Best service thanks to EASY Premium Support

Thanks to the experience and expertise of EASY SOFTWARE, we are able to focus completely on the most important things: the desires and needs of our customers. That also includes excellent service, to which we have added premium support. In a digitized and fast-paced world, we understand that we have to offer our customers flexible complete support. With EASY Premium Support, we will be able to react to your requests and maintenance orders even faster in the future. Expand your service package with EASY Premium Support and treat yourself to an extra helping of speed.

Your advantages over Standard Support at a glance

DescriptionEASY StandardEASY Premium
Free provision of update licenses to the currently approved EASY releases
Access to the First and Second Level Support Hotline for the client’s qualified employees
Free participation in the customer information forum
Standard hotline hours
Mon. – Fri.. 9:00 AM – 5:00 PM
except for German Federal holidays and state holidays in North Rhine-Westphalia, as well as Christmas Eve (December 24) and New Year’s Ever (December 31)
Premium hotline hours
Mon. – Fri. 8:00 AM – 6:00 PM
except for German Federal holidays and state holidays in North Rhine-Westphalia, as well as Christmas Eve (December 24) and New Year’s Ever (December 31)
specified reaction times guaranteed
dedicated customer support

Premium hotline hours

As part of the Premium maintenance service, you benefit from expanded service hours (best possible reachability). For you, that means that malfunctions and queries can also be placed outside of the standard service hours, thus increasing the possibility of faster processing and solution.

Guarantee of the stated reaction time

Reaction times are becoming ever more important in the age of digitization. The period between action and reaction must be kept as small as possible.

By choosing the Premium maintenance contract, you will receive a specified reaction time and the assurance that your issue will be handled within the agreed-upon reaction time.

You receive the following reaction times with your maintenance contract

  • Prio 1               4 hours
  • Prio 2              1 working day
  • Prio 3              2 working day
  • Prio 4              3 working day

We calculate the priority from the relation between the urgency and effect of the case. You select the urgency and effect from “high”, “medium” and “low”. If, for example, the urgency and effects are high, that is Prio 1. If the urgency is high, but the effects are medium, that is Prio 2, etc.

The urgency is oriented on the symptoms of the malfunction:

  • Total outage of the entire system (total outage)
  • Work is possible, but only with massive limitations (high)
  • Work is possible with some limitations (medium)
  • Work is possible with barely noticeable limitations (low)

You will receive more information regarding the detailed prioritization on request.

Dedicated customer support

The right EASY employees are available for questions about already open tickets, no matter if it’s an incident or questions about added functionality, for example. As part of your Premium maintenance service, they will accompany you and help you with challenges that arise, along with your sales contact.

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