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Technical support team

TECHNICAL SUPPORT TEAM

Our Technical Support Team provides consulting services on the installation, configuration and operation of Eiler™ software solutions.

WORKING HOURS AND SERVICE REQUESTS

Our Technical Support Team will be happy to assist with any technical issues. Feel free to reach them us by phone:

  • +7 (499) 6774425 from 09:00 to 18:00 Moscow time, daily, except Saturdays, Sundays and holidays in accordance with the legislation of the Russian Federation.

Service requests can be also submitted via:

  • “Contact us” form at www.eiler.ru www.eiler.ru;
  • email: support@eiler.ru;
  • letter mailed to: Malaya Kaluzhskaya 15, building 5, Moscow, 119071, Russia;
  • fax number: +7(495) 7457117.

Technical Support is not provided through communication channels such as messengers, third-party customer forums, etc. Requests made through these and similar communication channels are not official and are not recorded in Service Requests Management System.

The Request is considered accepted by the Technical Support Team after the Customer has received confirmation by e-mail and/or Callback (if such Callback is requested by the Customer).

The Request should formulate a Problem requiring clarification and/or solution, including:

  • ­description of the Problem and a step-by-step actions to reproduce it (with corresponding screenshots and comments);
  • ­the Problem occurrence frequency;
  • ­­the Product version/release;
  • ­criticality of the Problem;
  • ­­Customer contact information, including the phone number and e-mail address.

Technical Support Team may request any additional information on system software and applications settings, its version, hardware, etc.

Requests are processed on a first-come, first-served basis. Processing period shall not exceed 48 hours, except Saturdays, Sundays and holidays in accordance with the legislation of the Russian Federation.

The Problem solving period depends on the total workload of the Technical Support Team and on the criticality and complexity of the Problem. In case of any change in timing, the Technical Support Team shall notify the Customer thereof.

Problem solving time may be changed due to the following:

  • It is impossible to simulate the described Problem on a similar hardware configuration or is impossible to simulate a situation causing an error on the Technical Support Team’s hardware;
  • The Customer fails to provide required initial information to resolve the Problem;
  • The Problem requires detailed diagnostics, refinement of the functionality and/or the Product update;
  • The Problem is described incorrectly.

The Response shall be sent to the Customer by e-mail and/or Callback (if the Callback is requested by the Customer).

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This information does not constitute а public offer