Since mid-2008, Distromel, S.A. makes a new customer service system available for its customers, whose main role is to deal with requests and incidences, although it also keeps track of services of the data technological platform.
Incidences reported by the customer are dealt via email to suppert@distromel.com or to our customer service line 902 409 050. These messages are registered and managed through the Support Department setting a registration identification code (IDR)for each incidence.
The customer is informed about the code number assigned to the incidence.
Later, incidences are managed for processing and transferred to the corresponding department according to the issue asked by the customer.
At all times, the customer is informed about the status of the incidence via email communication. When an incidence is solved (prior authorisation by the field technician), the technical support department informs the customer about the closing of such incidence providing information on the cause and solution.
The support department has a highly qualified technical team to guarantee the appropriate service to solve incidences in the shortest possible time.
Download the executable help file and we can connect to your computer to explain you the doubts that arise. Follow the instructions below.
- Click on the button to start downloading the file.
- Save it on your computer.
- Wait the download finished.
- Double click on the file to execute it.
- Send us the ID code to our email address support@distromel.com
To report vulnerabilities or cybersecurity incidents detected in Distromel products certified under the EUCC scheme, the following email address is provided as the official channel: soporte.EUCC@distromel.com
Supplementary Cybersecurity Information in accordance to REGULATION (EU) 2019/881 article 55:
a) Guidance and recommendations to assist users with the secure configuration, installation, deployment, operation and maintenance
can be found in the Security Target on the ENISA site: https://certification.enisa.europa.eu/certificates_en
Follow the certificate number and then the «Certification Documents».
(b) The product will be maintained during the validity of its certificate
(c) Information about accepted methods for receiving vulnerability information from users can be found at https://www.distromel.com/soporte/
(d) vulnerabilities, if available, are listed on ENISA’s European Vulnerability Database (EUVD): https://euvd.enisa.europa.eu/
