 Place and time of consultation |
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Consultations are provided by the Alt-Invest specialists at company’s offices in Moscow, St. Petersburg and Kiev. Current coordinates of the offices and all possible changes are published on www.alt-invest.eu. |
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Consultations hours: 10:00 to 17:00 Moscow time. |
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Methods of consultations: by telephone or e-mail, address for inquiries:
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or direct e-mail of the consultant, contacting with the client. |
Software Update |
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 General characteristics of consultations |
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Consulting support for the users is available in two formats: |
 basic support |
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full support |
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The price for various types of support is specified in the pricelist |
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Within basic support Alt-Invest experts provide the following services: |
 Explanation of technical issues associated with software installation and operation: features of the program,
working in MS Excel, use of the activation service, interpretation of technical failures reports. |
Explanation of the project description principles on the client’s example: formation of the correct financial model
to describe project’s revenue, expenses and investments, as well as the tax environment. |
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Explanation of financial indexes and reporting forms value, derived from modelling. |
Explanations on the operating principles of service functions implemented in the program and described
in the User manual. |
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Consultations are performed after receiving situation description from the client and, if necessary - after receiving financial model, requested by a consultant, and a comment, explaining the matter of the client’s problem. The consultant is not involved in preparing or editing client’s financial models, but provides guidance on models proper construction and application. |
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Withing full support additional services are prodived: |
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Consulting support not only for the program, but also for client's projects. |
Recommendations on client's financial model construction: structure of the model, issues that need more attention, recommendations on revenues and costs description.
Auditing the model prepared by the client: checking the correctness of the approaches used in modeling. |
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In providing these services, the consultant, depending on the situation, either provides client with recommendations on filling in the model, or corrects the model himself and sends to a client revised model with his comments.
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 Response time |
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In each case, a consultant seeks to answer the client’s question as soon as possible. On matters requiring a simple answer, the answer must be given the same day (or next day before 14:00, when inquiring after 14:00). |
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On issues that require analysis of the data sent by the client, the answer must be given within 2 working days. If the solution requires more time, the consultant must immediately inform the client about the reasons for a delay, as well as about expected terms for a response. |
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Projects audit provided by Full Support Service must be performed in no more than 3 working days. Initial installation, setup and training, provided by Full Support package are performed in terms agreed upon purchasing the program. |
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 Consultations limits |
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Full guidance on project construction, and audit, provided by Full Support package can not be performed for more than one project per month. All advice on any support package applies only to the models, distributed by Alt-Invest and does not cover revisions and changes done by user. |
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The consultant may ask user to comeback to the base model or refuse to consult on the project, if the problem concerns elements of the program, modified by user. This restriction does not apply to situations when changes have been made by the user on the consultant recommendation within Full Support package. |
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Technical consultations are performed for Alt-Invest programs only, not for all software installed on user’s computer. Alt-Invest Company seeks to find solutions for problems related to incorrect operation of other software products, incompatible programs, as well as the limitations of user rights, set by his computer administrator. However, the solution of such problems can not be guaranteed. If Alt-Invest consultant can not fix the problem because it is related to the work of other applications or system limitations, he must: |
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inform the client about the impossibility of solving the problem by Alt-Invest support services |
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ground his position by pointing out possible source of problems |
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point out possible ways of solving problems, and a specialist who can help with solution |
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 Privacy |
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Alt-Invest Company guarantees that projects will not be distributed or shared with third parties. The Company has taken reasonable and effective methods to prevent the leakage of information about performed consultations, projects and other confidential facts that consultants get acquainted with while providing support services to users. |
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All recommendations given within support service are confidential, and intended only for the certain user. They can not be represent to any third party as the official position of Alt-Invest Company. Work on the project remains the responsibility of the user; consultant only provides assistance in this work. |
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