Partner Technical Support Policy for "TRON.ASOC" Software Users
General Provisions
This document explains the technical support (TS) program applicable to the commercial product TRON.ASOC, including incident priorities, response times, and other matters.
Documentation - https://docs.tronasoc.ru/. Visit this page to:
- Review product documentation
- Find information about product versions, etc.
Communication Language and Working Hours
We provide technical support services in Russian and English. Within the Russian Federation and CIS countries, working hours are set from 9:00 to 18:00 (UTC + 03:00), daily except holidays and weekends.
| Region | Support Languages |
|---|---|
| Russia and CIS | Russian/English |
Technical Support Programs
Technical support is offered for commercial version product holders.
We offer three levels of support programs: Basic, Premium, Premium+. All commercial version product users have the right to contact the support service to open an incident.
Support Levels
-
Basic:
- Working hours (Mon-Fri, 9:00-18:00 UTC+3)
- Email support: support@tronasoc.ru
-
Premium/Premium+:
- Working hours (Mon-Fri, 9:00-18:00 UTC+3)
- Email and phone support:
- support@tronasoc.ru
- +7 (499) 110-71-14
Priority and Engineer Response Time
Priority Levels
Priority level is a measure of an incident's impact on organizational business systems. Users have the ability to change the incident priority level depending on situation development and overall impact on production systems. Standard intervals are established within which a support engineer must respond to an open incident. However, we commit to continuously work on resolving Priority 1 incidents until the following circumstances occur:
- we have found a way to reduce the incident's impact on production systems;
- the incident priority has been downgraded for any other reasons.
| Priority | Description |
|---|---|
| Priority 1 | The incident causes business system failure, affects business processes critical to the organization, leads to data loss, or reduces recovery capability. Example: Application fails to perform core functions, terminates with error. |
| Priority 2 | Errors occur during operations, functionality is limited. Example: Application response time increased, performance is low. Confirmed impact on organizational business systems. |
| Priority 3 | Problem not affecting business processes, most application functions work successfully, but there are limitations. Example: Some non-priority functions for the organization don't work, but critical functions are performed, application works stably. |
| Priority 4 | Questions regarding the product's user interface. Example: Product questions; request to change text in dialog boxes or messages. |
| Priority | Basic* | Premium* | Premium+* |
|---|---|---|---|
| Priority 1 | |||
| Response Time | 1 day | 2 hours | 1 hour |
| Temporary Solution Time (With remote access) | 3 days | 12 hours | 8 hours |
| Temporary Solution Time (All other cases) | 5 days | 16 hours | 12 hours |
| Permanent Solution Time | 12 days | 8 days | 5 days |
| Priority 2 | |||
| Response Time | 2 days | 4 hours | 2 hours |
| Temporary Solution Time | 5 days | 2 days | 1 day |
| Permanent Solution Time | 20 days | 12 days | 6 days |
| Priority 3 | |||
| Response Time | 10 days | 5 days | 3 days |
| Temporary Solution Time | 12 days | 8 days | 3 days |
| Permanent Solution Time | 30 days | 16 days | 8 days |
| Priority 4 | |||
| Response Time | 15 days | 10 days | 4 days |
| Temporary Solution Time | none | none | none |
| Permanent Solution Time | 40 days | 20 days | 10 days |
*working days indicated
Methods of Contacting Technical Support
You should have specialists responsible for working with the TRON.ASOC product, possessing necessary access to the TRON.ASOC software interface, software operation skills, and awareness of system problems. This will allow problem resolution in the shortest possible time. During your contact with Technical Support, we may require the following information:
- Name, organization name;
- Incident number if you are contacting us again.
Problem Information
Any additional information you can provide about the problem may positively impact incident resolution speed. We may require the following data:
- Problem description, impact on your systems and business processes, incident priority, error message text and diagnostic protocol;
- Details needed to reproduce the problem in our environment;
- Interim solutions (if known).
Opening an Incident
To open an incident and report a problem, we recommend using email. We advise indicating the priority level when opening incidents. You can open an incident by emailing us at support@tronasoc.ru. Please report the problem as detailed as possible. After opening an incident, you will receive a confirmation email containing a unique incident number. Support is provided via email correspondence.
Incident Status
The support engineer will contact you via email during incident resolution. By mutual agreement, the incident priority may be changed.
Incident Resolution
During incident resolution, the technical support team will inform you about the status and approximate problem resolution timelines. You will also receive notification when the problem is resolved. Incident resolution outcomes may include:
- Restoration of TRON.ASOC software functionality (incident closed);
- Problem related to a special software version released for a specific customer;
- Support services do not cover such developments (user notified, incident closed);
- User unavailable, not responding to emails, etc. (incident closed).
Product Quality Control
We believe it's better to prevent problems than to fix them. Therefore, we control product quality at every development stage. Typically, the product goes through several quality control stages: Preliminary check, Alpha testing, Beta testing, and finally, pre-release testing.
Support for Other Manufacturers' Products
We will help you analyze the situation to determine whether the problem is caused by installed software or hardware from other manufacturers. For more thorough investigation, we may ask you to remove software or disable hardware from other manufacturers. If determining the problem cause is not possible, we may ask you to contact the third-party software manufacturer or request you open an incident with other manufacturers' technical support services.
Technical Support Terms of Use
We consider the use of technical support services mandatory for product use during the software license validity period.