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 faster, the report should include:
    1. topic 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 its occurrence;
    5. if possible the content of messages, screenshots showing the problem;
    6. expectations for implementation, if any.
  3. Problems reported by the Customer are considered closed when the consultant agrees with the Customer that a satisfactory solution has been found. In a situation where 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 they are unsuccessful, the consultant closes the problem, which is considered resolved.
  4. In the event that it is necessary to supplement a problem report or clarify additional circumstances related to services provided to Smartstock by entities for which Smartstock is not responsible or act for Smartstock as subcontractors, e.g. 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 business days, i.e. Monday through Friday, excluding public holidays in Poland. The customer can make requests 24 hours a day on any day of the week. The Technical Support Consultant will try to solve the problems in the shortest possible time. In order to systematize the expected response time for the reported problem, standards are set to determine how to proceed in solving the problem. Submitted problems are grouped by statuses that determine their importance:
    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 the complaint: up to 16 hours.
    2. The Product component is not working, which has a significant impact on operations. Response time to the complaint: up to 24 hours.
    3. The Product component does not work in accordance with the Product Documentation, it is possible to find a replacement solution. The problem has a medium or small impact on operations. Response time to the complaint: up to 4 days.
    4. Questions about functionality, clarification of documentation. Response time to the submission: up to 7 days.
    5. Suggestions, inquiry about new properties and product improvements. Response time to the complaint: up to 14 days.
      Response time - means the maximum response time of a technical support consultant to a reported problem, it is the period of time the consultant will need to confirm the acceptance of the problem and start solving it.
      Refers to the so-called working hours, from Monday to Friday excluding public holidays in Poland.