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1. Technical support and maintenance of the System are carried out by the Contractor's employees on the basis of the Contract. 

2. The reason for providing technical support is a ticket submitted by the Customer. Tickets are processed within the special system at Latera's website (http://support.hydra-billing.com/). In case the system is unavailable tickets are to be submitted via email (support@laterasupport@hydra-billing.rucom).

3. The Contractor's business hours:

1. On weekdays from 10 to 19 Moscow time Eastern European Summer Time (GMT +3)

2. Off on weekends (Saturday and Sunday) and bank holidays (official Russian bank holidays) 

4. The Contractor provides 2nd line tech support. Current issues concerning operating the system are solved by the Customer's team. Therefore, the Customer is to have trained personnel and an employee responsible for the 1st line tech support (operator's queries on current works within the system, solving minor issues).

5. Customer support stands for consulting on the matters of setup, configuring and using the system for certain practical tasks.

6. Tech support excludes fault diagnosis for the Main DB server operation. 

7. When creating a ticket the Customer should specify its priority for the Contractor's employees to identify the criticality of the issue which influences the reaction time.

8. Priority can be set only to tickets of the Incident type (see below). For other types of tickets, priorities are ignored by the Contractor and can be automatically changed.

9. Ticket priorities should be determined strictly in accordance with the operating procedure. Otherwise, the Contractor has the right to change the priority assigned by the Customer.

10. The Contractor has the right to ignore a request which is not properly submitted as a ticket or is submitted with some violations of the operating procedure.

11. Processing any ticket outside business hours is charged at double rate and requires verification from both parties.

12. In case of an issue that can be classified as Urgent, you need to create a ticket as soon as possible. After doing so, please urgently call at +7 1 (499256) 940474-9585-0586, ext. 200.

13. Releasing updates and new versions

    1. Every now and then, Latera company releases immediate updates and new versions of the system to be set up which allow fixing bugs in the system operation and adding new features.

    2. Updates and new versions of the system are granted to the Customer strictly on the basis of the Software Support and Maintenance Contract

    3. Updates and new versions of the system are set up by the Contractor and upon prior coordination with the Customer.

    4. Updates and new versions setup are rated as hours of tech support. It usually takes from 1 to 3 hours.

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