Difference between revisions of "Support"

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= Notes =  
= 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.
* 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)


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Revision as of 15:02, 10 November 2009

In what order tickets are solved

Reaction time Priority Support Plan Forum Support System Email IM(Skype/MSN/ICQ) Phone FULL SERVICE*
0-1h High Icon platinum sp.png PLATINUM Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png
0-1h Medium Icon platinum sp.png PLATINUM Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png
0-1h Low Icon platinum sp.png PLATINUM Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png
0-3h High Icon gold sp.png GOLD Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png Icon cross.png
0-3h Medium Icon gold sp.png GOLD Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png Icon cross.png
0-3h Low Icon gold sp.png GOLD Icon check.png Icon check.png Icon check.png Icon check.png Icon check.png Icon cross.png
0-6h High Icon silver sp.png SILVER Icon check.png Icon check.png Icon check.png Icon check.png Icon cross.png Icon cross.png
0-6h Medium Icon silver sp.png SILVER Icon check.png Icon check.png Icon check.png Icon check.png Icon cross.png Icon cross.png
0-6h Low Icon silver sp.png SILVER Icon check.png Icon check.png Icon check.png Icon check.png Icon cross.png Icon cross.png
0-12h High Icon bronze sp.png BRONZE Icon check.png Icon check.png Icon check.png Icon cross.png Icon cross.png Icon cross.png
0-12h Medium Icon bronze sp.png BRONZE Icon check.png Icon check.png Icon check.png Icon cross.png Icon cross.png Icon cross.png
0-12h Low Icon bronze sp.png BRONZE Icon check.png Icon check.png Icon check.png Icon cross.png Icon cross.png Icon cross.png
- All None (with license) Icon check.png Icon check.png Icon cross.png Icon cross.png Icon cross.png Icon cross.png
- All FREE Icon check.png Icon cross.png Icon cross.png Icon cross.png Icon cross.png Icon cross.png


Hours are Working hours, which are from 9.00 - 18.00 GMT+2.




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)



What is not included into GOLD/SILVER/BRONZE support

  • Testing customers settings - we only show how to do that yourself.




* FULL SERVICE - everything included - Icon platinum sp.png PLATINUM

Dedicated for companies who want to transfer all MOR/ATA/IP Phones configuration, system monitoring and all VoIP related problems to Kolmisoft support team. It is same as to hire full-time employer to work with MOR and VoIP issues.

  • iptables firewall configuration is included on MOR server(s), all other kind of firewalls - not included