Support

In what order tickets are solved

Reaction time	Priority	Support Plan	Forum	Support System	Email	IM(Skype/MSN/ICQ)	Phone	FULL SERVICE*
0-1h	High	PLATINUM
0-3h	High	PREMIUM
0-12h	High	STANDARD
-	All	FREE

Hours are Working hours, which are Monday to Friday from 9.00 - 18.00 GMT+2.

Ticket Priorities

• 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.

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 (and you have one of two latest MOR versions) - it is fixed for free.

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)
• 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 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
• Redundancy configuration
• Personal Training (Online Group Training is included)
• Custom iptables, firewall configurations
• Server re-installation
• Linux (CentOS) support
• Custom database modifications AND DB/data restoration after broken DB integrity because of manual interference into DB
• 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 installation/ configuration
• VPN configuration
• Iptables, firewall, network configuration
  • 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.