||||||
Support Center
You can search for the necessary information in our Support Center. For example, the Troubleshooting section contains articles about common errors users may encounter, along with guidance on how to resolve them. It also provides instructions for typical troubleshooting steps, such as browsing in incognito mode, clearing browser cache and cookies, or generating a HAR file.
Additionally, when you report an ussie using a contact form, the system automatically suggests relevant articles from the Support Center based on the keywords you use. These articles may help you resolve issues on your own.