easy Premium Support
Best service thanks to Premium Support
Thanks to the experience and expertise of easy, 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.
easy premium Supportat a Glance
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.
| Description | easy Standard | easy 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 (CET) except for German Federal holidays and state holidays in North Rhine-Westphalia, as well as Christmas Eve (December 24) and New Year’s Eve (December 31) | ✔ | ✔ |
| Premium hotline hours Mon. – Fri. 8:00 AM – 6:00 PM (CET) except for German Federal holidays and state holidays in North Rhine-Westphalia, as well as Christmas Eve (December 24) and New Year’s Eve (December 31) | ✔ | |
| Guaranteed response time according to service level agreement | ✔ | |
| Assigned EASY Technical Support employee | ✔ | |
| Proactive patch management | ✔ | |
| Annual consulting on the implementation of new EASY software versions | ✔ | |
| Remote admin support (hours / year) | 6 hours | |
| easy Academy – easy Flatrate onDemand – 1 license | optional | ✔ |
Premium Support benefits
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.
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.
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.
- Prio 1: 4 hours
- Prio 2: 1 working day
- Prio 3: 2 working days
- Prio 4: 3 working days
- 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.
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.