Appendix No. 4
to the public offer agreement.
Technical support regulations
As amended on 01.11.2020.
1. Terms and definitions
1.1. Regulations - rules for the work of the Provider's employees with Subscribers within the framework of this public offer agreement.
1.2. Provider's employee - a specialist performing work within the scope of his/her competence to fulfill the Provider's obligations under the public offer agreement.
1.3. Technical support - a set of works to provide support for the service purchased by the Subscriber within the framework of these Regulations.
1.4. Paid administration - a set of works on providing support for the service purchased by the Subscriber outside the scope of these Regulations, performed by the Provider's employees on a paid basis.
1.5. Technical support work schedule - the time set by the provider, within which technical support specialists carry out work and provide consultations to the Subscriber within the framework of the service ordered by him. Technical support is provided during business hours, from Monday to Friday, from 10 to 19 Moscow time. At other times, a response is possible, but not obligatory.
1.6. Technical support request - a Subscriber's request created in the Support Center of the Automated Settlement System (ASS) of the Provider.
1.7. Request response time - the time during which the provider's specialist is obliged to accept the request for processing and provide the Subscriber with a meaningful response to the request.
2. General Provisions
2.1. Technical support for the Provider's products and services is provided to the Subscriber in accordance with the Service Level Agreement.
2.2. Free technical support is not provided, except for:
2.2.1. Domain names - assistance with setting up DNS records on the Provider's NS servers.
2.2.2. ISP System Products - installing the panel on the client's server.
2.2.3. SSL certificate - installing the SSL certificate on the client's WEB server (if there is a control panel).
2.2.4. Equipment placement, Rack rental – switching on, switching off, rebooting equipment, connecting IPKVM, performing cross-connections and switching, accepting and installing equipment (upon request), dismantling and returning equipment (upon request).
2.2.5. VPS servers – primary diagnostics, taking no more than 15 minutes of the Provider specialist’s working time.
2.2.6. Hosting for 1C Bitrix – technical support within the framework of the service and its elements, with the exception of work on script refinement and website optimization.
2.2.7. General emergency infrastructure issues – free of charge, 24 hours, 7 days a week, 365 days a year.
2.3. If the work goes beyond the scope of free technical support, then this work is automatically related to paid administration.
2.4. The cost of paid administration is 1000 (one thousand) rubles for 1 (one) hour of work of the provider's specialist.
2.5. The Provider notifies the Subscriber of the need to carry out work within the framework of paid administration in the request, which was the reason for contacting support. After receiving approval for the work, as well as 100% (one hundred percent) prepayment for the work, the specialist begins to carry it out.
2.6. Work within the framework of paid administration is carried out only and strictly according to the prepayment agreed with the Subscriber and strictly according to the Technical Assignment approved by the Subscriber.
2.7. The Provider does not guarantee a 100% (one hundred percent) positive solution to the Subscriber's issue.
3. Limitation of Liability
3.1. Free technical support is provided only within the provider's area of responsibility, as defined in paragraph 5.1 of the Service Level Agreement (SLA).
3.2. The limitation of the provider's liability is defined in paragraph 5.3 of the Service Level Agreement (SLA).
