Support and service levels
On this page
Sixty Four OÜ supports MacroLens users throughout the contract. You can report problems and errors in writing or by telecommunication means — we fix them at our own cost.
How to contact us
| Channel | When to use |
|---|---|
| Support form inside MacroLens | Recommended: the request is registered immediately, technical information (page, series, browser) is attached automatically and you can follow its status in MacroLens |
| E-mail henrik.aavik@sixtyfour.ee | If you cannot sign in to MacroLens or want to attach files |
| Telephone +372 509 2839 | For urgent cases — the number and answering hours are also on the support page |
What to include in a report
- What happened and what you expected (e.g. “searching for
unemployment ratedoes not show monthly data for Lithuania”). - Where it happened: page address, series key, analysis title (the report form fills these in automatically).
- Whether it prevents you from using MacroLens (e.g. you cannot sign in, pages do not open) or only some functions do not work.
- If possible, the steps to reproduce the problem.
What happens after a report
- Registration. The report gets a number and you receive a confirmation by e-mail. Requests submitted through the form are registered immediately; reports received by e-mail or telephone are registered with their actual time of receipt.
- Handling. The status of the request changes as follows: Received → In progress → Resolved → Closed. You see all your requests and their status on the support page; you can add information to an unresolved request.
- Fix. When the problem has been fixed we inform you and explain what was done.
- Confirmation. On the request page you can confirm that the problem is solved or report that it persists — a new request linked to the earlier one is then registered.
Service levels
| Commitment | Deadline |
|---|---|
| Availability (TS 3.1) | MacroLens is available around the clock except for technical maintenance known in advance. Planned maintenance is announced in advance — with a banner at the top of MacroLens pages and by e-mail. |
| Data updates (TS 3.2) | After a source updates a time series, the updated series is placed in MacroLens within 24 hours at the latest. |
| Disruptions that prevent you from using MacroLens (procurement contract) | Fixed at our own cost within 1 working day of the day the notice is received. |
| Other problems and errors noted, including in the search system (TS 3.3) | Fixed at our own cost as soon as possible, within the deadlines of the procurement contract. |
| Questions and data requests | Answered as soon as possible. |
Working days follow the calendar of the Republic of Lithuania (excluding Saturdays, Sundays and Lithuanian public holidays).
We inform you without delay of any disruption that may affect the service.
Confidentiality
Reports and their content are seen only by you and Sixty Four OÜ support staff. Technical information (browser, screen size, page) is attached only if you leave the corresponding box ticked. See the Privacy notice.