Partner technical support policy for TRON.ASOC software users
General provisions
This document explains the technical support program for the commercial TRON.ASOC product, as well as incident priorities, response times, and other related topics.
Documentation - https://docs.tronasoc.ru/. Visit this page to:
- Review the product documentation
- Find information about product versions and more
Communication language and business hours
We provide technical support in Russian and English. In the Russian Federation and CIS countries, business hours are from 9:00 AM to 6:00 PM (UTC + 03:00), every day except holidays and weekends.
| Region | Support languages |
|---|---|
| Russia and CIS | Russian/English |
Support programs
Technical support is available to users of commercial product versions.
We offer three support levels: Basic, Premium, and Premium+. All commercial product users can contact support to open an incident.
Support levels
-
Basic:
- Business hours (Mon-Fri, 9:00 AM-6:00 PM UTC+3)
- Email support: support@tronasoc.ru
-
Premium/Premium+:
- Business hours (Mon-Fri, 9:00 AM-6:00 PM UTC+3)
- Email and phone support:
- support@tronasoc.ru
- +7 (499) 110-71-14
Engineer priority and response times
Priority levels
An incident priority level measures the incident's impact on an organization's business systems. Users can change an incident's priority level as the situation develops and its overall impact on production systems changes. We define standard intervals in which a support engineer must respond to an open incident. However, we commit to continuously working to resolve Priority 1 incidents until one of the following occurs:
- We find a way to reduce the incident's impact on production systems.
- The incident priority is lowered for any other reason.
| Priority | Description |
|---|---|
| Priority 1 | The incident makes business systems unavailable, affects business processes that are critical to the organization, causes data loss, or reduces the ability to recover data. Example: The application can't perform its core functions or exits with an error. |
| Priority 2 | An error occurs while performing operations, or functionality is limited. Example: The application's response time has increased, and performance is low. The impact on the organization's business systems has been confirmed. |
| Priority 3 | The problem doesn't affect business processes. Most application functions work successfully, but some limitations exist. Example: Some functions that aren't critical to the organization don't work, but critical functions work and the application remains stable. |
| Priority 4 | Questions about the product's user interface. Example: Questions about the product or a request to change text in a dialog box or message. |
| Priority | Basic* | Premium* | Premium+* |
|---|---|---|---|
| Priority 1 | |||
| Response time | 1 day | 2 hours | 1 hour |
| Time to provide a temporary solution (with remote access) | 3 days | 12 hours | 8 hours |
| Time to provide a temporary solution (in all other cases) | 5 days | 16 hours | 12 hours |
| Time to provide a permanent solution | 12 days | 8 days | 5 days |
| Priority 2 | |||
| Response time | 2 days | 4 hours | 2 hours |
| Time to provide a temporary solution | 5 days | 2 days | 1 day |
| Time to provide a permanent solution | 20 days | 12 days | 6 days |
| Priority 3 | |||
| Response time | 10 days | 5 days | 3 days |
| Time to provide a temporary solution | 12 days | 8 days | 3 days |
| Time to provide a permanent solution | 30 days | 16 days | 8 days |
| Priority 4 | |||
| Response time | 15 days | 10 days | 4 days |
| Time to provide a temporary solution | None | None | None |
| Time to provide a permanent solution | 40 days | 20 days | 10 days |
*Business days
How to contact support
You must have specialists responsible for working with the TRON.ASOC product. They must have the necessary access to the TRON.ASOC software interface, experience using the software, and knowledge of system issues. This will help resolve problems as quickly as possible. When you contact technical support, we may need the following information:
- Your name and organization name;
- The incident number if you're contacting us again.
Problem information
Any additional information you can provide about the problem may help us resolve the incident faster. We may need the following information:
- A description of the problem, its impact on your systems and business processes, the incident priority, the error message text, and diagnostic logs;
- Details needed to reproduce the problem in our environment;
- Temporary solutions, if known.
Opening an incident
To open an incident and report a problem, we recommend using email. We recommend specifying the priority level when you open an incident. You can open an incident by emailing us at support@tronasoc.ru. Please provide as much detail about the problem as possible. After you open an incident, you'll receive a confirmation email. The email will contain a unique incident number. We provide support by email.
Incident status
A support engineer will contact you by email while resolving the incident. You can change the incident priority by mutual agreement.
Incident resolution
While resolving the incident, the technical support team will inform you about the status and estimated time to resolve the problem. You'll also receive a notification when the problem is resolved. Incident resolution may result in the following actions:
- TRON.ASOC software functionality is restored and the incident is closed;
- The problem is related to a special software version released for a specific customer;
- Technical support services don't cover this type of development, so the user is notified and the incident is closed;
- The user is unavailable or doesn't respond to email and so on, so the incident is closed.
Product quality control
We believe it's better to prevent problems than to fix them. That's why we control product quality at every stage of development. Products usually go through several quality control stages: preliminary review, alpha testing, beta testing, and finally, pre-release testing.
Support for third-party products
We'll help you analyze the situation to determine whether the problem is caused by third-party software or hardware. For a more thorough investigation, we may ask you to remove third-party software or disconnect third-party hardware. If we can't determine the cause of the problem, we may ask you to contact the third-party software or hardware manufacturer or open an incident with the manufacturer's technical support service.
Technical support terms
We consider using technical support services mandatory when using products during the term of the software license.