Support

Ways of providing technical support

"Hotline" telephone . The Contractor provides consultations to the Customer in case of emergency situations related to the operation of the Software in the "hotline" mode. The "hotline" is open during the Contractor's working hours from 9:30 a.m. to 6:30 p.m. Kyiv time, tel. +380(44) 490-3498

E-mail. The Contractor accepts applications from the Customer and provides consultations to the Customer on any issues related to the operation of the Software by e-mail (e-mail address support@sybase.com.ua). The speed of the Contractor's response to the Customer's e-mail is determined by the established priority of the application

Definition of a technical problem

A technical problem (hereinafter - the Problem) with which the Customer has the right to contact the Contractor as part of the technical support of the Software, and the assistance in solving which the Contractor is obliged to provide to the Customer, is understood as:

Full or partial failure of the Software to fulfill the functions declared in the documentation, including failure of the Software (due to errors in the Software or other reasons)

Inconsistency of the functionality of the Software with the capabilities described in the documentation

Errors in the documentation leading to incorrect use of the Software

Issues related to the operation of the Software and the organization of its support

Problems not covered by Software support include errors or malfunctions of Software and hardware supplied by other companies or outside the scope of this contract.

If the Customer has a technical problem, he has the right to address it to the Contractor by sending a Problem Application to the Contractor. The Contractor is obliged to register the received application and provide the Customer with all the necessary assistance to eliminate the problem that has arisen.

The procedure for registering an application about a technical problem

When a problem is detected, the Customer is obliged to send the Contractor by e-mail support@sybase.com.ua an application that contains the following information about the problem:

Priority of the problem

The name and version of the Software that caused the problem

The name and version of the operating system on which the specified Software is running

A detailed description of the problem (with error codes, error message texts, a description of the circumstances under which the problem occurs, Software configuration files and error log files)

Instructions ensuring its reproduction/demonstration at the Contractor's stands (provided if possible)

When such an application is received from the Customer with a description of the problem and the provision of all necessary materials to reproduce the problem on the Contractor's equipment, the Contractor registers the application within the time determined by the priority of the application and provides the Customer with a report on the progress of work on eliminating the error. The Contractor's reaction time to the application and the frequency of providing the Customer with a report depends on the priority of the problem set by the Customer.

Application priority	Response time	Reporting frequency
Priority 1	1 hour	1 time a day
Priority 2	4 hours	1 time in 2 days
Priority 3	8 hours	1 time a week
Priority 4	16 hours	1 time a month

The right to contact the Contractor with requests for technical support from the Customer has 2 authorized technical contacts, which the Customer must register in the Technical Support Service of the Contractor at the beginning of the technical support period.

Application priorities

The application about the detected problem has priority of implementation. The priority is set by the Customer based on the urgency and importance of the problem for the Customer, on the degree of impact of the problem on the Customer's technological and business processes.

The priority of the application determines the speed of the Contractor's initial response to the application, the amount of Technical Support Service resources allocated to processing the application, the speed of processing the application compared to other applications currently handled by the Contractor's Technical Support Service, the frequency of informing the Customer by the Contractor about the progress of work on the application.

Critical error

Priority: 1 (highest)

Application response time: 1 hour

An error or inconsistency (action or inaction of the Software) that leads to the stoppage of the Customer's technological processes or significantly changes the Customer's technological processes and/or

leads to an incorrect reaction of the automated system when using correct input data, and there is no other way in the system to perform this operation, and such an error (inconsistency) prevents the completion of the operation and does not allow the Customer to continue with the implementation of any function implemented in the Software;

does not allow the Customer to choose an alternative way of performing the required function at the expense of the funds realized in the Software;

creates a risk of the Customer not fulfilling their obligations, including one that leads to financial losses for the Customer;

distorts the data in the database, after which further work with the Software is impossible without a reboot. This also applies to incorrect results of calculation procedures;

leads to an unexpected reaction of the security system;

leads to irreparable generation of incorrect data or irreparable corruption and/or loss of existing data or other similar errors and failures, which must be eliminated as soon as possible.

