This document (“Support Policy“) is a binding application to the AccountingSuite End-User License Agreement (“EULA“). It outlines the terms of Software Maintenance and Upgrade Assurance (“SMUA“) under which we provide technical support.
Your use of our support services is subject to this Policy and the main EULA. Any capitalized terms used in this Policy have the same meaning as in the EULA. If there is a conflict between this Policy and the EULA, the terms of the EULA will control.
Contacts
AccountingSuite is an international software product available in multiple countries. The distribution rights for the Middle East, Asia and Africa regions belong to TransNational Computer LLC (“Licensor“, “TNC“), a company that has been operating in the UAE and it has a partner network all over the world..
Website: https://accountingsuite.io
Developer: 1C Company https://1c-dn.com
Support Forum: https://accountingsuite.io/forum/
Supported languages
English.
If you need your country language support, please contact your local partner.
Definitions
“SMUA”. Software Maintenance and Upgrade Assurance.
“SLA (Service-level agreement)“. A commitment between Licensor and the Partner or Customer.
“NFR“. Not For Resale. On-premises version for partners and customization developers.
“Customer”. An end user of the Product.
“Product”. The AccountingSuite software licensed to Customer.
“Partner“. A legal entity that has an agreement with 1C Company or TransNational Computer to sell and support Product.
“Support Team” means the internal team of qualified support engineers or other personnel employed or contracted by the Licensor, whose responsibility is to provide technical support services for the Product to Licensees with active subscription plans, in accordance with the terms of EULA Agreement and the applicable Support Policy.
“Initial response”. A response from technical support that acknowledges the ticket, provides clarification questions, or gives an estimated time for investigation.
“Initial response time”. The number of hours (or days) elapsed between the time a Customer submits a ticket and the time a support engineer responds to Customer (measured in business hours).
“Bug” or “Error“. A problem with the Product to the extent that it fails to comply with the documentation provided by AccountingSuite.
“Feature request”. A request to add new functionality or modify existing functionality.
“Out-of-the-box”. A feature or functionality of Product that works immediately after or even without any special installation, any configuration, or modification.
“Major release”. A product release that provides new or additional features and/or functions. In a major release, the third part of the version number is incremented: x.x.X.x.
“Maintenance release”. A product release that provides bug fixes, corrections, patches, and/or updates of Product. In maintenance releases, the fourth part of the version number is incremented: x.x.x.X.
“Update“. It shall mean a release of the Product that AccountingSuite makes available to its subscribers, which may include error corrections, patches, functional enhancements, or new features.
“Methodological Support“. It shall mean support related to accountancy, bookkeeping, operational procedures, or guidance on how to use the Product for specific business needs. This is not provided under this SMUA.
“Support Forum” (https://accountingsuite.io/forum/) means a discussion platform accessible to subscribers at designated “Community” subscription levels. The Forum is provided for the purpose of allowing users and partners to communicate, share experiences, and obtain product-related information. Access to the Forum is a benefit and not a guaranteed support channel. Support team does not monitor the Forum in real-time and provides no warranty, guarantee, or commitment regarding the accuracy of information posted therein or the speed of any response.
“AI ChatBot” means an automated, artificial intelligence-powered information and conversational system. The AI ChatBot is designed to provide automated responses to user inquiries by drawing from a knowledge base of Product’s documentation and support materials. The AI ChatBot is not a human agent and its responses are not guaranteed to be accurate, complete, or correct. The Licensor disclaims all liability for actions taken based on the AI ChatBot’s responses. Use of the AI ChatBot does not constitute a request for, or receipt of, Technical Support.
1. Scope
1.1. Support package
1.1.1. We only support products sold by Licensor (see the table below in this section). The primary support audience is Partners and Partners’ technical specialists. If you are not a Partner, please contact the Partner that provided the Product.
1.1.1.1. Technical and methodological support for a Customer is provided by the Partner that sold the Product to this Customer. This SMUA governs the provision of software updates and technical support for the core software product provided by Licensor to Partners.
1.1.1.2. Partners do their utmost to solve issues. Technical support for Partners is provided by the higher-level Partners or Licensor, for example:
- A Customer faced an issue. Support for the Customer is provided by the Reseller that sold the Product to the Customer.
