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The purpose of this on-going service is to back you up while using Easy Redmine. All our clients use the Basic Support Plan or can get higher level of service with the Priority Support plan. For specific support requirements, we can arrange individual support level and conditions.

 

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Basic support plan

  • Free of charge
  • 24/7 support for cloud outage reports
  • Support requests must be submitted through the client zone, or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Tickets are prioritized according to severity (definition of severities is below)
  • Response time is in our best effort; our team is committed to suggest a final solution within 24 business hours
  • We use the rule of 3 replies on one ticket. If the issue is not solved, we will try calling the submitter for clarifications

 

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Priority support plan

  • Paid service
  • 24/7 support for cloud outage reports
  • Support requests may be submitted by client zone, This email address is being protected from spambots. You need JavaScript enabled to view it. or by phone to our international contact numbers and Skype
  • Fast queue - tickets are handled with priority over basic support plan. Severities are still considered
  • No ticket ping-pong - If the issue is not resolved by the first reply, we will try calling the submitter for additional information
  • Our team is committed to resolve all tickets within the next business day
  • We use various remote collaboration tools for a quicker resolution of your issues

 

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Individual support plans

  • This email address is being protected from spambots. You need JavaScript enabled to view it. to find out more about individual support and SLAs

 

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General information about support

Before submitting a ticket, please check our Knowledge base. Standard ticket submissions are via client zone and This email address is being protected from spambots. You need JavaScript enabled to view it. If you have paid priority support plan, you can also contact us by phone. When requesting support by phone, you will be asked for your contact information: name, company, direct phone, email. Without this information we are not able to communicate the progress of your request.

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 processing 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 is not enough. We always reply in English.

A bug report is accepted as legitimate, if:

If the report is not validated in simulation tests, the bug may have been caused not 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 complete malfunction of production system). The situation prevents you from using the software and there is no procedural available.

  • Severity 2 (high)
    A problem where the software is functioning but softaware's functions in a production environment are severely reduced. The situation has high impact on parts of your business operations and there is no procedural workaround available.

  • Severity 3 (normal)
    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, with or without a procedural workaround.

  • Severity 4 (low)
    A question regarding the general usage, 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 and the performance or functionality of your system. Your business continues to function, with or without a procedural workaround.

 

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Server support

Every server configuration is specific, even if we provide the initial virtual machine with preinstalled application - it always must run on client's environment, which is beyond our control. That is why we have limited possibilities to provide support for incidents that are caused by the environment surrounding the application. We still expend our best effort to help you, regardless of the origin of the cause.

What is considered "server support"?

  • Assistance with installation, upgrading or migrating data
  • Assistance with deployment or launch of virtual machine
  • Assistance with environment configuration (before, during, or after installation or deploy of the application)
  • Assistance for services (such as cron jobs), components (such as disk), processes, web servers, application servers, database
  • Assistance with email configuration
  • Trainings for any of the above
  • Investigation of local application failures

How is server support provided?

  • Access to client server for our technicians is an undeniable neccessity
  • The remote session is planned in advance for a specific time
  • Postponment from client's side less than 24 hours before scheduled is sanctioned
  • After each session, hours of the technician are billed

How are server support hours billed?

  • Client prepays server support credit (minimum bundle is 10 hours)
  • After every session, hours spent by technican are deducted from the credit
  • Billable (deductable) hours are confirmed by client
  • Spent and remaining hours are rounded to 10min
  • If remaining credit is less than estimated time for a new session, client must "recharge" the credit before the session
  • Server support credit is not a part of implementation or user support packages, it is billed separately
  • Postponment of agreed date from client's side less than 24 hours before scheduled is sanctioned by 2 hours from the server support credit, even if no work was done!

 

Meet our support team:

Robert works in Easy as the quality and support manager. He has vast experience with all Easy Redmine features and therefore can provide you with an excellent 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

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

Vendula Kreuzova - HelpDesk Specialist in Easy Redmine

Boris is a Helpdesk Specialist in Easy Software. He likes spending time in countryside and loves all kinds of sports.

Lukáš pracuje v Easy jako specialista obsahového marketingu a softwarové dokumentace (technické psaní). Zaměřuje se na vytváření komplexních návodů, jak postupovat Easy Redmine. Je to velmi dobrý hráč ping-pongu, filozof a milovník koček.

Lukáš Beňa Specialista obsahového marketingu a softwarové dokumentace (technické psaní)

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

Alena Vejsadova - Redmine consultant

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

Dominik Pralovski Easy Software

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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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