Contacting Support

Providing the best possible support to our customers is very important to us. Please help us help you by following these guidelines.

Critical Issues

If you have a valid service contract and the issue is considered critical, please contact our Call Center and clearly state that this is a critical issue. Your Service Contract User Guide contains the necessary Call Center contact information.

Clear Description

It is important that you write a clear description of the issue. Please include the current version number of Micetro and related components and provide detailed information based on the following questions.

  • What were the circumstances when the issue came up?

  • Did an upgrade take place recently?

  • Has anything specific to your DNS/DHCP changed recently?

  • Do you have any logfiles or screenshots available that might help diagnose the problem?

  • In which part of Micetro did the issue come up? E.g. Management Console, DNS/DHCP Controller, Men&Mice Central, Web Application?

Send an email to us

Send an email to with the above information. We will get back to you as soon as possible.

Support Contracts

If you have a Support Contract, please refer to the contract for more information.