Significant error

Priority: 2 (medium)

Application response time: 4 hours

An error or inconsistency that may lead to disruption of the Customer's technological processes, but suggests a temporary or permanent alternative solution. A significant error differs from a critical one in that the temporary solution does not significantly change the Customer's technological processes and does not lead to financial losses. These can be such errors as, for example

errors leading to the impossibility of performing one or more functions of the Software;

errors leading to incorrect generation of output printed forms and/or statistical reports;

errors leading to the reversible generation of incorrect data or to the reversible modification and deletion of existing data;

errors leading to incorrect display of data on the screen;

other similar errors and failures.

Minor error

Priority: 3 (low)

Application response time: 8 hours

An error or inconsistency that may lead to an insignificant violation of the execution of the Customer's technological processes and assumes an equivalent "workaround" solution. The category "Minor error" refers to errors related to the publication of information on the screen and/or paper medium and does not affect the results of the operation. Such errors may include: spelling errors in inscriptions, incorrect location or incorrect length of the field displayed on the screen, etc.

Information request

Priority: 4 (minor)

Application response time: 16 hours

The Software works in normal mode, but the Customer has a consulting question on the use of the Software or a request for expanding the functionality of the Software.

Application processing

After registering the application, the Contractor will organize work to eliminate the stated problem. At the same time, the Contractor conducts an analysis of the cause of the problem declared by the Customer and provides the Customer with ways to solve it depending on the identified reason:

The cause of the problem is not due to an error in the Software, but due to improper operation or misunderstanding of the functionality of the Software. In this case:

The Contractor provides the Customer with a link to the Software documentation, which confirms the fact that the Software is functioning as announced in the documentation.

The Contractor provides the Customer with instructions that allow the use of the Software in such a way as to avoid the occurrence of a problem.

The cause of the problem is an error in the Software. In this case, as a solution to the stated problem, the Contractor has the right, in agreement with the Customer, to offer:

The Contractor provides the Customer with a personal update of the Software (One-Off), issued by the Customer at the direct order of the Contractor, containing the correction of only one declared error and which has not passed a full testing cycle;

The Contractor provides the Customer with a regular update of the Software (EBF/ESD, Electronic Software Distribution) issued by the Contractor on a scheduled basis, containing a group of error corrections, including the correction of the error declared by the Customer, which has passed a full cycle of testing and includes a complete set of accompanying documentation;

The Contractor offers the Customer an alternative way of performing the required function at the expense of the funds realized in the Software.

The Customer independently applies and tests the technical solution to the problem proposed by the Contractor. After the end of the testing, the Customer notifies the Contractor about the results of the testing and the acceptability of this decision.

The process of the Contractor's work on the stated problem

The speed at which the Contractor provides a solution to the problem stated by the Customer may vary depending on the complexity of the problem. In the process of finding a solution, the Contractor conducts an analysis of the problem at the stands of his office, consults with specialists of the technical support service of the European branch, if necessary, organizes the escalation of the problem resolution to the level of development engineers and, if the cause of the problem is a Software error, initiates the production of a Software correction. In the course of this work, the Contractor informs the Customer about the current status of solving the problem.

Completed applications

The Contractor has the right to consider the problem initiated by the Customer resolved only after receiving confirmation from the Customer by e-mail that the solution proposed by the Contractor (provided Software update, proposed alternative way of working with the Software, etc.) is acceptable from the Customer's point of view. Until the Customer has confirmed to the Contractor the possibility of closing the application, the Contractor is obliged to continue working on the elimination of the problem.

Software updates

The Contractor provides the Customer without additional charge:

Software update (EBF/ESD, Maintenance Release)

Updates are the result of reworking of the Software by the Contractor, primarily related to the elimination of detected errors in the Software, and the update may contain minor new functionality of the Software.

New Software versions (Major Release)

New versions are the result of reworking of the Software by the Contractor, related to the development of new functionality and the elimination of errors in the Software.

The Customer performs independent installation and testing of Software updates provided by the Contractor, guided by the attached installation instructions. In case of difficulties with installing the update, the Customer has the right to seek help from the Contractor, who is obliged to provide advice on installing this Software update.