General Conditions & Provisions (Revised)
1. General Conditions
If not stated explicitly otherwise, all meetings are delivered through a virtual meeting solution. All participants shall attend individually and be equipped with a headset.
Scope of the packages is based on our best experience. Usually this is a minimum scope of implementation. However, every implementation is unique and therefore additional time is sometimes needed, because of specific clients' requirements. Easy Redmine consultants can provide a spent time report on request.
If not stated explicitly otherwise, implementation is delivered in English; all documents and written documentation will be delivered in English.
2. General Provisions
2.1. New Application Versions
We develop, improve and fix the application continuously. The versions are categorized at 3 levels and the release cycle is described at https://www.easyredmine.com/resources/updates.
- Bug fixes (patches) – weekly. Only bug fixes with little impact on general functionality.
Version labelling:15.0.1 - Minor versions (with new features) – monthly. Bug fixes with a higher impact on general functionality, changes and new features. The Autumn edition (September) contains more interesting features and more significant changes.
Version labelling:15.1.0 - Major versions – yearly. Mostly technological shifts, without impact to end user.
Version labelling:16.0.0
2.2. Collaboration Process
We appreciate open communication. We are entering a mutual process of implementing new software in your company. We believe it is beneficial to both sides if we share important information openly and in time.
The communication may be carried out by email, online meetings, phone calls and personal meetings. For successful completion of the implementation process, mutual communication on operational level is needed. For this reason, each party should react quickly when contacted by the counterparts. We are usually able to react within two working days.
During the implementation the consultant will collaborate with our other internal departments. Resolutions of issues which are not directly related to the implementation will be delivered to you by our support team. If there is a need for an intervention on the client’s server or another server-related consultation the communication will be passed to our server support specialists. If you are not fully satisfied with the work of our support departments during the implementation, please advise your consultant. Your feedback is important to us.
2.3. Prepaid MANDAYS (MD) and Reporting of the Spent Time
Important: Prepaid consultation hours must be used within 6 months from the first contact with the assigned consultant (unless individually defined in a particular service).
The information on the number of prepaid/spent/remaining MANDAYS can be obtained anytime upon request from the assigned consultant.
The implementation is usually carried out remotely. If you prefer personal meetings, it is possible to arrange them in the Easy Software offices. Should you prefer to arrange meetings at your premises, it is possible to cover the travel expenses from the prepaid budget (the implementation scope). Travel costs might also be invoiced separately. We charge the whole time spent travelling from / to customer premises by the consultant.
The spent time reports are typically sent to the client when approximately half of the implementation MANDAYS from the prepaid budget is spent and then when the last few hours are left. A consultant provides, separately from the time report, a proposal on how to spend the remaining hours.
The implementation consists of the following phases. The sum of the time spent on each phase is equal to the total prepaid budget of MANDAYS. The lowest time value charged to the customer is 0.25 hour.
- Initial analysis
- Initial online meeting
- Configuration of the application (depending on the complexity of the requirements)
- Training
- Additional configuration requirements
- Support and testing during implementation (emails, phone calls)
Specifically, the following activities are covered by the MANDAYS from the prepaid budget:
- Consultant’s time spent working on your implementation, configuring your application
- Analysis of your requirements
- Internal consultations of your requirements
- Required consultations
- Drawing different scenarios of how to implement your requirements
- Preparation and updates of the implementation protocol
- Implementation-related meetings and phone calls
- Training
- Email communication with the consultant
- Organization, planning and scheduling meetings
- Coordinating internal departments if their involvement is needed (Support, server specialist)
- Consultant’s travel time (unless paid separately)
- Management of the implementation project
- If a reported system behaviour is found correct, the consultant’s time dealing with it is still covered from the budget
- Work of server specialists on your server
- Work of server specialists dealing with your requests
The following activities are not covered by the prepaid budget and hence not paid by the client:
- Work of the support team
- Fixing possible bugs
2.4. Increase of the Prepaid Budget
It is possible to increase the budget of prepaid MANDAYS only after your confirmation.
An increase to the prepaid budget is usually necessary because of the following reasons:
- After the introductory analysis, the original estimate of implementation MANDAYS was too low.
- If you wish to be informed about spent time more often than in the paragraph above.
- Your requirements cannot be implemented in the standard application interface, and custom development is needed.
- Support on your server was not included in the initial estimate but is required.
- Additional training is required (not included in the original estimate).
- It becomes evident that the number of prepaid MANDAYS is not enough to satisfy all your requirements.
