Support
RED SOFT specialists will answer your questions by phone and on the technical support portal
+7 (800) 200-48-02
Support levels
| Options |  Standard |  Extended | |
| Number of requests | No restrictions | No restrictions | |
| Channels for receiving requests | Help desk, e-mail, phone | Help desk, e-mail, phone | |
| Phone opening hours | Workdays from 09:00 to 18:00 (UTC+3) | Workdays from 09:00 to 18:00 (UTC+3) | |
| Help desk opening hours | 24/7 | 24/7 | |
| Request processing mode | Workdays from 09:00 to 18:00 (UTC+3) | Workdays from 09:00 to 18:00 (UTC+3) (24/7 for "Urgent" priority request) | |
| Access to the knowledge base |  | | |
| Access to security updates | | | |
| Software upgrades (including major versions) | | | |
| Remote administration | (within 30 days from the date of commencement of technical support) | | |
| Urgent bug fixes for critical incidents (applicable for a request prioritized as "Urgent") | | | |
| Stand by cluster administration |  | | |
| Development of recommendations on server performance optimization (operating system, processors, RAM, disk subsystem; within the framework of Software Documentation) | | | |
| Development of recommendations to optimize software operation and increase software performance (within the framework of Software Documentation) | | | |
| * if technically feasible |
Options
STANDARD
Number of requests
No restrictions
Channels for receiving requests
Help desk, e-mail, phone
Phone opening hours
Workdays from 09:00 to 18:00 (UTC+3)
Help desk opening hours
24/7
Request processing mode
Workdays from 09:00 to 18:00 (UTC+3)
Access to the knowledge base
Access to security updates
Software upgrades (including major versions)
Remote administration
(within 30 days from the date of commencement of technical support)
Urgent bug fixes for critical incidents (applicable for a request prioritized as "Urgent")
Stand by cluster administration
Development of recommendations on server performance optimization (operating system, processors, RAM, disk subsystem; within the framework of Software Documentation)
Development of recommendations to optimize software operation and increase software performance (within the framework of Software Documentation)
* if technically feasible
Options
Extended
Number of requests
No restrictions
Channels for receiving requests
Help desk, e-mail, phone
Phone opening hours
Workdays from 09:00 to 18:00 (UTC+3)
Help desk opening hours
24/7
Request processing mode
Workdays from 09:00 to 18:00 (UTC+3) (24/7 for "Urgent" priority request)
Access to the knowledge base
Access to security updates
Software upgrades (including major versions)
Remote administration
Urgent bug fixes for critical incidents (applicable for a request prioritized as "Urgent")
Stand by cluster administration
Development of recommendations on server performance optimization
Development of recommendations to optimize software operation and increase software
* if technically feasible