Partner technical support policy for TRON.ASOC software users
General information
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 Russia and the CIS countries, our business hours are 9:00 AM to 6:00 PM (UTC+3), every day 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
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. Standard intervals define when a technical support engineer must respond to an open incident. However, we'll continue working to resolve Priority 1 incidents until one of the following occurs:
- We've found a way to reduce the incident's impact on production systems.
- The incident priority was lowered for any other reason.
| Priority | Description |
|---|---|
| Priority 1 | The incident causes business systems to become 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 primary functions or exits with an error. |
| Priority 2 | An error occurs while performing operations, or functionality is limited. Example: The application's response time increases or 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 |
*Times are measured in business days.
Ways to contact technical support
You must have specialists responsible for working with TRON.ASOC who have the necessary access to the TRON.ASOC interface, experience using the software, and knowledge of the system's 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 about an existing incident.
Problem information
Any additional information you provide about the problem can help us resolve the incident more quickly. 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, and diagnostic logs;
- The details we need 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 containing a unique incident number. We provide support through email correspondence.
Incident status
A technical support engineer will contact you by email while resolving the incident. We may change the incident priority by mutual agreement.
Resolving incidents
While resolving an incident, the technical support team will keep you informed about the status and estimated resolution time. You'll also receive a notification when we resolve the problem. Incident resolution can result in the following actions:
- Restore TRON.ASOC functionality and close the incident;
- Determine that the problem is related to a special software version released for a specific customer;
- Determine that technical support services don't cover this type of development; the user is notified and the incident is closed;
- Determine that the user is unavailable or doesn't respond to email messages, and close the incident.
Product quality control
We believe it's better to prevent problems than to fix them. That's why we monitor product quality at every stage of development. Products typically go through several quality control stages: preliminary testing, alpha testing, beta testing, and, finally, testing before the release.
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 the manufacturer's technical support service.
Technical support terms of use
We consider the use of technical support services mandatory for using the products during the software license term.