Technical support rules
1.1. Support is provided on working days from 10:00 to 18:00 Riga time (GMT+3).
1.2. Support is provided in the following form:
a) оprocessing of the inquiries
b) informing the User about planned activities related to technical maintenance of the System.
1.3. For the purposes of record keeping the appeals the access to the client portal https://portal.amber.aero is provided to the Users.
1.4. Processing of inquiries is performed according to the present Rules of technical support.
1.5. The parties adhere to the following general procedure of interaction in case of detection of defects in the System:
1.5.1. Notifications about detected defects are posted by the authorized employees of the User on the Client portal. The Technical Support Service has the right to refuse to process the defect message if there are no defect messages on the Client portal.
1.5.2. In case of inaccessibility of the https://portal.amber.aero Client portal, the application shall be sent to the support@amber.aero e-mail address.
1.5.3. The User undertakes to provide a detailed description of the circumstances of defect occurrence, information sufficient to check these circumstances and to give priority to the inquiry according to Table 1:
Table 1: Priorities
|
Priority |
Standard |
|
Blocker |
The software is compromised, not functioning, cannot be managed by system administrators and operators; the negative effect is manifested for a large number (or all) end users.
Examples: ● site is unavailable ● orders cannot be opened ● search does not work |
|
Priority 2: Critical |
One (or more) key element of the System is inoperable, which leads to a significant loss of service and inability to use the System by a large number (or all) of end users. Using the System in the usual mode can lead to material losses in relation to a large number (or all) end users.
Examples of inquiries with Priority 2 (including but not limited to): ● Pricing problems, incorrect calculation of discounts / charges / commissions which affects a large number of bookings ● Information about services displayed on the website and in outgoing documents is not trustworthy (wrong time and/or date of departure, wrong flight number, information about baggage allowance, exchange/return conditions, Fare Rules). ● Massive problems with the ticketing after successful payment ● The ticketing is started without payment ● Problems with fare families (one fare is selected, but eventually another one with a different level of service is booked). ● Sharp declines in speed and performance, response speed slowing down multiple times, freezes after updating ● The setting has an undocumented property and blocks the operation of frequently used functionality, which can lead to material losses or slow down the request processing time for a significant group (or all users). |
|
Priority 3: High |
One or more elements of the System are inoperable or have a noticeable effect on performance. Using the system in normal mode may cause material losses to users. Using the System is possible, but requires additional control for normal risk management. |
|
Priority 4: Average |
The system does not operate as expected according to the description, the service is partially reduced. The defect has a periodic but not permanent effect on the optimum performance. |
|
Priority 5: Low |
Cosmetic defect, minor problem in documentation. The system is functional, but the defect has little effect on performance (sub-optimal performance). |
1.5.4. The Technical Support Service checks the inquiry and diagnostics and if the defect is confirmed on the basis of the situation analysis, assigns a category to the inquiry and also informs the User about forecasted terms of defect correction according to Table 2:
Table 2. Reaction time and target solution time (for clients)
|
Priority |
Reaction time |
Target solution |
|
Priority |
30 minutes |
4 hours / targeted releas |
|
Priority 2 |
1 hour |
8 hours / targeted release |
|
Priority 3 |
1 day |
Targeted release or the next planned release |
|
Priority 4 |
5 days |
Consideration for inclusion in the next planned release |
|
Priority 5 |
7 days |
Consideration for inclusion in the next planned release |
1.5.5. After receiving the inquiry from the User, notifications on the work progress will be sent by the Technical Support Service to the e-mail of the User. The User can also monitor the status and actual state of the inquiry at https://portal.amber.aero Client portal.
1.5.7. If the Technical Support Service needs clarifications and additional information on the essence of the inquiry to eliminate the defect, the User will receive a corresponding request within the framework of the request created earlier on theе https://portal.amber.aero Client portal.
1.5.6. If the Technical Support Service requires appeals to the technical services of the third parties for elimination of the defect, waiting for reply from which leads to non-fulfillment of the defect correction terms declared by the Technical Support Service, the User shall be notified about the reasons of delay and current status of the inquiry.
1.5.8. Correction of non-critical defects will be performed by the Technical Support Service in a working order and shall be introduced into the System with regular scheduled System updates, performed not more than once a month.
1.5.9. Critical defects (problems with operation of the main functional components of the System, implying the probability of real financial loss by the User as a result of transactions made through the System, problems, making it impossible to use the System).