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Technical support and maintenance |
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Hereby, «ASCON-Design Systems LLC» (TIN: 7801619483) (hereinafter referred to as the Copyright Holder or the Developer), being the manufacturer and copyright holder of the KOMPAS-3D / KOMPAS-3D Home / KOMPAS-3D Educational Version software (including all software components, libraries and applications) (hereinafter also referred to as the Software), confirms the accuracy of the information provided about the program and the compliance of the software with the requirements of RF Government Resolution No. 1236 of 16 November 2015, as well as the additional requirements stipulated by Resolution No. 325 of 23 March 2017 "On Approval of Additional Requirements for Computer Programs and Databases, Information about Which is Included in the Register of Russian Software, and Amendments to the Rules for the Formation and Maintenance of the Unified Register of Russian Computer Programs and Databases", specified in paragraphs 16 and 17, in particular:
•The program can be installed and used throughout the Russian Federation and has no restrictions, including licensing restrictions, for operation in Crimea and Sevastopol.
•The program is provided with warranty support from the Copyright Holder. Technical support is not provided to organizations controlled by foreign legal entities or individuals.
•The program does not have forced updating or control from abroad, including not using program code elements from repositories located outside the territory of the Russian Federation.
•The program allows modernization to be carried out by Russian companies not under the control of foreign legal entities or individuals within the territory of the Russian Federation.
•The program does not carry out unauthorized transfer of information, including technological information, including to the manufacturer.
Technical support for KOMPAS-3D
Technical support for KOMPAS-3D (including all software components, libraries and applications) depends on the type of license used and is carried out in accordance with the current rules for providing technical support, as specified on the Copyright Holder's technical support website support.ascon.ru.
Methods of providing technical support:
•Through the End User's personal account on the technical support website on the Internet portal http://sd.ascon.ru (service ServiceDESK — user support automation system (further — SAS) (The section is available after registration). To access your personal account, you must provide contact information for the person or group of people who will be responsible for communication with the SAS and will be registered in the system ServiceDESK.
•By email SAS: support@ascon.ru.
•By phone numbers: 8 (800) 700-00-78 (free in Russia), 8 (812) 703-39-34.
•Through an online user conference (User forum): http://forum.ascon.ru.
The Copyright Holder provides warranty support for KOMPAS-3D for one (1) calendar year from the date of lawful transfer of a permanent software license. For a temporary license, as well as a license provided as a Service Pack or a License Fee for an Service Pack, warranty support is provided for the duration of the respective licenses. The full scope of rights and restrictions regarding software use is set forth in the license agreement with the Copyright Holder, signed by the User during program installation (by selecting "I accept the terms of the License Agreement» during software installation and clicking the "Install» button, the User unconditionally agrees to the terms of the License Agreement with the User) (hereinafter referred to as the "License Agreement»).
License types:
•A permanent license (or full-featured permanent license) is a fully functional license, not limited in time of use, granted by the Copyright Holder on a non-refundable basis for the entire term of the exclusive rights under the terms of the license agreement.
•A temporary license (or a full-featured temporary license) is a fully functional license, limited in time of use, provided by the Copyright Holder for a period exceeding one month under the terms of the license agreement.
•A license designated as a Service Pack License Fee (hereinafter referred to as a «SP») is provided for each existing software license and entitles you to all updates released by the Copyright Holder during the validity period of the SP, as well as warranty support for that period. The term is specified in the contract or agreement with the Copyright Holder and/or its authorized representatives. The expiration date of the SP is specified by the Copyright Holder in the license file. Upon expiration of the specified period, the SP may be extended by purchasing a new SP for the required period.
Warranty support includes:
•Receiving, recording and analyzing comments and suggestions regarding the operation of the software, which can subsequently be used and incorporated into the software, including in the form of updates;
•Elimination of identified errors and malfunctions that make it impossible to use the useful properties of the software (blocking errors);
Technical support at the «warranty» level is provided in the following mode:
Level of technical support |
SAS working hours, days per week/hours per day |
Response time to request, hour. |
Frequency of submission of operational data, hour. |
Time to resolve the request, hour. |
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Warranty |
5/8 |
8 |
16 |
40 |
Services provided within the technical support levels:
Service description |
Level of prevalence |
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ASCON SAS website personal account. Registration in the SAS personal account is available to users of all ASCON software products. |
Warranty |
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Providing general information about the company's software, products, and services, as well as partners. Answering questions or forwarding them to relevant specialists for further response. |
Warranty |
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Consultations on basic software functionality. Brief consultations on the availability and features of functionality, followed by links to documentation/help. This does not constitute software training. |
Warranty |
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Consultations on software installation and launch. On supported software (operating system) and hardware. |
Warranty |
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Analyzing problematic situations and providing recommendations (workarounds) for their resolution. Reproducing and analyzing the client's situation to provide a solution (direct or workaround) and escalating reproducible errors to second-line support. |
Warranty |
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Providing fixes for known and blocking bugs. SP, HotFix, instructions, or other solutions for known errors. |
Warranty |
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Receiving feature development suggestions. Formulating feature development proposals and forwarding them to second-line support. |
Warranty |
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Receiving support requests by office phone and by number 8 (800) 700 00 78. Received requests are registered in ServiceDESK. |
Warranty |
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Accepting support requests via email. The client is registered in ServiceDESK and record a request for it. |
Warranty |
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Adding frequently asked questions to the SAS knowledge base (FAQ). Articles are created by second-line support specialists at the suggestion of first-line specialists. |
Warranty |
Errors in the program are recorded in the Copyright Holder's closed internal requirements management system and then corrected.
