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2026-05-11T06:01:43Z

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2026-05-11T05:54:23Z

Viliuss:

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Support System explanation

2026-05-11T05:51:11Z

Viliuss:

[http://support.kolmisoft.com Kolmisoft Support System] is the main place to contact Kolmisoft support.

It helps keep all support communication, questions, answers, files, and history in one place.

 

= Tickets =

If you have a problem or question, please log in to the Support System and [[Create new Ticket in Ticket System | create a support ticket]].

Each ticket should be about one problem or question only.

If you have several different issues, please create a separate ticket for each one. This helps our team handle each issue faster and more clearly.

After you create a ticket, the Kolmisoft team will review it and start working on it based on its priority.

For critical problems, for example, if the server is down or all calls have stopped, please create a ticket with '''Blocker''' priority.

[[File:Ticket priorities.png|600px]]

For clients with an active Support Plan, emergency support for '''Blocker''' tickets is available 24/7.

More information about Support Plans is available [[Support|here]].

 

= Ticket Comments =

All communication about a ticket should be done by [[Write comment to the Ticket | writing comments]] inside that ticket.

This is important because:

* all information stays in one place;
* another engineer can continue working on the ticket if needed;
* nothing is lost if shifts change;
* logs, screenshots, files, and explanations stay connected to the correct issue.

For this reason, the ticket should always be the main communication channel.

 

= Contacting Engineers via WhatsApp or Telegram =

In some cases, after you create a ticket, you may also contact the engineer who took the ticket via WhatsApp or Telegram.

However, please follow these rules:

* Always create a support ticket first.
* Use WhatsApp or Telegram only for follow-up questions about an existing ticket.
* Not all engineers use WhatsApp or Telegram.
* A reply via WhatsApp or Telegram is not guaranteed.
* The engineer may be busy working on other tickets.
* Important information should still be written in the ticket.

WhatsApp or Telegram can be useful for a short follow-up, for example:

''Hello, I have a follow-up question about ticket #12345.''

If your question is about a different problem, please create a new ticket instead.

If the engineer has WhatsApp or Telegram details, you can see them at the top of the ticket after the ticket is assigned.

[[File:Engineer WhatsApp Telegram.png|600px|none]]

 

= Support System Logins and Contacts =

You can create several contacts and logins for your company.

This is useful if more than one person from your company needs access to the Support System.

To create or edit contacts:

# Log in to the Support System.
# Go to '''Settings > Contacts'''.
# Select an existing contact or create a new one.
# If this person should be able to log in, enable '''Login Access'''.
# Create or update the username and password.
# Click '''Update''' to save the changes.

[[File:Login Access.png|500px|none]]

 

= Support Notifications =

When someone adds a comment to your ticket, you can receive an email notification with the comment text.

To change support notification emails:

# Log in to the Support System.
# Go to '''Settings > Details'''.
# Scroll down to the '''Emails''' section.
# Add notification email addresses in these fields:
#* '''Email'''
#* '''Email #2'''
#* '''Email #3'''
#* '''Email #4'''

You can add up to 4 email addresses for support notifications.

[[File:Support notifications emails.png|500px|none]]

If you create a new contact and want this person to receive support ticket notifications, make sure their email address is added in this section.

 

= Development Request Notifications =

The '''Request Email''' field is separate from support ticket notifications.

It is used only for development request notifications.

Development requests are managed here:

https://support.kolmisoft.com/cd_requests/list

Use this field only if you want to receive notifications about development requests.

[[File:Development requests notifications emails.png|500px|none]]

 

= Invoice and Payment Notification Contacts =

Invoice and payment notification contacts are managed separately from support ticket notifications.

To update invoice contact details:

# Log in to the Support System.
# Go to '''Settings > Contacts'''.

[[File:Go to SETTINGS Contacts.png|600px|none]]

 

# Find the contact named '''Invoices''' and click on the name.

[[File:Locate the contact labeled Invoices and click on the name.png|600px|none]]

 

# Update the '''Email address''' and/or '''Telegram ID'''.
# Click '''Update''' to save the changes.

[[File:Update the email address and Telegram ID as needed.png|600px|none]]

 

= Reconnecting Telegram Notifications =

If you changed your '''Telegram ID''', please reconnect Telegram notifications:

# Add [https://t.me/kolmisoft_bot @kolmisoft_bot] in Telegram.
# Send the command '''/start'''.
# You should receive this message:

''Successfully connected with our system''

 

= Attachments =

You can add files to your ticket by clicking '''Add Attachment''' in the ticket edit window.

For example, you can attach screenshots, logs, documents, or other files related to the issue.

[[File:crm_attachement.png]]

 

= See Also =

* [[Support]]
* [[Create new Ticket in Ticket System]]
* [[Write comment to the Ticket]]

File:Development requests notifications emails.png

2026-03-09T12:32:15Z

Viliuss:

= How Kolmisoft Softswitch Pricing Works =

Kolmisoft pricing is not one-size-fits-all because VoIP businesses vary greatly in size, traffic volume, and infrastructure.

Instead of fixed packages, pricing depends on several clear factors. Understanding these factors will help you estimate the cost of your setup.

