Support Program​

Support Program​


At Onnet Consulting, we are committed to providing top-tier support with our services. Our Customer Success team shares the same vision as our products, delivering unparalleled performance, ease of use, and exceptionally fast, high-quality results.​

*Please note that only Subscription customers have a Service Level Agreement on support incidents. If you are not currently a ClickHouse Cloud customer – while we will try to answer your question, we’d encourage you to go instead to our community resources. ​

Maintenance and Support​

1. Custom code modifications developed by Onnet Consulting for the Customer will be under warranty and support for a period of 90 days from the official use of the system by Customer. After the maintenance period ends, both parties may continue to sign an appendix to this contract to provide support services for the subsequent period."

2. During the maintenance and support period after the system is officially in use, Onnet Consulting will arrange resources for continuous business hours support for the first 60 days and will conduct routine checks twice daily (once in the morning and once in the afternoon during business hours) for the following 30 days

3. During maintenance  & support period, Onnet Consulting will fulfill all requests related to software deployment by Onnet Consulting according to Customer's request to ensure the Contract conditions as well as the operating conditions of the software. Completely free software. Onnet Consulting commits to thoroughly repair all errors discovered during the warranty period until they meet requirements, although repairs may be extended beyond the warranty period.

Annual maintenance package

1. After the maintenance period ends, both parties will agree and sign an appendix to the contract to provide an annual maintenance package for the product

2. Scope of the maintenance package: 

  • Ensure that modified or newly developed work items operate smoothly throughout the maintenance period.
  • Adjust any issues arising during the software operation that fall within the scope of the contract.
  • Update new features and utilities developed for the software.
  • Update all forms to comply with changes from the Ministry of Finance.
  • Support in preparing end-of-period settlement reports, converting year-end balances, and carrying forward accounts to the next year.
  • Provide consulting support for accounting-related issues.

3. Payment terms:

The maintenance package is calculated as a full year from the date of signing the maintenance appendix and is to be paid in a single installment (once per year) within 10 (ten) working days from the date both parties sign the maintenance completion report.

>>> Onnet Consulting's Service Level Agreement (SLA) on Support