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Our support team will always answer all your questions, whether it is your very first project or advanced feature request. Each member of our support team is Easy Project expert and will deliver to you full documentation and new bug-free features.

Meet Easy Project support team

Robert is the head of support team at Easy Project. He has been with the company since its early stages, he  knows every inch of our software. Robert's daily duties include client support, as well as quality and release management. Outside work, Robert is member of Mensa Czech Republic and a skiing and mountain enthusiast. 

Easy Project - Robert Kovacik


Dominika is one of our most experienced Help Desk technicians, with over 6 years experience in support position. Besides tickets processing, Dominika continuously updates our changelog and has a weekly meetings with debugging team to ensure swift bug fixing process. She prefers to spend her free time painting and playing video games.

Easy Project - Dominika Petzova


Boris is our Help Desk Specialist with extra attention to customer satisfaction. He has experience in various positions, including sales, but believes that he has finally found himself as a dedicated member of customer care team. His free time Boris spends being active and he loves all kinds of sports.

Easy Project - Boris Vyparina


Vendula is a computer systems expert and works as Help Desk specialist with detailed knowledge of WBS and Gantt Chart modules. Besides resolving client requests via Help Desk, Zopim and Intercom, she also specializes on testing and ensuring that users receive a bug free software. Vendula prefers to spend her free time travelling and reading books.

Easy Project - Vendula Kreuzová


Vladimir is an experienced support technician, he takes care of client tickets and chats via Zopim, Intercom and Livechat and in addition to English, can also assist you in Spanish. Besides being a devoted member of Help Desk team, Vladimir is interested in books and video games. 

Easy Project - Vladimir Svarc


Veronika is our customer care specialist. She enjoys helping our customers to find the solutions to their issues so that they can get the most out of our applications. Before she joined our team, she was working in sales and marketing. To travel to work she uses her bike or a train. She spends her free time with her two dogs and boyfriend. She never stops working on her personal growth and she strives to learn something new every day. 

Veronika Harrison - Easy Software

 

 

 

Guarantees of Our Support Team

 

IT Software Plusko oranzova

Troubleshooting

8 working hours for analysis and resolution of issue

IT Software Plusko tyrkys

Consulting

1 hour of personal consultation per month

IT Software Plusko seda

Bugs

Resolved in order of severity

 

Choose most suitable support level

All of our users are entitled to various information resources that ensure a quick and smooth induction into regular use of Easy Project.

Free support plan

  • Available for all users
  • On-boarding zone (interactive user manuals)
  • Knowledge base
  • Support via email This email address is being protected from spambots. You need JavaScript enabled to view it. (response time in best effort)
  • We are commited to analyze and answer every received question in a complete and timely manner
  • 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  plans

  • Availble for cloud solutions
  • In-app live chat
  • Hotline for user support
  • On-boarding zone (interactive user manuals)
  • Knowledge base
  • Support via email This email address is being protected from spambots. You need JavaScript enabled to view it. (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

General information about support

Before submitting a ticket, please check our Knowledge base. Standard ticket submissions are via client zone and This email address is being protected from spambots. You need JavaScript enabled to view it. 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:

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.

Contact us for quotation

Additional information

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