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@Septdir Septdir Fix Support 5f8e5b5 Aug 15, 2019
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Technical support

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This document describes the technical support policy and the handling of requests.

Table Of Contents

Sending request

  • To contact support, you can create an Issue in the repository or write an e-mail to support@septdir.com.
  • In the title clearly indicate the reason for the appeal title.
  • In the description clearly and in detail indicate all the necessary information. How to reproduce the error, description of the idea.
  • If you use email, then in the sender’s address use only the existing address to receive notifications about the progress of processing the request.
  • If you are ready to sponsor a solution to your problem, use priority support.

Request handling

  • After receiving and verifying the appeal, a notification of the result of the verification will be sent to you.
  • If the presence of an error is confirmed, the notification will indicate the priority, as well as the possible correction time.
  • If your suggestion for improvement is intrest and useful, the priority will be indicated in the notification, as well as the possible dates for adding.
  • If you do not agree with the decision or deadlines, you can use priority support.
  • Optionally, after making corrections, you may be sent a dev version of the solution with changes.
  • The release date of the fixed version with corrections depends on the priority.

Priority support

  • Priority support is provided only on a fee basis.
  • Priority support requests are accepted at sale@septdir.com.
  • The organization has the right to refuse to provide priority support.
  • If your proposal is contrary to the chosen solution, you will be asked to release a separate version, especially for you.
  • In the title of the letter indicate the reason for the appeal.
  • In the letter indicate in detail all the necessary information. If possible, indicate the timeline and budget.

Support policy

  • Technical support requests are processed free of charge.
  • Support for ready-made solutions is free, with the exception of priority support.
  • If you do not agree with the decision or deadlines, you can use priority support.
  • The organization has the right to refuse to provide any support.
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