⭐Advanced

1. Terms and definitions

• Request – a message sent by the Customer to the Contractor in a prescribed manner, which contains the main characteristics of a problem or any task of the Customer, for which the Contractor is obliged to provide Services under the terms defined in this Agreement.

• Consultation – Requests that are not related to the restoration of the operability of information services.

• Response Time – the period starting from the moment the Customer submits a Request, during which the Contractor informs the Customer about the commencement of work on the Request.

• Functionality Restoration Time – the time required to restore the system's operability using the technical means available to the Contractor’s support engineers (without modifying the software code or updating the system). This time starts from the Response Time. It may be extended due to factors objectively beyond the control of the Contractor’s engineers: issues with server equipment providers, related cloud services, etc.

• Working Hours – from 9:00 to 18:00 on business days from Monday to Friday, excluding weekends and public holidays.

• Non-Working Hours – any time outside of Working Hours.

• Support Hours – the hours during which support requests are received and processed by the support service.

• 8x5 Support Hours – Working Hours.

• Working hours are 14x7 - from 8.00 to 22.00 daily.

• Working hours are 24x7 - around the clock.

2. Procedure for contacting technical support by the Customer

The Customer's representatives, agreed upon by and included in the list of contact persons, shall be entitled to contact the technical support. The list of contact persons of the Customer shall be agreed upon acceptance of the Offer. Channels of contacting the support service are available:

Channel type	Channel	Format of the application
Email	[e-mail]	Email subject : NovaTalks Cloud Support : Customer Name : Brief Description of the Request Email Text: Customer Name Contact Person's Name Estimated Classification of the Request Time of Occurrence Request Description
Telegram	Provided after acceptance of the Offer

Channels for contacting the support service are selected according to the Classification of the Request.

3. Classification of the Requests

Classification	Visible sign	The channel of appeal
Critical issue	Inability of all NovaTalks users to log in to the system and complete impossibility of processing conversations with customers. All channels are inoperable (incoming or outgoing conversations do not reach the addressee)	Telegram Email
Serious issue	Partial inability of all/most NovaTalks users to process conversations with customers. One or more channels are inoperable (incoming or outgoing conversations do not reach the addressee).	Telegram Email
Minor issue	Partial inability of one or more NovaTalks users to process conversations with customers. A failure that does not stop the system from functioning in general, but results in the inaccessibility of auxiliary functionality (auxiliary functionality is all functionality other than direct communication with customers).	Telegram Email
Consultation	All other issues that are not caused by the loss of performance of systems or their components.	Telegram Email

4. Service level of the Standard package

Classification of the request	Work regulations	Response time	Time to update functionality	Maximum number of requests
Critical issue	24x7	2 hours	8 hours	Not regulated
Serious issue	8x14x7	3 hours	2 working day	Not regulated
MInor issue	8x5	6 hours	5 working day	Not regulated
Consultation	8x5	1 working day	Not regulated	Up to 10 per month