eXpress Support

My Organization Has Its Own Support Team. Do They Help With the Product?

Yes. Although eXpress support handles many questions, including those from corporate users, it is recommended to contact your organization's support team, as they have all the necessary access and capabilities to help you faster.

How Do I Find Out Who My eXpress Account Manager Is?

Provide your contact information to eXpress support — we will pass it to your manager, and they will contact you.

eXpress Support Levels

eXpress support is divided into customer support and technical support.

Level	Description
Level 1 Customer Support	Assistance for end users with the client app (UX/UI).
Level 2 Customer Support	Assistance for administrators and customer support specialists with the client app (UX/UI).
Technical Support	Assistance for customer administrators and partners in maintaining the server-side software.

Support Availability and Working Hours

Level	Description
Level 1 Customer Support	RTS Lite CTS Customer support is free and available to all eXpress users. Business hours: Level 1: 8:00 AM to 9:00 PM on weekdays and 10:00 AM to 6:00 PM on weekends and holidays (Moscow time). Level 1 (calls): 9:00 AM to 6:00 PM on weekdays (Moscow time). Level 2: 8:00 AM to 8:00 PM on weekdays (Moscow time).
Level 2 Customer Support
Technical Support	CTS ETS eCTS Technical support is available to organizations with a corporate license under a maintenance agreement, warranty, or special terms: Warranty support: 9:00 AM to 6:00 PM (Moscow time) on weekdays, not available on weekends; Paid support: hours depend on the contract and service terms. If your eXpress project is in the implementation phase, technical support is not available: contact your account or product manager for assistance from implementation specialists.

Channels and Limitations

Level	Description
Level 1 Customer Support	External communication channels: click one of the buttons above on the FAQ pages to write in an external chat or by email; click the widget button in the lower-right corner of this page; call the eXpress hotline. These channels are also available within the eXpress app: select Settings (avatar button) > Contact Support, Help, or ? on the app login screen; CTS ETS eCTS Are you an administrator? You can configure the FAQ and support contacts here to display your organization's information instead of eXpress support.
Level 2 Customer Support	CTS ETS eCTS Support is provided via internal eXpress chats or through the Jira customer support portal. If you are an administrator or support specialist, contact your eXpress account manager to gain access to these channels.
Technical Support	Support is provided via internal eXpress chats or other channels specified in the contract. For more details, see the technical support section.

What Are the Restrictions at Level 1 Client Support?

At Level 1, the following information is restricted — please escalate to Level 2 client support channels or above:

• user data;
• information about servers and infrastructure, including requests to restore or delete customer servers;
• technical consultations on server software, infrastructure, and solution architecture on the customer side;
• in-depth technical diagnostics and incident investigations requiring analysis of the server side or customer infrastructure;
• access to support tickets;
• information about current fixes and software enhancements;
• names of internal eXpress chats and account manager names.

What Information Is Prohibited to Request From Support?

⚠️ You must not request from eXpress support:

• information that constitutes trade secrets or confidential company information (see the expandable section below for details); such requests are escalated to the information security department, and disclosure is only possible by decision of the CEO;
• information about a user’s previous or new employer — for example, when requesting a logout due to termination or job change;
• source code, lists of libraries used, or other information related to development projects.

What Constitutes Company Trade Secrets?

• Corporate information infrastructure
• Software development
• Management and operational activities
• Financial activities
• Contracts and clients
• Company plans and strategies

  Exception: the public roadmap may be shared.

Tracking Inquiries and Tickets

Level	Description
Level 1 Customer Support	Check the status of your inquiry via external chat, email, or phone. Ticket access is not provided at Level 1.
Level 2 Customer Support	A ticket is created for each inquiry in the eXpress chat. You can check ticket information at any time in the discussion created under your eXpress inquiry, via email notifications, or by visiting the Jira portal.
Technical Support

Support Reference Materials

Level	Description
Level 1 Customer Support	See this FAQ, as well as user guides.
Level 2 Customer Support	See this FAQ, as well as user guides and administrator documentation.
Technical Support	If you are a system administrator, see this FAQ, as well as: information in the expandable "For Administrators" sections: For Administrators: Example Expandable Block Additional information for administrators. administrator documentation.

If you are an eXpress Lite (CTS Lite) user, contact PJSC VimpelCom (Beeline) support using the buttons above on this page, or by:

• Email: expresssupport@beeline.ru
• Phone: 8 800 700 0628

If you're a corporate user of eXpress or a branded app based on eXpress, contact your organization's support team.