Expert Support Hour

One hour of expert time: 25€. We find out what is actually wrong.

When the support guides and the assistant have not solved it, buy an hour of our time and we will get hands-on with your problem. No subscription, no commitment beyond the hour you buy.

• 🔍 Up to 1 hour of hands-on investigation by an easyCMS engineer
• 📝 A written diagnosis: what is wrong, why, and what fixing it involves
• 💶 A fixed quote for the fix, if one is needed, which you approve before any further work
• ⏱ Started the same working day for urgent requests
• 🔁 Refunded if the cause turns out to be a bug in easyCMS

How it works

1. Buy one hour (25€). Add it to your basket and pay by card. Checkout is handled securely by Stripe.
2. Tell us what is happening. After payment you are taken to the support request form. It asks for the display name, the player type, what you expected, what actually happens and what you have already tried, the details that let us start work immediately instead of spending a day asking questions.
3. We investigate. Up to one hour of real work: reading your player logs, reproducing the fault on the same platform, testing your network path, and a remote session with you where that is the fastest route.
4. You get a diagnosis in writing. The cause, the evidence, and the options.
5. If a fix is needed, you get a fixed quote. For example: “3 hours to rebuild the layout and re-encode the media: 75€.” You approve and pay it before we start. You are never billed for work you did not agree to, and the estimate does not creep.

What we can investigate

• Displays that will not come online, or will not stay online
• Content that never updates, or plays the wrong thing
• Video that is black, skipped or stuttering on specific hardware
• Layouts, playlists and schedules that do not behave as designed
• Network, firewall, proxy and certificate problems blocking your players
• Dashboards, webpages and embedded content that render blank on screen
• Datasets and dynamic content that will not populate
• Migrating an existing setup onto easyCMS

What is not included

This is expert time on your easyCMS setup. It does not cover writing custom software, designing your content from scratch, or work on third-party systems we have no access to. If your request needs any of that, we will say so in the diagnosis and quote it separately, so you can decide.

Do you actually need it?

Try the free routes first: the AI assistant answers from the whole support library, the support guides document almost every fault we see, and email support comes with every account. This hour is for the problem those cannot solve, when you want someone hands-on today.

The Expert Support Hour is for the one-off: a problem you need solved now, without committing to anything ongoing.

Before you buy

Please check the support guides first, most problems are already documented, and solving it yourself in five minutes beats waiting for us. The assistant and the guides are free to everyone, and an expert hour is 25€ when you want a person on it.

Full details of every support option: Getting Help and Support Options.