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1.  The Issues where the estimated time necessary for solution does not exceed minimum time-keeping Interval shall be solved without additional coordination with the Customer. The Interval is set at 30 minutesat 60 minutes. JIRA task status for such Issue is changed from 

   Status
   colour Blue title Open

    to 

   Status
   colour Yellow title In Progress

   .
   
    
2. The Issues where the estimated time necessary for solution exceeds the set Interval are sent to the Customer’s responsible representative along with assessment of the estimated time (hereafter, the Estimate) and proposed Performance Time for approval, using the issue tracking system JIRA (status - 

   Status
   colour Blue title Estimated

   )
   1. Customer can Accept the Estimate or Cancel the request
      
      
3. If the Customer accepts the Estimate (status Estimate Accepted - 

   Status
   colour Blue title Estimate Accepted

   ), then the work on the Issue is commenced within Performance Timeline or the timeline set out for the Customer’s Service Level.
4. In case of performance of the Issue it is delivered to the Customer’s representative for verification (status Waiting for Customer - WAITING FOR CUSTOMER)
   1. Customer can Accept the Solution or Reopen the issue
      
5. The accepted and automatically accepted Issues which are to be deployed in the System’s Operational Environment shall be respectively flagged by the Customer’s representative (Accept the Solution) (status Invoice - 

   Status
   colour Green title Invoice

   ) and assigned to the Contractor.
   1. Customer's representative should add a Comment together with acceptance if it's necessary to add extra information on when the Issue can be deployed in the System’s Operational Environment (status 

      Status
      colour Blue title Reopened

      )
   2. The Contractor shall from time to time mark one or more solutions of the Issues flagged by the Customer in JIRA as ready to be deployed in System’s Production Environment (status Ready for Deploy - READY FOR DEPLOY)
6. The Contractor shall from time to time deploy one or more solutions of the Issues flagged by the Customer in JIRA into the System’s Production Environment (statuss Invoice - 

   Status
   colour Green title invoice

   ) and infomr the Customer’s representative in comment section.
7. If no specific objections are expressed or questions raised within the set timeline the Issue is automatically deemed accepted and closed (statuss Closed - 

   Status
   colour Green title closed

   ). 
8. If specific deficiencies are discovered in the course of verification, the Customer shall record the deficiencies along with all required information in a form of screenshot, video recording, data samples, and reopens the Issue (statuss Reopened - 

   Status
   colour Yellow title reOpened

   ) by assigning it to the Contractor

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