The work of the technical support service at RELEX is based on ISO standards, providing a structural process approach in resolving incidents/problems/queries, and warranting high quality of support according to the Service Level Agreement.
This document sets the rules of providing commercial technical support services and regulates the conditions for offering those services.
|Terms and Definitions||
Technical support helping our clients, partners and developers to work with RELEX products successfully. Technical support may include diagnosing and eliminating the factors leading to improper functioning or full/partial inoperability of the software. The work may be performed offsite or onsite..
Technical consultations and technical support are provided free of charge during 6 month after acquiring the license and thereafter if a technical support agreement is signed.
Technical support services of the selected level are provided to all who sign a technical support agreement during the agreement term, provided that the agreement conditions are observed.
If possible, free technical consultations are provided to those who wish to acquire a license, and to those who are testing demo versions of RELEX products.
Technical consultations and technical support are provided assuming that the representative of the customer who is using the software has studied the documentation delivered with the software package and/or published at www.linter.ru, and has the skills necessary for using the software.
Otherwise RELEX reserves the right to refuse consulting and technical support services.
|Order of rendering the services||
Technical support (apart from the free services provided within 6 month since purchasing the software) is rendered to registered users of RELEX software who have signed the technical support agreement.
The services are furnished by RELEX Technical Support Service in accordance with the service level selected by the user.
Regardless of the selected support level, each user applying to RELEX Technical Support service will get a confirmation that his message has been received.
Determining the Urgency Level
Having received a message from a user, RELEX technical support specialists will determine to which extent the problem influences the operability of the user’s software and define the urgency level:
Level 1. Situation in which any of the supported software products can perform none of its documented functions (Critical).
Level 2. Situation in which any of the supported software products operates, but one or several of its documented functions do not run, and the required result cannot be obtained any other way (Serious).
Level 3. Situation in which any of the supported software products runs, but one or several of its documented functions are fully or partially inoperable, although the same result can be achieved in a different way (or a situation in which a function performs with limitations not reflected in the product documentation or information materials) (Problem).
Level 4. Situation in which any of the supported software products performs its documented functions, but the user submits reasonable suggestions how to improve the product quality (Suggestion).
In case there are several problems, those with the highest urgency level will be dealt with first.
|Solving the problem and transferring the solution to the client||
After registering a user’s inquiry, RELEX Technical Support Service starts solving the reported problem.
First, the problem is classified, i.e. given one of the four urgency levels specified in the Service Level Agreement.
The problem urgency level specified in the message may be changed by RELEX Support Service specialists on the basis of the problem analysis. The customer will be notified of changing the urgency level.
After classifying the problem, the technical support specialists conduct its thorough analysis, create a test facility to reproduce and process the situation if necessary, find out the reasons for the problem, and suggest possible solutions. The following situations are possible:
The customer independently uses and tests the technical solution offered by the RELEX team. In case of any difficulty with installing the update, the customer may apply to RELEX Technical Support Service. At the end of the testing, the customer informs the technical support service about the testing results and the suitability of the suggested solution. The information notice can be made by e-mail as part of the correspondence regarding the problem.
|Delivery of updates||
RELEX notifies the customer of any new versions and updates of software products by e-mail specified in the user profile.
Delivery of updates of RELEX software products purchased by the customer, including new versions, service packages and corrections, may be carried out as follows:
The customer uses new versions of the software according to the License Agreement.
Regular updates of software may include support documentation containing the following information:
The customer independently installs and tests the updates provided by RELEX using the attached instructions. If the customer encounters any difficulties when installing the software, he may contact RELEX Technical Support Service.
Warranties given by RELEX regarding technical support services are reflected in the Service Level Agreement.
Technical Support Continuity Principle
Technical support provided by RELEX is based on the continuity principle. Technical support of a product is resumed as soon as the previous support period has expired.
Technical Support Agreement Extension
A Technical Support Agreement is extended prior to its expiration date. The cost of extension for a year is calculated according to the selected support level. The term of Agreement is 1 year as of the signing date. The cost of technical support for a year is 12% of the cost of the purchased licenses. The price of a license is specified in the RELEX price list currently in effect.
Technical support, if not extended on a continuous basis, may be renewed upon the customer’s request. To renew the technical support, the customer must pay for all the missed months on the Basic level, and for the coming year at the selected level. The Agreement will be effective for 1 year since the signing date.
Transition to a different level of technical support
When extending or renewing technical support, the client may change the support level. Transition to a different level involves no additional payments on behalf of the customer besides the annual support cost (at the selected level).
RELEX reserves the right to modify these Technical Support Rules by at least a month notice on the corporate Web site.