This document serves as a set of guidelines to inform decision making within oscAssist as well as a guide for community members to better understand the support services provided by oscAssist. The document is limited in scope in that it sets official policy for providing help through the Support Desk. By setting down these policies and channeling requests for help through the Support Desk we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.
Who Is Covered Under This Agreement
This agreement is intended to cover all oscAssist departments, including:
- Support Department
- Technical Department
Methods of Contact
The Support Center ( http://support.oscassist.com
) acts as a central point of contact for all technical support, including web and software questions, consulting, installations, requests, and troubleshooting. Customers may submit tickets online at http://support.oscassist.com
, or by sending e-mail at support [at] oscassist [dot] com.
We don't provide phone support.
Hours of Operation
We are available to help you throughout the following hours: from 13.00 to 21.00 (GMT +02.00), Monday through Friday (business days), excluding holidays (http://en.wikipedia.org/wiki/List_of_holidays_by_country#Ukraine ). Requests can be submitted online (http://support.oscassist.com) or by e-mail at at support [at] oscassist [dot] com 24 hours a day.
According to the acting Labour Code of Ukraine, in case a national holiday or a non-working day coincides with a day-off, the day-off shall be extended to the next consecutive day after a national holiday or a non-working day.
Additional days off will be announced in news section of Support Center.
Guaranteed response time - 24 hours (business days). Actual response times may be shorter or longer depending on the volume of requests at any point of time.
Responsibilities of Those Making a Request
When such local help has been exhausted and assistance is needed, then the users should contact the Support Desk through one of the methods described in Methods of Contact Section. In contacting the Support Desk provide the following information:
- Valid e-mail address. If you/your ISP use any spam protection, make sure that you have added support [at] oscassist [dot] com to the white list.
- Full product name on which you are experiencing the problem.
- A clear and specific description of the problem or request, including information regarding any error messages you may have received.
oscAssist reserves the right to completely stop the support in case of abusive language or statements.
Technical support is divided into four categories: standard, basic, extended and premium support service.
Standard Support Service (http://support.magneticone.com). According to oscAssist policy we offer standard support/update service for 6(six) months from date of software purchase. Support/Update service does not restrict nor affect usage, you will receive response to your request within the target timeframe defined in Response Times Section.
Basic Support Service (http://www.oscassist.com/support-service-for-products-developed-by-oscassist.html) includes installation or upgrade of one shopping cart module developed by oscAssist. Please order this product if you want your previously-ordered module to be installed or upgraded.
Extended Support Service (http://www.oscassist.com/support-service-for-products-developed-by-oscassist.html) includes single software installation and detailed configuration, according to your specific requirements.
Premium Support Service (http://www.oscassist.com/support-service-for-products-developed-by-oscassist.html) includes single software installation and detailed configuration, according to your specific requirements and personal education sessions on technologies/ web services/ software/ processes related to ordered software.
This document will change over time as circumstances warrant and therefore it is a work in progress. Questions and comments are welcome.