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Rules for applying to the Support Service of the Astana-1 IP system

1. Rules for applying to the Support Service of IS Astana-1.
To provide prompt assistance on issues that arise when working with IS "Astana-1", an e-mail address of the Service has been created поддержки-astana1@kgd.minfin.gov.kz

The format of the Request must match the following template:

Тема сообщения:

ХХХХХХХХХХХХ/YYYYYYYYYYYY/ИС/Краткое описание проблемы пользователя

Текст сообщения:

Message subject:
XXXXXXXXXXXX/YYYYYYYYYYYYY / IS/Brief description of the user's problem

Message text:
1) Information system or the software being used;
2) Software version;
3) Workflow indicating the purpose of the message;
4) the 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 •
* XXXXXXXXXXXX – Taxpayer's RNN;
• YYYYYYYYYYYYY – Taxpayer's IIN/BIN;

If necessary, support of the "Astana-1", the User will be sent to the "Request more information", while a specialist responsible for the preparation of the response can be sent to User instructions or a description of necessary actions that should be undertaken for completeness of information on Request.
2. Additional information that may be requested by the Support Service of the IP "Astana-1" for the analysis of the problem.
1) The time of the problem (DD / MM/YY HH/MM).
2) A detailed description of the problem.
3) Client Hardware Properties:
a. CPU type, CPU Frequency (Ghz), RAM (Mb);
b. 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 of the Operating system.
5) The web application "Taxpayer's Account"
a. The web browser used
b. Web browser version
c. The version of Java applications