Difference between revisions of "Support"
| Line 107: | Line 107: | ||
= Differences between GOLD and PLATINUM support plans= | = Differences between GOLD and PLATINUM support plans= | ||
* GOLD support response time is longer | * GOLD 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 Platinum support | This means that if a ticket is created - we will answer to it as soon as possible. Whereas Platinum support | ||
| Line 113: | Line 113: | ||
applies for quickest possible answer from 0 to 1 hours. | applies for quickest possible answer from 0 to 1 hours. | ||
* PLATINUM support allows you to ask any questions you | * PLATINUM support allows you to ask any questions you want regarding MOR. We can make, consult and | ||
implement various configurations on demand. | implement various configurations on demand. | ||
| Line 119: | Line 119: | ||
* GOLD support is different - we only check the configurations made by you. We provide online resources | * GOLD support is different - we only check the configurations made by you. We provide online resources | ||
for these tasks | 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 | on your server. We help solve problems which arise you during configurations but we do not make | ||
Revision as of 12:45, 12 April 2012
In what order tickets are solved
| Reaction time | Priority | Support Plan | Forum | Support System | IM(Skype/MSN/ICQ) | Phone | FULL SERVICE* | |
| 0-1h | High |  PLATINUM |
 |
|
|
|
|
|
| 0-1h | Medium | PLATINUM |
|
|
|
|
|
|
| 0-1h | Low | PLATINUM |
|
|
|
|
|
|
| 0-3h | High |  GOLD |
|
|
|
|
|
|
| 0-3h | Medium | GOLD |
|
|
|
|
|
|
| 0-3h | Low | GOLD |
|
|
|
|
|
|
| 0-6h | High |  SILVER |
|
|
|
|
|
|
| 0-6h | Medium | SILVER |
|
|
|
|
|
|
| 0-6h | Low | SILVER |
|
|
|
|
|
|
| 0-12h | High |  BRONZE |
|
|
|
|
|
|
| 0-12h | Medium | BRONZE |
|
|
|
|
|
|
| 0-12h | Low | BRONZE |
|
|
|
|
|
|
| - | All | None (with license) | |
|
|
|
|
|
| - | All | FREE | |
|
|
|
|
|
Hours are Working hours, which are Monday to Friday from 9.00 - 18.00 GMT+2.
Paid Support
Users without a support plan can create a ticket and use a paid support by hourly rate. Our hourly rate is 50 EUR/h.
If the problem is caused by a bug or Kolmisoft fault - it is fixed for free. More examples of free services:
- 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.
In all other cases (misconfiguration, hardware crash, etc), fee is 50 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)
What is included into GOLD/SILVER/BRONZE support
- Helping to solve problems
- Server re-installation (only if server crashed or was hacked)
- Migration from MOR FREE to just bought MOR
- 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 GOLD/SILVER/BRONZE support
- Testing customers settings - we only show 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
- Custom Asterisk modifications
* FULL SERVICE - 
PLATINUM
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)
Differences between GOLD and PLATINUM support plans
- GOLD 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 Platinum support
applies for quickest possible answer from 0 to 1 hours.
- PLATINUM support allows you to ask any questions you want regarding MOR. We can make, consult and
implement various configurations on demand.
- GOLD 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 configuration
- VPN configuration
- Iptables, firewall configuration