- The Reseller purchased the Product from a Partner that developed the regional version of the Product. In this case, the Reseller can escalate the issue to the Partner.
- The Partner can, in turn, escalate the issue to Licensor’s (TNC) support, who may then escalate it to 1C Company support if it pertains to the core platform.
1.1.2. We support only the latest out-of-the-box releases of our products (for more information, see Supported product releases below). If your request is related to an earlier version of the Product, please update it to the latest version and check whether the issue is resolved.
1.1.3. Before contacting support, please consult our AI ChatBot and knowledge base (https://accountingsuite.io/docs/) for instant answers. Many common questions can be resolved immediately without the need to submit a ticket.
1.2. Support exclusions
Implementation & Consulting: Provided by your authorized implementation partner. Please contact them directly for setup, configuration, and business advice.
Technical Support: Provided by Licensor for verified software errors and bugs.
We do not provide support for:
- Third-party software or hardware integrated with Products.
- Customized Products, unless they are modified by Licensor specialists.
- Defects that appeared due to accidents, hardware malfunction, abuse, or misuse.
- Products with discontinued support and products having End-of-life status.
- Any 1C:Enterprise platform issues caused by failure of the Customer’s computer setup to meet the minimum system requirements.: https://accountingsuite.io/docs/system-requirements/.
- Performance optimization (except Premium paid support levels).
- Hardware configurations for servers, workstations, or networks.
- Methodological Support. Guidance on accounting practices, bookkeeping, tax compliance, operational procedures, or how to configure and use the Product for a customer’s specific business needs (except Premium paid support levels).
Note: Certain exclusions (e.g., performance optimization) may be offered under a separate Premium support agreement, which is not covered by this standard SMUA.
1.3. Customization
1.3.1. Licensor provides its Products “AS IS.” Licensor and does not support any third-party customizations of Licensor Products. Customization is any modification that changes the Product’s appearance or functionality compared to the Product version provided by Licensor.
1.3.2. If you need support provided for a customized Product, please see the customization process https://accountingsuite.io/help-support/customization/
1.4. Product maintenance
Bug fixes are usually provided with the next major product release, or with a maintenance release. Critical issues are addressed with hotfixes provided for specific product versions. We announce the availability of new releases on the AccountingSuite Support Forum – News and announcements topic. Please subscribe it to have email notifications.
1.5. Supported product releases
| Product | Supported releases |
| AccountingSuite | Latest release |
2. Process
2.1. How to submit issues
To qualify for AccountingSuite support, you must have a valid product license and active subscription with subscription owner type in AccountingSuite Portal.
Issues are to be submitted to support through AccountingSuite support portal, unless otherwise is specified in your subscription level. The support policy specifies the communication channels available for each subscription level.
You are required to provide the necessary information upon request for a faster resolution:
- Within the one ticket, one issue/problem is considered. Therefore, if there are several questions, it is necessary to create several separate requests (tickets). This is necessary to control the answer to each question and the possibility of consideration of questions by different specialists.
- In the subject of the ticket, specify the type and essence of the request using the template: <Type>:<The text of the question>. Types of requests:
- Error – when reporting an error.
- Feature request – a wish for improvement/development.
- Investigation – an investigation on the user base (be ready to provide access).
- Question – for other question’s types.
- Specify technical information (for on-premises, since there may be different old versions). It is recommended to take technical information from the program itself: upper right corner of the window – About:
- AccountingSuite release version number.
- 1C Enterprise platform release version number.
- Database operation mode (file, server), application type (thin, thick, web client).
- The DBMS used (in the server mode of the database).
- Describe the problem being solved (your case). This information is necessary to evaluate the method used to solve the accounting problem. It is necessary to describe:
- The task of the business process being solved.
- Actions performed.
- Expected result.
- What went wrong. How to reproduce the error.
- Please provide screenshots, files used, saved reports for maximum clarity of your problem.
