{"id":7501,"date":"2023-08-11T10:35:39","date_gmt":"2023-08-11T17:35:39","guid":{"rendered":"https:\/\/membermouse.com\/?post_type=ht_kb&#038;p=7501"},"modified":"2024-08-06T09:41:42","modified_gmt":"2024-08-06T13:41:42","slug":"membermouse-unterstutzungspolitik","status":"publish","type":"ht_kb","link":"https:\/\/membermouse.com\/de\/docs\/membermouse-support-policy\/","title":{"rendered":"MemberMouse Support-Richtlinie"},"content":{"rendered":"<h2 class=\"wp-block-heading\">MemberMouse Support-Ressourcen<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">F\u00fcr Ihren Unterst\u00fctzungsbedarf werden zwei Ressourcen angeboten:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Artikel der Wissensdatenbank&nbsp;<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">There are over 600 articles and videos in our knowledge base, which is growing weekly. We&#8217;ve left no stone unturned, and each page of the application has detailed documentation associated with it. Take a moment and do a&nbsp;<a href=\"https:\/\/membermouse.com\/de\/docs\/\" target=\"_blank\" rel=\"noopener\" title=\"\">Suche nach einem Artikel<\/a>&nbsp;die Ihnen bei Ihrem Problem helfen k\u00f6nnten. Wenn Sie nach Durchsicht der Dokumentation weitere Fragen haben, k\u00f6nnen Sie ein Ticket einreichen oder den Link am Ende jedes Artikels verwenden, um uns zu kontaktieren.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>E-Mail<\/strong> &#8211; <strong>Eintrittskarten<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Wenn Sie in einem unserer L\u00f6sungsartikel keine Antwort auf Ihre Frage finden und ein Ticket einreichen m\u00fcssen, k\u00f6nnen Sie&nbsp;<a href=\"https:\/\/membermouse.com\/de\/ressource\/eine-neue-supportanfrage-stellen\/\" target=\"_blank\" rel=\"noreferrer noopener\">benutzen Sie den Link&nbsp;<\/a>auf dem Support-Portal, oder Sie k\u00f6nnen uns direkt eine E-Mail schicken an: support@membermouse.com<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Unser technisches Supportteam ist verf\u00fcgbar&nbsp;<strong>5 Tage pro Woche, Montag - Freitag, 9 - 17 Uhr<\/strong>.<strong>&nbsp;(Eastern Time)<\/strong>.  Es ist uns sehr wichtig, dass Sie Ihre Mitgliedschaftsseite schnell und reibungslos in Betrieb nehmen k\u00f6nnen. Daher bem\u00fchen wir uns, Ihre Fragen innerhalb von 24 Stunden zu beantworten und sind w\u00e4hrend der Gesch\u00e4ftszeiten in der Regel sogar noch schneller.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Was wir unterst\u00fctzen (mit gro\u00dfem Enthusiasmus!)<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">MitgliedMaus-Software<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Unser Customer Success-Team steht Ihnen bei allen Fragen zur Verwendung der MemberMouse-Software, Ihres Kontos und Ihrer Lizenz zur Verf\u00fcgung. Dies schlie\u00dft ein:<\/p>\n\n\n\n<div style=\"height:5px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Installation von MemberMouse<br><\/li>\n\n\n\n<li>Konfigurieren von MemberMouse<br><\/li>\n\n\n\n<li>Umstellung auf MemberMouse<br><\/li>\n\n\n\n<li>troubleshooting using MemberMouse&#8217;s built-in features<br><\/li>\n\n\n\n<li>getting the most value out of MemberMouse&#8217;s functionality<br><\/li>\n\n\n\n<li>Fragen zu Ihrem Konto, Ihrer Rechnung und\/oder Ihrer Lizenz<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If you would like a member of our team to assist with implementations of MemberMouse directly, meaning the team member would need admin access to your site, or you need troubleshooting that cannot be done with MemberMouse&#8217;s built-in features, then&nbsp;<strong>dies f\u00e4llt nicht unter unsere Standardunterst\u00fctzung<\/strong>. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Wir unterst\u00fctzen nicht (Dinge au\u00dferhalb von MemberMouse)<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Webhosting-Probleme &amp; WordPress-Installation (\"Umgebung\")<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">MemberMouse ist ein WordPress-Plugin. Um unsere Software nutzen zu k\u00f6nnen, muss der Kunde eine geeignete Umgebung bereitstellen, die einen Website-Hosting-Anbieter und eine funktionierende WordPress-Installation (\"Umgebung\") umfasst. Der Kunde ist in vollem Umfang f\u00fcr die Beschaffung und Unterst\u00fctzung der Umgebung verantwortlich, in der unsere Software ausgef\u00fchrt wird. Das MemberMouse-Kundenerfolgsteam informiert den Kunden, wenn eine bestimmte Frage mit der Umgebung zusammenh\u00e4ngt, woraufhin sich der Kunde an die f\u00fcr die Wartung der Umgebung zust\u00e4ndige Partei wenden sollte (\"Umgebungssupport\").