Service and Support

Company’s service centers

NAUMEN Company is nowadays represented in Moscow and Yekaterinburg. In these cities there are service centers that provide technical support of the products.

The company provides a wide range of warranty and post warranty services by various terms.

Terms of technical support

Technical (incident) support within warranty period is free and includes the following procedures in order to ensure smooth hardware and software functioning and fast troubleshooting:

Receiving and handling of customer requests on improper or incomplete software functioning (further - incidents);
Localization and elimination of incidents caused by system errors;
Elimination of software errors that result in incidents;

The extended service support program comprises software maintenance operations, application of configuration updates and modifications in normal mode of software functioning, including:

Developer’s supervision on the system architecture and configuration for compliance with tasks being solved;
Elaborating and delivering short-term and medium-term (yearly) system development plans;
Remote monitoring of the system state and functioning (provided the access is granted by the client);
Identifying the causes and providing recommendations on how to deal with incidents caused by failures of hardware and software manufactured by different vendors;
Assigning a personal system engineer;
Monthly reporting on the system state and performed maintenance works;
Elaborating and conducting the system updates conditioned by on-stream modified requirements (limited service)*;
Elaborating and conducting of the system configuration changes (limited service)*;
Identifying and resolving the incidents caused by improper actions of the customer’s specialists
Walking to the service location in Moscow or Yekaterinburg (limited service)*;
Providing consulting services on the system use;
Handling requests arising during the process of the system maintenance;
Installing software;updates;
Remote monitoring of the system and resolving the incidents (provided the access is granted by the client);
Providing software updates till a new released minor version (second digit changes);
Notifying on new versions released with a list of requirements to be included into new versions;

Accepting and handling of incidents for technical and service support is carried out for 24 hours a day. Resolution of the registered incidents is performed, subject to the contract terms, either during regular working hours or 24 hours a day.

Below there are due dates/time for incidents or calls for software technical support depending on the incident priority:

Incident priority	Incuident processing time, hours	Incident resolution time
1	0,2	2 workhours
2	0,3	4 workhours
3	1	2 workdays
4	1	5 workdays

Defining the incident priority:

Priority 1. The system is completely disabled. It fails when launched or hangs. Most of the system functions are disabled and the customer’s business is influenced severely.
Priority 2. The system is functioning partially or with low productivity that negatively influences the customer's business but it is not completely disabled.
Priority 3. The system is functioning but sometimes it encounters uncritical problems or defects or a slight productivity decrease.
Priority 4. It includes: questions on software installation and configuration; questions arising in the process of the system maintenance, they did not influence the customer’s business; consultationsns on software reconfiguration; requests for the software debugging; documentation mistakes.

Time limits and execution order for hardware support requests correspond to similar conditions of hardware vendors.

Certification provisions

Naumen Phone is a completely software solution and does not require certification. The connection to PSTN is made via certified VoIP gateways.

* Note: Limited services are provided only in the presence of unused points in the calendar period of the technical support contract effect.

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