Customer and Technical Support Service Level Agreement – SLA

This Customer Technical Support Service Level Agreement establishes the standards and time parameters for technical support services provided by R7 specialists to individuals and legal entities holding valid Customer Technical Support Certificates.

Customer means a legal entity or individual holding an active licence for R7 software products with entitlement to updates and a valid Customer Technical Support Certificate corresponding to the support levels defined in this Agreement.

User means an individual using R7 software products to whom the Customer has granted a licence in accordance with its licence agreement. Users are identified on the Provider's technical support portal by their corporate email address. When contacting support by telephone, users are identified based on the employment information they provide.

Customer's Authorised Representative means the Customer's employee(s) whose full names and email addresses the Customer specifies when activating the Technical Support Certificate. The Customer's Authorised Representatives can access the service history of all requests submitted by their organisation's employees. When purchasing a higher-level Technical Support Certificate, the Customer must ensure that at least one Authorised Representative is available to the Provider around the clock.

Customer Contact List means the list of the Customer's employees, including its Authorised Representatives, entitled to request technical support and uniquely identified by their email addresses. The list may be specified and/or amended by the Customer's Authorised Representative. A maximum of 10 contact persons is permitted, including those of affiliated legal entities under centralised support.

Requester means a user who initiates service by submitting a request.

Provider means R7 Joint-Stock Company.

Provider's Support Team means the Provider's customer service and technical personnel directly engaged in delivering customer and technical support services to Customers and Users.

Support Engineer means an engineer from the Provider's Support Team who ensures continuity of service, develops expertise in the Customer's system and takes a priority role in processing requests, performing engineering work and implementing measures to improve system stability and performance.

Service Manager means the Provider's specialist responsible for coordinating service delivery, monitoring SLA compliance, prioritising work and requests, and organising regular interaction with the Customer, including service meetings and reports on service quality and results.

Request Owner means the Provider's employee who organises and monitors the timeliness and quality of the processing of Customer requests by the Provider's Support Team.

Parties means the Customer and the Provider jointly.

Software means software in which R7 JSC holds the rights.

Information System (IS) means the Software supplied in accordance with the supply specification, together with the Customer's hardware and software environment on which it operates in accordance with the Software documentation requirements.

Service Desk Account means the Provider's information resource for receiving and processing requests for technical support services.

Knowledge Base means a centralised database for storing and organising knowledge about the Customer's IS.

Incident means any event outside the normal operation of the Software as specified in the documentation for the Software version used by the Customer, or an IS event not envisaged by the design documentation for normal operation, that causes or may cause an interruption to IS operation or a reduction in the quality of its use.

Consultation Request means questions seeking information on the functionality, installation, updating, configuration or administration of the Software and IS; integration of the Software with the Customer's existing software systems; configuration of endpoint devices (printing and information output equipment, etc.) to interact with the Software; or Software licensing.

Service Request means a request for work to be performed on the Customer's side as provided for by the Customer's service level.

Change Request means a request proposing a change as part of the development of business processes, settings, reports or other implemented Software functionality.

Incident priority is determined by the Provider's technical support specialists based on the severity described in Table 1 and the information supplied in the Requester's request. 

Business Day means the period from 09:00 to 18:00 Moscow time, excluding weekends and public holidays under the laws of the Russian Federation.

Business Hour means a clock hour within a Business Day.

Request Handling Hours means the period during which a request is worked on, based on the service level specified in the Customer's Certificate.

Request Receipt Time means the time when an email reaches the R7 user support address, an electronic form is submitted through the support portal (the technical support account), or a telephone call to support reporting an Incident or submitting a Consultation, Service or Change Request is completed.

Request Registration Time means the period within which the Requester is sent information confirming registration of the request and its preliminary category.

Response Time means the period within which the Provider takes the Request into work and provides a response or asks for clarifying information needed to resolve the issue described in the Request. Response Time is measured from the end of the registration period. If the request is registered outside Request Handling Hours, Response Time starts from the first minute of the next Request Handling Hours period. Response Time is calculated only within Request Handling Hours.

Closure Time means the date and time when a request or Incident is assigned 'Closed' status.

The following service levels are available under customer technical support:

Extended provided to Customers holding an Extended Customer Technical Support Certificate.

