The main provisions of the SONO User Support Service
and web-applications " Taxpayer's Account»
1. Rules for applying to the SONO IP Support Service.
Requests to the SONO User Support Service and the Taxpayer's Account web application must be sent by e-mail to: sdsono@inessoft.kz
The format of the Request must match the following template:
Message subject:
XXXXXXXXXXXX/YYYYYYYYYYYYY / IS SONO/KNP/Brief description of the user's problem
The text of the message:
1) Information system or software used;
2) Software version;
3) Workflow indicating the purpose of the message;
4) the Attached information:
the error text;
actions that cause an error;
additional information(log, Screen, etc.)
5) Sender: name of the taxpayer, full name of the responsible person.
where:
XXXXXXXXXXXX – TIN of the taxpayer;
YYYYYYYYYYYYY – Taxpayer's IIN/BIN;
IS SONO-information system " Tax reporting processing services;
KNP-Web application "Taxpayer's Account»
If necessary, the SONO Support Service will send the User a "Request for additional information", while the specialist responsible for preparing the response may send instructions or a description of the necessary actions that must be carried out to provide comprehensive information to the Request.
2. Additional information that can be requested by the SONO Support Team to analyze the problem.
1) The time when the problem occurred (DD / MM/YY HH/MM).
2) Detailed description of the problem.
3) Properties of the client's equipment:
a. CPU type, CPU Frequency (Ghz), RAM (Mb);
b. The speed of network interaction with salyk.kz (Kb / sec);
c. The amount of free space on the client disk (MB).
4) General User Software:
a. Operating System;
b. Service pack The operating system.
5) Web-application " Taxpayer's Account»
a. The web browser used
b. Version of the web browser
c. Java Application version
6) The client application SONO
a. Contents of the "\target\cert " folder»
b. Contents of the "\target\logs " folder»
c. Contents of the "\target\conf\default " folder»
d. Contents of the "target\conf\user" folder»
3. Where to get the logs of the SONO client application
The logs of the SONO client application are located in the folder with the installed program. For example: if the SONO client application was installed in a directory (folder) "C:\Program Files\SONO", then the logs will be located on the path: "C:\Program Files\SONO\target\logs".
4. Terms of consideration of requests by the SONO Support Service
After sending a Request to the SONO Support Service, the User will be notified within an hour that his request has been accepted, while:
the response time to the User's initial Request is no more than 6 working hours from the time of registration of the request;
after receiving the response to the "Request for additional information", the response time is no more than 2 working days from the date of receiving the response to the Request;
If the SONO Support Service does not receive a response to the "Request for additional Information" within 72 hours of business hours, the Application will be terminated and the user will be notified accordingly;
The deadline for consideration of Applications is 10 working days. The exception is the requests related to the need to make changes to the software, their decision can be extended up to 1 month.
Contact phone number of the SONO Support Service and the Taxpayer's Account web application.
The pendency of the appeal, the registered user support Service SONO and web-application "taxpayer's Office" can be clarified by phone: 8 (7212) 99 61 53
Publication date
December 13, 2019
Update date
December 13, 2019
Author of the publication
State Revenue Committee
Type
Useful information
Areas of activity