⚠️Customer Service Guidelines for CRPT-Turon Support Staff

Виктория Гиоргадзе

Dear Clients,

Understanding the exceptional importance of the digital labeling project for society and the state, CRPT-Turon strives to provide services of the highest quality. To support this goal, we have established a full-fledged customer support service. This document outlines the core principles we follow when handling client requests, as well as the key performance indicators we adhere to in our daily operations.

The CRPT-Turon support staff undergo regular training within the company. An internal regulation has also been developed to establish communication standards with clients. Compliance with these standards is monitored by the Quality Assurance Service. All calls are recorded and selectively reviewed to assess the correctness of responses and adherence to communication standards.

Every inquiry is automatically recorded in the information system—regardless of the time or communication channel. No request goes unnoticed.

Operating Hours for Information and Technical Support
CRPT-Turon’s support service operates on weekdays, Monday to Friday, from 08:00 to 20:00 (local time), excluding official public holidays.

Response Time to Requests
Requests submitted via email, Telegram bot, or the feedback form during business hours are processed by an operator within 10 minutes. This means you will receive either a response or confirmation of receipt within this time frame.

Requests submitted outside of business hours are registered automatically. A response will be provided by no later than 09:00 on the next business day.

Resolution Timeframes
Each request is assigned a category and priority based on its urgency and nature. Our staff strives to resolve all inquiries as quickly as possible, but the maximum processing time depends on the set priority level:

Standard Support Requests:

Priority	Category	Max Resolution Time
Standard	Consultation	2 working hours from registration
Standard	Service Request	6 working hours from registration

Requests Requiring Technical/Engineering Team Involvement:

Priority	Category	Max Resolution Time
Emergency	Incident	4 hours from registration (24/7 handling)
High	Service/Incident	8 working hours from registration
Standard	Service/Incident	24 working hours from registration
Low	Service Request	46 working hours from registration

Verification/Moderation of Labeled Product Registry Cards
The standard review time for product cards is up to 72 hours from submission. The maximum allowable time is 5 working days.

If errors are found in the card, it is returned to the sender for revision. Upon resubmission, the review period is again up to 72 hours (maximum — 5 working days).

Information Required to Process a Request
To ensure accurate identification and a timely response, please provide:

Company Tax ID (INN)
Product group
Contact phone number

Without this information, we will unfortunately be unable to begin processing your request.

During the resolution process, the specialist may ask for additional details or request that you perform certain actions. Please understand that this is necessary for effectively resolving your inquiry.

Important Note:
This document is for informational purposes only. The principles and timeframes described herein are not legally binding and do not constitute any obligation on the part of CRPT-Turon. This text does not represent an offer, agreement, or SLA (Service Level Agreement), and cannot be used as grounds for filing claims.