Rules for contacting the Support Service of IP Astana-1.
To provide operational assistance on issues arising when working with the Astana-1 IP, an e-mail address of the Service has been created. поддержки-astana1@kgd.minfin.gov.kz
The Request format must match the following template:
Message subject:
XXXXXXXXXXXXXX/YYYYYYYYYYY/IP/Brief description of the user's problem
Message text:
1) The information system or the software used;
2) Software version;
3) Workflow indicating the purpose of the message;
4) Attached information:
· 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:
XXXXXXXXXXXXXX – The taxpayer's RNN;
YYYYYYYYYYYYY – Taxpayer's IIN/BIN;
If necessary, the Astana-1 Support Service will send a "Request for additional information" to the User, while the specialist responsible for preparing the response may send instructions or a description of the necessary actions to be performed to provide comprehensive information on the Request.
Additional information that may be requested by the Astana-1 IP Support Service to analyze the problem.
1) The time of the problem (DD/MM/YY HH/MM).
2) A detailed description of the problem.
3) Customer's equipment properties:
CPU Type, CPU Frequency (Ghz), RAM (Mb);
The speed of network interaction with salyk.kz (Kb/sec);
The amount of free space on the client's disk (MB).
4) General user software:
The operating system;
The service pack of the Operating system.
5) Web application "Taxpayer's Office"
The web browser used
Web Browser version
Java Application Version