044 337 26 27

Technical support

Technical Support provides expert help and support for Contactise products to all Contactise customers.


Four support packages are available:

A
B
C
D
Service hours
24/7
9:00-19:00
7 days a week
9:00-18:00
5 days a week
9:00-18:00
5 days a week
Services provided
Knowledgebase
Accepting e-mail requests
Accepting telephone requests
Accepting messenger requests
Remote screen access diagnostics
Limit response time to the request, hours
Crash**
0,5
0,5
1
6
Massive failure***
1
1
4
16
Minor malfunction****
2
2
8
36
Deadline for troubleshooting, hours
Crash**
4
4
12
30
Massive failure***
8
8
18
36
Minor malfunction****
12
12
24
60
Extra services
Personal manager
Assistance in communicating with third-party organizations (telecom operators, hosting providers, integrators) with which the client cooperates, to expedite the resolution of the problem that interferes with the work of the contact center
Free Contactise system updates
Automatic monitoring of system, equipment and internet performance 24/7
Individual update schedule for new versions
Priority management of appeals
Number of authorized persons with the right to contact support
10
5
2
1
Cost of technical support
Support contract UAH per month/year
14 000 / 168 000
9 000 / 108 000
4 300 / 51 600
0

**Crash - The system is completely inoperable.

***Massive failure - Basic software functions cannot be performed, but there are alternatives to complete these functions.

****Minor malfunction - Software auxiliary functions cannot be performed, but there are alternative options to perform them. Software error that does not affect the performance of its functions.

    Service details
  1. Technical support solves the issues defined in these regulations, according to the established levels of Service Level Agreement (SLA).
  2. Requests for support are accepted from authorized persons, specified in the contract.
  3. One application can solve only one problem.
  4. Before contacting technical support, you should review the available information on this issue in the documentation, manuals and FAQs.
  5. Questions that go beyond the scope of technical support should be addressed to the relevant specialists of telecom companies, hosting providers, third-party software developers, etc.
  6. Minimal contract for technical support - 1 quarter.