<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Unser Kundenerfolgsteam kann nur Support in einer Umgebung leisten, in der eine offiziell unterst\u00fctzte Version von WordPress verwendet wird. Siehe unser&nbsp;<a href=\"https:\/\/membermouse.com\/de\/docs\/wordpress-kompatibilitat\/\">WordPress-Kompatibilit\u00e4t<\/a>&nbsp;Artikel f\u00fcr weitere Einzelheiten.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Das MemberMouse-Team kann nicht mit dem Vertreter des Umwelt-Supports interagieren oder Dokumente, die dem Kunden vom Umwelt-Support-Vertreter zur Verf\u00fcgung gestellt werden, \u00fcberpr\u00fcfen\/interpretieren. Wenn Sie mit einem Vertreter des Umwelt-Supports zusammenarbeiten, finden Sie die h\u00e4ufig gestellten Fragen zum Thema Umwelt in der\u00a0<a href=\"https:\/\/membermouse.com\/de\/docs\/\" title=\"\">MemberMouse Wissensdatenbank<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">WordPress-Themen, Plugins und benutzerdefinierter Code (\"Software von Drittanbietern\")<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Other software is typically installed and run in the same environment as MemberMouse. This can include themes, plugins, and custom code (&#8220;3rd Party Software&#8221;). We adhere to WordPress plugin development best practices to ensure that the probability of conflicts with 3rd Party Software is minimal. If the author of 3rd Party Software running in the Environment doesn&#8217;t adhere to best practices or has an issue, this can result in MemberMouse&#8217;s operation being adversely affected. The MemberMouse customer success team cannot help troubleshoot issues introduced by 3rd Party Software running in the Environment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>WICHTIG!<\/strong>&nbsp;Before our team can look into an issue with the MemberMouse software, you&#8217;ll need to be able to recreate the issue in a clean environment where no 3rd Party Software is running. This article will walk you through the&nbsp;<a href=\"https:\/\/membermouse.com\/de\/docs\/fehlerbehebung-bei-plugin-und-theme-konflikten\/\">Schritte zur Schaffung einer sauberen Umwelt<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Wenn ein Thema, ein Plugin oder ein benutzerdefinierter Code ein Problem verursacht, ist es am besten, sich an den Autor der Drittanbieter-Software zu wenden und um Unterst\u00fctzung zu bitten oder die Verwendung der betreffenden Software einzustellen.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">WordPress Theme &amp; Plugin Auswahl<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Auf dem Markt sind Tausende von Themen und Plugins erh\u00e4ltlich, und es gibt viele Ressourcen, die dabei helfen, das beste Plugin f\u00fcr einen bestimmten Bedarf zu finden. Das MemberMouse-Kundenerfolgsteam kann keine Empfehlungen zu Themes oder Plugins auf der Grundlage Ihrer individuellen Anforderungen geben. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Fragen zum MemberMouse-Plugin-Code<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Aus Gr\u00fcnden der Effizienz des Supports werden wir nicht auf den MemberMouse-Code, seine Funktionsweise oder unsere Datenbankstruktur eingehen. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Entwickler, die die Plattform erweitern m\u00f6chten, sollten zun\u00e4chst in unserer Website nach Antworten suchen.