Fre­quently Asked Ques­tions

Here are answers to the most fre­quently asked ques­tions about mycon­vento.

Con­tract and Order

1. How can I order mycon­vento?

Click on our web­site www.myconvento.com on OFFER and then on ORDER, and simply fill out the order form. We will then activ­ate you. How­ever, we are also happy to accept your writ­ten order and then place the order for you in the mycon­vento sys­tem.

2. Do we need a spe­cial order con­tract to make the order effect­ive?

All we need is your order via the web­site. In our view, this con­sti­tutes a val­id con­tract. The basis is then our Gen­er­al Terms and Con­di­tions. If you need an offer and want or have to write an order to us, this is of course also pos­sible. Please con­tact our sales depart­ment.

3. Do I have to accept the Gen­er­al Terms and Con­di­tions of mycon­vento?

With your order and activ­a­tion you usu­ally accept Convento’s Gen­er­al Terms and Con­di­tions. How­ever, we are happy to agree on a dif­fer­ent con­trac­tu­al arrange­ment. This requires your writ­ten order with the respect­ive con­tract. Please note that in this case you need „Premi­um Con­tract­ing”. Your one-time costs are 500 Euro for the con­clu­sion of the con­tract and 25 Euro per month for the per­man­ent mon­it­or­ing of your con­tract.

4. Do we need a spe­cial Data Pro­cessing Con­tract?

With your order and activ­a­tion by us you auto­mat­ic­ally con­clude a con­tract for data pro­cessing (DPC) with us. Thus, we com­ply with the leg­al require­ments of Art. 28 no. 3 of the EU Gen­er­al Data Pro­tec­tion Reg­u­la­tion (GDPR). We have developed a mod­el con­tract for this pur­pose which meets the needs of both parties. It is val­id without your and our sig­na­ture.

If you want to use your own con­tract ver­sion, we usu­ally also accept your con­tract ver­sion, but then offer it to you as „Premi­um Con­tract­ing” due to the increased effort involved (see above).

5. What does “Named User Lizens­ing” mean?

In con­trast to “con­cur­rent user licens­ing”, where the num­ber of users work­ing at the same time is defined, named user licens­ing means that users are stored by name and then activ­ated. The licensed „named users” are the total num­ber of users who can the­or­et­ic­ally work with mycon­vento, wheth­er at the same time or not. In mycon­venteo, you can cre­ate a high­er num­ber of users and set the sur­plus users to „inact­ive”.

6. My num­ber of users dif­fers from the pos­sible order quant­it­ies. Why is there a gradu­ation any­way?

You can sub­scribe to mycon­vento for 1–5‑10–20-30 etc. user(s). This gradu­ation ensures that most user com­pan­ies rarely change the scope of their orders. This reduces our admin­is­trat­ive costs, enables us to offer low prices and makes plan­ning easi­er for you and us. Thus a change of your user staff does not auto­mat­ic­ally lead to a change of your sub­scrip­tion.

II. Data Pro­tec­tion and data secur­ity

1. Where is my data?

Your data is phys­ic­ally stored in the mycon­vento data cen­ter which is man­aged by myloc man­aged IT AG in Düs­sel­dorf, a data cen­ter cer­ti­fied by the Ger­man TÜV accord­ing to ISO 27001.

2. What does mycon­vento do for data pro­tec­tion?

We con­tinu­ously ful­fill and mon­it­or com­pli­ance with all applic­able data pro­tec­tion reg­u­la­tions for ourselves and our part­ners. In addi­tion, we also sup­port our cus­tom­ers in ful­filling their leg­al oblig­a­tions as „per­sons respons­ible” with­in the mean­ing of the EU Gen­er­al Data Pro­tec­tion Reg­u­la­tion (GDPR). This also includes the oblig­a­tion of all employ­ees and sup­pli­ers, in par­tic­u­lar to the EU GDPR and the cor­res­pond­ing Fed­er­al Data Pro­tec­tion Act as well as our ongo­ing cooper­a­tion with an extern­al data pro­tec­tion officer.

3. What does mycon­vento do for data secur­ity?

Sev­er­al daily and weekly backups are a mat­ter of course, as is the high avail­ab­il­ity and reli­ab­il­ity of the cer­ti­fied data cen­ter. In addi­tion, the data backups are dis­trib­uted over two data cen­ters at myloc and a weekly backup is stored in an extern­al high-secur­ity safe. We guar­an­tee an annu­al aver­age avail­ab­il­ity of 99.5%.

