Difference between revisions of "Support"

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= Support plans =  
= Support plans =  


This table shows support plans and how they are served.
'''IMPORTANT!''' Only the 2 latest versions of MOR are supported, therefore if you own an older version, please contact [mailto:business@kolmisoft.com our sales team] for the consultation on upgrading.
 
This table shows support plans and how they are served.  


{| border="1" cellpadding="5" cellspacing="0"  
{| border="1" cellpadding="5" cellspacing="0"  
| '''Support Plan''' || '''Priority''' || '''Reaction time during working hours''' ||  '''[https://support.kolmisoft.com/forums Forum]'''|| '''[[Ticket System | Support System]]''' || '''Skype Chat''' ||  '''FULL SERVICE*'''
| '''Support Plan''' || '''Priority''' || '''Reaction time during working hours''' ||  '''[https://support.kolmisoft.com/forums Forum]'''|| '''[[Ticket System | Support System]]''' || '''Skype Chat''' ||  [[Support#FULL_SERVICE_-__ENTERPRISE | '''Full Service''' ]]
|-  
|-  
| '''ENTERPRISE''' ||Highest ||0-1h ||  [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]]  ||  [[Image:icon_check.png]]
| '''ENTERPRISE''' ||Highest ||0-1h ||  [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]]  ||  [[Image:icon_check.png]]
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|}
|}
<br>
<br>
Skype support (Skype ID: support_kolmisoft) is available on the best effort (not guaranteed) Monday to Sunday 8 AM - 8PM [http://www.timeanddate.com/worldclock/city.html?n=660 GMT+2] (Lithuanian time).  
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 [[Ticket System | Support System]].
 
 
<br><br>
== Skype Support ==
 
Skype support (Skype ID: support_kolmisoft) is available on the best effort (not guaranteed) Monday to Friday 8 AM - 8PM [http://www.timeanddate.com/worldclock/city.html?n=660 GMT+2] (Lithuanian time).  


If Skype support is offline, please report your problem or question in the [[Ticket System | Support System]].
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.


'''Emergency Support''' (for high priority tickets) is available 24x7 and support is provided only through the [[Ticket System | Support System]].
Please report your problem or question in the [[Ticket System | Support System]].




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* Medium - The system operation is impaired, yet generally functional
* 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.
* Low - Configuration or planning assistance is requested to optimize performance of the system. This includes web interface usage and the like.
<br><br>
<br><br>


= Paid Support =
= Rates of technical services =  
 
Users without a support plan can create a ticket and use a paid support by hourly rate. '''Our hourly rate is 100 EUR/h'''.
 
If the problem is caused by a bug (and you have one of two latest MOR versions) - it is fixed for free.
 
In all other cases (misconfiguration, hardware crash, etc), fee is 100 EUR/h. More examples of '''paid services''':
 
* Re-installation of MOR after server crash
* Data migration to new server
* Heartbeat configuration/fixing
* Replication configuration/fixing
* Re-partitioning of a server
 
If you are not sure if service is paid or not, please contact us.
 
In order to create a paid ticket please use our support system: [http://support.kolmisoft.com http://support.kolmisoft.com]
 
===Notes ===
* If ticket is created when user had support plan, then this ticket will be solved same way as if user has support plan even if support plan is already ended. (priority does not expire)
 


{| border="1" cellpadding="5" cellspacing="0"
| '''Task''' || '''Price''' || '''Description'''
|-
| '''[[Additional_Asterisk_Server | Connecting Additional Asterisk Server]]''' || 100 EUR|| Complete process is done by Kolmisoft engineers
|-
| '''[[Migration_to_other_server | Migration]]''' || 200 EUR|| Complete process is done by Kolmisoft engineers
|-
| '''[[Heartbeat_configuration | Heartbeat / Virtual IP configuration]]''' || 200 EUR|| Complete process is done by Kolmisoft engineers
|-
| '''[[MySQL_Replication | 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 25 minutes, it's charged for 1 hour)
|-
| '''[[Training#Personalized_Training | Personal training]]''' || 100 EUR/h || Training is done online by Skype
|-
| '''[[Installation | Installation]]''' || 100 EUR || This refers to MOR license or its elements (Asterisk, DB, GUI), MOR Trial 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'''
|-
|}
<br><br>
<br><br>


= What is included into BASIC/PREMIUM support =
= What is included into BASIC/PREMIUM support =


* Helping to solve problems
* Problem troubleshooting
* Answering technical questions
* Giving a guide for configuration
* Activation of the license after server crash (core upgrade, core recompile)
* 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.
* Activation of the license after migration to new server (core upgrade, core recompile). Data migration not included  


<br><br>
<br><br>


= What is NOT included into BASIC/PREMIUM support =
= 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).
* Testing customers settings - we only explain how to do that yourself (TeamViewer and other methods of screen sharing are not used).
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* Custom database modifications AND DB/data restoration after broken DB integrity because of manual interference into DB
* Custom database modifications AND DB/data restoration after broken DB integrity because of manual interference into DB
* Custom Asterisk modifications
* Custom Asterisk modifications
* MySQL replication re-build.
* Communicating  with different service providers and other third parties
<br><br>
<br><br>


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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.
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.
 
<br><br>


NOT INCLUDED:
NOT INCLUDED:
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* Purchasing DIDs, making agreements with other service providers and other tasks which include any monetary activities.
* 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)
** 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)
<br><br>
= Differences between PREMIUM and ENTERPRISE support plans=
* PREMIUM support response time is longer. It can take up to 3 hours for an engineer to respond.
This means that if a ticket is created - we will answer to it as soon as possible. Whereas Enterprise support
applies for quickest possible answer from 0 to 1 hours.
* ENTERPRISE support allows you to ask any questions you want regarding MOR. We can make, consult and
implement various configurations on demand.
* PREMIUM support is different - we only check the configurations made by you. We provide online resources
for these tasks and consult in our support system, but we do not make personalized configurations
on your server. We help solve problems which arise you during configurations but we do not make
personalized online sessions explaining how to do it.
<br><br>
<br><br>


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* Partitions and storage devices management
* 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.
** 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.
<br><br>
= M2 Softswitch under NAT =
M2 Softswitch should have real IP and cannot be under NAT. M2 Softswitch under NAT is not supported.


<br><br>
<br><br>
= See also =
= See also =
* [[Support System explanation]]
* [[Support System explanation]]
* [[Create new Ticket in Ticket System]]
* [[Create new Ticket in Ticket System]]
* [[Write comment to the Ticket]]
* [[Write comment to the Ticket]]

Revision as of 06:39, 7 November 2018

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 Icon check.png Icon check.png Icon check.png Icon check.png
PREMIUM High 0-3h Icon check.png Icon check.png Icon check.png Icon cross.png
BASIC Normal 0-12h Icon check.png Icon check.png Icon cross.png Icon cross.png
FREE Lowest - Icon check.png Icon cross.png Icon cross.png 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.




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.




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.



Rates of technical services

Task Price Description
Connecting Additional Asterisk Server 100 EUR Complete process is done by Kolmisoft engineers
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 25 minutes, it's charged for 1 hour)
Personal training 100 EUR/h Training is done online by Skype
Installation 100 EUR This refers to MOR license or its elements (Asterisk, DB, GUI), MOR Trial 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



What is included into BASIC/PREMIUM support

  • Problem troubleshooting
  • Answering technical questions
  • Giving a guide for configuration
  • 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



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



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)



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.




M2 Softswitch under NAT

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



See also