1. Terms and Definitions:
1.1. Service — the site 1СFRESH.COM, which hosts an information technology service that includes computer programs of the 1C:Enterprise system (hereinafter referred to as Programs) operating via the Internet, information materials, and a forum.
1.2. Service Administrator is a legal entity System Administrator LLC, which ensures the operation of the service.
1.3. Executor — a legal entity System Administrator LLC, which provides services for connecting to the Service, maintenance and support, in accordance with the tariff plan posted on the website of the entrepreneur or organization.
1.4. User - an individual or legal entity that has entered into an agreement for the use of the Service with the Contractor.
2.1. Service Administrator
2.1.1. Ensures the operation of the Service around the clock, seven days a week, including weekends and holidays. The Service Administrator has the right to suspend access to the Service or individual Programs for all Users or individual Users for technological reasons (maintenance work, updating software or hardware, etc.), as well as in other cases provided for in this Agreement.
2.1.2. Provides access to the Programs of the Service within the selected tariff plan;
2.1.3. Performs software updates;
2.1.4. Performs regular backups of User data;
2.1.5. Provides the User with the opportunity to submit reports via communication channels with the involvement of special operators, if such an opportunity is provided for by the functionality of the Program and is included in the selected tariff plan;
2.2.1. Uses the phone number and e-mail of the User as the main method of communication with the User;
2.2.2. Conducts training of the User to work in applications;
2.2.3. Provides individual advice to the User on technical and methodological issues of using the Programs and the Service;
2.2.4. Investigates and solves problems that arise for the User when working in the Service;
2.2.5. Informs the User about changes in the functionality of the service;
2.2.6. Provides additional services in agreement with the User;
2.2.7. Charges the User for the Service in accordance with the selected tariff plan and the agreement concluded with the User.
Provides additional services in accordance with the tariff plans published on the Contractor's website.
2.3.1. Timely pays for the services of the Contractor in accordance with the contract and the selected tariff plan.
2.3.2. He is not entitled to transfer personal registration data (login and password) intended for authorization in the Service, and undertakes to ensure the safety and confidentiality of these data. All operations carried out in the Service using the User's login and password are considered to be carried out by the User. The Service Administrator is not responsible for the unauthorized use of the User's registration data by third parties.
2.3.3. Notified and obliged to take into account the fact that the software, other information materials to which he gets access within the Service, are the object of the exclusive right of 1C-Soft Firm and/or other copyright holders, are protected by intellectual property law and other relevant Russian and international laws.
3.1. The parties are responsible in accordance with the legislation of the Russian Federation.
3.2. For violation of the established procedure for the use of materials that are objects of intellectual property to which the User gains access in the course of using the Service, the User is liable in accordance with applicable law.
3.3. If the User violates the terms of the Agreement, the Service Administrator has the right to suspend access to the Service until the User eliminates the violations and compensates the losses caused to the Service Administrator by such a violation in full and / or unilaterally terminate the Agreement with a corresponding notice to the User.
3.4. The Service Administrator is not responsible to the User and third parties for:
3.4.1. Disclosure of information that arose through no fault of the Service Administrator, or became necessary under the laws of the Russian Federation, at the request of the authorized state bodies.
3.4.2. Any direct and indirect results obtained by the User during the use of the Program, which are provided only on an "as is" basis. The User uses the information, the Program and the Service voluntarily, subject to the full assumption of all risks and consequences associated with their use.
3.4.3. Compatibility of software products, access to which is provided during the provision of services, with the specific hardware and software of the User.
3.5. The total responsibility of the Service Administrator is limited to the amount of money paid by the User under the agreement to the Contractor as payment (at the established cost of the Tariffs published on the page https://www.sys-admin.su/?page_id=71 ) for access to the Service for the month preceding the moment of the User's claim.
3.6. The Parties are released from liability for violation of the terms of the Agreement if such violation is caused by force majeure circumstances (force majeure), including the actions of public authorities, fire, flood, earthquake, other acts of God, massive power outages, strikes, civil unrest, riots, any other circumstances that may affect the execution of the Agreement and beyond the control of the Parties.
3. Procedure for ordering a service.
2.1. The basis for the performance of work is the request of the Customer sent via the Communication Channels in the manner prescribed by these regulations. The time of acceptance of such a request is the time of its receipt by the Contractor. The time spent by the Contractor on the road to the Customer is taken into account as the time spent on solving the problem, but is not taken into account in the response time.
