Professional support for your specific needs and post-delivery service
When using Easy Redmine, we always have your back. All our clients can make use of the free Basic Support Plan or can upgrade to a higher level of service with the Priority Support Plan. For specific support requirements, we can arrange individual support levels and conditions.
Professional Support
Professional support from the Easy Software team is here to help you. To get the best assistance, please follow the guidelines below. We also offer consultation services for system setup, workflow optimization, or personalized implementation advice.
Basic Support Plan (Free)
- Free of charge – available for all Easy Redmine users
- 24/7 support for cloud outage reports
- Support requests must be submitted via the Client Zone or by email: support@easyredmine.com
- Handles basic how-to questions and bug reporting
- Tickets are prioritized according to severity levels (1–4, see below)
Please note: Basic support does not include configuration help, remote sessions, or consultations.
If you need assistance with custom settings, consultations, or training, our skilled consultants are available to provide tailored consultation services.
Priority Support Plan (Paid)
- Includes all features from the Basic plan
- 24/7 support for cloud outage reports
- Requests accepted via Client Zone, email, or phone
- Priority handling over Basic plan (severity still considered)
- No ticket ping-pong – if unresolved, we call for more information
- Next business day resolution goal
- Use of remote tools for faster issue resolution
If you are interested in upgrading to the Priority Support Plan, please contact our sales team.
Get professional Easy Redmine support
Individual Support Plans
- Custom-tailored SLAs and support services
- Designed to meet your company’s specific needs
- Contact our sales team to discuss the best plan for you
Server or Virtual Machine (VM) Support
Even though we provide a virtual machine with a pre-installed application, it runs on your own infrastructure, which limits our control. Still, we always strive to help you, regardless of the origin of the issue.
What we help with:
- Installation, updates, or migrations
- Launching virtual machines
- Server environment configuration (before/during/after deployment)
- Assistance with services (cron jobs), components (disks), processes, web/application/database servers
- Email configuration
- Training sessions for all of the above
- Investigation of local application issues
Support process:
- Technician access to your server is required
- Sessions must be scheduled in advance
- Postponement less than 24 hours in advance is sanctioned
- Billed after each session
Billing rules:
- Prepaid server support credit required (minimum 1 man-day)
- Technician hours are deducted after each session
- Client confirms all billable time
- Time is tracked in 10-minute intervals
- If credit is insufficient, recharge is required before the next session
- Not included in implementation or user support – billed separately
- Cancellation less than 24 hours before session = 2 hours deducted
Before Submitting a Ticket
Please check our knowledge base for helpful articles before contacting support.
Standard tickets should be submitted via the Client Zone or by email: support@easyredmine.com. Priority Support users can also reach us by phone. When calling, you’ll be asked for your name, company, direct phone number, and email.
To help us resolve your issue quickly, please include relevant technical data such as logs, system specifications, Easy Redmine version, and any error messages. Follow-up phone calls that reference the ticket ID may reduce response time.
For urgent issues (Severity 1 or 2), we recommend following your ticket submission with a phone call to the Prague Development Centre.
Supported Languages
We officially support English and Czech. For other languages, we use machine translation and reply in English.
Bug Report Validity
A bug is accepted if:
- The app is hosted in Easy Software’s cloud
- OR is installed on your server using our recommended procedure and configuration
If a reported bug can’t be replicated, the cause may be external.
Severity Levels
- Severity 1 (Urgent): Critical issue causing full system failure or data loss with no workaround. Cloud hotline: +420 312 313 671 (cloud outages only)
- Severity 2 (High): Major functionality loss affecting key operations with no workaround
- Severity 3 (Normal): Partial loss or disruption with low-to-medium business impact and possible workaround
- Severity 4 (Low): General questions, documentation errors, or feature requests with minimal or no business impact
