Partner technical support policy for users of TRON.ASOC software
General information
This document explains the technical support program for the commercial TRON.ASOC product, including incident priorities, response times, and other topics.
Documentation - https://docs.tronasoc.ru/. Visit this page to:
- Review the product documentation
- Find information about product versions and more
Communication languages and business hours
We provide technical support in Russian and English. In Russia and the CIS countries, business hours are 9:00 AM to 6:00 PM (UTC+3), daily except holidays and weekends.
| Region | Support languages |
|---|---|
| Russia and the 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
The priority level measures an incident's impact on an organization's business systems. You can change an incident's priority as the situation develops and its overall impact on production systems changes. We set standard intervals for a support engineer to respond to an open incident. However, we commit to working continuously 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's 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 restore data. Example: The application doesn't perform its core functions or exits with an error. |
| Priority 2 | An error occurs during operations, or functionality is limited. Example: The application's response time has increased and its 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 a priority for 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 workaround (with remote access) | 3 days | 12 hours | 8 hours |
| Time to provide a workaround (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 workaround | 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 workaround | 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 workaround | N/A | N/A | N/A |
| Time to provide a permanent solution | 40 days | 20 days | 10 days |
*Business days
Ways to contact technical support
You must have specialists responsible for working with the TRON.ASOC product. They must have the required access to the TRON.ASOC software interface, experience using the software, and knowledge of the system's issues. This helps 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 provide about the problem can 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
- Workarounds, if known
Opening an incident
We recommend using email to open an incident and report a problem. 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 with a unique incident number. We provide support through email correspondence.
Incident status
A support engineer will contact you by email while resolving the incident. You can change the incident priority by mutual agreement.
Resolving incidents
While resolving an 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 can result in the following actions:
- TRON.ASOC software is restored to working order, 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; the user is notified and the incident is closed
- The user is unavailable or doesn't respond to email messages, and the incident is closed
Product quality control
We believe preventing problems is better than fixing them. That's why we control product quality at every stage of development. The product usually goes through several quality control stages: preliminary testing, 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 software or hardware from another manufacturer. 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 that manufacturer's technical support service.
Technical support terms of use
We consider using technical support services mandatory for using the products during the software license term.