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The purpose of this on-going service is to back you up while using Easy Redmine. There are three levels of service differing in the communication channels and response times.

Every client has a guarantee of bug fixing regardless of the level of support.
Working hours mentioned below refer to 9-17 CET, Monday - Friday.

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Basic support - Help Desk

Troubleshooting:

  • Within 24 working hours we will analyse your request and either resolve it or suggest a solution

Feature requests:

  • Feature requests are analysed and feedback is provided within 5 working days

Bugs:

  • Resolved according to severity

 

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Advanced support - Phone & Skype

An account manager is available during working hours on the phone or Skype. Every client has 1 prepaid hour per month for personal consultations or any other services (unused hour will not carry forward to the following month).

Troubleshooting:

  • We have 16 working hours to analyse your request and either resolve it or suggest a solution.

Consulting & feature requests:

  • Consulting - online session with an Easy Redmine consultant for advanced settings and functions
    The session must have agreed time and date.
  • Feature requests are analysed and feedback is provided within 5 working days

Bugs:

  • Resolved according to severity

 

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VIP support - 1st priority + SLA guaranteed

An account manager is available during working hours on the phone or Skype. Client has 1 prepaid hour per month for personal consultations or any other services (unused hour will not carry forward to the following month).

VIP clients have the option to request a direct remote screen sharing session with an operator via Webex. Such reports are most effective with complicated issues. If the issue can not be solved during this session, it will be processed by Easy Software internally according to the severity and client is noticed about it.

Troubleshooting: 

  • We have 8 working hours to analyse your request and either resolve it or suggest a solution.

Consulting & feature requests:

  • Consulting - online session with an Easy Redmine consultant for advanced settings and functions
    The session must have agreed time and date.
  • Feature requests are analysed and feedback is provided within 5 working days
  • VIP priority is applied when scheduling approved development (maximum 10 hours of feature development per month)

Bugs:

  • Resolved according to severity
  • Bugs with medium to low severity are given priority over such bugs reported from other support levels

 

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General information about support

All support requests are submitted by opening a support ticket online (Help Desk, This email address is being protected from spambots. You need JavaScript enabled to view it.). When submitting a ticket via Help Desk, you will get immediate tips from our Knowledge Base.

To get the best response from our operators your report should contain technical data (production log, environment specifications, version of Easy Redmine, 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 capture of information.

We recommend that you follow any Severity 1 and 2 online support ticket submissions with a phone call to Prague Development Centre.

Our support is provided strictly in English. If we receive tickets in other language, we use a web translator to understand the nature of the issue, but sometimes that doesn't help. We then reply in English.

A bug report is accepted as legitimate, if:

Otherwise, the report may not be validated in simulation tests, meaning that it is not caused by the application, but an external factor.

Easy Redmine 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 in which your production systems are not functioning). The situation prevents you from using the software and no procedural workaround exists.

  • Severity 2 (high)
    A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.

  • Severity 3 (medium)
    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, including by using a procedural workaround.

  • Severity 4 (low)
    A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. Your business continues to function, including by using a procedural workaround.

 

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Easy Redmine support team consists of:

Robert works in Easy as a head of support. He has vast experience with all Easy Redmine features and therefore can provide You great customer service.

Robert Kovacik - Redmine consultant and support

Dominika is here to provide support to our clients. Do you have any questions? Do not hesitate to ask her - she will be happy to help You.

Dominika Petzova - Client Support

Pavel is a Ruby On Rail developer. He loves coffee and backpacking.

Alena Vejsadova - Redmine consultant

Dominik is experienced Ruby On Rails developer with excellent analytical skills. He likes cycling in all seasons.

Dominik Pralovski Easy Software

Lukas works in Easy as a Helpdesk Specialist and Technical Writer. He is a very good ping-pong player, philosopher and lover of cats.

Lukas Bena Redmine Helpdesk Specialist

Vendula works as HelpDesk specialist and Tester in Easy Redmine. She likes nature and spends her free time travelling and  relaxing with a book.

Vendula Kreuzova - HelpDesk Specialist in Easy Redmine

 

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What actually is Easy Redmine?

Easy Redmine is an Open Source software for complex project management with extensions for resources, finance and customer management. In the cloud or on your own server, all comes with professional implementation and support.

CIOreview Stamp Easy Redmine Top 20 Open Source Provider
iOS ANdroid compatible Easy Redmine
IPMA PMI standarts compatible Easy Redmine 01

*SHINE Consulting Ltd.- holder of accreditation of the Project Management
Training Program “Project Management in Practice” (International Standard IPMA)
and is also a member of the PMI R.E.P. Registered Education Provider.
**The PMI Registered Education Provider logo is
a registered mark of the Project Management Institute, Inc.

 

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What users say about Easy Redmine on Capterra?

  • All in one application - that is Easy Redmine

    Aug 25, 2015

    RTL Radio use Easy Redmine to maintain help desk, resources, attendance and of course all IT and software projects. We like the complexity - using all-in-one solution is just wonderful.

    Timo Muller
    Chief Information Officer , RTL Radio Deutschland GmbH
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • AllInOneSolution for project management

    Apr 5, 2016

    Easy Redmine is a great software that helps us manage project costs, better define our work and is packed with many features that were missing in Redmine. All this embedded in a user-friendly interface.

    Nelson Rodrigues
    Belo Solutions
    4/5
    Overall
    4/5
    Ease of Use
    5/5
    Customer Support
  • Better control over cost and staffing resources

    Mar 24, 2016

    We adopted Easy Redmine six months ago in order to control all of our web projects. We are very happy as we now have a strong visibility in terms of control of costs and staffing resources and we also have a powerful tool for interaction with our customers.

    Cyril Lécot
    Operations Manager , Netquarks
    4/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Easy and robust project management

    Apr 21, 2016

    EasyRedmine is a real step-forward compared to Redmine! More functionalities thanks to many plugins. Better user interface. Very reactive and professional customer service.

    IT Department
    Monaco Paradigm
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Help desk solutions

    Jun 29, 2016

    Professional solution with a lot of features. It help us to manage our customers in more efficient way. Highly recommended especially if you are IT company.

    Felicien Bikang
    WORLD-INNOV.COM
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Lot of useful extra plugins

    Jun 11, 2016

    Akquinet is using Redmine for years. We love all the extra plugins and support that Easy Redmine delivers to let us focus on our job.

    Konrad Mattheis
    Head of Consulting , Akquinet
    5/5
    Overall
    4/5
    Ease of Use
    5/5
    Customer Support
  • Powerful Project Management Tool

    Apr 27, 2016

    Simple Interface and easy to use. Flexible and fit your own need.

    Helen Tang
    Cherrypicks
    4/5
    Overall
    4/5
    Ease of Use
    4/5
    Customer Support
  • Very good software for planning and reporting IT projects

    Apr 6, 2016

    We use Easy Redmine every day to plan projects and all staff reports the time they work using the brilliant timer feature. 

    Mattias Eriksson
    Team manager , People and Solutions AB
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Very useful product!

    Apr 6, 2016

    Our working environment is all based on easy redmine product- tasks, milestones, all managed in one platform which helps us to planing, view progress and more! 

    Alon Almog
    IT , Gita Technologies
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support

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