Rules of support

The main way to provide technical support — by email to helpdesk system at support@microimpuls.com. Referral is possible only with the current technical support contract, which spells out the terms of support and individual rules for solving problems.

After receiving the request, the system automatically generates a response, which is sent to the email from which the request was sent. The letter contains the contact number and a brief instruction for using the client portal.

Tracking of the status of the decision of the appeal is carried out through the client portal or via e-mail.

The response time to the application and the time during which the application is received depends on the level of technical support established in the contract.

The time to resolve the appeal depends on the complexity of the issue and the need to transfer the issue to the development department and other competent departments. The company’s specialists always and constantly make every effort to solve any problems that arise from the client, related to the operability of Microimpuls software products or services provided by the company.

Procedure for contacting the technical support service

For a high-quality and prompt solution, please follow the following rules:

1. When sending an email to support@microimpuls.com as a topic, always provide a concise and up-to-date description of the problem or issue that has arisen. Please do not include general words that do not reflect the subject matter, do not specify information that is not relevant to the issue, and do not use an empty topic.
2. When responding to a letter from technical support, or sending additional information on the appeal, please keep the number assigned by the system in the subject line. Through this mechanism, new communications on this issue will be preserved as part of the history of one appeal.
3. In the text of the appeal it is necessary to specify information identifying the client. In case of refusal to provide identifying information, the employee of the technical support department has the right to refuse to provide consulting services.
4. When referring to an error in the operation of software products, the text of the appeal should clearly formulate the question and describe the problem, describe the sequence of actions, attach a screenshot or error log, indicate other necessary conditions that lead to the problem.
5. Before submitting a request to the technical support service, it is necessary to study the information available on this issue: the manual of the software product, information on the forum and the site. If the problem is similar to the situation described in the documentation, but requires additional explanation, please indicate a reference to the original document when applying.
6. If the appeal contains several separate topics and questions, then divide it into separate appeals.
7. Receiving an automatic response from technical support is a 100% guarantee that the request has been received and will be processed in accordance with the regulations. Please do not duplicate the request again.

The issue may be postponed or the issue may not be resolved if:

• the described procedure for applying for technical support is violated;
• violation of the terms of the contract was found;
• the client did not provide sufficient information to resolve the issue;
• it is not possible to understand the meaning of the appeal;
• the question contains obscene or offensive expressions;
• this is not the responsibility of the technical support department.