For warranty service matters you can contact us:
Our experienced technical support specialists are ready to help you around the clock 24/73 levels of technical support:
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SLA-1The first level of technical support is provided by a consultant operator by phone +7(499)286-40-71 and by e-mail support.pvdnp@fintech.ru around the clock (24/7/365), including weekends and public holidays. This level of support concerns software configuration and basic administration issues within the framework of clarifying the technical documentation, as well as consultations in fault diagnosis and in developing solutions for their elimination. All information is recorded in the tracking system or problem logging system. The initial response to a request is provided within 24 hours, the number of requests is not limited.
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SLA-2The second level of technical support is provided by specialists by phone +7(499)286-40-71 and by e-mail support.pvdnp@fintech.ru during working hours from 9:00 to 18:00 (Moscow time). This level of support concerns software operability restoration issues: - within 48 hours - initial response to the request (according to SLA-1 data), diagnostics, test verification of software operability; - within 72 hours - problem resolution (not related to a system failure or outage), clarification (change) of configuration data. The number of requests is not limited.
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SLA-3The third level of technical support is provided by development specialists by phone +7(499)286-40-71 and by e-mail support.pvdnp@fintech.ru during working hours from 9:00 to 18:00 (Moscow time). This level of support concerns the identification of software code problems on the FINTECH JSC test bench, placement of corrected software versions in the Customer's repository, visits of specialists to customer facilities located in Moscow and the Moscow region (if necessary): - within 48 hours - initial response to the request (according to SLA-1 or SLA-2 data), identification of the problem associated with a software failure or outage; - within 72 hours - problem resolution associated with changes to the software code or identification of situations that may lead to software failures (outages); - according to a separate work schedule agreed with the Customer - provision of software distribution changes to the Customer's repository for further updates. The number of requests is not limited.
