Якщо ви тільки розбираєтеся з термінологією, почніть з іншого нашого матеріалу — «Підтримка BAS і 1С: налаштування, доопрацювання та впровадження». Там пояснюється різниця між чотирма видами робіт загалом, а тут ідеться саме про склад нашого абонентського супроводу.
Support is a subscription, not purchased hours
The key to understanding: the subscription fee is not an advance payment for a specific number of working hours. It is a payment for the fact that your system is being maintained, and specialists are assigned to you who respond within a guaranteed time.
The subscription includes:
- scheduled work and installation of updates without separate requests — you do not need to remind about them;
- notifications about the release of platform and configuration updates;
- assigned specialists and guaranteed response time;
- reserved hours for work provided by the package.
The subscription fee is paid regardless of the number of requests during the period. Unused hours do not carry over to the next period: package hours are a reserved amount of work for you, not a product that you purchased in advance.
Three levels of service
We do not create a single package "for everyone." Different companies require different depths of support, and it is not worth paying for what is not needed.
"Support" — for individuals and small companies with one file database. This is the technical minimum: the system works, updates are installed, the database is maintained.
"Standard" — for small and medium enterprises. User consultations, minor adjustments, administration, monitoring, and work with third-party modifications are added.
“Business+” — for medium and large businesses. The same set of tasks, but with a larger number of databases, 24/7 acceptance of critical incidents, and the ability to conduct development in multiple streams.
Technical errors: what we fix
The technical errors that are fixed within the support include:
- the database does not start or open;
- damage to the information database;
- license, protection key, and session errors;
- user connection issues to the database;
- freezing and blocking;
- platform errors, especially after updates.
Important nuance. Errors in the standard configuration made by its developer are not included in the support. We do not rewrite someone else's standard code at our expense: we report the error to the configuration developer and install the corrected release as soon as it is available. If waiting for the release is not possible, a temporary fix is performed as a modification and is assessed separately.
Regulatory work: what you do not see
This is the least noticeable and most undervalued part of the support. The user does not notice the regulatory work until the database starts to lag or it becomes clear that backups have not been created for a long time.
For all databases:
- testing and fixing the information database;
- recalculation of totals;
- checking the execution of regulatory tasks of the configuration;
- checking for the presence of current backups;
- monitoring the size of the database and the registration log.
For server databases additionally:
- updating DBMS statistics;
- defragmentation of indexes and reindexing of tables;
- clearing the procedure cache (MS SQL Server) or VACUUM and ANALYZE (PostgreSQL);
- monitoring the size of the transaction log;
- clearing session data and the 1C server cache;
- checking the operation of the 1C server cluster.
That is why the server hosting option is more expensive: the volume of mandatory work is greater.
The frequency depends on the size and load of the database. We agree on the execution time with you separately, as some work requires exclusive access to the database or significantly loads the server. At the agreed time, this work is billed without a markup.
Monitoring: upon request or proactively
By default, technical errors are resolved upon your request. Continuous monitoring of the system is not included in the support automatically, and we state this directly to avoid creating false expectations.
In the "Standard" and "Business+" packages, monitoring is possible if a monitoring system can be set up on your infrastructure. The list of monitored indicators and the notification procedure are agreed upon separately. When monitoring is triggered, we register the incident ourselves, without waiting for someone from your staff to report it.
Response time and critical incidents
Response is the registration of a request and the assignment of a responsible specialist. This is not the time to resolve the issue: it is impossible to estimate the repair time before diagnosis, and promising a specific figure here would be dishonest.
Response time is counted in working hours (Mon–Fri 9:00–18:00). A request received outside of working hours is considered to have been received at 9:00 on the next working day.
Critical incidents in the package "Business+" — a separate story. An incident is considered critical if:
- the database does not start;
- user operations are halted;
- a report is not generated;
- documents are not processed, and this halts the operation of the accounting area: sales, shipping, payroll calculation.
Such requests are accepted around the clock, but only through two channels: by phone to the on-call specialist or via a request marked "Critical." Messages in messengers during non-working hours are not considered critical requests — at night, no one will see them, and it is better to be honest about this than to create the illusion of a 24/7 chat.
Response to a critical incident — 15 minutes, resolution begins no later than one hour.
