Support

Support plans

This table shows support plans and how they are served.

Support Plan	Priority	Reaction time	Forum	Support System	Skype Chat	FULL SERVICE*
ENTERPRISE	Highest	0-1h
PREMIUM	High	0-3h
BASIC	Normal	0-12h
FREE	Lowest	-

Working hours are Monday to Friday 9:00 - 18:00 GMT+2.

Extended support hours for general support (answering questions, etc): Monday to Sunday (12/7) 9:00 - 20:00 GMT+2.

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.

Additional Support Options with 12 months Support Plans

• Printed manuals for 12 months
• Automatic server infrastructure monitoring with proactive problem solving
• Automatic database backups to Amazon S3 Cloud Service
• Weekly Group training
• Software upgrades for 12 months (in Premium and Enterprise plans)
• Monitoring add-on for 12 months (in Premium and Enterprise plans)
• Personal online training with one of our skilled engineers (4 hours in Premium, 10 hours in Enterprise plans)
• Dedicated engineer (in Enterprise plan)

Paid Support

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

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)

Skype support

Available to the Clients with PREMIUM and ENTERPRISE Plans.

Hours:...

How it is conducted:

What is included into BASIC/PREMIUM support

• Helping to solve problems
• 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 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

* 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)

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.

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.