Premium provided to Customers holding a Premium Customer Technical Support Certificate.

Appendix A describes the services provided at each service level.

To obtain support, you must submit a request. Available submission channels and request acceptance hours are:

The Service Desk Account allows users to create Service Requests and check their status interactively

When contacting support by email, you must use the email address specified for the relevant Customer Contact in the Customer Contact List to receive the service level corresponding to the valid Certificate. The Customer's Authorised Representatives must keep the Customer Contact List up to date.

If a request is sent from an email address not registered in the Customer Contact List, or a User submits a request from a non-corporate email address, the Provider reserves the right not to process it.

Requests sent to an address other than support@r7-office.ruare not registered. 

Telephone communication is an emergency channel intended to inform the Support Team and/or dedicated Service Manager of Emergency and Urgent Incidents.

Customer Incident reports are accepted by telephone only from Customer Contacts. When calling, you must provide:

• the company name and Technical Support Certificate number
• your full name
• a detailed description of the problem

The Provider reserves the right to pause the conversation and connect the caller with a person on the Customer Contact List to further verify the legitimacy of the request.

Telephone enquiries and consultation requests concerning Software functionality are accepted from all Customer employees if this service level is covered by the purchased Certificate. When calling, you must provide:

• the company name
• your full name
• a callback telephone number
• a detailed description of the problem

The Provider reserves the right to record calls for service quality control.

The response time provided by the Support Team for requests from Customer Contacts depends on the request type, service level and the Customer's time zone.

Within the response time following receipt of a Customer request, the Provider sends confirmation of receipt to the email address specified in the request, supplies the request number and takes one of the following actions:

• reports the outcome of its review and provides the requested information for enquiries that are not Incidents;
• confirms that the Provider's Support Engineer responsible for resolving the Incident has started work and indicates the estimated time for resolving the problem or answering the question.

To ensure high-quality service under this Agreement, the Customer undertakes to:

• deploy the Software on servers and/or workstations meeting the system requirements specified in its documentation;
• maintain the infrastructure supporting Software operation in accordance with equipment manufacturers' requirements;
• provide the necessary packet network bandwidth and recommended endpoint equipment settings.

Certain Incidents concerning Software operability or interaction with the Customer's equipment and other software systems require the conditions of the Incident to be reproduced in order to isolate it and identify its causes.

When working with the Provider's Support Team to resolve an Incident, the Customer must promptly provide all information requested by the Support Team that is necessary for resolution and available to the Customer, and assist the Customer's Support Team in obtaining the information needed to reproduce and resolve the Incident.

If an Incident occurs in the IS, the Customer must grant the Provider's Technical Support Team access to the IS upon request if all other diagnostic methods have proved ineffective.

The Provider's Technical Support Team may lower an Incident's priority if:

• the Customer has not provided access to the test environment (or IS), or sufficient data to reproduce the problem, within three (3) calendar days of a technical support specialist's request;
• recommendations provided by the Provider's Technical Support Team allow the Software to operate at a performance level sufficient to continue core business operations, once the Customer confirms the proposed solution's effectiveness or automatically after five (5) calendar days without a Customer response;
• the request does not relate to errors in the Software's stated functionality or characteristics;

Incident priority is automatically lowered if the Customer does not respond to a technical support specialist's request for information:

• after three (3) business days for an Emergency-priority Request;
• after five (5) business days for a High-priority Request;
• after ten (10) calendar days for a Normal-priority Request.

A request on which the Customer is inactive (does not respond in the Service Desk Account to enquiries from the Provider's Technical Support Team) is closed automatically twenty (20) calendar days after the Provider's last comment.

Technical support does not include:

• responding to requests unrelated to IS operation or its interaction with the Customer's infrastructure components
• resolving Incidents where the Customer fails to fulfil its obligations to participate in Incident resolution under the section entitled Customer's Obligations to Participate in Incident Resolution
• resolving Incidents whose occurrence conditions cannot be reproduced by either the Customer or the Provider's Support Team

As part of the Technical Support Service, the Provider's Support Team does not perform:

• performance or security analysis of the Customer's hardware and software systems, or consultations with Customer Contacts on such matters
• configuration or administration of the Customer's hardware and software systems, except actions necessary to install the Application, or consultations with Customer Contacts on such matters
• other work not directly related to IS operation and not specified in Appendix A.

