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.maassen.digital/myconvento 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.maassen.digital/myconvento.

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 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.

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