Support

Samarasoft provides two technical support packages: Basic and Business.

Basic

Business

Cloud

% of subscription price

Included in the subscription price

10%

Not less than $1200

On-Site

% of license price

20%

25%

Not less than $1200

Response time to a critical priority incident 4 hours 1 hour
Response time to incidents of

high, middle and low priority

8 hours 4 hours
Service Delivery Time

(UTC +04:00, Moscow)

08:30 – 17:30
(Mon. – Fri.)
08:30 – 17:30
(Mon. – Fri.)
Unlimited number of incidents
Advices on installing and configuring
Advices on functionality issues
Provision of new versions and critical patches
Access to personal account on Customer Success Portal at support.samarasoft.com
Offline support (e-mail, Customer Success Portal, remote connections)
Online support (phone consultations)
Priority Management

Additional terms

  • To get support you shall purchase a support package obligatorily
  • Only the client’s authorized contact person may get consultations
  • Technical support packages are purchased for at least one year for all products owned by the customer
  • Acquisition of support is not available for some products
  • A client must have one of the official versions of the bpm’online product line
  • Upgrading means free provision of licenses for the upgrade version, and does not include any additional work
  • The price does not include taxes and fees (e.g. VAT) regulated by law

Classification of incidents by priority

Incident

Example

Critical

The problem is a stop-factor for further testing or using the product. An error at the login page, an error while performing a business process step, if the process should be run daily.

High

The problem is associated with incorrect operation of a certain function unit. The sums are not recalculated while invoicing and making changes to quantity or prices of products.

Middle

The problem is associated with incorrect operation of a certain function unit, but there is a work-around solution for the problem that can be used temporarily. While creating an account upon action by virtue of agreement, payment details can’t be copied.

Low

The problem is associated with an error that does not interfere with the system, but makes it uncomfortable to use. Name and location of fields, malfunction of entry mask of a current account or a phone number.