Support

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[edit] Support plans

IMPORTANT! Only the 2 latest versions of MOR are supported, therefore if you own an older version, please contact our sales team for the consultation on upgrading.

This table shows support plans and how they are served.

Support Plan Priority Reaction time during working hours Forum Support System Skype Chat Full Service
ENTERPRISE Highest 0-1h Image:icon_check.png Image:icon_check.png Image:icon_check.png Image:icon_check.png
PREMIUMHigh 0-3h Image:icon_check.png Image:icon_check.png Image:icon_check.png Image:icon_cross.png
BASIC Normal 0-12h Image:icon_check.png Image:icon_check.png Image:icon_cross.png Image:icon_cross.png
FREE Lowest - Image:icon_check.png Image:icon_cross.png Image:icon_cross.png Image:icon_cross.png


Reaction time frames apply only to online tickets (not to skype).

Emergency Support (for BLOCKER priority tickets) is available 24x7 and support is provided only through the Support System.




[edit] Skype Support

Skype support (Skype ID: support_kolmisoft) is available on the best effort (not guaranteed) Monday to Friday 8 AM - 8PM GMT+2 (Lithuanian time).

If Skype support is offline or not answering - that means nobody is available at this time. Do not expect support over Skype. It is not guaranteed. Only when somebody is available - then engineer could answer.

Please report your problem or question in the Support System.




[edit] Ticket Priorities

Based on the severity tickets are divided into priorities by which support engineers decide which ticket should be solved first.

  • Blocker - The system is down or severely degraded or business operations are being critically impacted
  • High - The system is degraded
  • Medium - The system operation is impaired, yet generally functional
  • Low - Configuration or planning assistance is requested to optimize performance of the system. This includes web interface usage and the like.



[edit] Rates of technical services

Task Price Description
Migration 200 EUR Complete process is done by Kolmisoft engineers
Heartbeat / Virtual IP configuration 200 EUR Complete process is done by Kolmisoft engineers
MySQL Replication 200 EUR Complete process is done by Kolmisoft engineers
Hourly rate support 100 EUR/h Hourly support is rounded by 60 minutes (if work takes 35 minutes, it's charged for 1 hour)
Personal training 100 EUR/h Training is done online by Skype
MOR FREE installation/upgrade 100 EUR MOR FREE has a limit of 2 concurrent calls and includes all add-ons
Server installation 100 EUR This refers to MOR license or its elements (Asterisk, DB, GUI) installation and re-installation
BUG fixing - BUG fixing is free for one year after the last upgrade (only two newest versions are supported)
PUBLIC forum - Tickets in PUBLIC forum are free. User can request to move a ticket to PRIVATE by agreeing to use hourly rate support or support plan



[edit] What is included into BASIC/PREMIUM support

  • Helping to solve problems
  • Activation of the license after server crash (core upgrade, core recompile)
  • Activation of the license after migration to new server (core upgrade, core recompile). Data migration not included



[edit] What is NOT included into ENTERPRISE/BASIC/PREMIUM support

  • Testing customers settings - we only explain how to do that yourself (TeamViewer and other methods of screen sharing are not used).
  • Custom development - no additional functionality programming is included. It can be ordered separately.
  • Server migration (migration of data and license)
  • Additional server configuration
  • MySQL Replication configuration
  • Redundancy configuration
  • Personal Training (Online Group Training is included)
  • Custom iptables, firewall configurations
  • Server re-installation
  • Linux (CentOS) support
  • Custom database modifications AND DB/data restoration after broken DB integrity because of manual interference into DB
  • Custom Asterisk modifications
  • MySQL replication re-build.
  • Communicating with different service providers and other third parties



[edit] FULL SERVICE - ENTERPRISE

Dedicated for companies who want to transfer MOR configuration (adding providers, uploading rates, creating clients, etc), system monitoring and all VoIP related problems to Kolmisoft support team. It is same as to hire full-time employee to work with MOR and VoIP issues. Furthermore, differently from hiring employee, Kolmisoft does not require training and we will make sure your tasks are done in the highest priority.

NOT INCLUDED:

  • Custom development - no additional functionality programming is included. It can be ordered separately
  • Iptables, firewall configuration
  • Configuration of third party software/hardware (sotphones, IP phones, dialers, PBXes, gateways, etc)
  • Enterprise support plan does not include periodic hand-made reports or documenting configurations/features additionally.
  • Purchasing DIDs, making agreements with other service providers and other tasks which include any monetary activities.
    • After purchase is done by the Client, Kolmisoft engineers are able to configure DID (in the MOR and in the DID Provider configuration panel) or Provider connection (in the MOR)



[edit] Jobs NOT done by Kolmisoft

  • SNMP service configuration
  • TDM/PSTN card installation/configuration
  • Zaptel/DAHDI installation/ configuration
  • VPN configuration
  • Iptables, firewall, network configuration
  • Partitions and storage devices management
    • Too risky not knowing whole network configuration - one small mistake makes server unreachable. This task should be done by local technician with physical access to the server.
  • Dealing with 3rd party providers.




[edit] M2 Softswitch under NAT

M2 Softswitch should have real IP and cannot be under NAT. M2 Softswitch under NAT is not supported.



[edit] See also

Personal tools

Try MOR

Try M2