Technical support

  1. Standard Technical Support includes the ability for the Customer (its End Users) to report problems on the Contact Form as described in the Product Documentation or to address-email: support@smartstock.cloud
  2. Reports of problems are forwarded to the Technical Support Consultant. The Consultant will work with the user to identify and resolve the problem. However, in order to resolve the problem more quickly, the report should include:
    1. subject line clearly indicating that a problem has been reported;
    2. the time of occurrence of the problem noted by the Customer;
    3. a description of the steps taken to initially diagnose the problem;
    4. a description of the problem including the circumstances and location of the problem;
    5. if possible, the content of the messages, screenshots showing the problem;
    6. possible implementation expectations.
  3. Problems reported by the Customer are considered closed when the consultant agrees with the Customer that a satisfactory solution has been found. When the Technical Support Consultant waits for a response from the Customer and after 2 weeks has not received any signal from the Customer, he makes 2 attempts to contact the Customer. If these are unsuccessful, the consultant closes the problem, which is considered resolved.
  4. If it is necessary to supplement the problem report or clarify additional circumstances relating to the services provided to Smartstock by entities for which Smartstock is not responsible or act for Smartstock as subcontractors, e.g. the Cloud Operator, Smartstock shall send the Customer as soon as possible, information about the need for the Customer to supplement the report or clarify these circumstances.
  5. A Technical Support Consultant is on duty during Smarstock's business hours, between 9:00 a.m. and 5:00 p.m. on working days, i.e. from Monday to Friday excluding public holidays in Poland. The customer can make requests 24 hours a day, every day of the week. A Technical Support Consultant will endeavour to resolve problems in the shortest possible time. In order to systematise the expected response time for the reported problem, standards are set to determine how the problem should be solved. Submitted problems are grouped according to statuses that determine their severity:
    1. Access to the Product is not working and no way to avoid the problem has been found; a significant number of users are affected by the system downtime. Response time to complaint: up to 16 hours.
    2. Product component out of order, with a significant impact on operations. Response time: up to 24 hours.
    3. Product component does not work in accordance with the Product Documentation, a replacement solution can be found. The problem has a medium or low impact on operations. Response time to the complaint: up to 4 days.
    4. Questions about functionality, clarification of documentation. Response time: up to 7 days.
    5. Suggestions, enquiries about new properties and product improvements. Response time to a complaint: up to 14 days.
      Response time - means the maximum response time of a support consultant to a reported problem, it is the time it will take for the consultant to confirm acceptance of the problem and start solving it.
      Applies to so-called working hours, Monday to Friday excluding public holidays in Poland.