Support

Tickets for systems under a support contract. Your project code is in your SLA contract. Response times count Baku working hours (Mon–Fri 09:00–⁠18:00) by priority.

New ticket

Response times

On the Standard plan everything counts working hours. On the Extended plan P1 is answered around the clock and the rest on working hours. The time to fix depends on the kind of bug and is given in the first answer.

Response times
Priority	Standard	Extended
P1, critical	1 working hour	30 minutes, 24/7
P2, high	4 working hours	2 working hours
P3, normal	1 working day	1 working day
P4, low	3 working days	3 working days

Standard: ₼1,800 a month, 16 hours of changes included
Extended: ₼4,200 a month, 40 hours of changes included

When it is urgent

On the Extended plan, after opening a P1 ticket, also call the on-call phone. On the Standard plan, call your project manager during working hours.

On-call phone: +994 12 555 41 29

Ticket status

You get the number by e-mail after reporting: ST- and 5 digits.

Pay an invoice by card

The monthly invoice of a support contract can be paid with a company card. Bank details for a transfer are on the invoice itself.

Samples: SF-26-1047 / BNK-031, SF-26-1052 / RTL-114, SF-26-1039 / MED-018