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: firstname.lastname@example.org
License support: Questions about activation, migration, available updates and upgrades as well as the status of licenses.
License support is available for every customer independent from the service status. Contact: email@example.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.
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)
Major and 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. 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
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 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: firstname.lastname@example.org
easyDCP 3.6.0 and above will be activated within the application/preferences.
Please watch our video tutorial or proceed as follows:
Note: This way of activating your easyDCP Product is only available from easyDCP Version 3.6 or higher.
One easyDCP software license can be installed only on one computer system.
However, if you need to move the easyDCP license to another computer or operating system you can do this easily using Migration function in the web shop:
easyDCP Resolve Plug-In customers can get additional important informations for migration here.
After the migration is complete you can generate a new license for the new ware system. Please refer to the following FAQ on how to activate your product.
Migration with older Versions: For version easyDCP Creator(+)2.1.X and older, easyDCP Player(+)1.9.X and older, and easyDCP KDM Generator(+)1.47 and older, be prepared to use the new hashcode of your target hardware/software.
With the free demo editions of the easyDCP standalone programs almost all functionalities of the full versions can be tested. However, there are the following restrictions:
A system hash uniquely identifies a system based on its hardware and operating system.
It looks like this:
02bea077c6f4c2f940473f88e18728d9e74888348c55735c093ea52165ace28f 76782ffb6342cf3058c02833234073b83d67207f4e3cf0ffff46a7ccf0138a2 9275ed7b91a0ca104c3170dcf4f0b25bbedc452608c64c8968634e3bb542cb5 a95d844c4b2a6a32bc940b9997f6ed83eb1c105aaa4e1e6efb6e44b5b65c953 0250423dc68b474a81940dd81e9b912bc8d30a295269fa4cdbc95c8552e2f98 770417e595a792d267c2eff25a2b9030300bef4228b4a3c6a355db5624b857a c4ea54613556abc86b81ef877e07ffe502d8c9eaabcd238c85dcc107bc28bb8 d8d8320f2d8575228ab7ab0a4041dceddde7adfae3877a84b2421a31ce9f2c8 fc09d2c_v4
Since only a scrambled reprensentation of the true system hash is presented, it looks different every time, even for the same system.
When do you need a system hash?
Normally, you never need it. With older versions, up to easyDCP Creator 2.2.X, easyDCP Player 2.0.X or easyDCP KDM Generator 1.4.1X, it was required to activate the product.
How can you find out your system hash ?
Unfortunately we cannot issue licenses that are expiring after a few days. To evaluate the software, free trial versions can be downloaded.
The restrictions of the demo versions are:
Tip: You can also generate DCPs and pay on a project basis with easyDCP Publisher.
The easyDCP Validator is paret of easyDCP Creator+ and easyDCP Player+.
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.
With activated service subscription your service will be prolonged automatically for 6 month 30 days before it expires without any notification to do it manually. The prolongation will be charged to your credit card, its details are stored for this use at our acquirer „Heidelpay“. You will receive an order confirmation and invoice for a successful service prolongation as usual.
Service prolongation via service subscription comes automatically with 10% discount.
How to setup a Service Subscription?
Your next automatic prolongation will be shown at „Next Payment“.
A service subscription can be created and removed at any time before a service gets inactive.
What happens if an automatic service prolongation fails?
If payment fails we will keep retrying. After certain fail we will deactivate the service subscription and inform you by email. Your Service Status will be set to manual mode and you will receive the known „Service Notification“.
Reasons for failed payments can be expired validity, insufficient covering of payment amount or general deactivation of your credit card. If possible we will inform you about reason of rejection.
How safe are your Credit Card details?
Your CC details are exclusively stored on servers of our acquierer. These servers are regularly monitored by the CC-companies.
From now on, you will receive a discount on your service and support fees if you extend the service during the ongoing service period.
This is how it works: Since 2017-01-01 you receive a COUPON code on your bill for your next purchase of service extension. This voucher reduces your costs for the next service renewal of the same license by 10%.
The COUPON code is valid for the respective license from the issue of the invoice until the day on which your existing service expires. The date of the last validity is displayed in the COUPON.
How to use this voucher code:
NOTE: Your ongoing service must still be valid
You will automatically receive a discount of 10%. The new service is automatically added to the end of the current service period. The invoice now contains a new COUPON code in order to receive a 10% discount for the next renewal.
Hint: You can spare yourself the manual entry of the voucher code by signing up for a subscription, which automatically extends the service in time. You then receive the discount without entering a COPUON code.