Regulations for technical support and maintenance of software products developed by Red Soft Corporation

GENERAL TERMS AND CONDITIONS

  • The present Regulations define issues to be resolved in the framework of technical support and maintenance, in line with defined service levels (SLA — Service Level Agreement).
  • In the framework of its support services, the Contractor guarantees high-quality, timely, and obligatory resolution of all issues regarding operation of software products and solutions. Purchase of a service programme enables abonents to plan expenses related to installed system maintenance.
  • Issues beyond the scope of technical support and maintenance ensured for Red Soft's software products should be addressed to relevant third-party software developers, etc. Our technical support scope does not cover issues regarding maintenance of certain research and project activities, unless such issues are related to errors and faults in operation of Red Soft's products.
  • The Contractor shall nowhere, never, and under no circumstances disclose/distribute information obtained in the framework of rendering technical support and maintenance services.
  • The Contractor is entitled to change terms and conditions of the present Regulations. However, the Contractor shall keep to the terms and conditions of the Regulations effective on the date of sign-off of a Technical Support and Maintenance Agreement with the Abonent in order to avoid degradation of Abonent servicing conditions.
  • The Contractor shall publish any changes to the present Regulations.

TERMS AND DEFINITIONS
Abonent: – a technically supported and maintained customer of the Corporation.
Contractor: - OOO "Red Soft Corporation" performing activities regarding technical support and maintenance.
Core software: – DBMS (database management system).
Product: – a software complex transferred by the Contractor to the Abonent for usage.
Product failure: – a Product error due to conflict of used facilities and/or software and/or user actions.
Query (Advice): - Advice of the Abonent to the Contractor on the Product failure occurred.
Hard- and software complex: – software, computer facilities, and local area network, except for the Product.
Product developer:– OOO "Red Soft Corporation"
System software: - operating system on a computer, including 'office' suite and other software other than the Product.
Technical Support Team (TST): – pecialists of the Contractor to ensure technical support and maintenance.
Contractor's authorized person: - a technical support team specialist that the Contractor assigned for the Abonent.
Abonent's authorized person: - the Abonent's representative (appointed by the Abonent) for communication with the Contractor.

ACTIVITIES (SERVICES) PERFORMED BY THE CONTRACTOR

  • The Technical Support Team of OOO "Red Soft Corporation" renders services in the framework of technical support and maintenance to customers running products of the Corporation as well as tailored solutions.
  • The TST records errors detected in the process of product operation. It ensures consultancy regarding search for and fixing of error reasons, as well as offers workarounds to target results. If it is impossible to fix an error during diagnostics, the technician shall submit it to the development team.
  • The TST provides consultancy regarding Product functionality, advises the Abonent on release of new versions and on Product functionality extensions available in new versions .

PROCEDURE FOR PERFORMING ACTIVITIES (RENDERING SERVICES))

  • The Abonent must submit a query to ground technical support activities. A query can be a phone call to the Technical Support Team by the telephone: 8-800-200-35-37, as well as an e-mail to the

  • A query is a free format message with the following information:
  • Numbers and dates of Technical Support and Maintenance Agreement conclusion.

  • Full description of the problem.

  • Frequency of problem occurrence.

  • Problem severity.

  • ВVersion of the Abonent's software.

  • ontact details, including the telephone number, e-mail address, and authorized person of the Abonent.

  • When you contact the Technical Support Team, you can attach JPG, GIF, or PNG screenshots to your letter.
  • Queries are received from 10 a.m. to 6 p.m. Moscow time daily (except week-ends and holidays). Responses to delivered questions are sent to the Abonent in writing through e-mail service, from 10 a.m. to 6 p.m. Moscow time daily (except week-ends and holidays).
  • When the TST receives a query, the Abonent is advised on the start of its processing. The query is assigned a unique identifier (ticketID) that you should keep in all letters to the TST regarding this subject.
  • Calls to the Technical Support Team are processed in order of their delivery. Maximum response time is defined by the chosen service level. High-severity queries that require urgent measures or consultancy from support technicians can be processed out of turn. Restoring of operability of main software complex services can be categorized as such queries. Issues that cannot be resolved through available product features are submitted for resolution to Red Soft's development department to be incorporated into a next software product patch release. Timeframes for releasing patches are defined during problem diagnostics and in accordance with a general schedule for software product development.
  • Queries submitted through other communication means (including ICQ) are not considered official. Such communication means are only considered as pescriptrsonal.
  • Also, the Technical Support Team shall advise the Abonent on release of new Product versions and on Product functionality extensions available in new versions. Abonents are advised through e-mail.

SPECIFIC CONDITIONS OF FULFILLING OBLIGATIONS IN THE FRAMEWORK OF TECHNICAL SUPPORT AND MAINTENANCE

  • The Contractor shall not be held liable for Product failures due to fault operation of the Abonent's hard- and software complex, system software, or basic software.
  • The Abonent must follow the Customer's instructions as to Product administration, outlined in a relevant manual. Should the Abonent fail to follow such instructions, the Contractor shall be relieved of the responsibility for possible problems with data integrity within the Product.
  • The Contractor shall not be held liable for Product failures due to the Abonent's failure to follow the Developer's requirements on hardware, requirements on LAN architecture, and requirements on system software, outlined in the Product Supply Agreement. These requirements stay the same throughout the whole period of the Agreement validity, unless otherwise agreed on by the Parties.
  • The Technical Support Team does not provide consultancy regarding issues on elaboration methodology for requirements specification regarding Product implementation, modeling, model operation, and integration of accounting systems and information storage systems with the Product, nor issues regarding software products of third-party vendors.


