Server Deployments - Support Guidelines
| Essential Support | |
| Documentation | ✓ |
| Support Includes |
|
| Hours of Availability1 | 8/5 (L1;L2; L3; L4) |
| Initial Response Times2 / Production Application Down (L1) | 2 Business Day |
| Initial Response Times2 / Serious Degradation (L2) | 2 Business Day |
| Initial Response Times2 / Moderate Impact (L3) | 3 Business Day |
| Initial Response Times2 / Limited Impact (L4) | 3 Business Day |
| Support Team3 | L1, L2: Advanced Team L3, L4: Select Team |
| Price | Bundled with Self-managed EasyTaxiOffice Software Additional support is quoted depending on the amount of time required. Contact us |
1 Hours of Availability - We operate between 8am and 4pm (United Kingdom time zone).
2 Initial Response Times – EasyTaxiOffice will do its best to respond in the given response time-frames for the given severity levels. The different severity levels are:
Level 1: Production application breakdown which affects most staff and the entire business
Level 2: Errors causing the application to perform badly and lose functionality
Level 3: Issue in the application with a medium impact to the business
Level 4: Inquiry or small bug with a limited impact on your business
3 Support Team – Our Advanced Team is the highly trained engineers who are ready to diagnose issues in your environment.
Support Does Not Include:
- Customers who do not have a current maintenance agreement
- Modified EasyTaxiOffice products - where the original source code has been changed
- Integration of third-party apps and plugins
- Professional Services like:
- Adjusting the System and its performance
- Planning Deployment and Capacity
- Upgrade and installation Services
- Product training
- End of Life, Beta releases
- Help with any questions or requests related to development.
- Support for end-users (please see Required Skills for details)
- Customer support in any language except English
Need this kind of assistance? Contact us and we will provide you with a quote for a service not included in our standard packages: Contact Us
Definition of Impact Levels
| Impact Level | Definition |
| Level 1 | Production application breakdown which affects most staff and the entire business |
| Level 2 | Errors causing the application to perform badly and lose functionality |
| Level 3 | Issue in the application with a medium impact to the business |
| Level 4 | Inquiry or small bug with a limited impact on your business |
Supported Platforms
The platforms we support are thoroughly tested and we will work to fix any problems that might arise. EasyTaxiOffice does not provide support with configuring the software in an environment that is not supported.
For more detailed information on what platforms are supported by the EasyTaxiOffice software, please visit Supported Platforms.
- EasyTaxiOffice Support is there to assist with bug reporting and issue solving
- Critical bugs are usually fixed in following maintenance releases
- Fixes for non-critical bugs will be added to the updates schedule successively
* We define Critical priority as: "Production application breakdown which affects most staff and the entire company workflow causing revenue loss." This applies to security issues as well.
See the EasyTaxiOffice bug fixing policy for more information: Bug Fixing Policy.
End of Life Policy (Server Deployments)
EasyTaxiOffice supports software 4.0.x for 1 year after its major iteration 4.0 was released. For versions that are supported, customers can raise issues via our Support Ticket. If a bug is discovered, it will be prioritized based on our Bug Fixing Policy and may require you to upgrade to the version which includes the fix.
More information and EOL dates can be found in our End of Life Policy.
Eligibility and Software Maintenance
Software maintenance means the customers’ right to support and software product updates which correspond with their software license. Terms of agreement can be found in the Software License Agreement. As the maintenance period concludes, the software will keep on functioning, but customers cannot use support and software updates. Please note that a starter license only includes guide support.
Support is accessible to all system admins and account holders. End-users will be redirected under the guide of a system administrator.
See the EasyTaxiOffice bug fixing policy for more information: Bug Fixing Policy.
To manage an EasyTaxiOffice product, a basic technical skill set is needed. It should include but not be limited to:
- Being able to run SQL commands and installing databases comfortably. Recommended: have a good DBA for database troubleshooting and administration.
- Being able to install and control web technologies production comfortably.
EasyTaxiOffice support team can provide tips and general guidelines for customers on how to administer and upgrade their own installations, but the customers are responsible for their processes of installation and maintenance. Shall a requirement for more assistance arise, consider these helpful resources given below: