Support
German-OCR for Word (Microsoft Office add-in) and German-OCR service
Direct support
For questions about the German-OCR for Word add-in or the German-OCR service, e-mail hello@german-ocr.de. Replies within one business day for most requests.
Email support
General questions / bugs
Setup help, account questions, feature requests, anything that does not fit the buckets below.
Privacy / GDPR
Data subject requests under GDPR, access / deletion / portability.
Security disclosures
Coordinated disclosure for vulnerabilities in the add-in or service. Please do not file public issues for security bugs.
Sales / enterprise
Volume pricing, self-hosted licensing, custom fine-tunes, on-prem and air-gapped deployments.
Reporting a bug
To help us reproduce and fix the issue quickly, please include:
- Word version and platform (Windows desktop, Mac, Word on the web).
- Add-in version (visible in the taskpane footer).
- Mode you were using (Cloud or Local).
- Steps to reproduce.
- Expected vs actual behaviour.
- If applicable: a redacted screenshot of the document area you tried to extract.
Please do not include personally identifiable document content in bug reports.
Security disclosure
We follow coordinated disclosure. If you believe you have found a vulnerability in the add-in, the service or the german-ocr.de website, please e-mail security@german-ocr.de with a clear description, reproduction steps and your contact details.
We will acknowledge within two business days and aim to provide a fix or mitigation timeline within seven business days for confirmed issues.
Response times
- General questions: within one business day.
- Bug reports: triage within two business days.
- GDPR data subject requests: within 30 days as required by law.
- Security disclosures: acknowledged within two business days.
- Enterprise / paid support contracts have separate SLAs as agreed in the contract.