The copyright holder undertakes to provide, upon request, detailed information about modifications to the acquired versions of the software, the emergence of new versions and new components.
OOO«ASCON Design Systems»
Taxpayer Identification Number (INN) 7801619483
Tel.: (812) 703-39-34
Postal address: 199155, RF, Saint Petersburg, p.o. Box 4
Web server: www.ascon.ru
Technical support web server: support.ascon.ru
Technical support email: support@ascon.ru
E-mail: info@ascon.ru
For additional information, clarification regarding the provisions of the Agreement and other issues related to the use of KOMPAS-3D, you can contact us at: pravo@ascon.ru.
Technical support for KOMPAS-3D Home
The KOMPAS-3D Home license is valid for one (1) year from the date of activation. Activation instructions are provided in the accompanying documentation. The registration code identifying you as the End User may only be used once and cannot be transferred to another third party after license activation.
The Copyright Holder provides warranty support for KOMPAS-3D Home for one (1) calendar year from the date of lawful transfer of the permanent software license. The full scope of rights and restrictions regarding software use is set forth in the license agreement with the Copyright Holder, signed by the User during program installation (by selecting «I accept the terms of the License Agreement» during software installation and clicking the «Install» button, the User unconditionally agrees to the terms of the License Agreement with the User) (hereinafter referred to as the «License Agreement»).
Technical support for KOMPAS-3D Home (including all software components, libraries and applications) depends on the type of license used and is provided in accordance with the current rules for providing technical support, as specified on the Copyright Holder's technical support website support.ascon.ru.
Methods of providing technical support:
•By email of SAS: support@ascon.ru.
•By phone numbers: 8 (800) 700-00-78 (free in Russia), 8 (812) 703-39-34.
•Through an online user conference (User forum): http://forum.ascon.ru.
Errors in the program are recorded in the Copyright Holder’s closed service requirements management system and then corrected.
The copyright holder undertakes to provide, upon request, detailed information about modifications to the acquired versions of the software, the emergence of new versions and new components
OOO«ASCON Design Systems»
Taxpayer Identification Number (INN) 7801619483
Tel.: (812) 703-39-34
Postal address: 199155, Russian Federation, St. Petersburg, p.o. box 4
Web-server: www.ascon.ru
Technical support web server: support.ascon.ru
Technical support email: support@ascon.ru
E-mail: info@ascon.ru
For additional information, clarification regarding the provisions of the Agreement, and other issues related to the use of KOMPAS-3D Home, you can contact us at: pravo@ascon.ru.
Technical support for KOMPAS-3D Educational version
The KOMPAS-3D Educational version license can be used from the moment the software is installed until the date specified in the License Agreement.
The Copyright Holder provides warranty support for the KOMPAS-3D Educational Version for 1 (one) calendar year from the date of lawful transfer of the permanent software license. The full scope of rights and restrictions on the use of the software is set out in the license agreement with the Copyright Holder, signed by the User at the time of installation of the program (the User's choice of item «I accept the terms of the License Agreement» when installing the software and clicking the «Install» button, this means the User’s unconditional consent to the terms of the License Agreement with the User (hereinafter referred to as the License Agreement).
Technical support for KOMPAS-3D Educational version (including all software components, libraries and applications) depends on the type of license used and is provided in accordance with the current rules for providing technical support, as specified on the Copyright Holder's technical support website support.ascon.ru.
Methods of providing technical support:
•By email of SAS: support@ascon.ru.
•By phone numbers: 8 (800) 700-00-78 (free in Russia), 8 (812) 703-39-34.
•Through an online user conference (User forum): http://forum.ascon.ru.
Errors in the program are recorded in the Copyright Holder's closed internal requirements management system and then corrected.
The copyright holder undertakes to provide, upon request, detailed information about modifications to the acquired versions of the software, the emergence of new versions and new components.
OOO«ASCON Design Systems»
Taxpayer Identification Number (INN) 7801619483
Tel.: (812) 703-39-34
Postal address: 199155, Russian Federation, St. Petersburg, p.o. box 4
Web-server: www.ascon.ru
Technical support web server: support.ascon.ru
Technical support email: support@ascon.ru
E-mail: info@ascon.ru
For additional information, clarification regarding the provisions of the Agreement and other issues related to the use of KOMPAS-3D Educational version, you can contact us at: pravo@ascon.ru.
