Technical support

This section contains information about the available forms of support and how to report technical issues. Here you will also find guidance on what information is worth including in a report.

Bug report

To ensure the effectiveness of reports, the conditions of this procedure must be met. The following reporting channels are available:

1. email address: [e-mail],

2. telephone contact – available in selected technical support options.

Bug report

To ensure the effectiveness of reports, the conditions of this procedure must be met.

1. The following reporting channels are available:

   1. email address: [e-mail],

   2. telephone numbers available on business days (option),

2. When making a report, the following must be provided:

   1. contact details of the person designated on the reporting side for contact within the report,

   2. a possibly detailed description of the problem, including any actions already taken to resolve the problem, if any have been taken,

   3. the name of the application to which the problem relates,

   4. specification of the report category and/or business impact,

   5. the date and time the problem occurred.

3. A report sent to the monitored inbox “[e-mail]” is acknowledged by confirmation of receipt of this report. Lack of confirmation means that the report did not reach the Contractor.

Report processing

1. Report verification: the report is verified in terms of type and assigned to the appropriate consultant.

2. If verification or handling of the report requires remote or direct access to the Software, the reporter must ensure such access.

3. If configuration files, logs, or other additional information are needed for proper handling of the report, the reporter should provide access to them.

4. The consultant dedicated to handling the report begins work as soon as possible, in accordance with report priorities and within the service hours.

Report status

Reports may have the following statuses:

• OPEN – report registered in the system,

• IN PROGRESS – report under work,

• PENDING – completed reports, not verified by the Reporter,

• CLOSED/RESOLVED – report completed, verified by the Reporter and confirmed,

• REOPENED – closed report in which the same bug was detected later (not revealed during testing).

Report acceptance

1. The Reporter is informed about the work performed and the status of the report by the consultant via email.

2. The consultant marks the report as “closed / resolved”.

3. If the Reporter later detects previously undisclosed defects related to this report, they shall report this fact immediately, and the report will be reopened and verified.

4. If there is no response to the information about the completed report acceptance for 7 days, the report acquires the status of resolved.