Where to find technical support?

Bug Report

To ensure the effectiveness of reports, the conditions of this procedure must be met. The following channels are available for submitting reports:

1. email address: [e-mail],

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

Bug Report

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

1. The following channels are available for submitting reports:

   1. email address: [e-mail],

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

2. When submitting a report, the following must be provided:

   1. contact details for the person designated for contact on the reporting side,

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

   3. the name of the application affected by the problem,

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

   5. the date and time the problem occurred.

3. A report sent to the monitored inbox “[e-mail]” is acknowledged by a return confirmation of receipt. The absence of a return confirmation means that the report did not reach the Contractor.

Report Processing

1. Report verification: the report is verified by 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 shall ensure such access is available.

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

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

Report Statuses

Reports may have the following statuses:

• OPEN – report registered in the system,

• IN PROGRESS – report currently being worked on,

• PENDING – completed reports not verified by the Reporter,

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

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

Report Receipt

1. The Reporter is informed by the consultant via email about the work performed and the status of the report.

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

3. If the Reporter later identifies previously undisclosed defects related to this report, the Reporter shall immediately report this fact, and the report will be reopened and verified.

4. If there is no response to the information about the completed report for 7 days, the report is assigned resolved status.

SLA – technical support

Select the technical support 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*	Error repair or workaround time*
critical error / very high – preventing use of the software or blocking the execution of the client's key business processes (system downtime or hang-up, significant disruption to work for at least 10% of Software users) and requiring the fastest possible repair or workaround	4 business hours	12 hours
standard error / high – affecting the functionality and ease of use of the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data)	16 business hours	7 business days
incident / other – improper system operation, but in a form that does not affect user work at all	1 business day	14 business days
consultations – the software vendor's time devoted to communication with the User, support, advice, and instructions	5 business days	–
development – all work not related to bug fixes, for example software modifications	20 business days	–

SLA STANDARD 7 / 8-23

Error category / Priority	Response time* on business days 8.00-23.00	Repair time* on business days 8.00-23.00
critical error / very high – preventing use of the software or blocking the execution of the client's key business processes (system downtime or hang-up, significant disruption to work for at least 10% of Software users) and requiring the fastest possible repair or workaround	4 business hours	8 hours
standard error / high – affecting the functionality and ease of use of the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data)	16 business hours	7 business days
incident / other – improper system operation, but in a form that does not affect user work at all	1 business day	14 business days
consultations – the software vendor's time devoted to communication with the User, support, advice, and instructions	5 business days	–
development – all work not related to bug fixes, for example software modifications	20 business days	–

SLA STANDARD 7 / 8-23

Error category / Priority	Response time* on business days 8.00-23.00	Repair time* on business days 8.00-23.00
critical error / very high – preventing use of the software or blocking the execution of the client's key business processes (system downtime or hang-up, significant disruption to work for at least 10% of Software users) and requiring the fastest possible repair or workaround	4 business hours	8 hours
standard error / high – affecting the functionality and ease of use of the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data)	16 business hours	7 business days
incident / other – improper system operation, but in a form that does not affect user work at all	1 business day	14 business days
consultations – the software vendor's time devoted to communication with the User, support, advice, and instructions	5 business days	–
development – all work not related to bug fixes, for example software modifications	20 business days	–

Working hours: business days 8.00-16.00. Service work execution: business days and non-working days 8.00-23.00.

Response time and repair time are counted in service work hours, provided that the processing time for a report submitted after 23.00 starts at 8.00 the next day.

Definitions

• Response time – the time elapsed from the reporting of the error to the moment corrective action is initiated.

• Repair time – the time elapsed from the reporting of the error to the moment the repair is completed.

• Business days – statutory working days.

• Working hours – working hours – 8.00 – 16.00.

• Repair – restoration of full software functionality.

• Error resolution – the result of service work performed, as a result of which the cause of the error is removed and the full software functionality defined in the documentation is restored.

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

Do not send passwords, login credentials, or other authentication information. If the report requires additional data, technical support will indicate a secure way to provide it.