EASY SOFTWARE AG

Our Support Service

Whatever your activities - from development, consulting and service through to open and honest dialogue - we're putting our customers first. Regardless of whether it's general sales support, granting licenses, contract contents or technical problems, we ensure that your enquiry will be forwarded as quickly as possible to our specialists in the corresponding department to provide expert answers.

The key to sustained success through implementing process-optimized software is in using and developing the right methods. Extensive consulting and detailed analysis of existing corporate structures ensure effective cost control and enable controlling increasingly complex structures.

Being our direct customers or our partners' certified employees, you will benefit from the extensive support services rendered by EASY SOFTWARE. We will be happy to provide competent support via e-mail or via our hotline. The service itself will be rendered quickly, depending on the respective problem.  Simple cases can be easily solved via telephone or remote support. For complex issues you will benefit from our quick and easy on-site service.

WE SAVE TIME.

A competent facility for our direct customers

To enable us to render maximum service and meet your needs, a separate support unit is available within the business unit (BU) Consulting in addition to the existing product support services.

Since January 1^st, 2010 specifically trained project and support employees have been attending responsibly to all support cases submitted by our direct customers via our hotline.

Fast response and detailed analyses for project-specific questions – that's what our business unit provides, pursuing the following goals:

• Centralized responsibility for all support cases submitted by our German and international direct customers
• Appropriate and fast response to reported support cases according to closed service level agreement
• Availability of knowledge of the existing customer EASY installation / system environment (hardware/software, EASY components/processes)
• Uniform and organized customer and internal communication channels
• Support for diagnosing the error to differentiate between project errors and product flaws
• Forwarding product flaws to EASY Product Support and their follow-ups
• Channeled and pre-filtered access to the required knowledge of our project consultants through to coordination; deployment support, if necessary

A COMPETENT FACILITY FOR OUR PARTNERS

For our customers supported through qualified and trained EASY partners, the respective EASY partner is the initial and competent contact person for all support questions referring to the EASY SOFTWARE solutions.

In this capacity, EASY partners provide first-level support for our customers. Complete coverage, pre-diagnosis, as well as high and fast initial solution competence are of prime importance.

If the problem is a trickier one, the coordinated support process between EASY SOFTWARE and its qualified partner will become effective. For EASY customers, this means that the manufacturer backs its partners, thus ensuring optimum service for the deployed EASY solutions at maximum benefit.

For EASY application maintenance the EASY Product Support team provides a wide performance range for EASY partners:

• Supporting partners for error diagnosis and fixing errors
• Providing workarounds or specific solutions
• Coordinating product requirements with the Development and Product Management departments
• Sound training courses and opportunities for qualification
• A knowledge base to support effective troubleshooting
• Remote support for partners, and similar services

Based on its EASY Partner Certification program, EASY SOFTWARE ensures a consistently high level of quality, providing transparency for the interested customer of the competencies and specialties of the EASY partner near them.