Просмотр кода страницы Technical support regulations

[[Technical_support_regulations|en]] | [[Регламент_технической_поддержки|ru]]

* Error reports and technical support questions are submitted by customers via the portal https://my.userside.eu/ticket ''(hereinafter referred to as the "Ticket System")''

* If the request from the customer comes through other channels ''(email, calls)'', the customer will be asked to resubmit it via the '' "Ticket System" ''

* You should not submit different questions in the same ticket. The resolution of such tickets may require the involvement of multiple specialists at the same time. It may also be required to have clarifying questions. As a result, the ticket turns into a variegated mess of communication on a variety of topics. Therefore: one ticket - one question

* Applications are resolved on weekdays from 9-18 ''(excluding public holidays in Ukraine)''. Outside working hours, weekends and public holidays, applications may be handled on an optional standby basis

* Requests can have varying levels of complexity and the response time depends on this. Different specialists may be involved. Some can be resolved instantly, some may not be resolved in a week. No one request is lost and due to the "Ticket System" the entire history of customer enquirers is visible

* Tickets from customers who have reached the end of their paid support period are not considered

* Priority is given to error reports. Messages with common questions to the technical support team are dealt with in a secondary order

* Only the last three versions of ERP "UserSide" (currently '''3.17''', '''3.18''' and '''3.19''') will be accepted for consultation and error reports. In case of queries on earlier versions, the merits of the customer's question will not be considered and the customer will be asked to upgrade to a more recent version

* Messages requesting improvements to the system are gratefully received and we will include them in our plans for development. However please take into account that the product is being finalized at our discretion and we are not under any obligation to do so. We summarize all customer requests, identify the most common, popular and interesting in our view, and implement them as far as possible

* The technical support staff ''(and developers in general)'' do not have access to ERP "UserSide" customer's systems. In exceptional cases, where an error or situation cannot be repeated locally or a specific model of switch equipment needs to be sorted out, technical support may request temporary access from a specific IP to the customer`s ERP "UserSide". Once the issue has been resolved, the customer is required to block the account provided

* There is no need to give technical support staff access to ssh, ftp, databases etc. Sometimes the technical support staff may request access to a specific equipment ''(switch, radio equipment, olt, etc.)'' for research or debugging purposes. Once the issue has been resolved, the customer is obliged to close access to this equipment

* Customers can send comments and suggestions on the technical support service to office@userside.eu

* Please be understanding, that we do not teach basic system administration or provide technical support on all existing IT topics. You must have qualified staff to do this

* '''As a lyrical digression:''' we put quite a lot of effort into testing and debugging the software each time an update is released. We do not release updates with bugs that we know about. However, very often a customer may encounter obvious ''(to them)'' errors that only they ''(or a small number of other customers)'' have experienced. This may be related to the server performance, it's settings, software versions, as well as to the specifics of using the software functionality - such as the presence or absence of any objects, their number, the order of interaction and business processes within the company, the peculiarities of geography and location of objects, equipment models, etc. We cannot objectively test such things. Therefore we suggest that such errors and deficiencies should be treated with understanding. The program is delivered according to the generally accepted "AS IS" principle, but we will be sure to examine each customer request and correct the error if it is confirmed. 

See also: [[Priority service]]

See also: [[ERP_installation_or_upgrade_service|ERP installation or upgrade service]]

See also: [[FAQ._Why_are_my_revision_tickets_not_being_implemented%3F|Why are my revision tickets not being implemented?]]