Choose the support level suitable for you

Every Easy Project user may choose from various information resources.

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Free support plan

  • Available for all users
  • Interactive onboarding manuals
  • Knowledge base
  • Email support (support@easyproject.com)
  • We are commited to analyze and answer every question
  • Official support languages - EN, FR, DE, CZ
  • Easy Cloud hotline* for outage reports: +420 312 313 671
    *only cloud users, only down applications, no user support or consultations

Premium support plan

  • Available for cloud solutions
  • In-app live chat
  • Hotline for user support
  • Interactive onboarding manuals
  • Knowledge base
  • Email support (support@easyproject.com); reply within 1 business day
  • Easy Cloud hotline* for outage reports: +420 312 313 671
    *only cloud users, only down applications, no user support or consultations

Individual support plan

  • Available for cloud and server solutions
  • Terms and channels are defined individually
  • Find out more by contacting us

How the support works

Before submitting a ticket, please check our Knowledge base. Standard ticket submissions are via client zone and email. If you have paid priority support plan, you can also contact us by phone. When requesting support by phone, you will be asked for your contact information: name, company, direct phone, email. Without this information, we are not able to communicate the progress of your request.

To get the best response from our operators your report should contain technical data (production log, environment specifications, version of Easy Project, etc.), error messages and system information. Following the online submission with a phone call - referring to the ticket ID - can reduce response time as well as potential errors in the processing of information.

We recommend that you follow any Severity 1 and 2 online support ticket submissions with a phone call to Prague Development Centre.

Official support languages are English, French, German and Czech. If we receive tickets in another language, we use a web translator to understand the nature of the issue, but sometimes that is not enough. In case of other languages, we reply in English.

A bug report is accepted as legitimate, if:

  • The application is hosted by Easy Software on cloud

Installed on own server according to recommended procedures and with recommended configuration (https://documentation.easyproject.com/easy_knowledge_stories/54).

If the report is not validated in simulation tests, the bug may have been caused not by the application, but an external factor.

Easy Project Support Services uses the following definitions to classify issues:

  • Severity 1 (urgent)
    A problem that severely impacts your use of the software in a production environment (such as loss of production data or complete malfunction of production system).
    The situation prevents you from using the software and there is no procedural available.
    Easy Cloud hotline* to report outages: +420 312 313 671
    (*only cloud users, only unavailable applications, no user support)

  • Severity 2 (high)
    A problem where the software is functioning but software's functions in a production environment are severely reduced. The situation has a high impact on parts of your business operations and there is no procedural workaround available.

  • Severity 3 (normal)
    A problem that involves partial, non-critical loss of use of the software in a production environment. There is a medium-to-low impact on your business, but your business continues to function, with or without a procedural workaround.

  • Severity 4 (low)
    A question regarding the general usage, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is a low-to-no impact on your business and the performance or functionality of your system. Your business continues to function, with or without a procedural workaround.

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Easy Project product lifecycle

  2021 2022 2023
  Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Easy Project 12                        
Easy Project 11                        
Easy Project 10                        

 

Stages of the Easy Project lifecycle:

Early release – SW version is available for voluntary early adopters under enhanced support conditions.

General availability – Actual version. Regular feature update is targeted to this version. Full support.

LTS (long term support) – User support and occasional bug resolution updates are provided. No feature requests or customizations available. Providable on cloud.

Eternal – Best effort support provided. Without bug fixing, due to deprecation of the required third party components. Providable on cloud only as a customized solution in isolated environment.

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