Support
We offer support services to help you effectively use our products/solutions, minimize risks, and work with comfort.
Support services
- Regular updates
- Correction of reported errors
- Timely response to your questions
- Support after project implementation
Support hours
- The support desk is available Monday through Friday, excluding public holidays of the Republic of Armenia. The regular service time is 09:00 to 17:00 Armenia Time (AMT, UTC +4).
- The standard response and resolution time depends on the customer’s service level.
- The fix suggestion time starts from the moment we register the customer’s report or receive their response to a previous suggestion provided by the support desk.
- The time of waiting for the customer’s representative to respond about considering and implementing a previous fix solution is not included in the support desk’s response time.
Service levels
To provide our customers with satisfactory service, we offer two levels of technical support fit for business processes of different urgency — from regular business tasks to on-line decision support systems.
| Support features | Standard | Premium |
|---|---|---|
| Purpose | Regular business tasks | Critical issues, on-line decision support |
| Frequency | Schedule-based support | Constant availability |
| Service hours | Mon-Fri 09:00 to 17:00 Armenia Time (AMT, UTC +4) | Negotiable |
| Minimum fix suggestion time | Within 3 work days | Negotiable |
| Services | ||
| Consultation | • | • |
| Updates for the user’s software version | • | • |
| Response to critical reports | • | • |
| Upgrades to new software versions | • | • |
| Adjustment to the user’s needs | Negotiable | |
| Contact | ||
| Website/email | • | • |
| Phone | • | • |
| Other means | Negotiable | |
| Service parameters | ||
| Number of user premises | Up to 3 | Negotiable |
| Number of user representatives | Up to 6 | Negotiable |
| Remote access, on-premises support | Negotiable | |
| Price for 1 year (license value percentage) | 20% | From 30% |
Common conditions:
- The minimal term for any technical support package is one year.
- The support cost is counted based on the value of all the Megaladata products purchased by a customer (as indicated in the current price list). A customer cannot order support services for just some of their Megaladata products.
- At the moment of purchasing support services the customer must have a license for at least one commercial version of Megaladata.
- Support services are provided only to the customer’s authorized representatives.
- A new version of a product is provided in the same configuration as the previously purchased version.
- A version upgrade includes consulting services but no additional technical work that may be needed.
Contact information
Email: [email protected]
Feedback form: megaladata.com/company/contact