Tier 1 support desk
Your first call comes to us.
Most of what stops a working day, we fix on the call. What we cannot, we escalate to the people who wrote the system — and keep chasing.
Mon–Sat, 8 a.m.–6 p.m. PHT · Phone, email and Viber · Escalation tracked to closure
Scope
What we handle, and what we pass on.
Knowing the line up front is what keeps a ticket from bouncing between two companies.
EasyBiz handles — tier 1
- How-to questions, any screen
- Users, roles and permissions
- Password resets and lockouts
- Printing and PDF problems
- Browser and device troubleshooting
- Configuration: services, prices, hours, branches
- Correcting data entered wrongly
- Refresher training for new staff
Escalated to the developers
- Confirmed defects
- Data integrity problems
- Outages and performance
- Security concerns, immediately
- Bulk migration and database work
- Integrations and new features
You still deal with us. Escalating does not hand you over — the updates keep coming from EasyBiz.
Response targets
How fast we come back to you.
Standard targets, in support hours. A first response means a person who has read your ticket.
| Severity | What it means | First response | Updates |
|---|---|---|---|
| P1 — CriticalCannot operate | Nobody can log in, or you cannot take payment or see today’s bookings. | 1 support hour | Hourly |
| P2 — HighCore task blocked | Certificates will not issue, invoices will not print, the calendar will not save. | 4 support hours | Daily |
| P3 — NormalWorkaround exists | Config changes, data corrections and how-to questions. | 1 business day | Every 2 business days |
| P4 — LowNo operational impact | Cosmetic issues, questions and feature requests. | 3 business days | On change |
We set severity with you, not at you. If the clinic cannot see today’s patients, that is a P1 whatever the form said.
Support plans
Every license includes a support desk. Some businesses need more.
Essential comes free with every license. The paid tiers are for where downtime is expensive.
Essential
Included with every license
The standard desk. Enough for most single-branch businesses.
- Mon–Sat, 8 a.m.–6 p.m. PHT
- Phone, email and Viber
- Unlimited how-to and configuration
- Users, roles and access
- Standard response targets
- Escalation handling
- One refresher a year
Business
Quoted per branch, monthly
For businesses where the system is the operation.
- Everything in Essential
- A named account contact
- Priority queue — targets halved
- Monthly config and data check
- Two refreshers a year
- Quarterly usage review
Priority
Quoted per group, monthly
For multi-branch groups and seven-day operations.
- Everything in Business
- Extended coverage, including Sunday
- 24/7 for P1 outages
- A quarterly on-site visit
- Change requests put to the roadmap
- Targets written into your contract
Training
Systems fail because nobody was trained on them.
Included in every rollout, and available whenever you take on new staff.
- Go-live training, role by role
- Printable one-page guides
- New-hire onboarding
- Refreshers, yearly or twice yearly
- On site or online
- Data migration
Questions
About support
What should we put in the first message?
- Which branch, and which user
- What you were trying to do, and what happened instead
- The error text, and a screenshot if you have one
- Roughly when it started, and whether it still happens
- Whether it affects one person or everybody
None of it is mandatory. If it is urgent, email [email protected] and put URGENT in the subject line.
Is support included, or extra?
Essential is included with every license. Business and Priority are paid add-ons for faster targets, a named contact or extended coverage.
What counts as a support hour?
Mon–Sat, 8 a.m.–6 p.m. PHT. A four-hour target raised at 5:30 p.m. Saturday is due 11:30 a.m. Monday. Priority customers get 24/7 for P1.
Do we call you or the developers?
Always us. We escalate when a ticket needs it, but the updates still come from EasyBiz.
Can you change our configuration for us?
Yes, and it is included — prices, services, branches, rooms, hours, roles.
What if we want a feature that does not exist?
We log it and put it to the development team with the business case. Priority customers get theirs represented on the roadmap.
Do you support customers outside your region?
Yes — phone, email, Viber and online training are nationwide. Only on-site visits are region-dependent.
Next step
Something broken? Start here.
If it is stopping you from operating, email us and put URGENT in the subject line.
Ask about a plan- Sales +63 964 053 7702
- Email [email protected]