Difference between revisions of "Support"
From Kolmisoft Wiki
Jump to navigationJump to search
(→Notes) |
|||
| Line 47: | Line 47: | ||
* Testing customers settings - we only show how to do that yourself. | * Testing customers settings - we only show how to do that yourself. | ||
* Custom development - no additional functionality programming is included. It can be ordered separately. | |||
Revision as of 16:22, 26 November 2009
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 from 9.00 - 18.00 GMT+2.
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 not included into GOLD/SILVER/BRONZE support
- Testing customers settings - we only show how to do that yourself.
- Custom development - no additional functionality programming is included. It can be ordered separately.
* FULL SERVICE - everything included - 
PLATINUM
Dedicated for companies who want to transfer all MOR/ATA/IP Phones configuration, system monitoring and all VoIP related problems to Kolmisoft support team. It is same as to hire full-time employer to work with MOR and VoIP issues.
- iptables firewall configuration is included on MOR server(s), all other kind of firewalls - not included
