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

DescriptionEASY StandardEASY 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

  • Priority 1               4 hours
  • Priority 2              1 working day
  • Priority 3              2 working day
  • Priority 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 priority 1. If the urgency is high, but the effects are medium, that is priority 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 prioritisation 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.

This might also interest you:

RSS Digital strategy – Dokumentenmanagement Software | EASY SOFTWARE AG

Alles auf einem Blick: die elektronische Rechnungsverarbeitung