Gurtam technical support Regulations

Technical support is available to all users of Gurtam software products.

Technical support for local versions of Gurtam software (the one deployed on users’ servers) is rendered for five years since the moment of the corresponding version release. Release dates of Gurtam software new versions are published on Gurtam official website*

Technical support is provided in four languages: English, Russian, Spanish and French.

Technical support is provided via the following channels:

Gurtam technical support works for you 24/7, rendering qualified services and consultations.

Technical support in these languages is provided 5 days a week:

  • Spanish 9 a.m. - 12 a.m. UTC+3;
  • French 9 a.m. - 6 p.m. UTC+3.

Requests on the devices configuration as well as questions on the maps are processed separately. Such issues are handled on weekdays from 9 a.m. to 6 p.m. UTC+3.

When sending a request to Gurtam technical support service a customer (user) should provide the following information:

  • Detailed description of the issue;
  • The product that you have an issue with and its version;
  • Particular items relating to the issue (unit, report template, time interval, etc.);
  • Actions that caused the problem;
  • ssh access to the server if you are having an issue with server administration;
  • Screenshots, graphic explanations, and log files is a plus.

In order to solve the issue in a timely manner the customer (user) should follow all the recommendations of technical support specialists and provide the necessary additional information.

One ticket/request should contain only one question. If there are several issues, a separate ticket should be created for each of them.

A ticket is considered as handled and preliminary closed after sending a response to the customer.

The response time is counted from the customer’s last received message.

After resolving the issue, the customer can evaluate the quality of specialist’s replies by rating them from 1 to 5 and leaving a comment in GHS (which they can do by clicking on the corresponding link at the end of the supporter’s message).

Gurtam is entitled to unilaterally and though extrajudicial procedure change the present Regulations and its annexes. The users can get acquainted with the new version of the Regulations and its annexes as soon as they are published on the Gurtam official website. The changes are valid as soon as they are posted on the Gurtam website. Gurtam is under no obligation to additionally notify users about the Regulations’ and its annexes’ changes. Each time using the Gurtam software, the User undertakes to read the Regulations and its annexes current version. The continuing use of the Gurtam software would mean that the User accepts the changes made.

The customer undertakes to ensure the use of electronic correspondence in the GHS by authorized persons only, to ensure the confidentiality of information received from Gurtam.

All the messages sent to (received from) the specified e-mail of a client are acknowledged as received from (sent to) the customer. The customer bears all responsibility for losses, other adverse consequences caused by the illegal usage of the specified e-mail address.

While talking to the technical support specialists, the user is committed to adhere to the standard courtesy norms. In case of discourtesy or other rude behavior, Gurtam is entitled to consider the refusal to provide the user with technical support without any making-up.

Services and terms of their rendering

Services / terms of rendering Start Premium Unlimited
Query response time 8 hours 4 hours 4 hours
Issues, concerning Wialon macro and micro elements Available Available Available
Issues, concerning converting and placing maps for the WebGIS server Available Available Available
Placing new maps of supported formats Available Available Available
Supporting scripts relevance (incoming data decomposition algorithms) for supported hardware types Available Available Available
Consulting on Wialon server products functionality, related to administration issues Available Available Available
Setting up modems for working with Wialon server products N/A N/A Available
Configuring backup for Wialon server solutions N/A N/A Available
In case of Wialon server solutions failure Recommendations
on restoring
on restoring
After crush

*Wialon Pro technical support has been stopped on January 1, 2020.

Published 04.03.2019

Download technical support Regulations (.pdf)