4. What hap­pens if someone for­gets his pass­word?

Every user may have sent a new one-time pass­word via the „For­got pass­word” link. After the first login with this pass­word you have to enter your own PW again. We don’t know the pass­words.

5. Our policies require chan­ging pass­words from time to time. How does it work?

In mycon­vento you can set the inter­val a new pass­word is reques­ted with­in.

6. I want the highest pos­sible pro­tec­tion for our data, prefer­ably my own sys­tem. Is that pos­sible?

Yes, as a so-called „Hos­ted Appli­ance” with its own phys­ic­al serv­er and data­base sys­tem in the data cen­ter or as „Loc­al Appli­ance” in your com­pany. With the „Hos­ted Appli­ance” we provide the neces­sary hard­ware and soft­ware. With a „Loc­al Appli­ance” you provide the hard­ware and the licenses for Win­dows, Office and the data­base serv­er.

7. A simple ligin with user ID and pass­word is not suf­fi­cient for me. Is there any­thing more?

You can set mycon­vento to send you a second one-time pass­word by e‑mail. This pass­word is then addi­tion­ally required for your login.

8. Can I dif­fer­en­ti­ate the data of dif­fer­ent busi­ness areas or part­ners?

We have developed a cli­ent man­age­ment pre­cisely for this pur­pose.

9. What data does a user see or edit when the cli­ent man­ag­ment is activ­ated?

A user only sees or edits the data that he is allowed to pro­cess. For this pur­pose you define the rights „Full access” or „Read only”. Data from cli­ents to which the user has no rights („hid­den”) is invis­ible to him.
Ein Anwender sieht oder bearbeitet nur die Daten, die er bearbeiten darf. Dazu hin­ter­le­gen Sie die Rechte „Vollzu­griff“ oder „Nur lesen“. Daten von Mand­anten, zu den­en der Anwender keine Rechte hat („Hid­den“) sind für ihn dage­gen unsicht­bar.

10. Can I eas­ily access my data in between?

We would be happy to arrange with you to down­load the entire data­base or have it sent to you on CD. Please con­tact our cus­tom­er ser­vice. Apart from that, you can down­load dis­tri­bu­tion lists, mail­ing lists or par­ti­cipant lists to Excel at any time.

11. What hap­pens to my data at the end of the col­lab­or­a­tion?

First, we will send you your com­plete data. After the end of the cooper­a­tion and a short wait­ing peri­od (usu­ally four weeks) all cop­ies at our premises will be des­troyed.

III. Start­ing phase and Sub­scrip­tion

1. What is the dur­a­tion and can­cel­la­tion peri­od of the mycon­vento sub­scrip­tion?

With your order you determ­ine the start of the free start­ing phase. This is 15 days. You can can­cel your sub­scrip­tion at any time dur­ing the free start­ing phase. Oth­er­wise, the reg­u­lar sub­scrip­tion will auto­mat­ic­ally start after­wards accord­ing to the ser­vices you have ordered. The reg­u­lar sub­scrip­tion is val­id until the end of the cal­en­dar year and is auto­mat­ic­ally exten­ded by one year if you do not can­cel it by giv­ing three months’ notice (i.e. until Septem­ber 30th of the year). To do this, it is suf­fi­cient to ini­ti­ate the can­cel­la­tion in the mycon­vento sys­tem in the „Sub­scrip­tion” area. Altern­at­ively, the ter­min­a­tion may of course also be declared in writ­ing. mycon­vento is still fully usable until the end of the year even after ter­min­a­tion. With­in this peri­od, you can also can­cel your ter­min­a­tion at any time and with only a few clicks.

2. How can I can­cel mycon­vento dur­ing the start­ing phase?

Wir bieten Ihnen dazu direkt auf der Start­seite eine ein­fache Abmel­demög­lich­keit an.

3. Are there any restric­tions dur­ing the start­ing phase?

You can send mail­ings to only a max­im­um of 100 recip­i­ents at the same time, and you are not author­ized to export data from the press­base (Ger­many, Aus­tria, Switzer­land). For­ward Fea­tures for Ger­many, Aus­tria and Switzer­land as well as press­base World data are not avail­able at all dur­ing this peri­od.

4. Why do i need to sub­scribe for press­base DACH to use press­base PLUS?

Cause press­base DACH is the tech­nic­al basis for press­base PLUS.

