All in one application - that is Easy Redmine
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.
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.
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).
Consulting & feature requests:
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.
Consulting & feature requests:
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.
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.
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.
Pavel is a Ruby On Rail developer. He loves coffee and backpacking.
Dominik is experienced Ruby On Rails developer with excellent analytical skills. He likes cycling in all seasons.
Lukas works in Easy as Online Marketing Specialist, Technical Writer and User Support. He works on delivering comprehensive manuals to guide you through Easy Redmine. He is a very good ping-pong player, philosopher and the lover of cats.
Vendula works as HelpDesk specialist and Tester in Easy Redmine. She likes nature and spends her free time travelling and relaxing with a book.