Support
Support plans
IMPORTANT! Only the two latest versions of MOR are officially supported.
The primary channel for support is Kolmisoft Support System.
The table below outlines the available support plans and their corresponding service levels:
The guaranteed response time applies only to tickets submitted via the Support System.
| Support Plan | Priority | Avg. Response Time (Working Hours)* | Guaranteed Response Time (Working Hours)* | Support System | We do MOR configurations for you |
| ENTERPRISE | Highest | 15 minutes | 2 hours |  |
|
| PREMIUM | High | 25 minutes | 2 hours | |
|
*Support Working Hours: Monday to Friday, 8:00 AM – 6:00 PM Lithuanian time, excluding weekends and official public holidays in Lithuania (as defined by applicable law; for reference, see https://www.timeanddate.com/holidays/lithuania/). We aim to respond to support tickets within 25 minutes during working hours, but response times may occasionally be longer if a team member is on leave, unwell, or if there is an unusually high volume of support requests.
Emergency Support (for BLOCKER priority tickets) is available 24x7 and support is provided only through 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 | Description | Price |
| Data migration | Migration of system data to another server | 210 EUR |
| Heartbeat / Virtual IP configuration | High availability setup (failover configuration) using a Virtual IP (failover IP) to automatically switch traffic to a backup server in case of failure | 210 EUR |
| MySQL Replication | Database replication setup or troubleshooting and resolution of replication issues | 210 EUR |
| Installation | Installation of the latest system version (per server) | 210 EUR |
| Hourly rate support | Technical support provided outside the scope of an active Support Plan (billed in full-hour increments) | 100 EUR/h |
| After working hours support | Technical support provided outside standard working hours (billed in full-hour increments) | 100 EUR/h |
| Personal training | Dedicated training sessions tailored to Customer needs (billed in full-hour increments) | 100 EUR/h |
| Custom development | Development based on specific Customer requirements; scope and pricing defined individually | Depends on request |
What is included in PREMIUM support
- Problem troubleshooting
- Answering technical questions
- Giving a guide for configuration
- "Let's Encrypt" signed SSL certificate installation on the new system (GUI)
What is NOT included in ENTERPRISE/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
- MySQL replication re-build
- Redundancy configuration
- Personal Training (Online Group Training is included)
- Iptables, firewall, network configuration
- Server re-installation
- Linux (CentOS, Rocky) support
- Custom database modifications AND DB/data restoration after broken DB integrity because of manual interference into DB
- Custom Asterisk modifications
- Communicating with different service providers and other third parties
- Zaptel/DAHDI installation/configuration
- Additional security certificate installations/updates/upgrades
- 3rd party software installation/debugging
- Installation and maintenance of other than "Let's Encrypt" SSL certificates
FULL SERVICE - ENTERPRISE
Dedicated for companies who want to transfer Softswitch 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 Softswitch 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/M2)
Jobs NOT done by Kolmisoft
- SNMP service configuration
- TDM/PSTN card installation/configuration
- VPN 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.