5. How and when do I get my invoices?

Rech­nun­gen versenden wir üblich­er­weise nur als PDF per E‑Mail, es sei denn, Sie haben die Zus­tel­lung per Brief bei Ihr­er Bestel­lung aus­drück­lich angegeben. Die erste Rech­nung erhal­ten Sie zu Beginn des Kal­enderquartals, das auf das Ende der Start­phase fol­gt. Wir berechnen dann die weni­gen Tage Ihres Abon­ne­ments bis zum Quartals­be­ginn und bereits turnus­mäßig das fol­gende Quartal. Weit­ere Abon­ne­ment­s­rech­nun­gen dann jew­eils zum Quartals­an­fang für die fol­genden drei Mon­ate. Rech­nun­gen für Ver­sände oder Volu­men­ver­brauch erhal­ten Sie jew­eils zu Beginn des Fol­ge­mon­ats für den zurück­lie­genden Mon­at.

6. Can I provide a sep­ar­ate billing address?

Well, of course.

7. Who man­ages my sub­scrip­tion?

With your order you name the so-called „License Man­ager” and „Admin­is­trat­or”. This per­son man­ages your sub­scrip­tion, determ­ines the num­ber of „named users” and the oth­er scope of ser­vices and changes it if neces­sary. Often the license man­ager and admin­is­trat­or are the same per­son.

8. How can I extend, reduce or can­cel my sub­scrip­tion?

The license man­ager effects this in the „Sub­scrip­tion” sec­tion. Here he can change the scope of the license or can­cel the sub­scrip­tion. Please note that reduc­tions will only take effect at the begin­ning of the next cal­en­dar year.

9. Can affil­i­ated com­pan­ies use the sub­scrip­tion?

Any affil­i­ate can join your sub­scrip­tion. Even if you only have a busi­ness rela­tion­ship, for example with an agency, and want to access joint data, shar­ing with­in the scope of your mycon­vento account is pos­sible. Please note that there must only be one invoice recip­i­ent and one respons­ible license man­ager and admin­is­trat­or.

10. Is there any sup­port for the import of my pre­vi­ous data?

mycon­vento offers an easy to use import wiz­ard allow­ing you to con­veni­ently import address lists from Excel. If you also need to take over con­tact notes, we will be happy to make you a ser­vice offer.

IV. Admin­is­tra­tion

1. Can I see the stor­age and dis­patch volume that has already been con­sumed?

This can be seen at any time on the start screen of mycon­vento. You see the monthly con­sump­tion and the total con­sump­tion. Fur­ther­more, mycon­vento shows you the volume of a mail­ing order, even before you have sent it.

2. Who takes care of the user rights and how do you set them?

The license man­ager names an admin­is­trat­or if he does not assume this task him­self. The admin­is­trat­or sets up the users and their rights in the „Admin­is­tra­tion” pro­gram area and takes care of cre­at­ing the e‑mail accounts (sender addresses, etc.).

3. Can I change the lan­guage of the user inter­face?

Yes, you can switch between Ger­man and Eng­lish at any time.

4. Can I cre­ate sev­er­al sender accounts? Which options do I have?

You can cre­ate any num­ber of sender accounts and assign them to your users. How­ever, it makes sense to care for suf­fi­cient author­iz­a­tion. Here the so called SPF pro­ced­ure and the DKIM pro­ced­ure come into ques­tion. Details can be found in the white­pa­per „E‑mail dis­patch with mycon­vento”, avail­able on our web­site www.myconvento.com.

V. Ser­vice and Sup­port

1. How can I reach the mycon­vento help­desk?

We offer chat sup­port, which you may start from the start page of mycon­vento (under SER­VICE).

2. Is there an online help?

Yes, in Ger­man and Eng­lish. It explains and describes the typ­ic­al work stages and can be opened from any­where in mycon­vento.

3. What are the response and ser­vice times?

Our busi­ness hours are from 8.00 to 18.00 o’c­lock, Monday-Fri­day, but not on NRW hol­i­days. If neces­sary, you can book sup­port out­side this time with us, for example in the run-up to import­ant mail­ings. Response times depend on the sever­ity of an error.

4. What hap­pens if the sys­tem is „down” after all? What down­times have there been in the past?

For this very unlikely case, we have set up a fault page on which we will inform you reg­u­larly about the status of the works. In the last 12 years, we have only needed this page once.

5. How can I get an even bet­ter sup­port level?

We are happy to offer you the „Premi­um Sup­port” ser­vice. As a premi­um user, you will receive tele­phone sup­port from our sup­port and cus­tom­er ser­vice. You will also be called back if neces­sary.

6. How can I order fur­ther train­ing courses?

Simply send an e‑mail to kun­den­be­treuung [at] myconvento.com or con­tact the chat sup­port. We will call you back.

