Where to find technical support?

Error report

To ensure the effectiveness of reports, the conditions of this procedure must be met. The following reporting channels are provided:

1. email address: [email protected],

2. telephone numbers available on business days (optional),

Error report

To ensure the effectiveness of reports, the conditions of this procedure must be met.

1. The following reporting channels are provided:

   1. email address: [email protected],

   2. telephone numbers available on business days (optional),

2. When submitting a report, you must provide:

   1. contact details of the person designated on the reporter’s side for communications related to the report,

   2. as precise a description of the problem as possible, including actions already taken to resolve the issue, if any,

   3. the name of the application to which the problem relates,

   4. specification of the report category and/or business impact,

   5. the date and time of the occurrence of the problem.

3. A report sent to the monitored inbox “[email protected]” is acknowledged by returning a confirmation of receipt. Lack of a return confirmation means that the report did not reach the Contractor.

Processing the report

1. Verification of the report: the report is verified with respect to its type and assigned to the appropriate consultant.

2. If verification or handling of the report requires remote or direct access to the Software, the reporter should provide such access.

3. If configuration files, logs, or other additional information are necessary for proper handling of the report, the reporter should provide access to them.

4. The consultant assigned to handle the report commences work as soon as possible, in accordance with report priorities and within service hours.

Report statuses

Reports may have the following statuses:

• OPEN – report registered in the system,

• IN PROGRESS – report on which work is currently being performed,

• PENDING – reports completed but not verified by the Reporter,

• CLOSED/RESOLVED – report implemented, verified by the Reporter and confirmed,

• REOPENED – report closed in which the same error was detected at a later time (not revealed during tests).

Receipt of reports

1. The Reporter is informed of the work performed and the status of the report by the consultant via e-mail.

2. The consultant marks the report as “closed / resolved”.

3. If the Reporter later detects defects previously undisclosed concerning this report, they shall notify this fact immediately, and the report will be reopened and verified.

4. If there is no response to the notification of completed report acceptance within 7 days, the report obtains the status of resolved.

SLA – technical support

Select the technical support option you are interested in. In most installations the support conditions are sufficient SLA STANDARD 5 / 8-16

SLA STANDARD 5 / 8-16

Error category / Priority	Response time*	Time to fix or workaround the error*
critical error / very high – preventing use of the software or blocking execution of the client’s key business processes (system shutdown or freeze, significant disruption of work for at least 10% of Software users) and requiring the fastest possible fix or workaround	4 business hours	12 hours
standard error / high – affecting functionality and user convenience of the software, but not blocking users’ basic tasks (reduced work efficiency, unavailability of some data)	16 business hours	7 business days
incident / other – incorrect system behavior, however in a form that does not affect users’ work at all	1 business day	14 business days
consultations – time of the software provider devoted to communication with the User: support, advice, instructions	5 business days	–
development – any work not related to bug fixes, e.g. software modification	20 business days	–

SLA STANDARD 5 / 8-23

SLA STANDARD 7 / 8-23

Working hours: business days 8:00–16:00. Execution of service work: business days and public holidays 8:00–23:00.

Response time and repair time are measured in service working hours, provided that the execution time of a report submitted after 23:00 begins at 8:00 on the following day.

Definitions

• Response time – the time that elapsed from reporting the error to the commencement of remedial actions.

• Repair time – the time that elapsed from reporting the error to the moment the repair was completed.

• Business days – statutory business days.

• Working hours – working hours – 8:00 – 16:00.

• Repair – restoration of full software functionality.

• Error resolution – the result of service activities through which the root cause of the error is removed and the full functionality of the software specified in the documentation is restored.

• Error workaround – temporary restoration of software functionality that does not completely eliminate the root causes of the error but enables the software to operate.