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Technical Support terms of service

Present terms are applied for the Products of Security Code (later referred to as Vendor) and regulations for procedures, timelines and other aspects related to Technical Support services (later referred to as Technical Support).

General regulations

TS services are provided to licenced software Users with a valid TS services activation key only.
TS services procedure is based on a User TS package options.

Terms and definitions

User – an end User of Products or a partner implementing/using the Product on behalf of the end User.

Request – a self-registered web portal, email or phone call request (according to the TS package option) from the User (or User’s representative) with an issue details.

Product – a software (or software and hardware) Product manufactured by the Vendor and legally purchased by the User.

Incident – any event negatively affects or may negatively affect normal functioning of the Product.

Critical incident – an incident leading to the complete inoperability or significant worsening of Product which may cause key business processes shutdown.

Significant Incident – an incident that significantly affects functioning of the Product or limits Product usability leading to difficulties in functioning User’s business processes.

Non-critical incident – all other incidents that do not have significant negative effect on functioning and operability of the Product.

Response time – the time period between a Client’s request and a Vendor’s support service response by email or phone to inform about a request registration, starting of issue resolving, additional information request or direct recommendations or solution if the problem is common one. The response time directly depends on a severity of the incident and a TS package level.

Product failure – abnormal Product behaviour in the infrastructure environment.

Supported configuration – a set of correctly interacted and properly tested hardware platforms, operating systems, applications and other products (provided in the Product documentation).

Alternative configuration – a configuration that not described in the Product documentation, i.e. where software has not been tested, checked or approved for use.

Update – a new released software version that modifies or replaces the previous software version.

Actual version – a current release of the Product software with the latest improvements and additional functionalities. May also include architectural changes support new platforms and operating systems.

Vendor responsibilities

The Vendor responsibilities depend on a TS package level.

The Vendor is required:

  • Ensure TS with sufficient standards and within the specified time frame.
  • Record every User’s request in own incident management system, assign an incident registration ID for further tracking.
  • Provide the problem resolving progress status upon Users requests.
  • Provide sufficient information for problem resolving if a software fault has been discovered:
    • Information about software versions for problem resolving;
    • Information about software updates for problem resolving;
    • Information about planned software versions or update to resolve the problem.
  • Provide Users with:
    • Working solution or recommendations for common problems;
    • Consultations on the Products;
    • Access to online resources for common problems troubleshooting

User responsibilities

The User is required:

  • Install and use the Product in accordance with the Product documentation only;
  • Enable events logging;
  • Ensure uninterrupted power supplying for hardware where the Product is installed and used;
  • Request for a TS assistance according to the standard TS form:
    • Self-registration via the web portal.
    • E-mail request from the User’s corporate registered e-mail domain;
  • Provide following information while requesting:
    • The TS services activation key;
    • The Product activation key;
    • Detail problem description;
  • To fulfil all the vendor support services recommendations and provide requested information.
  • If a hardware fault is discovered apply to a local hardware maintenance service center.

Partner responsibilities

The Partner responsibilities depend on the TS package level.

The Partner is required:

  • Provide 1-st and 2-nd line TS with sufficient standards and within the specified time frame:
    • 1-st line – registration, primary processing of requests;
    • 2-nd line – analysis and diagnosis of problems and providing of solutions and recommendations.
  • Escalate to the vendor support service (3rd line) if only complicated trouble requests such as:
    • Undocumented features;
    • Product faults.
  • Resolve all the other requests on their own.
  • Record every User’s ticket in own incident management system, assign an incident registration ID for further tracking.
  • Provide problem resolving progress status upon Users’ requests.
  • Provide Users with:
    • Working solution or recommendations for common problems;
    • Consultations on the Products;
  • Provide sufficient information for problem resolving if a software fault has been discovered:
    • Information about software versions for problem resolving;
    • Information about software updates for problem resolving;
    • Information about planned software versions or update to resolve the problem.

Limitations and special conditions

A TS service set depends on the product version lifecycle phase. The full support including all TS services, corrections and update releases is available for current versions only. Support for previous versions may be limited. Users of versions with discontinued or limited support can be provided with common solutions or existing corrections and updates only. Upgrading to the newest versions is provided as well. TS is provided for Products in supported Product configurations only. The Supported configurations are described in the Product documentation and depends on operations systems versions, database versions, devices types, device drivers and compatible applications. All other Product configurations that not mentioned in the Product documentation are not covered by TS services.

TS requests can be accepted from the official Users representatives only. For request User is required:

  • Proceed self-registration on the web portal with the provided User account information;
  • Request assistance from the User’s corporate registered e-mail domain only;

No more than three requests time from the same User for one Product can be processed at the same.

The response time depends on the TS services package and a severity level at the time of the request or during problems resolving. The initially assigned severity level may be changed.

The time for incident resolving may be changed as waiting an additional information from the User.

If a User request contains several issues, every issue is registered as a separate incident.

If the TS service identifies the third party issue the User should apply to the third party TS service.

If there is no User reaction on proposed solution after 3 (three) working days the request is concerned as closed. When the User provides additional information on the closed request, a new request is registered and linked to the closed request.

TS service are not provided if:

  • The TS period has expired (service activation key has expired);
  • The Product is used together with unlicensed software;
  • The Licensing agreements have been violated.

TS packages

Services Advanced Standard
Service priority High Average
Service availability 24х7 Telephone
Web-portal
Web-portal
Critical incident settlement 24х7
Consultations on additional program functions
Self-registration and request via the web portal
Incident resolving 8х5 (business days from 10 am to 6 pm MSK)
Consultations on Product installation and use
information on available updates upon request
Access to Product updates packets *
Access to KDB (common faults and generic solutions database)
Access to the Product message board
Feedbacks on Product improvements

* Requirements according to the package:
- Uninterrupted support only;
- Installation disk needs to be purchased separately;
- Support period is not prolonged after updates and limited by the activation key period only.

Guaranteed response time

Incident severity level Level of support
Advanced Standard*
Critical Registration time - online
Start of work ≤ 30 min.
Registration time – online
Time of work ≤ 30 min.
Significant Registration time – online
Start of work ≤ 45 min.
Registration time – online
Start of work ≤ 45 min.
Non-critical Registration time – online
Start of work ≤ 1 hour
Registration time – online
Start of work ≤ 1 hour

* Working days (10:00–18:00 MSK).

TS levels description

1st line Registration, primary handling of User requests
2nd line Analysis and diagnostics, provision of solutions and recommendations
3rd line Complicated problem resolving (undocumented features), and Product faults)

TS via the Partner model

Requests form

The User registers via e-mail: support.securitycode@alhosanime.com
The request should contain the next information:

All the fields are mandatory for completion!

TS services activation key
Product activation key
Organisation name
Contact details of the User company representative *
Contact person
Job title
Е-mail
Telephone
Product name
Product version number (including build)
Full and clear description of the problem:
How does the problem appear?
Description and error message.
What actions lead to the problem occurring?
What changes in the infrastructure or software configuration have been completed recently?

* Information required for direct communication.