&nbsp;<a href=\"https:\/\/membermouse.com\/de\/docs\/erste-schritte-mit-der-membermouse-api\/\">API<\/a>,&nbsp;<a href=\"https:\/\/membermouse.com\/de\/docs\/uber-die-php-schnittstelle\/\">PHP-Schnittstelle<\/a>,&nbsp;<a href=\"https:\/\/membermouse.com\/de\/docs\/mitgliedmaus-wordpress-hooks\/\">WordPress-Haken<\/a>und&nbsp;<a href=\"https:\/\/membermouse.com\/de\/docs\/verwendung-von-push-benachrichtigungen\/\">Push-Benachrichtigung<\/a>&nbsp;Dokumentation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">MemberMouse-Code und Datenbank\u00e4nderungen<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">F\u00fcr die MemberMouse-Versionen gelten zwei verschiedene Lizenzvereinbarungen:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In Versionen vor 3.0 stellte eine \u00c4nderung des MemberMouse-Codes oder der Datenbanktabellen einen Versto\u00df gegen die<a href=\"https:\/\/membermouse.com\/de\/end-user-license-agreement\/\" target=\"_blank\" rel=\"noreferrer noopener\">&nbsp;Endbenutzer-Lizenzvertrag&nbsp;<\/a>der MemberMouse-Software. Unser Kundenerfolgsteam kann keinen Support leisten, bis der Code oder die Datenbank in unver\u00e4nderter Form zur\u00fcckgegeben wird. <\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In Version 3.0+ wird MemberMouse unter der GPL-Lizenz vertrieben. Im Rahmen der GPL-Lizenz k\u00f6nnen Sie als Kunde den Code von Version 3.0 und h\u00f6her \u00e4ndern, allerdings unter der Voraussetzung, dass der Support f\u00fcr diese Anpassungen oder deren Umfeld begrenzt ist.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">End-of-Life-Politik<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">F\u00fcr jede Hauptversion werden sechs Monate lang nach der Ver\u00f6ffentlichung der n\u00e4chsten Hauptversion aktiver Kundensupport und Fehlerbehebungen angeboten.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">F\u00fcr jede Hauptversion werden neun Monate lang nach der Ver\u00f6ffentlichung der n\u00e4chsten Hauptversion Sicherheitskorrekturen bereitgestellt. Nach Ablauf dieser neun Monate wird das Produkt in den Status \"End of Life\" \u00fcberf\u00fchrt. Zu diesem Zeitpunkt erh\u00e4lt es keine Sicherheitskorrekturen mehr, und den Kunden wird empfohlen, sofort auf eine unterst\u00fctzte Version des Produkts zu aktualisieren.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td>Zweigstelle<\/td><td>Erste Ver\u00f6ffentlichung<\/td><td>Support und Fehlerbehebungen bis<\/td><td>Sicherheitsunterst\u00fctzung bis<\/td><\/tr><tr><td>3.0<\/td><td>1\/17\/2024<\/td><td>TBD<\/td><td>TBD<\/td><\/tr><tr><td>2.4 <\/td><td>1\/19\/2021<\/td><td>7\/16\/2024<\/td><td>10\/16\/2024<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ab Version 3.0 entsprechen die Versionsnummern der MemberMouse dem <a href=\"https:\/\/semver.org\/\" target=\"_blank\" rel=\"noopener\" title=\"\">Semantische Version<\/a> Spezifikation. Die wichtigsten Versionen vor Version 3.0 sind in der obigen Tabelle enthalten.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Empfohlene Ressourcen<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">WordPress-Grundlagen<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Das MemberMouse Customer Success-Team kann bei Fragen zur Verwendung von WordPress nicht helfen. Hier finden Sie einige gute Ressourcen, um zu lernen, wie man WordPress verwendet: &nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/learn.wordpress.com\/\">https:\/\/learn.wordpress.com\/<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.wp101.com\/\">https:\/\/www.wp101.com\/<\/a><\/li>\n<\/ul>\n\n\n\n<div style=\"height:5px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>","protected":false},"excerpt":{"rendered":"<p>MemberMouse-Support-Ressourcen F\u00fcr Ihren Supportbedarf werden zwei Ressourcen angeboten: Artikel der Wissensdatenbank In unserer Wissensdatenbank finden Sie \u00fcber 600 Artikel und Videos, die w\u00f6chentlich erweitert werden. Wir haben...<\/p>","protected":false},"author":20918,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"ht-kb-category":[147],"ht-kb-tag":[],"class_list":["post-7501","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-mm-customer-success"],"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 5.0.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"MemberMouse Support Resources Two resources are offered for your support needs: Knowledge Base Articles There are over 600 articles and videos in our knowledge base, which is growing weekly. We&#039;ve left no stone unturned, and each page of the application has detailed documentation associated with it. 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