Technical support
Technical support
The basic set of services includes remote diagnostics, troubleshooting and regular SLA reports. Additional options include proactive monitoring, environment administration, ChatBot and SmartApp support, as well as a dedicated engineer and personal manager.
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Warranty support
Available to all eXpress users
Technical support parameters
(SLA ─ Service Level Agreement)
Receiving and registering requests
Response time to requests
Resolution time for requests
Dedicated engineer (priority request resolution, on-site visits)
Personal support manager (service manager)
Service Quality Assurance (SLA) report
Software Bugs and Improvements
Guaranteed Service Level
On business days from 10:00 to 19:00 (MSK)
Not regulated
eXpress Paid Premium Technical Support Options
Each of the technical support plans includes a basic package of services:
Choose the premium technical support option that suits your needs
| 8/5 | 24/7 | 24/7 Plus | |
|---|---|---|---|
| % of requests completed on time (SLA) | 90 | 90 | 90 |
| Reception and registration of requests | On working days 10:00 – 19:00 (MSK) |
24/7 | 24/7 |
| Consultations | Working days 10:00 – 19:00 (MSK) |
Working days 10:00 – 19:00 (MSK) |
Working days 10:00 – 19:00 (MSK) |
| System administration work | Working days 10:00 – 19:00 (MSK) |
24/7 | 24/7 |
| Resolving critical / high priority incidents | Working days 10:00 – 19:00 (MSK) |
24/7 | 24/7 |
| Initial response time | 1 hour | 1 hour | 15 minutes |
| 1st priority (critical) | 5 hours | 5 hours | 4 hours |
| 2nd priority (high) | 8 hours | 8 hours | 6 hours |
| 3rd priority (medium) | 16 working hours | 16 hours | 16 hours |
| 4th priority (low) | 40 working hours | 40 working hours | 40 working hours |
| System Administration Services | Optional Available | Optional Available | 120 hours per year*
(*) Minimum number of hours for this type of support.
Volume expansion is possible. Hours are determined for working hours, according to Moscow time.
If it is necessary to carry out work outside of working hours, hours are charged at a double rate.
|
| On-site visit | Optional Available | Optional Available | As needed, quarterly |
| Dedicated Engineer | Optional Available | Optional Available | Yes |
| Personal Support Manager | Optionally available | Optionally available | Yes |
| Service Level Agreement (SLA) Report | Yes | Yes | Yes |
| Connect | Connect | Connect |
Create a custom solution
By combining the schedule and the services required, you can create a customized support package.
Various ways to interact:
Chat
Web interface
E-mail
Telephone
Various ways of interaction:
Dedicated Engineer
Personal support manager
Administration and maintenance
Visit to the customer's site
Additional information
- Optional system administration services, on-site visits, a dedicated engineer, and a personal support manager are available.
- The contractor undertakes to restore the system to working order.
- The service delivery schedule varies depending on the selected package
- Response times and resolution deadlines (SLA) are set for requests.
- Response times and resolution deadlines (SLA) are set for requests.
- Incident classification by priority is introduced
- Additional services for almost uninterrupted operation:
- Problem modeling (reproduction of situations that are not system failures, but interfere with normal operation)
- Support for the development of new functionality (integrations, bots, SmartApp).
- Reporting and access to the automated request registration system are provided.
Additional Set of Services
Our team will help you select additional services for your chosen plan, which will enhance and adapt the technical support to your specific tasks:
Cost calculation
The cost of support is calculated based on the support schedule, number of users, number of CTS servers and fault tolerance solution.
Dedicated Engineer
Personal support manager
The need to organize remote access
On-site support at the server site
Advanced reporting and analytics on requests
ChatBot and/or SmartApp support
