Difference between revisions of "Support"

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[[File:technical_support.jpg|right|200px]]
= Support plans =  
= Support plans =  
'''IMPORTANT!''' Only the 2 latest versions of MOR are supported, therefore if you own an older version, please contact [mailto:business@kolmisoft.com our sales team] for the consultation on upgrading.
This table shows support plans and how they are served.


{| border="1" cellpadding="5" cellspacing="0"  
{| border="1" cellpadding="5" cellspacing="0"  
| '''Reaction time''' || '''Priority''' || '''Support Plan''' ||  '''[http://forum.kolmisoft.com Forum]'''|| '''[[Ticket System | Support System]]''' || '''Email''' || '''IM(Skype/MSN/ICQ)''' || '''Phone''' || '''FULL SERVICE*'''
| '''Support Plan''' || '''Priority''' || '''Average reaction time during working hours*''' ||   '''[[Ticket System | Support System]]''' || '''Skype Chat''' || [[Support#FULL_SERVICE_-__ENTERPRISE | '''Full Service''' ]]
|-  
|-  
| 0-1h || Highest || '''ENTERPRISE''' || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]]
| '''ENTERPRISE''' ||Highest ||15 minutes || | [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]]
 
|-  
|-  
| 0-3h || High || PREMIUM|| [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_cross.png]]
| PREMIUM||High ||15 minutes || [[Image:icon_check.png]] || [[Image:icon_check.png]] ||  [[Image:icon_cross.png]]
 
|-
| 0-12h || Normal|| BASIC || [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_cross.png]] ||[[Image:icon_cross.png]] ||  [[Image:icon_cross.png]] || [[Image:icon_cross.png]]
 
|-  
|-  
 
| FREE || Lowest || best-effort (not guaranteed) || [[Image:icon_check.png]] || [[Image:icon_cross.png]]  ||   [[Image:icon_cross.png]]
| - || Lowest || FREE || [[Image:icon_check.png]] || [[Image:icon_cross.png]] || [[Image:icon_cross.png]] ||[[Image:icon_cross.png]] || [[Image:icon_cross.png]] || [[Image:icon_cross.png]]
|-  
|-  
|}
|}
<br>
*Reaction time applies only to online tickets (not to Skype chat). Please note that this is an average, so in some cases it may take longer, but not more than 3 hours during working hours.


'''Emergency Support''' (for '''BLOCKER''' priority tickets) is available 24x7 and support is provided only through the [[Ticket System | Support System]].


Hours are <u>Working hours</u>, which are Monday to Friday from [http://www.timeanddate.com/worldclock/city.html?n=660 9.00 - 18.00 GMT+2].
IM(Skype/MSN/ICQ)as well as phone support is provided after the detailed description is given in appropriate ticket (ie. it is a must to provide all the information in the ticket in order to receive the response any other way than ticket). This is needed in order to track every progress in tickets and assist you better.


<br><br>
<br><br>
== Skype Support ==


= Ticket Priorities =
Skype support (Skype ID: support_kolmisoft) is available on the best effort (not guaranteed) Monday to Friday 8 AM - 6PM [http://www.timeanddate.com/worldclock/city.html?n=660 GMT+2] (Lithuanian time).


* Blocker - The system is down or severely degraded or business operations are being critically impacted
If Skype support is offline or not answering - that means nobody is available at this time. Do not expect support over Skype. It is not guaranteed. Only when somebody is available - then engineer could answer.
* 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.
 
<br><br>


= Support with new license =
The main channel to get support is over the Support System. Please report your problem or question in the [[Ticket System | Support System]].


When new license is purchased for the first time 6 month BASIC support is included.


<br><br>
<br><br>


= Additional Support Options with 12 months Support Plans =  
= Ticket Priorities =  


Based on the severity tickets are divided into priorities by which support engineers decide which ticket should be solved first.


