Partner technical support policy for TRON.ASOC software users
Overview
This document explains the technical support program for the commercial TRON.ASOC product, including incident priorities, response times, and other details.
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, 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 (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
An incident priority level measures the incident's impact on an organization's business systems. You can change an incident's priority level as the situation develops and its overall impact on production systems changes. We define standard intervals within which a support engineer must respond to an open incident. However, we'll continue working on 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 can't perform its core functions and exits with an error. |
| Priority 2 | An error occurs during operations, and 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 is 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 | None | None | None |
| 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 necessary access to the TRON.ASOC software interface, experience using the software, and knowledge of the system's issues. 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 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's 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 resolve the problem. Incident resolution can result in the following actions:
- Restore the TRON.ASOC software (the incident is closed);
- 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 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, pre-release testing.
Support for third-party products
We'll help you analyze the situation to determine whether the problem is caused by installed third-party software or hardware. For a more thorough investigation, we may ask you to remove the third-party software or disable the third-party hardware. If we can't determine the cause of the problem, we may ask you to contact the third-party software manufacturer or open an incident with the third-party manufacturer's technical support service.
Technical support terms
We consider using technical support services mandatory for using products during the software license period.