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
0-1h	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.

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 if server crashed or was hacked.
• Migration from MOR FREE to just bought MOR

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.

Jobs NOT done by Kolmisoft

• SNMP service configuration
• TDM/PSTN card installation/configuration
• Zaptel configuration
• VPN configuration