Frequently Asked Questions

Your service options when using easyDCP:

Sales support: All questions regarding the products and their features. For example:

Prices for new products
How to purchase
How to update from previous versions, s.o.

Sales support is available for everyone. Please contact: info@easydcp.com

License support: Questions about activation, migration, available updates and upgrades as well as the status of licenses.

All those service are available in your web account www.easyDCP.com at License Status  

License support is available for every customer independent from the service status. Contact: info@easydcp.com

Technical support: Usage and troubleshooting for all easyDCP solutions

Technical support requires a valid service contract for the respective easyDCP software. Please use "Technical Support" option within your web account.

 

How to manage ...

Service and service extensions:

Each new purchased easyDCP product comes with a valid service contract lasting for 6 months. Within this period, technical service as well as updates for the respective products are included without any payment. 

Once the service is about to expire, customers will be notified by e-mail. It is highly recommended to extends the service extension from minimum of 6 months and will always be appended to the end of the current service-period. If the customer decides for a service subscription the service extendes for another 6 month automatically if the customer has not completed the subscription at the latest 30 days before the end of the last renewal.

In case a customer decided not to prolong the support and no new version of specific software has been released, it is still possible to get back into normal service. Here a service fee of 50% (calculated form the regular service fee) for the period between previous service and the date the client wants to get back into support has to be paid. 

If a new version of specific software has been released during a non-supported period, no prolongation of the (expired) service is possible anymore. New: Here clients have to purchase a onetime fee in order to get the latest version of the easyDCP software. The update price depends on the date when the previous service extension has ended and the date the client purchased the update for his respective easyDCP application. The younger the last license the lower the update fee. Updates comes without automatic prolongation of service extension.

Hint:
Get 10% Discount with automatic Service Prolongation – Service Subscription
Discounted service for active users

Migrations:

Migrating your software to a new hardware or re-activating a license after changing components in your existing hardware is always possible. For further details please check: How can I perform a migration (hardware/operating-system-change)

Important notes:

  • Bonus licenses - e.g. a gratuitous license for DaVinci Resolve based on standalone-software purchase - can only be migrated until the standalone version of easyDCP itself has a valid service.  

Major an Minor Updates (eg. Version X.3.X > X.4.X):

Updates will arrive as needed. Estimate between 2 to 6 updates per year.

Customers with valid service (check status in your web account) have free access to updated versions of the software. There is no automatic update procedure and manual integration is required. If the update is a so-called point-release (e.g. 3.2 to 3.3) or a major release (e.g. 3.9 to 4.0) a new license is required. Minor releases (3.3.1 to 3.3.2) do not require a new license. Usually, only a new license for specific easyDCP software must be downloaded and activated. There is no need to update the certificates (signer and /or server) for a software update. Please use the "Request License & Certificate Set" as well as the "Import License & Certificate Set" options within easyDCP since they take care about proper activation of specific software. For your support please check: How do I activate my easyDCP product

Customer without valid service are requested to purchase an update. New: The update price depends on the date when the previous service extension has ended and the date the client purchased the update for his respective easyDCP application. The younger the last license the lower the update fee. Updates comes without automatic prolongation of service extension. Usually, only a new license for specific easyDCP software must be downloaded and activated. There is no need to update the certificates (signer and/or server) for a software update. Please use the "Request License & Certificate Set" as well as the "Import License & Certificate Set" options within easyDCP since they take care about proper activation of specific software. For your support please check: How do I activate my easyDCP product

Important notes:

  • Minor updates (e.g. Version X.X.1 > X.X.2) will be available automatically in your web account. Minor updates usually do not require a new activation. As usual, server- and signer certificates do not need an update.

Upgrade (e.g. easyDCP Creator to easyDCP Creator+):

The upgrade price is calculated using the difference between the existing product and the new product. No additional upgrade-fee is charged. The option "Upgrade" within your web account shows the available and the most cost-effective options for an upgrade.

Upgrades requires up to date of the upgrade provided software and valid service contract. If a service period expired or the initial version is somehow outdated, clients have to renew the service before upgrading. Please see the comments above explaining how to prolong an expired service. 

Bonus licenses:

Bonus licenses are available under certain conditions. Actually bonus licenses for easyDCP Resolve Plugin and easyDCP SAM Rio Plugin will be issued when the following prerequisites are met: easyDCP Bonus licenses for DaVinci Resolve 10/11/12 or easyDCP Bonus licenses for SAM Rio

 

If your question has not been answered please do not hesitate to send us an e-mail: info@easydcp.com