Best service thanks to EASY Platinum 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 platinum support. In a digitised and fast-paced world, we understand that we have to offer our customers flexible complete support. With EASY Platinum Support, we will be able to react to your requests and maintenance orders even faster in the future. Extend your service package with EASY Platinum Support and treat yourself to an extra helping of speed.
Your advantages over Standard Support at a glance
| Description | EASY Standard | EASY Platinum |
|---|---|---|
| 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 hours Mon. – Fri.. 9:00 AM – 5:30 PM except bank holidays | ✔ | |
| Platinum hours Mon. – Fri. 8:00 AM – 6:00 PM except bank holidays | ✔ | |
| specified reaction times guaranteed | ✔ | |
| dedicated customer support | ✔ |
Platinum sevice hours
As part of the Platinum maintenance service, you benefit from extended 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 digitisation. The period between action and reaction must be kept as small as possible. By choosing the Platinum 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
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 priority 1. If the urgency is high, but the effects are medium, that is priority 2, etc.
- Prio 1: 4 hours
- Prio 2: 1 working day
- Prio 3: 2 working days
- Prio 4: 3 working days
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 Platinum maintenance service, they will accompany you and help you with challenges that arise, along with your sales contact.