Regulations Of Technical Support

Technical support services provides advice only for the software “SuperOkna 8”, “SuperOkna 7” and “SuperOkna 2006” (hereinafter – the product). Consultations carried out for representatives of the company (hereinafter – Customer), which has acquired a license to use the Product. Standard or advanced technical support services are provided within a single production. With the technical support of dealer services are provided for a single dealer department. When contacting Client necessarily indicate program number (numbers dongle), names of company and surnames of representative. In some cases, you may need to tell Customer’s ITN (Individual Taxpayer Number). The discrepancy between the company’s name, dongle number, ITN number or the end of the paid period is a basis for refusal to provide support services.

The list of services provided by the standard technical support:

  • consulting services on installation of the Product;
  • consulting services on the operation and setting up of the Product;
  • consulting services on configuration of Product’s directories;
  • consulting services on errors search in settings of directories of Product;
  • consulting services on the selection of hardware and its technical characteristics necessary for the operation of the Product;
  • consulting services on data conversion necessary for the operation of the Product (import / export);
  • assistance in preparation of technical specifications on the Product’s change for specific purposes (adaptation);
  • recommendations on the composition of the technical platforms that are compatible with the Product;
  • remote connection to client’s computer, analyzing and configuration of database in the standard technical support are not provided.

The list of services provided by the advanced technical support:

  • all the services rendered in the framework of the standard technical support;
  • remote configuration of Product’s directories;
  • search and elimination of errors in configuration of Product’s directories;
  • configuration of Product’s report generator template;
  • search and elimination of errors in Product’s report generator templates;
  • some works can be performed by a remote connection to the customer’s computer, or by sending a database, or configuring through the Internet, depending on specific situation and capabilities.

The list of services provided by the technical support to dealer:

  • consulting services on installation of the Product;
  • consulting services on the operation and setting up of the Product;
  • consulting services on the selection of hardware and its technical characteristics necessary for the operation of the Product;
  • recommendations on the composition of the technical platforms that are compatible with the Product;
  • remote connection to client’s computer, analyzing and configuration of database in the dealer’s technical support are not provided.

The Standard and Advanced technical support services are provided only for the main department (department №1) in a single production.

The technical support services provided to dealers are only for one department of receiving orders.

Consultations are provided by telephone, e-mail and other communications, listed on the website http://kctsoft.ru.

Issues that can not be solved within the framework of technical support:

  • changes in Product’s code;
  • negotiations with third parties and companies are conducted by employees of the Client;
  • maintenance and repair of databases;
  • service, configuration and consultation on configuration of hardware and platforms of the customer, including information networks, data storage, and database management systems, operating systems and their components, drivers and utilities, production machinery;
  • creation, changing and configuration of uploading to machinery;
  • departure to client is not included in technical support services;
  • elimination of errors in the Product is not included in technical support services.

To answer the question, in some cases, the employee of technical support will have to take time to assess the situation, but the total waiting time can not exceed 3 work days.

Services of additional configuration within the framework of the advanced technical support in an amount not exceeding of one remote implementation, carried out within a period not exceeding of one month from the date of complete submission of all necessary information. Services for the Client are provided consistently. Upon receipt of a new application, it starts to be carried out after the completion of earlier applications.

In order to improve the quality of service all conversations may be recorded. Profanity, threats, or rejection to report the necessary details of the problem may be grounds for termination of ongoing dialogue or suspension of services.

Errors in the product are determined exclusively by “KCT soft’s” developers inspection. Consultations and opinions of third parties, especially about the procedures of Client’s production work or third party organizations as an argument in the discussion or the cause of changes in the Product’s code can not be considered.

All the configurations and works produced in the framework of the technical support are carried out on the data provided by the Client. For their correctness, as well as for checking the outcome result responsibility rests with the Customer.

Employee of tech Support may ask the Client to provide the current Client’s settings of program, pledging to maintain the confidentiality of the received information. Technical Support Services, in consultation with the Customer shall be entitled to provide thereceived from the Client information to third parties, if their involvement in the process of finding a solution was found justified.

Technical support is available from Monday to Friday, excluding weekends and public holidays, from 10:00 till 18:00 Moscow time.

The absence or small number of the Client’s complaints is not a reason for money return, received for these services and is not a basis for modifying or postponing the provision of services.

Purchased by Client package of technical support services may not be canceled, postponed, transfered to another person or organization, applied to other software or program with another number.