ITMSFT GROUP

Support Service Regulations

Support channels, availability hours, and target time to the first response.

Revision dated 07 July 2024

Create a ticket to help the support team respond faster.

Support channel	Availability	Request processing time
Telephone support	Weekdays from 12:00 to 18:00 During an air-raid alert, the response waiting time may increase.	After the call, the support service may create a support ticket on your behalf, assign it a category, and inform you of the request processing time.
Support ticket request	24/7	Time to the first response: Category A — up to 3 hours^ Category B — up to 5 hours^* Category C — up to 10 hours^** Category D — up to 24 hours^***
Chatbot request	Weekdays from 12:00 to 18:00	During business hours: Category A — up to 3 hours^ Category B — up to 5 hours^* Category C — up to 10 hours^** Category D — up to 24 hours^* Outside business hours:** The request waits for the next available support agent.
Email request	24/7	Time to the first response: Category A — up to 5 hours^ Category B — up to 10 hours^* Category C — up to 24 hours^** Category D — up to 48 hours^***
Remote assistance request	Weekdays from 14:00 to 17:00	All consultation requests requiring remote intervention are handled on weekdays from 14:00 to 17:00.
On-site specialist visit	Weekdays from 12:00 to 17:00	An on-site visit by a company specialist is available only to Enterprise Maintenance subscribers and for paid requests subject to prior agreement.
Teams and Zoom Meeting	Weekdays from 12:00 to 18:00	Teams and Zoom meetings are available by prior appointment only through the application or Microsoft Bookings service.

Request categories

^* These regulations may be amended unilaterally. Release date of the latest revision: 07 July 2024.

^** Category A includes all infrastructure issue requests that may affect the client’s business. Category A applies only to requests from clients subscribed to Enterprise Maintenance, Website Maintenance, Website/Application Development, or Paid Support Request.

^*** Category B includes all requests concerning issues in the code of a product or product suite developed by ITMSFT Group and its departments. Category B applies only to requests from clients subscribed to Enterprise Maintenance, Website Maintenance, Website/Application Development, or Paid Support Request.

^**** Category C includes all requests concerning code updates or development, infrastructure configuration, update installation, content work, and marketing configuration. Category C applies only to requests from clients subscribed to Enterprise Maintenance, Website Maintenance, Website/Application Development, or Paid Support Request.

^***** Category D includes all free infrastructure requests concerning infrastructure operation, performance, availability, and fault tolerance. Category D also includes product or service configuration and consultation requests relating to products and/or services sold by ITMSFT Group.