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: firstname.lastname@example.org
Reports of problems are forwarded to the Technical Support Consultant. The consultant will work with you to identify and resolve the problem. However, in order to resolve the problem more quickly, the notification should include:
subject line clearly indicating that a problem has been reported;
The time of occurrence of the problem noted by the customer;
A description of the steps taken to initially diagnose the problem;
A description of the problem including the circumstances and location of its occurrence;
if possible the content of messages, screenshots showing the problem;
expectations for implementation, if any.
The problems reported by the client are considered closed when the consultant agrees with the client that a satisfactory solution has been found. In a situation where the Technical Support Consultant is waiting for a response from the Customer and after 2 weeks have elapsed with no response from the Customer, he makes 2 attempts to contact the Customer. If they are unsuccessful, the consultant closes the problem, which is considered solved.
In the event that it is necessary to complete 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., Smartstock. The Cloud Operator, Smartstock sends to the Customer, as soon as possible, information about the need for the Customer to complete the application or clarify these circumstances.
The 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, every 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 a reported problem, standards are established to determine the posture of problem solving. Submitted problems are grouped according to statuses indicating their importance:
Access to the Product is not working and no way has been found to avoid the problem; a significant number of users are affected by the system outage. Response time to the complaint: up to 16 hours.
The Product component is not working, which has a significant impact on operations. Response time to the complaint: up to 24 hours.
The Product component does not work according to the Product Documentation, it is possible to find a replacement solution. The problem has a medium to small impact on operations. Response time to the complaint: up to 4 days.
Questions about functionality, clarification of documentation. Response time to the complaint: up to 7 days.
Suggestions, question 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. It concerns the so-called. working hours, from Monday to Friday excluding public holidays in Poland.