Rules for making an appeal to the Support Service of the information system "Tax reporting processing system"

The main provisions of the User Support Service "Tax reporting processing system" and the web application "Taxpayer Cabinet"

  

1.     Rules for filling out an appeal to the IS Support Service "Tax reporting processing system"  (TRPS).

Appeals to the SONO User Support Service and the Taxpayer Cabinet web application should be sent by e-mail to the address: sonosd@mgd.kz   

The format of the Address must follow the following pattern:

Message subject:	ХХХХХХХХХХХХ/YYYYYYYYYYYY/IS SONO / KNP / 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 in which the error occurs; additional information (log, Screen, etc.) 5) Sender: name of the taxpayer, full name. responsible person.

  Where :

• ХХХХХХХХХХХХ – TRN of taxpayer;
• YYYYYYYYYYYY – IIN/BIN of taxpayer;

• IS SONO – information system “Services for processing tax reporting;
• TC - Web application "Taxpayer Cabinet"

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 to the User to submit comprehensive information to the Request.

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

1)    Time when the problem occurred (DD / MM / YY HH / MM).

2)    Detailed description of the problem.

3)    Client hardware properties:

a.      CPU type, CPU frequency (GHz), RAM (MB);

b.      Speed of network communication with salyk.kz (Kb / sec);

c.      The amount of free disk space with the client (MB).

4)    General user software:

a.      Operating system;

b.      Service pack of the Operating system.

5)    Web application "Taxpayer Cabinet"

a.    Web browser used

b.    Web browser version

c.    Java application version

6)    SONO client application

a.      The contents of the folder "\ target \ cert"

b.      The contents of the folder "\ target \ logs"

c.      The contents of the folder «\target\conf\default»

d.      The contents of the folder «target\conf\user»

3.    Where to get the logs of the SONO client application

The SONO client application logs 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 appeals by SONO Support Service

After sending the Application to the SONO Support Service, the User will be sent a notification within an hour that his application has been accepted, while:

the response time to the initial appeal of the User is no more than 6 working hours from the time of registration of the appeal;

after receiving a 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 Application will be terminated and the corresponding Notification will be sent to the user;

The term for consideration of Applications is 10 working days. The exceptions are requests related to the need to make changes to the software, their solution can be extended up to 1 month.

The contact phone number of the SONO Support Service and the Taxpayer Cabinet web application.

The status of consideration of an appeal registered by the SONO User Support Service and the "Taxpayer Cabinet" web application can be clarified by phone: 8 (7212) 99 61 53

Дата публикации

23 сентября 2021