Implementation services

2.1. New Application Versions

We continuously develop, improve, and fix the application. Versions are categorized at three levels; the release cycle is described at https://www.easyredmine.com/resources/updates.

• Bug fixes (patches) – weekly. Only bug fixes with minimal impact on general functionality.
  Version labeling: 15.0.1
• Minor versions (with new features) – monthly. Bug fixes with a higher impact on functionality, changes, and new features. The Autumn edition (September) usually contains more significant changes.
  Version labeling: 15.1.0
• Major versions – yearly. Mostly technological shifts without impact on the end user.
  Version labeling: 16.0.0

2.2. Collaboration Process

We appreciate open communication. Implementing new software is a mutual process; sharing important information openly and in time benefits both sides.

Communication may be carried out by email, online meetings, phone calls, and in-person meetings. For a successful implementation, both parties should respond promptly—usually within two working days.

During implementation, the consultant collaborates with other internal departments. Issues not directly related to implementation are delivered by our support team. If server intervention or server-related consultation is needed, communication will be passed to our server support specialists. If you are not fully satisfied with our support departments during implementation, please inform your consultant. Your feedback is important to us.

2.3. Prepaid MANDAYS (MD) and Time Reporting

Important: Prepaid consultation hours must be used within 6 months from the first contact with the assigned consultant (unless defined otherwise for a particular service).

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, they can be arranged at Easy Software offices. Should you prefer meetings at your premises, travel expenses can be covered from the prepaid budget (implementation scope) or invoiced separately. We charge the entire time the consultant spends traveling to/from your premises.

Time reports are typically sent when approximately half of the prepaid MANDAYS are spent and again when only a few hours remain. Separately from the time report, the consultant proposes how to spend the remaining hours.

The implementation consists of the following phases. The sum of the time spent on each phase equals the total prepaid MANDAYS budget. The lowest billable time value is 0.25 hour.

• Initial analysis
• Initial online meeting
• Configuration of the application (effort depends on the complexity of the requirements)
• Training
• Additional configuration requirements
• Support and testing during implementation (emails, phone calls)

The following activities are covered by the prepaid MANDAYS:

• Consultant’s time spent configuring your application and working on your implementation
• Analysis of your requirements
• Internal consultations of your requirements
• Required consultations
• Designing alternative implementation scenarios
• Preparation and updates of the implementation protocol
• Implementation-related meetings and phone calls
• Training
• Email communication with the consultant
• Organization, planning, and scheduling of meetings
• Coordinating internal departments if their involvement is needed (Support, server specialists)
• Consultant’s travel time (unless paid separately, see above)
• Management of the implementation project
• If a reported system behavior is ultimately correct, the consultant’s time spent handling the request is still covered from the budget
• Work of server specialists on your server and on your server-related requests

The following activities are not covered by the prepaid budget and are therefore not paid by the client:

• Work of the support team
• Fixing actual bugs

2.4. Increase of the Prepaid Budget

It is possible to increase the prepaid MANDAYS budget only after your confirmation.

An increase is usually necessary for the following reasons:

• After the introductory analysis, the original estimate of implementation MANDAYS proves too low. The consultant will provide an updated activity estimate and indicate which activities require more attention (MANDAYS).
• You wish to be informed about spent time more frequently than described above.
• Your requirements cannot be implemented via the standard application interface; custom development is needed.
• Support on your server was not considered in the initial MANDAYS estimate but is required.
• Additional training is required (not included in the original estimate).
• During implementation it becomes evident that the number of prepaid MANDAYS is insufficient to satisfy all requirements.