2.2. Initial response time SLA matrix
| Issue type | Premium | Advanced | NFR | Community |
| Bug | As per individual agreement | 8 business hours | 16 business hours | Best effort |
| Feature request | As per individual agreement | 16 business hours | 32 business hours | Best effort |
| Other | As per individual agreement | 32 business hours | Best effort | Not supported |
2.3. Issue resolution and closure
2.3.1. Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising an available product fix.
2.3.2. If the Product was customized in any way, Support team may ask the Partner, in the course of attempting to resolve the issue, to remove any unsupported extensions or code. If the problem disappears upon removal of unsupported extensions or code, Support team may consider the issue to be resolved.
2.3.3. For issues outside of the scope of the support policy, Support team may close tickets by identifying the issue as outside of the scope of support service or arising from a version or usage case that is excluded from the support policy.
2.3.4. Support team may close the ticket due to lack of response, if the Partner did not respond to two or more attempts made by Support team to collect additional information required to resolve the issue. If Support team contacted the Partner twice and there was no response, the issue may be closed by Support team. If there is a significant delay (10 business days or more) in a response from Partner, Support team may close the issue.
2.3.5. Partners acknowledge that it may be necessary to update the installed version of the Product to a new version in case Support team decides to resolve the issue in this new version.
3. Subscription levels
All Partners with maintenance agreements in effect, regardless of the agreement level, are entitled to contact support via AccountingSuite support portal 24x7x365 and submit tickets related to Product.
To get support under proper agreement level, please make sure your mail address is registered against the Partner account at AccountingSuite Partners List. To be sure it happens it is advisable to register the ticket via the AccountingSuite Portal.
We offer 4 subscription levels (Premium, Advanced, NFR, and Community) to Partners and Customers.
3.1. Premium
The Premium level provides high-touch support to our top-tier partners and customers. This includes personalized and efficient service through a dedicated support engineer who will assist you from the initial request until it is completely resolved.
At this level, support can be provided as per individual agreement.
3.2. Advanced
The Advanced level provides software support services for the core product during business hours, along with updates to the products.
The cost for Advanced level subscription is calculated after license purchase as per current SMUA pricing policies in effect. Advanced support can be prolonged or upgraded to the Premium level at any time. When the Advanced support period expires, it is converted to Community.
3.3. NFR
The NFR (not for resale) level provides software support services for the core product during business hours, along with updates to the products. It is free during the first half year after purchase.
3.4. Community
The Community level provides software support services at best-effort basis, without product updates without an active paid subscription.
3.5. Subscription levels comparison matrix
| Service | Premium | Advanced | NFR | Community |
| Product Updates | Yes | Yes | Yes | No |
| Technical Support | As per individual agreement | Yes (8×5) | Yes (8×5) | Best effort |
| Methodological Support | As per individual agreement | Not Included | Not Included | Not Included |
| Communication Channels | As per individual agreement | Web Portal / Forum | Web Portal / Forum | Forum |
| Bug Fixing (in core product) | As per individual agreement | Next product update | Next product update | Best effort |
Important Note: This SMUA provides Partners and Customers with rights to software Updates and Technical Support for the core AccountingSuite product. It explicitly does not include Methodological Support for end-users. Partners are expected to provide Methodological Support to their customers under their own separate service agreements.
3.6. How to find out which subscription level I have?
Here are the guidelines for your own consideration:
- If you are not a AccountingSuite Partner or Customer yet., or use Trial Cloud subscription. Your subscription level is Community.
- If you are a valid AccountingSuite Partner and you purchased an NFR product less than 6 months ago. Your subscription level is NFR.
- If you are a valid AccountingSuite Partner and you purchased an NFR product more than 6 months ago and you have not purchased saleable products. Your subscription level is Community.
- If you are a valid AccountingSuite Partner or customer and you purchased a saleable product less than 12 months ago. Your subscription level is Advanced.
- If you are a valid AccountingSuite Partner or Customer and you purchased a saleable product more than 12 months ago and you have not paid for technical support beyond that period. Your subscription level is Community.
- If you are a valid AccountingSuite Partner or Customer and you have paid for the Advanced technical support and the paid period is not finished yet. Your subscription level is Advanced.
If you have doubts on your subscription level, feel free to ask the technical support about this.