# Standard

## 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.

## 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:

<table><thead><tr><th width="127.18182373046875">Channel type</th><th width="225.45452880859375">Channel</th><th>Format of the application</th></tr></thead><tbody><tr><td>Email</td><td>support@novatalks.com.ua</td><td><p></p><p>Email subject : NovaTalks Cloud Support : Customer Name : Brief Description of the Request<br>Email Text:</p><ul><li>Customer Name</li><li>Contact Person's Name</li><li>Estimated Classification of the Request</li><li>Time of Occurrence</li><li>Request Description</li></ul></td></tr><tr><td>Telegram</td><td>Provided after acceptance of the Offer</td><td></td></tr></tbody></table>

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

## 3. Classification of the Requests

<table><thead><tr><th width="153.54547119140625">Classification</th><th width="431.54547119140625">Visible sign</th><th>The channel of appeal</th></tr></thead><tbody><tr><td>Critical issue</td><td><ul><li>Inability of all NovaTalks users to log in to the system and complete impossibility of processing conversations with customers.</li><li>All channels are inoperable (incoming or outgoing conversations do not reach the addressee)</li></ul></td><td><p></p><ul><li>Telegram</li><li>Email</li></ul></td></tr><tr><td>Serious issue</td><td><ul><li>Partial inability of all/most NovaTalks users to process conversations with customers.</li><li>One or more channels are inoperable (incoming or outgoing conversations do not reach the addressee).</li></ul></td><td><p></p><ul><li>Telegram</li><li>Email</li></ul></td></tr><tr><td>Minor issue</td><td><ul><li>Partial inability of one or more NovaTalks users to process conversations with customers.</li><li>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).</li></ul></td><td><p></p><ul><li>Telegram</li><li>Email</li></ul></td></tr><tr><td>Consultation</td><td><ul><li>All other issues that are not caused by the loss of performance of systems or their components.</li></ul></td><td><p></p><ul><li>Telegram</li><li>Email</li></ul></td></tr></tbody></table>

## 4. Service level of the Standard package

<table><thead><tr><th>Classification of the request</th><th width="144.272705078125">Work regulations</th><th width="136.45452880859375">Response time</th><th>Maximum number of requests</th></tr></thead><tbody><tr><td>Critical issue</td><td>8x5</td><td>4 hours</td><td>Not regulated</td></tr><tr><td>Serious issue</td><td>8x5</td><td>5 hours</td><td>Not regulated</td></tr><tr><td>MInor issue</td><td>8x5</td><td>1 working day</td><td>Not regulated</td></tr><tr><td>Consultation</td><td>8x5</td><td>1 working day</td><td>Up to 10 per month</td></tr></tbody></table>

{% hint style="success" %}
Standard technical support is included in the cost of access to the Software
{% endhint %}


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