Each client pays a per-user license fee, which includes the following:

• Full access to Smartup ERP – Complete use of core system functionality (excluding custom modifications).
• Automatic system updates – Always up-to-date software, including bug fixes (excluding custom features).
• Professional technical support – Access to expert support from 08:00 to 19:00 (Mon–Sat).
• API access and integration support – A limited number of API requests per month, plus free consultation on integration setup.
• Service notifications – Timely updates on technical maintenance via the official corporate Telegram channel.
• Learning resources – Access to the knowledge base, help materials, and training videos on the Smartup YouTube channel.

1. What’s included in the license fee?

We guarantee:

2. Scope of Responsibility

Fix

Issue resolution within SLA response times, based on incident priority.

02

Security

Server maintenance and data backups

03

Accessibility

System uptime of 99.5% (excluding scheduled maintenance).

01

1) ISO/IEC 27001 certification with DIN
2) TIER 3 infrastructure with comprehensive DDoS protection
3) Oracle MAA (Maximum Availability Architecture) for maximum fault tolerance. Data synchronization between data centers occurs via encrypted channels at intervals of up to one minute.
4) Automated incremental backups are performed every minute.
5) Full backups are generated daily and transferred to a secondary data center through secure channels.
6) Strict adherence to Oracle Corporation’s information security standards.

We are not responsible for:

If you need custom modifications to improve your business processes, we're happy to help optimize your company's operations. To proceed, please provide technical specifications for the process improvements. If you don't have specifications or can't create them, you can use our business analysts to study and develop the technical requirements. The cost of this service is calculated separately based on the complexity and nature of the task. As a SaaS platform, all custom development work is billed additionally and isn't included in the subscription fee.

Development costs: 400,000 UZS/hour
Large projects: Price and timeline negotiated individually
Express development (urgent implementation within 48 hours): Price discussed separately
Paid modifications – Implementation time depends on task scope

3. Custom Development and Support Limits

Note

Green White Solutions reserves the right to decline requests that conflict with system logic. In such cases, an official response will be provided.

!

Рекомендуемые решения:
Android

• Add users as internal testers in Play Store for immediate access to the new version.
• Provide APK file immediately after the fix.

iOS

• Add users to TestFlight for access to the fixed version.

We are prepared to investigate and resolve the issue, but cannot guarantee exact timelines for publishing the fix on Play Store and App Store.

Incident priority is defined by Green White Solutions based on objective criteria and the impact on client operations.

4. Incident Priorities and Response Times

Malfunction of specific features affecting business operations.

Minor bugs that do not affect core business processes.

System crash during launch/update, inability to perform key business processes.

Low

Medium

High

Critical (Very High)

Major disruption to critical business processes, blocking essential operations.

Resolution time: ≤1 month

Response time: ≤1 day

Response time: ≤4 hours

Resolution time: ≤5 days

Response time: ≤1 hour

Resolution time: ≤24 hours

Resolution time: Within 6 hours

Response time: Immediate

Note: All response times are based on Green White Solutions’ time zone (Tashkent, UTC+5).
Note: In case of a critical incident (Very High priority), clients may also contact managers or department heads directly through official channels.

5. Communication Channels & Response Times

Additional Notes

First Response Time

Availability

Messages can be sent anytime; replies during business hours

≤ 1 hour

08:00 – 19:00 (Mon–Fri)

Email Support

Telegram Bot

08:00 – 19:00 (Mon–Sat)

≤ 3 minutes

Messages can be sent anytime; replies during business hours

In-app Chat (Smartup ERP)

08:00 – 19:00 (Mon–Sat)

≤ 3 minutes

Messages can be sent anytime; replies during business hours

Phone Support

08:00 – 19:00 (Mon–Sat)

≤ 1 minute

Unlimited number of requests

Channel