Sunday, August 9, 2020

Procedure for the provision of technical support services

Elimination of incidents and errors

Incident (error) - an unplanned event associated with complete or partial inoperability of the standard documented functionality of the ePlat4m software or its part.

The service for elimination of incidents provides an opportunity to submit an unlimited number of requests related to the incorrect operation of the standard documented functionality of the ePlat4m software .

In the event of an incident, the technical support service has the right to request remote access to the system to carry out the necessary diagnostic actions, if it is impossible to provide this access, a visit to the software operation site is carried out at the expense of the end user.

In the event that an incident occurs due to an error in the software configuration, a corresponding revision request is created, the deadline for which is determined by the priority and the availability of a workaround solution.


Providing advice

Consultation request is an appeal related to the need to obtain clarifications or additional information about working in the system or setting it up.

A consultation request includes the ability to submit an unlimited number of requests on the following topics: Online tech support jobs

Consulting on the functionality of the system; 

Providing reference and methodological materials;

Providing advice on system installation using standard tools.

Consultation requests do not include issues related to training, development of application modules and adapters using ePlat4m software. If it is necessary to fulfill such requests, the user has the right to request the cost of providing services, after which a technical support specialist will analyze the request, assess the complexity of work, the timing and cost of their implementation, and provide information to the user.


Requests for revision

A revision request is a request to make changes to the system configuration associated with fixing errors or expanding the capabilities of the existing functionality.

Requests for revision are not included in the list of services provided under a certificate for the provision of technical support services, the order and priority of such requests are determined by the technical support specialists in accordance with the system development plan.

If it is necessary to speed up the execution of specific requests for revision, the user has the right to request the cost of the extraordinary execution of these requests, after which the technical support specialist will analyze the request, estimate the labor intensity of the work, the timing and cost of their implementation, and provide information to the user.

If the cost and timing of the revision is agreed, the user pays for the work in accordance with the terms of the contract, after which the technical support specialists proceed to fulfill the request.


Warranty service

Within 3 months after the purchase and commissioning of the product, the end User has the right to free consultations on the functionality and configuration of the software.

The warranty service does not provide for the fulfillment of requests for system revision.

Technical support cost

The cost of technical support services is determined by the ePlat4m software configuration and service provision parameters, and is calculated depending on:

The cost of software composed of:

Platform costs.

The cost of a set of standard modules and connectors used.

The cost of a set of customized (unique) modules and connectors used.

Parameters of providing technical support services:

Speed ​​reaction.

The number of hours of work of a specialist included in the cost of the contract for each of the services.

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