Support
From Kolmisoft Wiki
Revision as of 10:56, 23 February 2010 by Mindaugas (talk | contribs) (→What is not included into GOLD/SILVER/BRONZE 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 |
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| 0-1h | Medium | PLATINUM |
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| 0-1h | Low | PLATINUM |
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| 0-3h | High |  GOLD |
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| 0-3h | Medium | GOLD |
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| 0-3h | Low | GOLD |
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| 0-6h | High |  SILVER |
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| 0-6h | Medium | SILVER |
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| 0-6h | Low | SILVER |
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| 0-12h | High |  BRONZE |
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| 0-12h | Medium | BRONZE |
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| 0-12h | Low | BRONZE |
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| - | All | None (with license) | |
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| - | All | FREE | |
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Hours are Working hours, which are Monday to Friday 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 included into GOLD/SILVER/BRONZE support
- Server re-installation if server crashed or was hacked.
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
- Additional server configuration
- MySQL Replication configuration
- Redundancy configuration
* FULL SERVICE - 
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
NOT INCLUDED:
- Custom development - no additional functionality programming is included. It can be ordered separately.
