Tag: Service
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Your service options when using easyDCP products:

Sales support:

All questions regarding the products and their features.

    • Purchase of easyDCP Products
    • Questions for manage payments,
    • Handling for discounts for Non Profit organiasations
    • usw. 

Prices for easyDCP products you can find here
Sales support is available for everyone. Please use the Service or contact form in Sales Support

License and Subscription support:

Questions about activation, migration, available updates and upgrades as well as the status of licenses.
All technical service options are available in your web account www.easyDCP.com at My Products  

License support is available for every customer independent from the service status. Please use the Service or contact form in Sales Support

Technical support:

 Usage and troubleshooting for all easyDCP Plus / IMF Studio solutions

Technical support requires a valid subscription or a service contract for the respective easyDCP Package/application. Please use the Service or contact form in Technical Support.

Online Roamingsupport:

Usage and troublshooting 

Online Roaming requires a valid subscription or a service contract for the respective easyDCP Package/IMF Studio application. Please use the Service or contact form in Technical Support.

Find answers to important questions about your licenses

Subsriptions prolongation for easyDCP Plus / IMF Studio Pakete:

Customers can at any time extend and renew their subscription. The period to be extended is either seamlessly added to the term of the existing subscription.  If the subscription has already expired, it will be reactivated when the renewal is complete.

Hint: Customers are invited to use the automatic renewal with every purchase. This can also be set up manually afterwards. 
You can find more details here


Service and service extensions for customer with permanent licenses:

Each new purchased easyDCP Plus and IMF Studio package comes with a valid service contract lasting for 6 months. Within this period, technical service, cost free updates and online roaming for the respective package are included without any additional payment. 

Once the service is about to expire, customers will be notified by e-mail. It is highly recommended to extend the service extension from minimum of 6 months. It will always be appended to the end of the current service-period. If the customer decides for a automatic service subscription the service extendes for another 6 month automatically.

In case a customer decided not to prolong the support and no new version of specific package has been released, it is still possible to get back into normal service. A reactivation (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 package has been released during a non-support period, no prolongation of the (expired) service is in this moment possible. Here clients have to purchase a onetime fee in order to get the latest version of the easyDCP Plus/IMF Studio package. 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 Plus/IMF Studio package.
The younger the last license the lower the update fee.
Note: Updates comes without automatic prolongation of service extension.

Hint: Customers are invited to use the  automatic service renewal with every purchase. This can also be set up manually afterwards. You can find more details here

Migrations

Valid for Customer using their licenses with Offline Activation:

Migrating your easyDCP/IMF Studio offline licenes 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)
 

Major and Minor Updates:

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

  • Customers with Subscriptions can always download the the latest version and use them immidiately. 

  • Customers with Permanent License and valid service have free access to updated versions of the appropriade package.

    • Customers using Online Activation can always download the the latest version and use them immidiately.

    • Customers using Offline Activation maybe needs to request for a new license (see Release Types). 

Release Types: 
Major releases
(e.g. 4.2 to 4.3 or e.g. 3.9 to 4.0)
always a new license is required. For your support please check: How do I activate my easyDCP Plus oder IMF Studio product

Minor releases (4.2.1 to 4.2.2)
do not require a new license. In principle there is no need to update the certificates (signer and/or server) for a software update.

  • Customers without valid service follow instrution in section: Service and service extensions

Upgrade

available for easyDCP Licenses < 4.0 and easyDCP / IMF Singlelicenes

The button Purchase Upgrade within your web account at Single Licenses shows the available and most cost-effective options for an upgrade.

 

If your question has not been answered please do not hesitate to contact use on the Service section or contact form in Sales Support

To receive free software updates or certificate services, and technical support by Fraunhofer IIS, a service contract is mandatory for every easyDCP product. Every easyDCP product comes with an initial support contract for six months. You have the option to start with twelve months instead.

Once the initial service is about to expire, you will be notified by e-mail that it is recommended buying a service extension. You can purchase additional support for six month or longer. 

For the prices of the service extensions please refer to our shop site.

Please note: Without valid service, updates to newer software versions have to be purchased. The prices depend on how much time has elapsed since the expiry of the service contract.

Upgrades to e.g. “+” versions are only possible with an up-to-date software versions and valid service contract.

More detailed information on updates, upgrades and service policies can be found here.

Hint:

Get 10% Discount with automatic Service Prolongation – Service Subscription

Discounted service for active users

The Reactivation Fee is charged when your service has expired for longer than 30 days.

The cost of reactivation is based on the period without service (full months) and 50% of the usual service fee for each license.

Tagged as: easyDCP Shop Service