VI. Tech­nic­al ques­tions

1. What are the min­im­um hard­ware and soft­ware require­ments?

mycon­vento runs on all com­mer­cially avail­able and reas­on­ably up-to-date end devices. These include smart­phones, tab­lets and desktop PCs.

2. Which browsers can I use?

In prin­ciple, you can use any com­mon browser, i.e. Inter­net Explorer, Fire­fox, Chrome or Safari. How­ever, please make sure that the ver­sion is as up-to-date as pos­sible.

3. Can I con­nect mycon­vento to my office pro­grams?

You can export dis­tri­bu­tion lists, recip­i­ent lists or par­ti­cipant lists to Excel. This way you also get the recip­i­ents of your mail merges or for your seri­al labels. You then link your let­ter or label tem­plate to the down­loaded data.
You may import your e‑mail cor­res­pond­ence into mycon­vento and doc­u­ment and archive it with your con­tact per­son. For this pur­pose, mycon­vento con­nects to your e‑mail serv­er via the IMAP pro­tocol. We use the same tech­no­logy that is used to access your email account from tab­lets and smart­phones.
If you want to write a let­ter to your con­tact per­son, you trans­fer the address and saluta­tion data from mycon­vento via the clip­board into your Word doc­u­ment. Word tem­plates can be stored in the medi­a­cen­ter for team shar­ing. Finally, you can upload the com­pleted Word doc­u­ment back to the con­tact person’s data record.

4. What does mycon­vento do to ensure that my mail­ing orders arrive?

We offer author­iz­a­tion pro­ced­ures such as SPF/MX and DKIM. In addi­tion, mycon­vento offers com­plete trans­par­ency regard­ing the deliv­ery rate and the deliv­ery suc­cess with the indi­vidu­al recip­i­ents, a black­list­ing and the user-friendly and simple cor­rec­tion of undeliv­er­able e‑mails („bounced mail hand­ling”).

VII. Ques­tions about the scope of ser­vices

1. What is the dif­fer­ence between Stand­ard and Premi­um Dis­patch?

With premi­um dis­patch, we guar­an­tee pri­or­it­ized deliv­ery, usu­ally with­in a few minutes. When stand­ard dis­patch is con­cerned, your order is always pro­cessed after a premi­um order, provided there is one at the same time. In addi­tion, at the end of your e‑mail you will find a notice that the mail­ing was per­formed with the help of myconvento.com.

2. What is the “press­base” based on?

On an exten­ded ver­sion of the „Stamm Impres­sum”, the most com­pre­hens­ive media data­base in the Ger­man-speak­ing world on the one hand and on the „Top­ic Pro” top­ic data­base of the Mount Bar­ley pub­lish­ing house on the oth­er. We can offer you the com­bin­a­tion of these two estab­lished products exclus­ively. We here­with cov­er the DACH region com­pletely.

3. Why are there fees for export­ing the press­base?

Usu­ally it is not neces­sary to export data in mycon­vento. You can use all search data for your dis­patch orders. You can then trans­fer import­ant react­ors to your indi­vidu­al data­base and pro­cess them fur­ther. The renun­ci­ation of the gen­er­al export also offers a cer­tain pro­tec­tion for the data own­er and enables us to make you a very favor­able offer. If you still want to export press­base DACH data on a broad basis, you can extend your sub­scrip­tion by a small amount (50 Euros per month). But please note that extern­al use is only per­mit­ted to provide busi­ness part­ners with a proof of activ­it­ies in mycon­vento. The import of indi­vidu­al data sets from the press­base into your own data with­in mycon­vento is of course pos­sible at no extra charge.

4. What volume should I expect for data host­ing?

Users who do not set up a medi­a­cen­ter and do not integ­rate clip­ping scans usu­ally get by with the stand­ard volume of 1 GB. With media lib­rary and clip­pings, the cus­tom­er data­base can grow to sev­er­al GB over time. We charge 5 Euro per addi­tion­al GB per month for data host­ing. You can find inform­a­tion about your cur­rently used volume on the start screen of mycon­vento. If you need a lar­ger volume, we will be happy to sub­mit you a spe­cial offer.

ready to revo­lu­tion­ize your com­mu­nic­a­tion?

Now …


Bitte wählen Sie Ihren Wunschtermin:

Dienstag, 9. Juli, 15.00 Uhr

Donnerstag, 11. Juli, 11.00 Uhr

Dienstag, 16. Juli, 15.00 Uhr

Freitag, 19. Juli, 11.00 Uhr

Vielen Dank für Ihr Interesse

Füllen Sie das folgende Formular aus und es wird sich so schnell wie möglich jemand aus unserem Team mit Ihnen in Verbindung setzen.



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