Difference between revisions of "Support"

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= Support plans =  
= Support plans =  


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


{| border="1" cellpadding="5" cellspacing="0"  
{| border="1" cellpadding="5" cellspacing="0"  
| '''Support Plan''' || '''Priority''' || '''Reaction time during working hours''' ||  '''[https://support.kolmisoft.com/forums Forum]'''|| '''[[Ticket System | Support System]]''' || '''Skype Chat''' ||  [[Support#FULL_SERVICE_-__ENTERPRISE | '''Full Service''' ]]
| '''Support Plan''' || '''Priority''' || '''Average reaction time during working hours*''' ||  '''[[Ticket System | Support System]]''' || '''Skype Chat''' ||  [[Support#FULL_SERVICE_-__ENTERPRISE | '''Full Service''' ]]
|-  
|-  
| '''ENTERPRISE''' ||Highest ||0-1h ||  [[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]]
 
|-  
|-  
| PREMIUM||High ||0-3h ||   [[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]]
 
|-
| BASIC ||Normal|| 0-12h ||  [[Image:icon_check.png]] || [[Image:icon_check.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]]
| FREE || Lowest || - || [[Image:icon_check.png]] || [[Image:icon_cross.png]] || [[Image:icon_cross.png]]  ||  [[Image:icon_cross.png]]
|-  
|-  
|}
|}
<br>
<br>
Skype support (Skype ID: support_kolmisoft) is available on the best effort (not guaranteed) Monday to Sunday 8 AM - 8PM [http://www.timeanddate.com/worldclock/city.html?n=660 GMT+2] (Lithuanian time).  
*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]].
 
 
<br><br>
== Skype Support ==
 
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).
 
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 [[Ticket System | Support System]].


If Skype support is offline, please report your problem or question in the [[Ticket System | Support System]].


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


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{| border="1" cellpadding="5" cellspacing="0"  
{| border="1" cellpadding="5" cellspacing="0"  
| '''Task''' || '''Price''' || '''Description'''
| '''Task''' || '''Price'''  
|-  
|-  
| '''[[Migration_to_other_server | Migration]]''' || 200 EUR|| Complete process is done by Kolmisoft engineers
| '''[[Migration_to_other_server | Data migration]]''' || 210 EUR
|-  
|-  
| '''[[Heartbeat_configuration | Heartbeat / Virtual IP configuration]]''' || 200 EUR|| Complete process is done by Kolmisoft engineers
| '''[[Heartbeat_configuration | Heartbeat / Virtual IP configuration]]''' || 210 EUR
|-  
|-  
| '''[[MySQL_Replication | MySQL Replication]]''' || 200 EUR|| Complete process is done by Kolmisoft engineers
| '''[[MySQL_Replication | MySQL Replication]]''' || 210 EUR
|-  
|-  
| '''Hourly rate support''' || 100 EUR/h || This support is provided if client does not have any service plan
| '''Hourly rate support''' (rounded by 60 minutes)|| 100 EUR/h  
|-  
|-  
| '''[[Training#Personalized_Training | Personal training]]''' || 100 EUR/h || Training is done online by Skype
| '''[[Training#Personalized_Training | Personal training]]''' || 100 EUR/h  
|-  
|-  
| Remote '''MOR FREE installation'''(10 concurrent calls, all add-ons) || 100 EUR || Remote installation is paid. If Vmware Image suits you, you can download it [[MOR_VMware_images | here]].
| '''[[Installation | Installation]] '''(the newest version, price per server) || 210 EUR
|-
| '''License re-installation''' || 100 EUR || This task is free only if the need of the reinstallation arose because of Kolmisoft's fault
|-
| '''BUG fixing''' || - || BUG fixing is free for one year after the last upgrade (only two newest versions are supported)
|-
| '''PUBLIC forum''' || - || Tickets in PUBLIC forum are free. User can request to move a ticket to PRIVATE by agreeing to use '''hourly rate support''' or '''support plan'''
|-  
|-  
|}
|}
<br><br>
<br><br>


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


* 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
* MySQL replication re-build.
<br><br>
<br><br>


= What is NOT included into ENTERPRISE/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>
<br><br>


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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>
<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
* 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.

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

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