Support

From Kolmisoft Wiki
Jump to navigationJump to search

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 cross.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 cross.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 cross.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 cross.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 Monday to Friday from 9.00 - 18.00 GMT+2.




Users without a support plan can create a ticket and use a paid support by hourly rate. Our hourly rate is 50 EUR/h.

If the problem is caused by a bug or Kolmisoft fault - it is fixed for free. More examples of free services:

  • 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.

In all other cases (misconfiguration, hardware crash, etc), fee is 50 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



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 included into GOLD/SILVER/BRONZE support

  • Helping to solve problems
  • Server re-installation (only if server crashed or was hacked)
  • Migration from MOR FREE to just bought MOR
  • 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 GOLD/SILVER/BRONZE 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



* FULL SERVICE - Icon platinum sp.png PLATINUM

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)



Differences between GOLD and PLATINUM support plans

  • GOLD 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 Platinum support

applies for quickest possible answer from 0 to 1 hours.

  • PLATINUM support allows you to ask any questions you want regarding MOR. We can make, consult and

implement various configurations on demand.

  • GOLD 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.




Jobs NOT done by Kolmisoft

  • SNMP service configuration
  • TDM/PSTN card installation/configuration
  • Zaptel/DAHDI configuration
  • VPN configuration
  • Iptables, firewall configuration