The Customer and Provider agree that situations involving System malfunctions shall not be classified as Incidents if they result from:

• scheduled IS maintenance agreed in advance with the Customer, or Software updates requested by the Customer, during the agreed maintenance or update window
• circumstances preventing IS operation that arise through the Customer's fault
• interference by the Customer or a third party, without agreement from the Provider's Support Team, with hardware or software on the Customer's premises supporting the IS and associated Customer infrastructure components
• failure of the Customer's equipment or of the Internet service provider used by the Customer
• an interruption to IS operation caused by force majeure circumstances recognised under applicable law.

Once each quarter, the Customer's Authorised Representatives holding a Premium or Extended Certificate receive by email a report containing summary information about requests from the Customer's organisation:

• the number of requests received and resolved
• the number of requests resolved in breach of the obligations specified in the section on the Provider's service time commitments
• a summary report of resolved-request submitters' satisfaction ratings concerning the quality of the Provider's Support Team's work

The Customer can also generate reports independently at any time through the personal account provided.

The Provider may amend this Agreement at any time. The current Agreement is available on the official website https://r7-office.ru at https://r7-office.ru/doc/sla. Technical support is provided in accordance with the current version of the Agreement published on the webpage specified above.

The User agrees that a Request will not be processed if it does not comply with this Agreement.

The Parties may establish different technical support service levels by separate agreement.

¹ Work requiring remote connection to the Customer's internal corporate network is performed only if the Customer provides such remote access from the Internet, for example through a VPN
² Response times for Incidents reported by users are described in Appendix B
³ Access to the continuously expanded knowledge base (https://support.r7-office.ru), containing articles on using the office suite, training materials, notifications of new Software versions and current installation/configuration/operation documentation, is provided without restriction to all interested persons, regardless of whether they hold Software licences or Technical Support Certificates
⁴ No more than 24 hours per month across all Service Requests for the Extended level, and no more than 48 hours per month for the Premium level
⁵ If a specialist needs to travel outside Moscow and the Moscow Region, the Customer reimburses the Provider employee's travel expenses
⁶ Software Change Requests are registered to collect user feedback on desired Software developments and are accepted from all interested persons, regardless of whether they hold Software licences or Technical Support Certificates. If the Customer and Provider agree on priority Software enhancements requested by the Customer, those enhancements are performed under separate agreements entered into with the Customer.
⁷ Upon expiry of the Customer Technical Support Certificate, access to the Service Desk Account is restricted to viewing previously submitted requests and working on requests that remained open at the time of expiry.
⁸ Actual system availability cannot exceed the availability of the infrastructure hosting the Customer's solution. Availability calculations exclude:

• unavailability caused by failures of the Customer's infrastructure 
• communication channel failures 
• failures of the Customer's equipment and virtualisation systems 
• actions of third parties, including data centres and cloud providers

⁹ As part of the service, the Provider manages the performance of the Customer's system, including load testing, performance analysis, identification of bottlenecks and implementation of optimisation recommendations, together with continuous monitoring of key indicators during operation.
¹⁰ Applies to preparation of the roadmap for the following calendar year. The Provider makes the final decision on including changes and fixes in the product roadmap, taking into account the overall product development strategy, technical feasibility and the priorities of other Customers.
¹¹ Availability of scheduled and emergency specialist visits, including participation in key stages of system operation and modernisation. The maximum number of hours per month is agreed individually.
¹² Documentation is prepared within the scope of the supported solution and does not include project documentation for implementing third-party systems unless separately agreed.
¹³ Support is provided for system fault-tolerance and recovery processes, including developing and updating a Disaster Recovery Plan, participating in the execution and testing of recovery scenarios, and auditing backup and data recovery processes with recommendations for improving system resilience.

⁸ Times are stated in the Moscow time zone. Business days are determined according to the Russian Federation working calendar.
⁹ Calculated from the time the request is registered. If registration occurs outside Request Handling Hours, Response Time starts from the first minute of the next Request Handling Hours period. Response Time is calculated only within Request Handling Hours.

¹⁰ Times are stated in the Moscow time zone. Business days are determined according to the Russian Federation working calendar.
¹¹ Calculated from the time the request is registered. If registration occurs outside business hours, Response Time starts from the first minute of the next business day.