Support Options Feature Comparison

Cloud Deployment

Essential Support
Documentation
Support Includes
  • Instructions on implementation and configuring the software
  • Help installation issues
  • Help with problems during upgrades
  • Incident Support - find and solve issues in the system
  • Analysing the root of the problem
  • Pinpointing the bug and creating a report: Fixing Bugs
Hours of Availability18/5 (L2; L3; L4)
For L1 we deliver assistance as fast as possible
Initial Response Times2 / Production Application Down (L1)4 Hr
Initial Response Times2 / Serious Degradation (L2) 8 Hr
Initial Response Times2 / Moderate Impact (L3)1 Business Day
Initial Response Times2 / Limited Impact (L4)2 Business Days
Support Team3L1, L2: Advanced Team
L3, L4: Select Team
Phone SupportOnly for L 1
New Features & Enhancements
PriceBundled with Cloud, Ultimate Plan and Monthly Plan
Server Deployments
Essential Support

From 20 October 2020 all Self-managed purchases include 12 months support. Before this date only 6 months was included.

Documentation
Support Includes
  • Instructions on implementation and configuring the software
  • Help installation issues
  • Help with problems during upgrades
  • Incident Support - find and solve issues in the system
  • Analysing the root of the problem
  • Pinpointing the bug and creating a report: Fixing Bugs
Hours of Availability18/5 (L2; L3; L4)

For L1 we deliver assistance as fast as possible

Initial Response Times2 / Production Application Down (L1)4 Hr
Initial Response Times2 / Serious Degradation (L2)8 Hr
Initial Response Times2 / Moderate Impact (L3)1 Business Day
Initial Response Times2 / Limited Impact (L4)2 Business Day
Support Team3L1, L2: Advanced Team
L3, L4: Select Team
Phone SupportOnly for L 1
PriceBundled with Self-managed EasyTaxiOffice Software
To renew Essential Support for additional 12 months for £150 Contact us

1 Hours of Availability - We operate between 8am and 5pm (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 LevelDefinition
Level 1Production application breakdown which affects most staff and the entire business
Level 2Errors causing the application to perform badly and lose functionality
Level 3Issue in the application with a medium impact to the business
Level 4Inquiry 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.

 


Fixing Bugs

  • 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

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 Cloud Terms of Service or 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.

 


Required Skills

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: