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Service Level Agreement (SLA) of MSG Equipment
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Service Level Agreement (SLA) of MSG Equipment

Last Updated: Feb 17, 2026

Technical Support Policy

  1. Scope of Technical Support

Technical support is provided exclusively for MSG Equipment products and related software, including diagnostics, configuration, troubleshooting, and functional clarification within the supported use cases.
Technical support does not include:

  • Training beyond documented functionality
  • Custom engineering solutions
  • Remote repair of third-party equipment
  • Business, commercial, or pricing questions
  1. Support Roles and Responsibilities
    2.1 Service Engineer

The Service Engineer is responsible only for MSG Equipment and related software.
Scope of responsibility includes:

  • Installation, configuration, and troubleshooting of MSG Equipment
  • Diagnostics of MSG devices, cables, adapters, and software
  • Verification of correct operation of MSG Equipment
  • Identification of equipment-related malfunctions

The Service Engineer does not:

  • Diagnose or repair vehicle units or aggregates
  • Interpret internal failures of tested units beyond the interaction with MSG Equipment
  • Provide guidance on repair technologies unrelated to MSG Equipment functionality

2.2 Technical Specialist
The Technical Specialist provides assistance related to tested aggregates and repair processes, in close connection with the use of MSG Equipment.
Scope of responsibility includes:

  • Assistance in understanding the operation logic of tested units
  • Support during diagnostics and repair of tested aggregates
  • Interpretation of diagnostic results obtained using MSG Equipment
  • Methodological guidance on repair and testing procedures

The Technical Specialist:

  • Works in conjunction with MSG Equipment, but is not responsible for MSG device functionality itself
  • Does not replace the Service Engineer in matters related to MSG Equipment malfunctions
  1. Support Channels

All technical support requests must be submitted only through the official technical support channel (support chat / helpdesk / forum section, depending on the project implementation).

  • Communication regarding troubleshooting outside the technical support channel is not allowed
  • Sales Managers are not involved in troubleshooting, except for issues related to delivery, invoices, or component supply
  1. Working Hours

Technical support is available:

  • Monday – Friday
  • 09:00 – 18:00 Kyiv time
    (EET (UTC+2) in winter to EEST (UTC+3) in summer)

Remote work outside business hours may be performed only by prior individual agreement and is not guaranteed by this SLA.
Messages may be sent at any time, but responses are provided strictly within the working schedule.

  1. Response Time
  • Initial response time: up to 2 hours within business hours
  • The response time is calculated only during working hours

After the first interaction, the assigned specialist (Service Engineer or Technical Specialist):

  • Clarifies the problem scope
  • Defines the stages of work
  • Specifies the expected communication timeline
  1. Troubleshooting Process
  • Parallel communication with multiple specialists is not permitted
  • The sequence and methodology of actions are defined by the assigned specialist

The client must:

  • Accurately follow all provided instructions
  • Provide requested data (logs, dumps, photos, videos)
  • Avoid unapproved actions that may affect diagnostics or repair

Failure to comply may result in extended resolution time or suspension of support.

  1. Client Responsibilities

The client is responsible for:

  • Providing correct equipment identification (serial number, MSG ID, subscription status)
  • Ensuring access to required tools, infrastructure, and information
  • Maintaining communication within the defined support channel
  1. Support Prioritization

Requests are processed based on:

  • Order of submission
  • Severity and impact on operations
  • Completeness of provided information

Critical issues may be prioritized at the discretion of the support team.

  1. Final Provisions
  • This SLA defines the standard level of technical support
  • Extended or non-standard support must be agreed upon separately
  • MSG Equipment reserves the right to update this policy as the support system evolves