Technical support regulations

en | ru

• Error reports and technical support questions are submitted by customers via the portal https://my.userside.eu/ticket (here in after 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 many specialists at the same time. 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