This page contains frequently asked questions about the shop and the products:

I have a question about the shop. How do I contact you?

You can reach us by:
• phone (weekdays from 9:00 to 17:00 CET/CEST): +49 721 509809-0
• fax: +49 721 509809-11
• email: shop@ontoprise.com

Who is operating this shop?

This shop is operated by ontoprise GmbH, the Germany-based leading provider of semantic technology. Please click here to learn more about http://www.ontoprise.com.

What products are you offering?

We are offering four products in this shop:
• SMW+: a Semantic Enterprise Wiki
• MS Office Plugins to use SMW+ from within MS Office tools
• TripleStores to attach SMW+ to reasoning engines
• Technical Support Contracts: incident based contracts to get professional support from the ontoprise team.
Please click here to learn more about SMW+ and related products: http://wiki.ontoprise.de/

How do you deliver the products?

We are delivering our SMW+ software via Internet only. After you have ordered your product and paid it you are given access to your download space. There you can easily and securely download SMW+ for the duration of one week.

We are delivering the Support Contract by sending two signed hard copies of the contract to your fax number or postal address. The contract gets into effect if you are sending back one signed copy to our postal address. As soon as we receive your signed copy of the contract, you are getting your personal password to access our Support Portal which allows you to get into contact with our engineers.

What is the price of your products?

We are giving a price for each product which is on sale in this shop. Please inspect the respective product descriptions for their price.

Please note: all prices are including german 19% VAT. We specify the net price, the VAT and the total price in our invoices.

Is there a product licence?

SMW+, our distribution of Semanti MediaWiki, comes with a GPL licence.

What is a "named user"?

A "named user" in SMW+ is an individual person who is specified by a user account in an installation of "SMW+ Professional". For example, the 1-10 named users license entitles you to have one installation of " SMW+ Professional" with up to 10 individual persons which are represented by their user accounts in the SMW+ installation.

How do I order?

You start the ordering process by putting products into your shopping cart. Clicking on the link “shopping cart” opens your personal shopping cart. You can remove single items from it, inspect the total price of the items and you can either continue shopping or initiate an order by submitting the shopping cart. After entering your name, invoice- and email-address (either as guest or registered user of the shop) you select the payment method. Clicking OK submits your order to our back office which immediately sends an Email to you containing the order confirmation. As soon as you have paid the ordered items you get access to the Ontoprise download space where you can easily and securely download your copy.

What payment methods are you offering?

Depending on your location you can select between the following payment methods:
1. Invoice (this is for European customers only)
2. Credit card, debit card or bank account (for all customers)
3. PayPal account (for all customers) The payment methods 2 and 3 are operated by PayPal.
Please note: We are not hosting any payment information from you. Your payment information is requested and managed securely by PayPal.

Do I require a PayPal account in order to place an order?

No. You don't require a PayPal account to order or to pay the product. Even though the payment process is operated by PayPal, you don't require an account there, nor you are forced to create an account at PayPal.

Where do I download the product I purchased?

After you have submitted your order, our back office personnel checks your order for plausibility (if we have any questions to you, then we will drop you an email). After you have paid the ordered items (whether by invoice, credit card, debit card, bank account or PayPal account) you will receive an email which explains how to access your personal download space to obtain your copy.

Do you have policies and agreements?

Our policies and conditions are explained here: Terms and Conditions

Can I return a product?

Yes! You have the right to return a product after the purchase (this is specified in the Withdrawal information).

Can I exchange an incorrect item?

Yes! You have the right to return a product after the purchase (this is specified in the Withdrawal information).

Can I inspect my past orders?

If you registered during purchase, you can view your past orders at My account at My orders. You also should have recieved an email with your order, so you can archieve your orders.

I received a coupon, how can I use it?

A coupon is a code that allows you to purchase our products for free. Note, that your coupon is only valid for the products named in the received email. If the coupon is valid for two products, you have to add both to your shopping cart, otherwise the validation of the discount code fails. Under the link How to use a coupon you find step-by-step instructions for redeeming a coupon.

Can I update my account information?

Yes you can. Login at My account and change it under "Account information" and "Adress book"

Can I get the software on CD and mailed to me?

No. We have decided not to mail CDs (or other data carriers) to our customers.

How can I get technical support?

You can get software support for your MediaWiki, Semantic MediaWiki or SMW+ installation if you order a Support Contract (find details on Technical support)

I have forgotten my password, what shall I do?

Please follow this link Retrieve your password here and enter your email and we will send you a new password.

Do you have safety and security tips?

We have designed this shop for maximum convenience and security. Please find our tips here:
• Our shop uses SSL for maximum privacy. Please change your browser settings so that SSL is allowed.
• For your personal security: don’t save your personnel password for this shop on your PC.
• Please pay only invoices which are sent off from our back office.
• We don’t ask you for credit card details.
• Your personal data is saved in our back office. We don’t give it to third parties.