> For the complete documentation index, see [llms.txt](https://eaclouddoc.eauditor.eu/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eaclouddoc.eauditor.eu/eacloud-docs-en/getting-started/where-to-find-technical-support.md). # 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: **,** 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: **,** 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 “****” 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](https://www.btc.com.pl/wsparcie-techniczne/#31637b3dba7c8c63f) {% tabs %} {% tab title="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 | – | | {% endtab %} | | | {% tab title="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 | – | | {% endtab %} | | | {% tab title="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 | – | | {% endtab %} | | | | {% endtabs %} | | | > **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.
{% hint style="info" %} 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. {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://eaclouddoc.eauditor.eu/eacloud-docs-en/getting-started/where-to-find-technical-support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.