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 https://wialon.com/.*
Technical support is provided via the following channels:
- Automated online Wialon Help System. The system is available at: https://support.wialon.com after user email registration;
- Email: support@wialon.com;
- Phone numbers specified on the website;
- Online chat at the bottom right corner of the screen.
Gurtam technical support works for you 24/7, rendering qualified services and consultations.
Technical support is provided in five languages: English, Russian, Spanish, Portuguese and French.
Technical support in these languages is provided 5 days a week:
- Spanish and Portuguese 9 a.m. - 12 a.m. UTC+3;
- French 9 a.m. - 6 p.m. UTC+3.
The requests forwarded to profile teams and Technical Care (L2) (e.g. server administration issues, questions on device integration) are handled on weekdays from 9 a.m. to 6 p.m. UTC+3.
When sending a request to the Customer Service Center 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 your question refers to Wialon Local administering;
- Screenshots, graphic explanations, and log files are 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 WHS by clicking on the corresponding link at the end of the supporter’s message.
The Head of Customer Service Center can be contacted by email n.melnikov@wialon.com.
Gurtam is entitled to unilaterally and through 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 WHS by authorized persons only, to ensure the confidentiality of information received from Gurtam.
All the messages sent to (received from) the specified email 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 email 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.
*Wialon Pro technical support stopped on January 1, 2020.
Published 20.02.2023