Support Services - Terms & Conditions

  1. The Customer organizes the provision of first-level support (Level 1 Service Desk) for everyday issues.
  2. 1-2 contact persons are appointed from among the first-level support specialists who contact the executor with a request for second-level support (Level 2 Service Desk) when the Customer’s first-level support cannot answer users’ questions.
  3. If service services are required, the Customer’s contact person creates a service request in the Zoho Desk request management system. The start of service provision is calculated from the time of creation of the request, except for critical service cases, when the start of service provision is calculated from the time of receiving information by phone.
  4. When submitting a request in the request management system, the client describes the problem to be solved and the goal to be achieved in detail and assigns a priority status to the task. The priority of the task is assigned based on the scale and criticality of the problem:
    • Critical: A case where it is impossible to perform urgent and necessary operations in the system, the system or part of it is not functioning, and no alternative execution is known.
    • High: A case where the system is functioning, but an error prevents the execution of necessary functions, although an alternative execution of the function is known, with a priority higher than a medium case.
    • Medium: A case where the system is functioning, but an error prevents the execution of necessary functions, although an alternative execution of the function is known.
    • Low: An identified error that causes difficulties in using the system but does not affect the functioning of the system’s functions and has no other impact on the system.
  5. A request registered in the request management system for support services is considered confirmed and is executed immediately, according to the rates and conditions specified in the contract.
  6. Questions regarding the execution of the request and answers to them, as well as information provided by the support team to the client regarding the status of the request, are recorded in the request management system.
  7. The request is closed by mutual agreement by the client and the support team. The result is recorded in the request management system.
  8. For the support services provided, at the end of the month, the support team submits a work acceptance-transfer act. The acceptance-transfer act is confirmed under the conditions and terms specified in the contract.
  9. The client settles for the completed work according to the procedure specified in the contract.
  10. Errors noticed during the operation of the system are corrected according to the warranty conditions specified in the contract.
For Ongoing Support Requests:
  1. The client appoints a contact person(s) responsible for communication regarding system support issues.
  2. If there is a need for additional services, the appointed contact person creates a request for additional services in the Zoho Desk request management system.
  3. When submitting a request in the request management system, the client describes the problem to be solved and/or the goal to be achieved in detail.
  4. After performing an initial analysis of the need, our support term provides the client with an assessment of the scope of work required to implement the additional order (in the case of significant changes, the assessment may be provided only for a detailed analysis of the need; in such a case, the additional order is submitted only for the performance of the need analysis) or offers to purchase an already created solution and provides a sales proposal.
  5. After reviewing, the client confirms or cancels the request for additional services.
  6. Upon the client’s confirmation of the additional order for work, the support team:
    • Prepares a technical task for the realization of the submitted needs and submits it to the client for approval.
    • After the client approves the technical task, performs system adaptations.
    • Uploads the solution to the client’s testing environment.
    • Provides the client with instructions for using the solution.
    • If there is an agreed need, conducts training.
  7. Upon the client’s confirmation of the submitted sales proposal for the acquisition of the existing solution, the support team:
    • Uploads the solution to the client’s testing environment.
    • Provides the client with instructions for using the solution.
    • If there is an agreed need, conducts training.
  8. Questions regarding the execution of the request and answers to them are recorded in the request management system.
  9. The client tests the completed adaptation according to the technical task or the acquired solution in the testing environment. Notes on errors or confirmation of the functionality’s suitability for use are recorded in the request management system.
  10. The request is closed by mutual agreement by the client and the support team. The result is recorded in the request management system.
  11. For the completed additional orders, the support team submits an acceptance-transfer act. The acceptance-transfer act is confirmed under the conditions and terms specified in the contract.
  12. The client settles for the completed work according to the procedure specified in the contract.
  13. Errors noticed during the operation of the system are corrected according to the warranty conditions specified in the contract.

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