3.1. Periodic Services provided by the Company are technical support and technical support of Users in the process of using the Program.
3.2. The volume of periodic Services provided by the Company is determined by the Contractor and the Customer in the Contract, subject to the provisions of this Section
3.3. Unless otherwise agreed by the Parties in the Agreement, periodic Services are rendered to the Customer at a basic level. The specifics of the provision of periodic Base-level Services are established in clauses 3.4 to 3.9. of these Rules.
3.4. The basic level of technical support assumes the monthly provision of the following periodic Services by the Contractor:
(a) Assistance in resolving technical problems (first line of support) related to the operation of the Program by the Users, including providing answers to questions related to the incorrect operation of the Program, resulting from errors of the Customer's employees or errors within the Program.
(b) In case of translating the request ("ticket") to the second line of support (developers) - search, analysis and correction of errors.
(c) Updating the Program in case of changes in the REST API of the Program.
(d) Consideration and registration of the Customer's proposals for the development or modification of the functions performed by the Program, which can be taken into account and implemented in the new version of the Program.
(e) The right to use the Customer Widgets GetMail, GetSMS, GetCopy, GetDouble, GetFile
3.5. Technical support is provided by the Contractor in the following ways:
(a) Telephone line of consultation of the Customer in the amount not exceeding 15 (fifteen) minutes during the working day.
(b) Text line of the Customer's consultation (e-mail).
3.6. Requests for technical support are sent by the Customer by E-mail is email@example.com
. The term of the Contractor's response to the Customer's application is determined by the nature of the arising issues, but can not exceed two working days. The Contractor undertakes to take action to resolve the problems that arise in the shortest possible time.
3.7. Technical support is provided by the Contractor through:
(a) remote access to the Program;
(b) issuing advice and technical advice on E-mail;
3.8. Services are rendered by the Contractor on working days, from 10-00 to 19-00 hours, Moscow time.
3.9. The parties may agree on a different volume or procedure for the provision of periodic Services in the relevant Treaty.
3.10. Services for the elimination of the Customer's material remarks to the Program or for the implementation of the Customer's proposals for modification of the Program not directly related to the presence of errors within the Program are not included in the basic level of technical support. Any additional periodic Services that do not relate to the basic level are rendered on the basis of additional agreements or annexes to the Treaty.
3.11. The cost of periodic services is determined by the Contractor and the Customer in the Agreement and depends on the level of technical support and the number of Users.
3.12. The Contractor shall not be liable for the delay in the provision of periodic Services, if such delay was caused by:
(a) Unavailability of Users or technical means of the Customer to provide Services;
(b) malfunction of external communications (telephone lines, e-mail, Internet).