Support
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.
- 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
* 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)
Jobs NOT done by Kolmisoft
- SNMP service configuration
- TDM/PSTN card installation/configuration
- Zaptel/DAHDI configuration
- VPN configuration
