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Technical support
We guarantee the operability of our platform for the entire technical support period
How our technical support can help
Resolving situations that affect the normal functioning of the Anarta platform. Each registered incident is assigned a priority, which affects the processing order and response time of our support service
- Support serviceAssistance in resolving situations that disrupt the platform’s normal operation. Each recorded incident is assigned a specific priority. The processing order of the request and the support service response speed depend on it. For critical-priority incidents, the initial response time is up to 3 hours
- Access to new featuresNew functionality becomes available through updates for existing versions. We recommend using the latest versions of the Anarta platform to develop functionality in a timely manner
Support for the Anarta platform
Conducting extended consultations on platform functionality and automation of new business processes
- User consultationsWe advise your employees by phone, email, and during in-person requests. We help them understand how to work with the platform, and also answer organizational and methodological questions. For programmers and administrators, we provide consultations on technical aspects, administration, configuration, adaptation, and operation of the software
- Analysis of necessary improvementsWe help expand system capabilities and implement new business processes, including collecting and analyzing requirements, preparing and approving the technical specification, and developing the technical design. Until the end of the pilot operation stage, all identified incidents are resolved free of charge. After pilot operation is completed, support for improvements is provided under the support agreement
- Custom developmentWe help quickly adapt the system to the needs of your business: we refine existing business processes and create new modules based on your current needs. The Anarta team takes care of the full work cycle — from reviewing the request to supporting the result during the pilot operation period
- Methodological supportWe take on the preparation of documentation for system changes and the development of user instructions based on the results of automating new processes implemented by your specialists. As part of the service, we update system operating instructions and prepare descriptions of new business processes implemented in the Anarta platform
Questions
Frequently asked questions about technical support for the Anarta platform
You should contact support if the platform is unstable, errors occur, business processes are disrupted, users cannot perform required actions, or consultation is needed on configuration, administration, or use of functionality
An incident is a situation that affects the normal operation of the system or limits users’ ability to perform work tasks. This may be an error, unavailability of certain functions, a business process failure, or incorrect data display
Приоритет зависит от критичности ситуации для бизнеса: количества затронутых пользователей, влияния на ключевые процессы, степени ограничения работы и срочности восстановления системы. Чем выше влияние на работу компании, тем выше приоритет обращения.
Priority depends on how critical the situation is for the business: the number of affected users, impact on key processes, degree of work limitation, and urgency of system recovery. The greater the impact on company operations, the higher the request priority
This depends on the terms of the agreement and the selected support format. As a rule, under an active subscription or support agreement, regular submission of requests related to platform operation is available
