Our support

Always there for you

Our development process aims at making the AppNavi available to you according to the product specification. Comprehensive quality assurance measures are an integral part of our development process. However, in view of today’s complex IT landscapes, it cannot be ruled out that an incident will occur.

Product or solution incident

In the case of incidents, we distinguish between product and solution incidents.

product incident occurs when the function of the AppNavi is completely or partially limited.

It is a solution incident if route interruptions occur or, for example, news is not displayed as expected. Solution incidents will be remedied by your contractual partner if he has developed the solution for you. If you need assistance with content created by you, please also contact your contractual partner at any time. He or she will be happy to make you an offer for the resolution of the incidents that are not part of your contract.

Initial incident classification

When reporting an incident, please make an initial incident classification. This will help us to take this into account when prioritizing. However, we reserve the right to modify the classification after evaluating the incident. You can find your service claim at any time in our Terms & Conditions. You can find an excerpt of the fault classification here:


A low incident exists if the use of the contractual software is possible without or with insignificant restrictions.

Operation restricted

A operations restricting incident shall be deemed to exist if the use of the contractual software is significantly restricted.

Operations prevented

An incident preventing operation exists if the use of the contractual software is impossible or severely restricted.

Contact points for questions

Depending on the classification of the problem, we offer you different support services. You have the choice from a simple information request to an acute support request. Therefore, consider how deep your question is and where you could find the best and fastest help.


In the extensive docs you will find instructions, details about individual components and information about product updates.


The AppNavi Forum is your exchange platform with our development and support team. You will find quick help and lots of information there.


If there is a serious problem that needs to be looked at by multiple technicians, opening a ticket is the way to go.


Please contact your contractual partner in any case of an incident. The contractual partner has described the process for reporting a fault in the context of the contract.

Please contact us via ticket system or contact form, if AppNavi GmbH is your contractual partner and you are named as the responsible contact person for AppNavi within your company.

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