 

== Product ==

The first factor is which product best fits your business model.

Kolmisoft offers two main softswitch platforms:

'''MOR – Class 5 Softswitch'''

Designed for businesses serving end users or enterprises, such as:

* Retail VoIP providers
* SIP trunking providers
* Virtual PBX providers
* Call centers
* Mixed retail and wholesale VoIP businesses

'''M4 SBC – Class 4 Softswitch'''

Designed for high-volume voice routing environments such as:

* Wholesale VoIP transit
* Carrier-to-carrier traffic
* Call center traffic termination
* High-performance routing setups

You can compare both platforms here:
[https://www.kolmisoft.com/mor-vs-m4-sbc MOR vs M4 SBC comparison table]

 

== Add-ons (Optional Modules) ==

Both MOR and M4 can be extended with optional add-ons that provide additional functionality.

Examples of add-ons include:

* Number portability (MNP)
* Payment gateway integrations
* SMS functionality
* Advanced reporting
* Specialized routing tools

Add-ons are optional and only affect pricing if you need them.

See available add-ons:

* [[MOR_Addons|MOR add-ons]]
* [[M4_Switch_Manual#Addons|M4 add-ons]]

 

== Hosting: Hosted vs Your Own Server ==

You can choose where your softswitch will run.

'''Option 1 – Your own server (on-premise or cloud)'''

Best if you:

* already manage servers or infrastructure
* want full control over your environment
* plan to host the system in your own data center or cloud provider

See [[Recommended_hardware|recommended hardware]].

 

'''Option 2 – Hosted Softswitch'''

Kolmisoft manages the infrastructure and server environment for you.

This option is suitable if you want to:

* avoid server management
* focus on running your VoIP business
* deploy faster without infrastructure setup

 

If you decide to use your own server, you can either subscribe monthly or purchase a permanent license.

 

== Traffic Volume (Concurrent Calls) ==

Pricing also depends on the expected traffic load.

Typical deployment scenarios:

'''MOR single-server solution'''

* Up to ~500 concurrent calls
* Up to ~50 CPS (most deployments are closer to ~20 CPS)

'''[[Implementations|MOR multi-server solution]]'''

* Up to ~2000 concurrent calls
* Up to ~100 CPS

'''[[M4_System_Architecture|M4 multi-server solution]]'''

* Up to ~10 000 concurrent calls
* Up to ~1000 CPS

More details: [[Softswitch_performance|system performance]].

 

== What Does NOT Affect the Price ==

For transparency, the price does '''not''' depend on:

* number of customers
* number of SIP accounts
* number of DID numbers
* number of carriers
* number of routes

These elements are not artificially limited.

Pricing mainly depends on the selected product, infrastructure, expected traffic capacity, and optional add-ons.

 

== Get Pricing ==

Want to see approximate pricing?

Request pricing here:
[https://www.kolmisoft.com/pricing Pricing page]

 

Want an exact price based on your setup?

Please [https://www.kolmisoft.com/company/contact contact us] and we will help estimate the most efficient configuration for your business.

Pricing structure

2026-03-09T12:30:09Z

Viliuss:

The pricing of Kolmisoft softswitches depends on these factors.

== Product ==

Which product are you interested in? We have two main products:
* MOR - Class 5 Softswitch for retail, SIP trunking, virtual PBX, wholesale, and other voice business models.
* M4 SBC - Class 4 Softswitch for wholesale transit and selling traffic to call centers.

Check which one is a better fit for you in [https://www.kolmisoft.com/mor-vs-m4-sbc MOR vs M4 SBC comparison table].
 
== Add-ons ==

Which add-ons do you need?

An add-on is an additional module that supplements the main functionality of Kolmisoft softswitches.

Check what add-ons are available:
* [[MOR_Addons|MOR add-ons]]
* [[M4_Switch_Manual#Addons|M4 add-ons]]
 
== Hosted vs On-premise ==

Do you want to use your server, or are you looking for a hosted softswitch?
* If you have experience with server hosting and hardware management, use your server (see [[Recommended_hardware|hardware recommendations]]).
* If you want to focus on your business and delegate server management to Kolmisoft, use a hosted SoftSwitch.

If you decide to use your server, you can either subscribe monthly or purchase a permanent license.
 
== Traffic volume (concurrent calls) ==

How many concurrent calls do you need?

You can use an economical single-server solution or more advanced multi-server deployments.

[[Softswitch_performance|The system performance]] in ideal conditions (no extensive GUI usage and no transcoding):

* MOR single-server solution - up to 500 concurrent calls, up to 50 CPS (most of the time it's closer to 20).
* [[Implementations | MOR multi-server solution]] - up to 2000 concurrent calls, up to 100 CPS
* [[M4_System_Architecture | M4 multi-server solution]]- up to 10 000 concurrent calls, up to 1000 CPS
 
== Get pricing ==

Want to know approximate pricing? Requested the pricing [https://www.kolmisoft.com/pricing here].

Want to get exact pricing based on your requirements? Please [https://www.kolmisoft.com/company/contact contact us].