Consultations, configurations, administration
In the "Standard" and "Business+" packages, support includes:
- user consultations on standard functionality;
- minor configurations using the program's built-in tools: report options, accounting policy, warehouses, cash registers, bank accounts, parameters of accounting areas;
- administration: creating and blocking users, standard roles and access profiles, installing and updating the platform client on workstations, installing and updating FREDO Report, FREDO DocMen, and M.E.Doc, configuring standard exchanges with the bank and reporting services.
Configuring an entire accounting area — for example, launching the production block in BAS UNF — is already an independent task, not a minor configuration. It is assessed separately.
Updates: conditions to be aware of in advance
Updates are installed if there is:
- a licensed version of the software product;
- current subscription for information technology support (ITS BAS).
Without a current ITS subscription, updates are not installed — this is a requirement of the vendor's licensing policy, not our decision.
Separately about modified configurations. Updating the standard database is a standard procedure. Updating a database that has been removed from support is no longer a standard procedure: it is necessary to compare the release changes with the modifications made, transfer and adapt the code, test the modified functionality and related reports. Therefore, for such configurations, there is an additional charge to the subscription fee, and code adaptation is assessed separately.
From this, the practical conclusion is: if the task can be technically solved by an extension, it is worth choosing this path. An extension does not remove the configuration from support and does not increase the cost of further maintenance. More details about this can be found in the article “Extension or modification of the standard configuration”.
Working with third-party developers
Our support does not require you to order development from us. You may have your own programmer or another contractor — we will test the result of their work, check the code, and install the modifications into your database.
Requirements for such modifications:
- delivery in the form of an extension (.cfe) or a configuration comparison file;
- description of the changes made;
- agreement on testing timelines.
The limit here is as follows: verification and installation are included in the “Standard” and “Business+” packages, while fixing bugs in someone else's code — is not. Analyzing someone else's logic takes longer than writing your own, and incorporating this risk into the subscription fee for all clients would be inappropriate.
Warranty on our work
We eliminate errors in modifications made by our specialists free of charge within 30 calendar days from the moment the task is submitted.
The warranty does not cover:
- changes in requirements after submission — this is a new task;
- adapting modifications to the new release of the configuration;
- errors in modifications by third-party developers;
- consequences of incorrect input data or improper use of functionality.
The warranty means correcting our mistake, not a free change in the program's behavior.
What is not included in the support
An honest list of limitations saves more nerves than a beautiful list of advantages:
- server maintenance and RDP access — this is a hosting service, not support;
- keeping accounting or management records instead of your employee;
- restoring records for past periods;
- training users;
- connecting and configuring trading equipment;
- a specialist's visit to the office;
- developing new functionality and changing the program code;
- transferring data from another system;
- migration from a third-party server or hosting;
- correcting errors in modifications by third-party developers.
We perform all these tasks, but outside the subscription fee — at hourly rates or by separate assessment. All work within the support is done remotely.
Why modifications are not included in the subscription fee
In support and development, there is a different economy. The load on support is predictable and averaged among all clients. Refinement is a specific task involving analysis, design, programming, testing, installation, and warranty. If unlimited development is included in a fixed fee, it will have to be calculated based on maximum load — and everyone will pay for it, including those who do not order refinements.
Therefore, the model is as follows: subscription for support + separate assessment of development. In the "Support" and "Standard" packages, refinements are performed in a single stream: the next task begins after the previous one is completed. Development in multiple streams is available in "Business+" — for it, a configuration repository is deployed on your infrastructure or on a server rented from us.
Summary
Good support is not a list of beautiful formulations, but a fixed boundary: what is included in the subscription fee, what is deducted from the hours of the package, and what is assessed separately. When this boundary is clear to both parties before signing the contract, the main source of conflicts disappears.
Якщо ви не впевнені, до якої категорії належить конкретне ваше завдання, у статті «Підтримка BAS і 1С: налаштування, доопрацювання та впровадження» є таблиця «сірої зони» з розбором типових випадків.
The composition of the packages, the number of included hours, response time, and cost are listed on the pricing page. If you do not know which package you need, start with an audit: we will look at the configuration, the state of the database, and the number of users, and then we will provide the exact cost.