GST-hub shall provide application Support services for the GST-hub Platform in accordance with the terms of this policy. Users may contact GST-hub by email [email protected] at any time. GST-hub Support staff will be available for online support between the hours of 8:00 AM - 6:00 PM UTC+3. Support will be provided in English.
Support requests must declare a priority. Support is provided for the GST-hub Platform deployed in the SaaS production environment based on GST-hubs continuous deployment cycle.
GST-hub Support staff is available Monday through Friday 8 AM to 6 PM UTC+3.
Please note that once a case is logged with GST-hub Support and should we require additional information or a response from the customer with regards to that case, we will attempt to reach the customer 2 times before we will resolve the case. GST-hub Support will wait a period of 2 business days following the first request for response, indicating that the case will be placed on hold until we receive the information requested, if no response is received we will issue a further request, if after 2 more business days still no response is received the case will be set to “Solved”, you will then have 3 business days to re-open the incident before the incident will automatically go into “Closed” state. Should contact be made after this point a new case will be logged. Cases can be placed on hold at the customer request to cover reasonable long periods of accepted inactivity/communication.
Your cooperation and effort are necessary to provide you with the quality of service you desire—it is only by working together that we can ensure our customers receive the most value from GST-hub Support. If at any time during the resolution of a case a customer is unable to meet designated commitments or requirements, support may be suspended on the case until requirements can be met and a scheduled course of action arranged.
Priority Level - Determined while opening a new case based on the nature and impact of issue being reported.
The following chart serves as a guide to understand how GST-hub Support assigns each Case a Priority, as well as the Initial Response Time you can expect. A Case is an unplanned interruption or reduction in quality of service. Please note that “Response Time” does not necessarily mean the amount of time it takes to resolve or close an issue; it does, however, reflect how much time it takes for GST-hub to acknowledge and provide an initial response to the issue on best effort.
| Priority Level | Description | Response time frame | Status |
|---|---|---|---|
| Urgent Priority 1 | Production application is experiencing serious degradation in performance or functionality. |
24 hours | Urgent |
| High Priority 2 | Production application is down or is encountering a major malfunction that is affecting business and a high number of staff. |
16 business hours | High |
| Normal Priority 3 | Production application issue that has a moderate impact on business or functionality. |
24 business hours | Normal |
| Low Priority 4 | All other issues or questions with limited business impact. |
48 business hours | Low |