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 own an older version, please contact [mailto:business@kolmisoft.com our sales team] for the consultation on upgrading.
'''IMPORTANT!''' Only the two latest versions of MOR are officially supported. If you are using an older version, please contact [mailto:business@kolmisoft.com our sales team] for a consultation on upgrading.


This table shows support plans and how they are served.
The primary channel for support is [https://support.kolmisoft.com/ Kolmisoft Support System].
 
The table below outlines the available support plans and their corresponding service levels:


{| border="1" cellpadding="5" cellspacing="0"  
{| border="1" cellpadding="5" cellspacing="0"  
| '''Support Plan''' || '''Priority''' || '''Average 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''' || '''Avg. Response Time (Working Hours)*''' ||  '''[[Ticket System | Support System]]''' ||  [[Support#FULL_SERVICE_-__ENTERPRISE | '''We do MOR configurations for you''' ]]
|-  
|-  
| '''ENTERPRISE''' ||Highest ||15 minutes ||  [[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]]
|-  
|-  
| PREMIUM||High ||15 minutes||   [[Image:icon_check.png]] || [[Image:icon_check.png]] || [[Image:icon_check.png]]  ||  [[Image:icon_cross.png]]
| PREMIUM||High ||25 minutes || [[Image:icon_check.png]] ||  [[Image:icon_cross.png]]
|-
| FREE || Lowest || best-effort (not guaranteed) || [[Image:icon_check.png]] || [[Image:icon_cross.png]] || [[Image:icon_cross.png]]  ||  [[Image:icon_cross.png]]
|-  
|-  
|}
|}
<br>
<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.
 
'''Support Working Hours''': Monday to Friday, 8:00 AM – 6:00 PM [http://www.timeanddate.com/worldclock/city.html?n=660 Lithuanian time]. We aim to respond to support tickets within 15-25 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 [[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>
== 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.
Please report your problem or question in the [[Ticket System | Support System]].




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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 | Data migration]]''' || 210 EUR|| Complete process is done by Kolmisoft engineers
| '''[[Migration_to_other_server | Data migration]]''' || 210 EUR
|-  
|-  
| '''[[Heartbeat_configuration | Heartbeat / Virtual IP configuration]]''' || 210 EUR|| Complete process is done by Kolmisoft engineers
| '''[[Heartbeat_configuration | Heartbeat / Virtual IP configuration]]''' || 210 EUR
|-  
|-  
| '''[[MySQL_Replication | MySQL Replication]]''' || 210 EUR|| Complete process is done by Kolmisoft engineers
| '''[[MySQL_Replication | MySQL Replication]]''' || 210 EUR
|-  
|-  
| '''Hourly rate support''' || 100 EUR/h || Hourly support is rounded by 60 minutes (if work takes 25 minutes, it's charged for 1 hour)
| '''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  
|-  
|-  
| '''[[Installation | Installation (two last versions)]]''' || 210 EUR || +100 EUR for each additional server
| '''[[Installation | Installation]] '''(the newest version, price per server) || 210 EUR
|-
| '''[[Installation | Installation (not supported versions)]]''' || 420 EUR || +100 EUR for each additional server
|-
| '''[https://blog.kolmisoft.com/homer-install-on-centos-8/ Homer Installation]''' || 350 EUR ||
|-
| '''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'''
|-  
|-  
|}
|}
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* Answering technical questions
* Answering technical questions
* Giving a guide for configuration
* Giving a guide for configuration
* Activation of the license after a server crash or migration to a new server(core upgrade, core recompile). Data migration and (re)installation services are charged according to the rates described not included '''[[Support#Rates_of_technical_services | here]]'''
* "Let's Encrypt" signed SSL certificate installation on the new system (GUI)
* Security certificate installation on the new system (GUI)


<br><br>
<br><br>
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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, Rocky) 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
* MySQL replication re-build.
* Communicating  with different service providers and other third parties
* Communicating  with different service providers and other third parties
* [[Install_Dahdi | Zaptel/DAHDI]] installation/configuration
* [[Install_Dahdi | Zaptel/DAHDI]] installation/configuration
* Iptables, firewall, network configuration
* Additional security certificate installations/updates/upgrades
* Additional security certificate installations/updates/upgrades
* 3rd party software installation/debugging
* 3rd party software installation/debugging
* Installation and maintenance of other than "Let's Encrypt" SSL certificates
<br><br>
<br><br>


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** 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.
* Dealing with 3rd party providers.
<br><br>
= M2 Softswitch under NAT =
M2 Softswitch should have real IP and cannot be under NAT. M2 Softswitch under NAT is not supported.
<br><br>
<br><br>


Latest revision as of 12:39, 14 May 2025

Support plans

IMPORTANT! Only the two latest versions of MOR are officially supported. If you are using an older version, please contact our sales team for a consultation on upgrading.

The primary channel for support is Kolmisoft Support System.

The table below outlines the available support plans and their corresponding service levels:

Support Plan Priority Avg. Response Time (Working Hours)* Support System We do MOR configurations for you
ENTERPRISE Highest 15 minutes Icon check.png Icon check.png
PREMIUM High 25 minutes Icon check.png Icon cross.png


Support Working Hours: Monday to Friday, 8:00 AM – 6:00 PM Lithuanian time. We aim to respond to support tickets within 15-25 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 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, 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.



See also

Retrieved from "https://wiki.kolmisoft.com/index.php?title=Support&oldid=30124"