eXpress Customer & Technical Support

Does My Organization's Support Team Help With the Product?

Yes. Contact your organization's support team: they have all the necessary access and capabilities to help you faster. eXpress support also helps corporate users with many issues.

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.

Where Can I Find Licensing Terms and Prices?

Licensing terms are in the “Licensing Terms” document (PDF). Prices and the calculator are on the “Rates” page.

Your eXpress manager can help with license renewals and invoices.

eXpress Support Levels

eXpress support is divided into customer support and technical support.

Level	Who it helps
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	Who it is available to and when it works
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 Moscow time on weekdays. 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 at the implementation stage, technical support is unavailable. Contact your account or product manager to get help from the implementation specialists.

Channels and Limitations

Level	How to contact
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 Level 2 provides support in 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	Technical support is provided in internal eXpress chats or through other channels from the contract. For more details, see the technical support section.

What Are the Restrictions at Level 1 Client Support?

At Level 1, the information in the list below is restricted. To get it, go to Level 2 customer support channels or higher:

• 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 constituting the company's trade secrets and confidential information (read more in the expandable block below). Such requests are escalated to the Information Security department. This information can be disclosed only by a decision of the CEO;
• information about a user’s previous or new employer — for example, in a logout request 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	How to find out the status of a request
Level 1 Customer Support	Check the status of your inquiry via external chat, email, or phone. Level 1 has no access to tickets.
Level 2 Customer Support	A ticket is created for each inquiry in the eXpress chat. View the ticket information at any time in the thread under the request in eXpress or in email notifications. You can also go to the Jira portal.
Technical Support

Support Reference Materials

Level	Where to find answers
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.