From OpenSCADAWiki
5. PROCEDURE FOR PROCESSING REQUESTS
- 5.1. The Requests are processed from 8 am to 5 pm (+2 GMT — at Kyiv, Ukraine) daily, except weekends. The answers to the questions are sent to the Customer by the question channel, from the list of channels of the TS package, and in the same period of time.
- 5.2. Upon receipt of the Request, Customer, in its turn, receives notification of the start of its processing.
- 5.3. The Requests are processed in order they are received. The maximum reaction term to the Request is determined by the TS package. The Requests with a high level of the criticality can be processed out of turn.
- 5.4. The Requests, from other channels (in particular — Jabber, phone and other) are not the official ones and such channels are considered only of personal and additional communication.
- 5.5. Resolution of the Problem can be postponed, or even impossible, for the following main reasons:
- a) it is impossible to reproduce the Problem and there is no access to the configuration of Customer;
- b) Customer does not provide enough information to solve the Problem;
- c) the Problem is presented incorrectly or discussion of the Problem is not constructive, respectively, the resolution is delayed because of delays in providing information upon the Request;
- d) the Problem needs in-depth diagnosis or is conceptual, which involves significant and long-term refinement or even revision of the concept.