Technical support service

Managing the technical support process

Providing the Customer with reports on technical support in the volume agreed upon by the Parties

Interacting with the technical support center

Processing information requests
Follow-up of the problem/request online
Standard response times for information requests

Electronic technical support

Provision of information online, including technical documentation, software corrections, etc.
Database of resolved problems (access to the closed technical part of manufacturers' portals)

Emergency support

Support without visiting the site
Troubleshooting with Remote Access
Troubleshooting with on-site visit (visit only if it is impossible to resolve the problem using remote access). Remote technical support via VPN, and, if necessary, visit and presence of a specialist on-site during an accident
Classification of emergency situations in accordance with the table "Classification of the criticality of emergency situations and the importance of information requests"
Standard timeframes for providing emergency support services according to their classification

Software expertise

Software verification tests
Access to the ITS techsupport center test bench for the provision of software expertise services

Free software delivery (within the purchased functionality)

To eliminate errors in previously installed versions of software

Free software installation

Support for software installation via coordinated remote access

Advance replacement of equipment

Advance replacement
Delivery/shipment of equipment to replace the failed one to the Customer's site (from warehouses in Moscow, St. Petersburg, Novosibirsk, Nizhny Novgorod, Krasnodar, Perm, Kazan, Yekaterinburg, Samara, Surgut, Vladivostok) is carried out within 4 hours

Technical support programs

Maintaining the operability of the Customer's equipment and software

Emergency and on-demand support

Technical support services in emergency situations, remote diagnostics, or consulting support