Scope and start
Work follows a contract and specification covering systems, access, stages, deadlines, acceptance and responsible contacts. The client provides agreed access and backups unless backup creation is separately ordered. Additional scope requires prior agreement.
Hours and priorities
Standard hours are weekdays 09:00–18:00 Almaty time. Plan response means processing begins. Recovery depends on cause, access and third-party providers. 24/7 P1 is optional. Priorities and hours are listed in support plans.
Price and payment
Prices cover engineering; licenses are separate. Current pricing is VAT exempt. One-off work is prepaid; projects use a 50% deposit or agreed 30/40/30 stages. Urgent/out-of-hours work ×1.5; weekends/holidays ×2; travel outside Almaty +{{surcharge:outsideAlmaty}}. Combined surcharges require agreement. Minimum support term is 3 months; termination notice is 30 days.
Acceptance and records
Deliverables follow acceptance criteria with an act and report. Reasoned objections are due within 5 business days; the contract defines final acceptance. E-invoices and closing documents follow applicable deadlines agreed with accounting.
Warranty and limits
Setup warranty is 30 days; agreed implementation is 90 days within specification scope. Software modification, hardware, unapproved changes and vendor resolution timing are excluded. Backup responsibility applies only when expressly included with a recovery test. Liability limits and exceptions follow the contract and mandatory rules.
Confidentiality
Contractual confidentiality is 3 years. Client data stays on an agreed Kazakhstan platform. Incident-notification procedure and deadlines are contractual; proposed client notification is within 24 hours of discovery. Version: 14 Oct 2026.