Scope of the technical support service
The technical support service aims to ensure the correct operation and use of the software, assisting users in the event of incidents and enquiries relating to its operation.
The information set out below is provided for general information purposes only and is not binding.
Services covered
The technical support service includes the following:
- Handling and resolving technical issues that affect the normal use of the app.
- Providing user support for functional and operational queries regarding the program.
- Assisting with the installation, configuration, and updating of the program.
- Offering recommendations to optimise the use of the tool.
- Recording and reporting errors for correction in future versions of the program.
Availability
Support is provided through the channels established by the organisation and within the specified hours. Response and resolution times may vary depending on the nature of the enquiry, its complexity, the resources available and other circumstances.
Development requests
Program development (either by modifying existing features or incorporating new capabilities) is not part of the technical support team’s responsibilities. However, the team may collect and forward such requests to the development team or the relevant manager for evaluation, feasibility analysis and possible planning. The eventual implementation of these requests will be subject to prioritisation processes, the availability of resources and the criteria established by the organisation. As a result, it is generally not possible for the support service to guarantee their implementation or to set deadlines for completion.
Training requests
Standard support channels are primarily intended for incident management and operational enquiries. Any requirements for training or structured knowledge transfer, where necessary, can be arranged and organised separately in accordance with the procedures established by the organisation. To this end, you can view the list of courses or get in touch with the CYPE team.
Scope
Addressing issues related to infrastructure outside the scope of the software, and any substantial intervention on third-party systems that are not part of the supported solutions, fall outside the scope of the service.
Although guidance on the use of certain features may be provided during the provision of the service, decision-making regarding the objectives of the project developed with the software rests with the party responsible for the project.
