General Terms
All offers, contract conclusions, invoicing, and other legal declarations are made exclusively under these terms and conditions. Deviations, particularly the transmission of differing terms and conditions by our customers, shall only apply if we have explicitly acknowledged them in writing.
Our offers are non-binding until a final contract is concluded; a legally effective contract is only formed when the offer is signed and submitted by the customer to Martin Eidher IT/IS. The content of the contract is derived solely from the offer or invoice; any changes to the order confirmation must be requested in writing by the customer immediately upon receipt.
Prices are net prices plus additional costs such as shipping, packaging, transport, and similar expenses. Cost estimates are non-binding and subject to a fee unless a related order is placed.
Martin Eidher IT/IS is entitled to offset customer payments against older debts first; any differing payment allocations by the customer are not considered.
The customer is not entitled to withhold payment or offset claims against Martin Eidher IT/IS unless the claims are acknowledged by Martin Eidher IT/IS or have been legally established. Indicated delivery dates are not binding unless expressly specified as fixed dates.
The risk transfers to the customer upon delivery of the contractual goods or upon notification of readiness for pickup. Martin Eidher IT/IS is entitled to withdraw from the contract without obligation for damages if unforeseen technical difficulties arise due to the nature of the order that make execution unreasonable.
The warranty period is six (6) months from the date of delivery of the product. Any defects must be reported in writing without delay. The customer must prove that the product is defective. Warranty claims are excluded in the case of improper handling, insufficient maintenance, contamination, use of unsuitable accessories, or any disregard of instructions provided by Martin Eidher IT/IS.
Liability for consequential damages and pure financial losses is excluded; otherwise, damages are only compensated in cases of intent or gross negligence and are limited to the invoice amount.
Deliveries by Martin Eidher IT/IS are made with retention of title. The customer is obliged to inform any third party of Martin Eidher IT/IS’s ownership. If third parties assert claims on products under retention of title, the customer must immediately inform Martin Eidher IT/IS and indemnify the company for all costs incurred in enforcing its ownership rights.
The invalidity or ineffectiveness of any provision shall not affect the validity of the remaining provisions. Both parties agree to replace such provisions with others that fulfill the economic intent of the contract.
The exclusive place of jurisdiction for all disputes arising from this contract is Korneuburg, Austria. This contract is subject to Austrian law, excluding the conflict of law rules and the United Nations Convention on Contracts for the International Sale of Goods (CISG). Amendments and additions must be in writing and explicitly marked as such.
Support and Service Terms
Martin Eidher IT/IS offers support services to all customers.
Support is generally subject to a fee. Hourly package deals are available to reduce costs.
These support services are subject to the support conditions outlined here, in conjunction with service descriptions, price lists, and the terms of manufacturers/providers of hardware and software sold by us, as well as the general terms and conditions.
Booking of an hourly support package must be done via the sales team. The package becomes usable after payment of the invoice. The term begins on the booking date and is valid for 12 months (to the exact day). Payment must always be made in advance. Withdrawal, cancellation, or early termination is excluded.
Retroactive package purchases are not possible. However, the most recent paid support case can be credited against the package cost within two weeks of receiving the invoice. The support invoice will then be offset against the package fee.
Our support team is available daily. Our current support hours are:
- Monday to Sunday, 08:00–22:00 – direct phone support
- Monday to Sunday, 22:00–08:00 – callback within a short time frame
Support
Support means assistance by qualified personnel with individual configuration issues and general questions about the used systems/software (system, network, and hardware settings). Martin Eidher IT/IS offers different types of support.
No Support
Help beyond normal support, such as complex questions, conceptual work, advanced processes, or installation/configuration of networks, is not considered support. This assistance may be provided through a paid training, installation, or consulting service. Martin Eidher IT/IS reserves the right to reject or interrupt support requests that go beyond the usual effort, particularly in complex cases or when many questions are raised. In such cases, the customer will be advised to book a paid service instead.
Written Support
Support requests and responses are handled via email only to: support(at)eidher.at. The standard response time is 48 hours (working days). On weekends and Austrian public holidays, requests are only processed if previously agreed in writing. Requests sent to other (e.g., personal) email addresses are not guaranteed to be processed.
Telephone Support
Telephone support is available only via +43 2262 21700 999. Responses may be given by phone or email. From 22:00 to 08:00, callbacks are made within a short time. Calls to other extensions or personal mobile numbers of Martin Eidher IT/IS employees are not guaranteed to be answered or returned.
Technical Support – Third-Party Hardware/Networks/Software
Technical support for hardware, networks, or software not supplied by Martin Eidher IT/IS is always subject to fees and provided as feasible, without warranty.
Remote Support
Remote support is available on request and can be provided as part of standard support services. It includes remote access to the customer’s hardware by our support team.
Emergency Support
Support outside business hours is intended primarily for emergencies. An emergency is defined as an acute, business-critical incident. If the issue is not acute or business-critical, the support staff may inform the customer that the case will be handled during regular business hours instead.
Support Billing
Support is billed in fifteen (15) minute increments per started minute. The standard hourly rate is EUR 149.00 from Monday to Saturday, 08:00–20:00, and EUR 298.00 from Monday to Saturday, 20:00–08:00, and on Sundays and holidays (as of 01.07.2022). Invoices are typically issued weekly. A summary of services is included in the invoice; detailed time logs are available upon request. For this, contact office(at)eidher.at.
Rental Devices (generally subject to charges)
Martin Eidher IT/IS offers various hardware as rental devices as part of support services. In case of hardware failure, rental devices may be requested subject to availability. Devices must be returned promptly and at the customer’s expense, no later than three weeks after receipt. General hardware terms apply. Weekly pricing is available on request.
Travel & Accommodation Costs (generally subject to charges)
Travel and necessary accommodation expenses for our staff must be covered by the customer for on-site appointments.
Adjustments
Martin Eidher IT/IS reserves the right to adjust individual support services at the end of the current term based on market conditions. Changes may include both service content and price increases. Notification of such adjustments will be given at least two weeks in advance through regular communication channels.n Kanäle.
Updated: 01.07.2025