Tech support [Документация VAS Experts]
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    en:dpi:techsupport_info:start [2020/02/05 17:29] – ↷ Links adapted because of a move operation lexx26en:dpi:techsupport_info:start [2026/05/13 07:47] (current) – created elena.krasnobryzh
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    -====== 8 Tech support ====== +====== Tech support ====== 
    -{{indexmenu_n>8}}+{{indexmenu_n>13}}
      
    -Tech support E-mail: \\ **sd@vas.expert** \\ \\ +===== Contacts ===== 
    -Phone numbers: \\ **8-800-777-00-14** \\ Local: \\ **+7 (812) 313-88-54 ** \\ ** +7 (495) 748-05-77**\\+ 
     +Tech support E-mail: **sd@vas.expert** \\ 
     +Phone number: **+31 20 889 33 88** 
     + 
     +<note important>[[en:dpi:techsupport_info:reglament4support]]</note> 
     + 
     +===== SLA ===== 
     +Support and Subscription (SnS) includes: 
     +  - Registration of requests 24x7 via e-mail or autoresponder 
     +  - Reaction to inquiries within the next business day (NBD)* 
     +  - [[en:dpi:update#dpi_bng_versions_update|Updating the Stingray Service Gateway software]] (updating the SSG software on the end device is carried out by the operator during light hours) 
     +  - SLA is valid only if technical support is active and there are no violations of license conditions (including according to the built-in error monitoring system). 
     + 
     + 
     +* - it is possible to purchase extended support: 
     +  - for version SSG-20 BASE and higher - 8x5x8 (reaction time is 8 hours during working hours) 
     +  - for version SSG-40 COMPLETE and higher - 24x7x4 (reaction time is 4 hours). 
     + 
     +{{ :en:dpi:techsupport_info:sla_vas_experts_support.docx |The service level (SLA) for different types of support is described in the document.}} 
     + 
     +===== Terms of additional and night work ===== 
     + 
     +Within the technical support, assistance in configuring and troubleshooting is provided only on the side of the Stingray SG hardware-software complex. In case of difficulties in setting up network equipment on the operator's network, we offer paid hourly assistance from engineers (at night the cost of work doubles). [[en:dpi:techsupport_info:rules_work_night|Night work rules.]] 
     + 
     +===== Support activation and prolongation =====
      
     The tech support is activated by the partner's request, according to the term of the active agreement or since paying a bill. The tech support is activated by the partner's request, according to the term of the active agreement or since paying a bill.
     +
     +<note important>Technical support is extended from the end of the previous paid period.</note>
      
     The following information is required for activation: The following information is required for activation:
    Line 15: Line 41:
     It is possible to activate the access for two employees per one agreement, if other conditions are not specified explicitly. It is possible to activate the access for two employees per one agreement, if other conditions are not specified explicitly.
      
    -=== Technical support includes: === +===== Additional Terms ===== 
    - +VAS Experts reserves the right to refuse to develop projects for clients without active technical support.
    -  - Registration of referrals to support services 24х7 by e-mail +
    -  - Response to referrals within the next business day(NBD - Next Business Day)* +
    -  - Possibility of the VAS Experts DPI software [[en:dpi:dpi_components:platform:dpi_update:dpi_patch:start|updating]] +
    -  - Using the service allowing to load lists automatically through the  [[en:dpi:dpi_options:opt_filtration:filtration_eds:start|provider certified electronic signature]]+
      
    -* - it is possible to purchase extended support:\\ For the VAS Experts DPI-20 and higher - 8x5x8 (Response time during working hours is guaranteed to be  not exceeding 8 hours)\\  +VAS Experts reserves the right to refuse technical support or project support to clients who do not comply with the license conditions, incl. exceed the allowable traffic (including data from the built-in error monitoring system).
    - For the VAS Experts DPI-40 Complete and higher - 24х7х4 (Response time is four hours)+
      
    -The technical support includes assistance in configuring and troubleshooting only on the VAS Experts DPI hardware and software system side. In case of difficulties in configuring network equipment within the operator's network, an hourly paid assistance of IT-GRAD engineers will be offered. +===== Cost of Service ===== 
    -1800 rubles for an hour's engineer work.+The cost of technical support services is calculated based on the cost of the license at the time of invoicing.