SERVICE LEVELS

The Team of Technical Support And Maintenance offers our customers a few service levels: "Basic", "Standard", "Advanced", "Premium", and "Partner". The programmes differ in the listing of rendered services and solution delivery times. You should choose a service programme in accordance with your future plan of system development and availability of own skilled specialists.

Basic

This is the first level of available technical support and maintenance service programmes. This level includes processing of written queries from clients sent to the

 

The time to process a query depends on an overall workload of the Technical Support Team.
Most issues have already been studies on public informational resources and in FAQ. We recommend that you study available published materials and check if your problem is solved by someone.


Standard

The level described main aspects of the Team's activities and includes the following:

  • Technical support for customers from 10 a.m. to 6 p.m. Moscow time, except for week-ends and holidays (please see the calendar of RF holidays);
  • ОProcessing verbal queries of clients to the Technical Support Team and providing consultancy through the toll-free hot-line telephone number 8-800-200-35-37(line is available only from Russia);
  • Processing written queries from clients sent to the

     

     

  • Product updates;
  • Advising the Customer of released new Product versions;;
  • Advising the Customer of extensions to the functionality within released new Product versions;
  • Maximum query response time is 2 business hours.

The Standard level assumes only consultancy regarding customer queries and provision of patches and upgrades for the software (without their installation). No extensions, configuration changes, or system setup changes are assumed. Consultancy does not assume study and submission of solutions to problems, but submission of answers regarding possible reasons of such problems, with recommendations how to resolve them.


Advanced

This is a higher level of technical support and maintenance. Apart from the standard services provided in the framework of the Standard level, this level includes:

  • Submitting to the Customer's authorized personnel the technical information on messages, warnings, information on release of new versions, patches, and other informational publications related to the Customer's Product;
  • Responses regarding configuration of production environment and advice regarding Product administration procedures;
  • Analyzing patches and determining sets of patches that increase security, performance, or certificate compatibility;
  • On-line technical help in activities preliminary agreed on (i.e., install new Product versions, install sets of patches).

Additional services

Apart from the above service levels, the Technical Support Team offers one-time services:

  • Extracting data from databases with corrupted functionality.

    • A Technical Support Team technician would try to extract data from your database with corrupted functionality. The Customer realizes that part or all information in such corrupted database would not allow recovery. Moreover, the Technical Support Team does not guarantee preserving of integrity of references within such information upon its re-loading into the database. Thus, the TST technician would help you load extracted data, but would not help resolve problems regarding data loss of loss of reference integrity, until otherwise defined by a supplementary agreement.

  • Database recovery.

    • A TST technician would provide you with a relevant manual and help recover information in your database. The Customer realizes that part or all information in such corrupted database would not allow recovery. Moreover, the Technical Support Team does not guarantee preserving of integrity of references within such information upon its re-loading into the database. Thus, the TST technician would help you load extracted data, but would not help resolve problems regarding data loss of loss of reference integrity, until otherwise defined by a supplementary agreement.

Premium

The "Premium" level includes all services described in the levels above as well as the above additional services. Apart from TST services, the Contractor assigns its authorized person for the Customer. Such person would help the Customer's authorized personnel in technical issues and resolution of technical problems related to the Product, including:

  • General problem simulation, test case generation, searching for and determining of workarounds;

    • TST technicians would assist the Customer's authorized personnel in technical issues regarding generation of reproducible test cases that the Customer's and/or Contractor's TST requires to resolve technical problems of the Customer and would assist in determining workarounds to problems.

  • Incident analysis;
    • Performance setup advice.

      • TST technicians would collect information on your system performance. Its analysis would detect possible factors in your software that could have led to performance decrease. In accordance with the results, the TST technicians would determine what changes must be made within the system to restore the Product performance.

    • Maximum TST query response time for the Premium level is 1 business hour.
    • If a highest priority query is delivered, the TST changes its working schedule to 24х7 until the error is fixed.
    • If it proves impossible to recover the database of the Abonent, as soon as such highest priority error occurs, the Contractor's specialist would set off to the Abonent's premises to perform recovery activities for the whole database of part of its data.
    • Program code analysis and correction
    • Performance issues analysis
    • Considering Partner's recommendations
    • ncluding extensions for a certain Partner into product development plans (upon agreeing on with the company's technical authorities)

    • TST technicians would study and analyze various events in the Customer's software environment to detect reasons of Product error occurrence as well as the Customer's technical queries. Such analysis would be performed to determine reasons for such events and elaborate recommendations to avoid such event occurrence in the future.
    (If there are products of multiple vendors involved in such event occurrence, the TST technician could discuss the events with them, without being responsible for the overall co-ordination and/or participation of such other vendors)

    Partner.

    This level assumes close co-operation with software developers that create their software based on products of OOO "Red Soft Corporation". Apart from the Standard-level services, the present level includes:

    This service level is only enabled if you have a "For Developer" license

    Also, please note that we are ready to study any comments aimed to improve our activity.

© Red Soft Corporation, 2008