Rules for applying to the Support Service of IS SONO and KNP

The main provisions of the work of the SONO User Support Service

and web applications "Taxpayer's Office"

1. Rules for applying to the SONO IP Support Service.

Appeals to the Support Service of users of SONO and the Taxpayer's Account web application must be sent by e-mail to the address: sonosd@mgd.kz

The format of the Request must match the following template: 

Subject of the message:	ХХХХХХХХХХХХ/YYYYYYYYYYYY/IS SONO/TSO/ A brief description of the user's problem
Message text:	1) Information system or software used; 2) Software Version; 3) Workflow indicating the purpose of the message; 4) Attached information:          - error text;          - actions where an error occurs;          - additional information (log, Screen) 5) Sender: name of the taxpayer, Full name of the responsible person.

where:

• ХХХХХХХХХХХХ – TRN taxpayer;

• YYYYYYYYYYYY – IIN/BIN taxpayer;

• IS SONO – information system "Tax reporting processing services;

• TsO - Web- application «Taxpayer's Office»

If necessary, the SONO 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 carried out to provide comprehensive information to the Request to the User.

Additional information that may be requested by the SONO Support Service to analyze the problem.

1)      Time when the problem occurred (date / month / year watch/ minutes).

2)      Detailed description of the problem.

3)      Properties of the client's equipment:

1. Type CP, Frequency CP (gigahertz), CPU (Mb);

2. The speed of network interaction with salyk.kz (Kb/s);

3. The amount of free space on the disk with the client (Мb).

4)      General User software:

1. Operating system;

2. Service pack of the operating system.

5)     Web application "Taxpayer's Office"

1. The web browser used

2. Web browser version

3. Java Application Version

6)      SONO Client Application

1. Folder Contents «\target\cert»

2. Folder Contents «\target\logs»

3. Folder Contents «\target\conf\default»

4. Folder Contents «target\conf\user»

5. 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 the directory (folder) "C:\Program Files\SONO", then the logs will be located along 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, a notification will be sent to the User 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 receipt of the response to the Request;

if, within 72 hours of working time, the SONO Support Service does not receive a response to the "Request for additional information", then consideration of the Request is terminated, and a corresponding Notification will be sent to the user;

the deadline for consideration of Applications is 10 working days. The exception is appeals related to the need to make changes to the software, their decision can be extended until the 1st month.