2.2. Only a registered Customer can order the service and only by sending an application from a registered e-mail address to the address firstname.lastname@example.org.
3. Procedure for the provision of services.
3.1. The customer is obliged to formulate the request in as much detail as possible with the provision screenshots, a detailed description of the procedure, etc.
3.2. At the request of an employee of the Contractor, the Customer is obliged to provide access to his computer using the program TeamViewer . At the same time, the time spent explaining to the Customer's employee how to download this program and how to install it is taken into account as the time for the provision of the service.
3.3. The speed of the program on the customer's computer should be maximum, since all the time spent waiting for the execution of operations on the customer's computer is taken into account in the time spent on the call.
3.4. The service is provided in two ways:
3.4.1. By email. An employee of the Contractor may refuse to consult if the question is not formulated correctly according to the understanding of the employee of the Contractor, and for a correct answer it is necessary to have a connection to the workplace of the Customer's user.
3.4.2. Through a telephone conversation in parallel with the connection to the workplace of the Customer's employee using the program TeamViewer.
3.5. Depending on the current needs of the Customer, the Contractor provides the 1C Support Line service in two formats:
- The first line of 1C support involves the support of a 1C consultant, including an accountant-specialist in 1C.
- The second line of 1C support involves advice and assistance from a 1C programmer.
If in the process of providing the service it turns out that the Customer has a problem due to the fact that there is an error in Configurations, in the Customer's equipment, in the database structure, then the Contractor's employee informs the Customer's employee that in order to solve this problem, the request must be transferred to the second support line. It means that:
3.5.1. The service has been provided, and further correction requires the intervention of 1C programmers or equipment specialists, or engineers of a different type, which, as a result, entails an increase in the cost of solving the problem.
3.5.2. The 1C Support Line service has been completed, and the Customer is obliged to pay for it even if the problem is not completely eliminated.
3.5.3. The customer has the right to agree or not to agree to the transfer of the appeal to the second line of support. The work performed by the second line of support may be paid or free of charge, depending on the concluded contracts for subscription services, of which the Customer will be notified before starting any work on the second line of support.
3.6. In the event of a complex issue that requires consultations of the Contractor's specialist with the developers or methodologists of 1C, the answer will be given after some time has passed (in a way convenient for you: telephone, fax, e-mail) based on the explanations received from them. At the same time, the time spent on obtaining consultations in the 1C company is not paid by the Customer.
3.7. An employee of the Contractor has the right to respond in writing by e-mail. If the answer completely satisfied the Customer, then the appeal is considered completed and is paid by the Customer based on the time spent 1/2 hour (30 minutes). If the Contractor's written response did not satisfy the Customer, and the Contractor's employee contacted the Customer by phone, the first 1/2 hour (30 minutes) are counted starting from the first minute of the phone conversation, regardless of how much the Contractor spent on e-mail correspondence.
4. Standards for the provision of services.
4.1. For the "1C Support Line" service, the value of the "Response time" parameter is set to 30 minutes. This means that the Contractor's employee receives a period of no more than 30 minutes to fulfill the Customer's request.
4.2. The decision time within the framework of the 1C Support Line service is not defined. This means that the Customer's employee himself determines the period of time and parameters of his own satisfaction with the quality of the service. If the Customer suspects that the Contractor's employee is delaying the decision time, then he has the right to interrupt the provision of services and inform the Contractor's management about the improper performance of consulting services, or take other measures to reduce the decision time.
4.3. When several questions are received from one Customer at the same time, answers to questions are prepared sequentially.
5. Procedure for payment for the service.
5.1. The order of the service is the Customer's consent to pay for the service at the prices valid on the day the order starts to be executed.
5.3. After the request is closed by the Customer, or automatically closed, an invoice is issued for the services rendered.
5.4. Payment of the invoice is made within 10 (ten) days after its issuance.
6. Dispute resolution.
6.1. In the event of disputes, the parties are obliged to notify each other and through negotiations using the recording of telephone conversations, the archive of e-mail correspondence, recorded sessions in the TeamViewer program, try to find a compromise.
7. Other conditions.
7. 1. The service is consulting, the final decision on the issue is made by the client independently.
7.2. Issues resolved within the framework of this service relate only to the aspect of the rules for using standard mechanisms in the Configuration to reflect correct (from the point of view of legislation) operations (issues of interpretation of the tax code and other issues do not apply to this service).