Knowledge base
Guides to modules and daily tasks. If you do not have your project’s knowledge-base link, request it from support.
Request the link by emailSkip to main contentFor self-service answers For team training To clarify the next step For investigation and record-keepingEmail
SUPPORT · LEARNING · DEVELOPMENT
Support for your team
From your first question to a verified solution.
Get help with settings, instructions and errors in Smartup. When an issue needs investigation, we involve technical specialists.
SUPPORT CHANNELS
Where to start
Already using Smartup? Start with a guide for a routine task, or email support about an error. If work has stopped, use the channel agreed in your SLA.
Video tutorials
Step-by-step walkthroughs of working scenarios on screen.
Watch videosTelegram
Use the channel agreed for your project. If you are unsure where to write, ask support for the details.
Request channel by emailA request with a subject, supporting materials and a retained correspondence history.
Email supportBefore you send
What to include in your request
Describe the situation using the five points below. Note any information you do not yet have. Do not send passwords or secret keys; hide personal data that is not needed for the investigation.
- 01
Company and process
Your company, Smartup product, module or task, and the affected environment. For a data exchange issue, name the other system.
- 02
What happened
What you did, what you expected and what actually happened. Include the error message if one is shown.
- 03
Affected users
Affected roles, branches or groups. Note whether other users see the same issue; passwords are not needed.
- 04
Example and time
The event date, time and time zone. Attach an anonymized screenshot or document number if available.
- 05
Impact on operations
What has stopped or is limited, when it started and whether an agreed workaround is available.
YOUR SUPPORT TEAM
Who helps your team
You do not need to find the right specialist yourself. Start with support: the team will clarify your question and involve colleagues when needed.
First-line support
Receives your request and helps with routine tasks and settings. Clarifies what happened and gathers the information needed to resolve it.
A first contact and a clear next stepSecond-line support
Engineers investigate complex errors, data exchange and system behavior. First-line support passes on the information already collected.
Technical investigation and solution checksCustomer Care
Your customer care manager helps discuss training, feedback and the team’s next priorities. The service arrangement is agreed for your project.
Helping your team after launchTHE PEOPLE BEHIND THE PROCESS
Meet the team
Real people provide support and ongoing care. Our team leaders help colleagues work together and follow customer questions through to resolution.
Customer Care Team Leader
Mirfozil Mirzoitov
Customer care: feedback, training and helping teams develop their use of Smartup.
Customer Support Team Leader
Umida Alimdjanova
Customer support: receiving requests, coordinating specialists and helping resolve questions.
A clear process
From question to resolution
This is the general request-handling process. Choose a stage to see what the team does and how the outcome is checked; priorities and timelines depend on your project terms.
01Intake+
We register the request and its starting context.
Outcome: the request is registered with its initial context.02Classification+
We clarify the affected process, symptoms and priority.
Outcome: the process, symptoms and operational priority are clear.03Ownership+
We assign a request owner and the next action.
Outcome: an owner is assigned and the next step is defined.04Communication+
We agree the channel and record request updates.
Outcome: updates and agreements are retained in a single request.05Verification+
We check the proposed action in the agreed context.
Outcome: expected and actual behavior are compared with your team using the agreed scenario.06Closure+
We confirm the outcome and record request closure.
Outcome: the result and reason for closure are confirmed. Open questions and next actions are recorded separately.
Priority based on impact
What gets attention first
We clarify the impact: is a critical process stopped, is one feature unavailable, or do you need advice? Your SLA defines priorities and timelines.
01A critical process is disrupted
Service interruption
- Customer action
- Share the affected process and observed symptoms.
- Smartup action
- We clarify the context and manage the request through the agreed escalation model.
02A specific workflow is limited
Function limitation
- Customer action
- Describe the scenario, users and available workaround.
- Smartup action
- We assign an owner, examine the scenario and communicate the next action.
03Advice or a change is needed
Question or request
- Customer action
- State the task and the expected decision.
- Smartup action
- We route the question to the relevant workstream and record the response.
AFTER LAUNCH
Help your team do more
After implementation, work from the accepted scope, guides and open questions with assigned owners. Support helps with daily use; Customer Care discusses training and development. New tasks and their scope are agreed separately.
- 01
Listen to the team
Collect feedback and recurring questions. Identify where people lose time or need clearer guidance.
- 02
Build confidence
Find guides and discuss training for real tasks, new colleagues, features or process changes.
- 03
Plan the next step
Choose a task and expected result. Agree priorities, participants and scope before new work starts; a support request does not itself expand the project.
Practical questions
Common questions
01Which channel should I use?+
Start with the knowledge base or videos for routine tasks. If you do not have the knowledge-base link or project channel details, email support@greenwhite.uz. Report errors to support; for urgent issues, use the channel agreed in your SLA.
02What should I include in a request?+
Include your company, product and task, environment, steps taken, expected and actual results, affected users and operational impact. Add the date, time and time zone; attach an example or document number if available. Do not send passwords or secret keys; hide unnecessary personal data.
03When will support respond?+
Your project SLA and contract define support hours and time zone, priorities, and response and recovery targets. A response means work on your request has started, not that a solution is ready. This page does not replace the agreed terms.
04How is Customer Care different from technical support?+
Support helps with system questions and errors. Customer Care helps discuss training, feedback and broader use of Smartup. The service arrangement and scope are agreed for your project.
05When is a request considered closed?+
For an incident, confirm that operations are restored in the agreed context, which may include an agreed workaround. A workaround does not mean the cause has been fixed. For advice, record the answer to the question. The outcome, reason for closure and next actions on open questions are kept in the request history.
Need help?
Need help or a development plan?
For help using Smartup, email support with the checklist above. If you are choosing a product, send the sales team your task and a description of your current systems. The email links below open a draft; implementation and support scope are agreed for your project.