Partner technical support policy for TRON.ASOC software users
General provisions
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 + 03:00), every day except holidays and weekends.
| Region | Support languages |
|---|---|
| Russia and CIS | Russian/English |
Support programs
Technical support is available to commercial product license holders.
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 (Monday–Friday, 9:00 AM–6:00 PM UTC+3)
- Email support: support@tronasoc.ru
-
Premium/Premium+:
- Business hours (Monday–Friday, 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. Users can change an incident's priority level as the situation develops and its overall impact on production systems changes. We set standard intervals in which a support engineer must respond to an open incident. However, we commit to working continuously to resolve Priority 1 incidents until one of the following conditions occurs:
- We've found a way to reduce the incident's impact on production systems.
- The incident's priority has been 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 doesn't perform its core functions or terminates with an error. |
| Priority 2 | An error occurs during operations, or functionality is limited. Example: The application has increased response times and low performance. 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 operates stably. |
| 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 (when remote access is available) | 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 are specified.
Ways to contact technical support
You should have specialists responsible for working with the TRON.ASOC product who have the necessary access to the TRON.ASOC software interface, software skills, and knowledge of the issues in the system. This will help resolve the problem 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;
- Details needed to reproduce the problem in our environment;
- Workarounds, 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 describe the problem in as much detail 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. We 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 we've resolved the problem. Incident resolution can result in the following actions:
- Restore the TRON.ASOC software functionality—the incident is closed;
- Determine that the problem is related to a custom software version released for a specific customer;
- Determine that technical support services don't cover this development—the user is notified and the incident is closed;
- Determine that the user is unavailable or doesn't respond to email and so on—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 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 vendor. For a more thorough investigation, we may ask you to remove the third-party software or disconnect the third-party hardware. If we can't determine the cause of the problem, we may ask you to contact the third-party software vendor or open an incident with the vendor's technical support service.
Terms of technical support use
We consider the use of technical support services mandatory for using the products during the software license term.