Services Provision Regulations (draft)

Procedure for the provision of information services and technical support to the Users

1. General

1.1. This procedure of HSC, JSC for the provision of information services and technical support to the Users of Customer Portal (hereafter – Procedure) shall set the order of the information services provision (hereafter – services) as related to preparing the requests for sending to HSC, JSC, providing the information regarding the statuses (states) of the active requests (hereafter – Requests Statuses) as well as determine the general guidelines for the cooperation of the Users and HSC, JSC related to technical support. Customer Portal is a part of the Corporate Information System of HSC, JSC (HSC, JSC CIS).

1.2. The services of Customer Portal shall allow the User to prepare requests materials according to the requirements set by HSC, JSC.

1.3. Using the services of Customer Portal the User can promptly receive the information regarding the current status of his requests. The list of the requests statuses (states) and their description shall be attached to this Procedure.

2. Procedure for the provision of Customer Portal services.

2.1 In order to get access to Customer Portal services the Users must accept the User Agreement terms and fill in the registration form provided in “Registration” section of the Internet site of HSC, JSC.

3. Procedure for the provision of the services

3.1. Customer Portal services shall be provided to legal entities only.

3.2. In order to get access to Customer Portal services the Users must accept the User Agreement terms and fill in the registration form provided in Customer Portal section of the Internet site of HSC, JSC and then send a written request for HSC, JSC to offer the required services (hereafter – request). The User’s request shall be signed by an authorized person, affixed with the corporate seal and contain the following data:
   • name of the User received upon the registration in the Requester’s Cabinet;
   • full name of the organization;
• e-mail address;
   • TIN;
   • PSRN.

In the absence of any requisite the services shall not be provided.

3.3. According to the results of HSC, JSC management considering the request, the User shall be given access to the services or sent the written rejection notice with the denial to provide the services.

3.4. Notification of the User regarding the provision of access to Customer Portal services shall be carried out by e-mail.

3.5. The User’s access to the service may be suspended in case of disclosing the circumstances testifying of the User’s password discredit (3).

4. Technical support of the Users

4.1. In case of the detection of errors, suggestions regarding the services functioning or necessary consulting with regard to Customer Portal services the User shall send a servicing request (hereafter – request) to e-mail address support@hsc-copter.com or by phone +7(495) 705-92-92 (100) Please, denote the following information in your request:
• User’s name;
• name of the legal entity indicated during the registration;
• full name of the User’s representative and his contacts (phone, e-mail);
• brief description of the error occurred, suggestions regarding the services functioning or substance of the matter regarding the services operation.

4.2. The User shall be informed of the request processing course by phone or e-mail.

4.3. In case of routine maintenance operations or expanding the information services scope HSC, JSC shall place a corresponding notice on its Internet site.

1 The User – is the person, group of persons or the organization employing the services of a computer assisted system for obtaining information or solving any other tasks.
2 Active request is the request in current operation or it is not more than one month since the moment of the operation completion.
3 Discredit is an unauthorized disclosure or loss of the protected information.

ATTACHMENT
to HSC, JSC procedure for the provision
of information services and technical support to the Users
of Customer Portal.

Table of requests statuses

Pos. No.	Status (state) of a request	Description
	“Purchasers” section
1	Registered	The information entered HSC, JSC CIS and was assigned a unique number.
2	In operation	The request executor (displayed) was assigned, precontractual work is in progress, cooperation with the suppliers is carried out.
3	Expired	The contract was not signed, delivery failed.
4	Agreed	The contract was executed/signed (CD, specification).
5	Partially dispatched	Part of the positions was dispatched, dispatched positions acquire “Dispatched” status.
6	Dispatched	All the positions were dispatched, the request obtains “Archival” marker.
	“Suppliers” section
7	Registered	Supplier’s offer was registered.
8	Accepted	Offer (positions of an offer) were accepted for purchase.
9	Closed (archive)	Offer was closed, the offer obtains “Archival” status.
	“Aircraft maintenance base” section
10	Open	Servicing request was created.
11	Wait	Waiting for the executor assignment.
12	Plan	Request was scheduled for execution.
13	Cancelled by the User	Request was scheduled by the user.
14	Plan	Works regarding the operation were completed and closed.

Helicopter Production Plants Of Russian Federation

Services Provision Regulations (draft)