* Printed manuals for 12 months
* Blocker - The system is down or severely degraded or business operations are being critically impacted
* Automatic server infrastructure monitoring with proactive problem solving
* High - The system is degraded
* Automatic database backups to Amazon S3 Cloud Service
* Medium - The system operation is impaired, yet generally functional
* Weekly Group training
* Low - Configuration or planning assistance is requested to optimize performance of the system. This includes web interface usage and the like.
* 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)
 
<br><br>
<br><br>


= Paid Support =
= Rates of technical services =  
 
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 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)


{| border="1" cellpadding="5" cellspacing="0"
| '''Task''' || '''Price'''
|-
| '''[[Migration_to_other_server | Data migration]]''' || 210 EUR
|-
| '''[[Heartbeat_configuration | Heartbeat / Virtual IP configuration]]''' || 210 EUR
|-
| '''[[MySQL_Replication | MySQL Replication]]''' || 210 EUR
|-
| '''Hourly rate support''' (rounded by 60 minutes)|| 100 EUR/h
|-
| '''[[Training#Personalized_Training | Personal training]]''' || 100 EUR/h
|-
| '''[[Installation | Installation]] '''(the newest version, price per server) || 210 EUR
|-
|}
<br><br>
<br><br>


= What is included into BASIC/PREMIUM support =
= What is included in PREMIUM support =


* Helping to solve problems
* Problem troubleshooting
* Activation of the license after server crash (core upgrade, core recompile)
* Answering technical questions
* Activation of the license after migration to new server (core upgrade, core recompile). Data migration not included.
* Giving a guide for configuration
* "Let's Encrypt" signed SSL certificate installation on the new system (GUI)


<br><br>
<br><br>


= What is NOT included into BASIC/PREMIUM support =
= 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).
* Testing customers settings - we only explain how to do that yourself (TeamViewer and other methods of screen sharing are not used).
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* Additional server configuration
* Additional server configuration
* MySQL Replication configuration
* MySQL Replication configuration
* MySQL replication re-build
* Redundancy configuration
* Redundancy configuration
* Personal Training (Online Group Training is included)
* Personal Training (Online Group Training is included)
* Custom iptables, firewall configurations
* Iptables, firewall, network configuration
* Server re-installation
* Server re-installation
* Linux (CentOS) support
* Linux (CentOS) support
* Custom database modifications AND DB/data restoration after broken DB integrity because of manual interference into DB
* Custom database modifications AND DB/data restoration after broken DB integrity because of manual interference into DB
* Custom Asterisk modifications
* Custom Asterisk modifications
* Communicating  with different service providers and other third parties
* [[Install_Dahdi | 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
<br><br>
<br><br>


=* FULL SERVICE -  '''ENTERPRISE''' =
= 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.


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.
<br><br>


NOT INCLUDED:
NOT INCLUDED:
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* Enterprise support plan does not include periodic hand-made reports or documenting configurations/features additionally.  
* 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.
* 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)
** 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)
<br><br>
 
= 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.
 
 
<br><br>
<br><br>


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* SNMP service configuration
* SNMP service configuration
* TDM/PSTN card installation/configuration
* TDM/PSTN card installation/configuration
* [[Install_Dahdi | Zaptel/DAHDI]] installation/ configuration
* VPN 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.
** 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.
<br><br>
= See also =
* [[Support System explanation]]
* [[Create new Ticket in Ticket System]]
* [[Write comment to the Ticket]]

Latest revision as of 08:14, 27 February 2024

Support plans

IMPORTANT! Only the 2 latest versions of MOR are supported, therefore if you own an older version, please contact our sales team for the consultation on upgrading.

This table shows support plans and how they are served.

Support Plan Priority Average reaction time during working hours* Support System Skype Chat Full Service
ENTERPRISE Highest 15 minutes Icon check.png Icon check.png Icon check.png
PREMIUM High 15 minutes Icon check.png Icon check.png Icon cross.png
FREE Lowest best-effort (not guaranteed) Icon check.png Icon cross.png Icon cross.png 


*Reaction time applies only to online tickets (not to Skype chat). Please note that this is an average, so in some cases it may take longer, but not more than 3 hours during working hours.

Emergency Support (for BLOCKER priority tickets) is available 24x7 and support is provided only through the Support System.




Skype Support

Skype support (Skype ID: support_kolmisoft) is available on the best effort (not guaranteed) Monday to Friday 8 AM - 6PM GMT+2 (Lithuanian time).

If Skype support is offline or not answering - that means nobody is available at this time. Do not expect support over Skype. It is not guaranteed. Only when somebody is available - then engineer could answer.

The main channel to get support is over the Support System. Please report your problem or question in 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 Price
Data migration 210 EUR
Heartbeat / Virtual IP configuration 210 EUR
MySQL Replication 210 EUR
Hourly rate support (rounded by 60 minutes) 100 EUR/h
Personal training 100 EUR/h
Installation (the newest version, price per server) 210 EUR



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) 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.



See also

Retrieved from "https://wiki.kolmisoft.com/index.php?title=Support&oldid=29449"