Heidelberg Mobil International GmbH is a global technology company focused on reshaping how location data is used. With over 20 years of experience in location-based services, our ambitious and highly-skilled team is devoted to continuously extending the capabilities of our product to allow for the implementation of new and innovative use cases. Our DeepHub® enables existing solutions to become part of a larger ecosystem free from barriers.
About the DeepHub®
- Asset tracking
- Human-centric navigation
- Social distancing
- AGV navigation and management
- Job scheduling
- Shop floor security
- Collision Control
DeepHub® Version Support
Heidelberg Mobil only supports the last 3 versions of the DeepHub® (including beta versions of the current version). Anything older than that is considered legacy. Please ensure you keep your DeepHub® software up-to-date to continue receiving support and the latest product improvements.
Helpdesk Support Policies
The purpose of this helpdesk is for Heidelberg Mobil to provide 3rd Level DeepHub® Support to its partners, enabling them to provide 1st & 2nd Level DeepHub® Support to their end customers.
3rd Level Support: Anything related to the DeepHub® software (frontend and backend).
1st/2nd Level Support: Anything handled by a partner and not by Heidelberg Mobil, including anything related to 3rd-party hardware/software, integration, network configuration, vendor-specific configurations, etc.
It is the responsibility of Heidelberg Mobil's partners to provide 1st and 2nd Level DeepHub® support to their end customers and to be their only point of contact for communication and support inquiries. Additionally, partners must ensure that Heidelberg Mobil has all necessary information and access for support inquiries. This may include access to the end customer's system(s), however this is regarded as a "last resort" in the event that the inquiry cannot be solved between Heidelberg Mobil and the partner.
Please note that support inquiries to the helpdesk related to 1st and 2nd Level Support may not be addressed by Heidelberg Mobil, as Heidelberg Mobil is solely responsible for handling 3rd Level Support inquiries.
Agents are available to address inquiries to the helpdesk on Monday-Friday between 09:00-17:00 MEZ.
The helpdesk is closed during public holidays in Baden-Württemberg.