Differences

This shows you the differences between two versions of the page.

--- en:dpi:techsupport_info:start [2020/12/21 08:18] – edrudichgmailcom
+++ en:dpi:techsupport_info:start [Unknown date] (current) – removed - external edit (Unknown date) 127.0.0.1
@@ Line 1: / Line 1: @@
-====== 8 Tech support ======
-{{indexmenu_n>8}}
-===== Contacts =====
-Tech support E-mail: \\ **sd@vas.expert** \\ \\
-Phone numbers: \\ **8-800-777-00-14** \\ Local: \\ **+7 (812) 313-88-54 ** \\ ** +7 (495) 748-05-77**\\
-<note important>
-[[en:dpi:techsupport_info:reglament4support|Terms of contacting technical support]]
-When contacting support, please indicate **access to the server** for prompt response. \\
-Create a separate user: **vasexpertsmnt** \\
-Set ssh access restriction: **45.151.108.0/24, 94.140.198.64/27, 78.140.234.98, 193.218.143.187, 93.100.47.212, 93.100.73.160, 77.247.170.134, 91.197.172.2, 46.243.181.242**
-</note>
-===== SLA =====
-Support and Subscription (SnS) includes:
-  - Registration of requests 24x7 via e-mail or autoresponder
-  - Reaction to inquiries within the next business day (NBD)*
-  - [[en:dpi:dpi_components:platform:dpi_update:dpi_patch:start|Updating the Stingray Service Gateway software]] (updating the SSG software on the end device is carried out by the operator during light hours).
-* - it is possible to purchase extended support:
-  - for version SSG-20 BASE and higher - 8x5x8 (reaction time is 8 hours during working hours)
-  - for version SSG-40 COMPLETE and higher - 24x7x4 (reaction time is 4 hours).
-{{ :en:dpi:techsupport_info:sla_vas_experts_support.docx |The service level (SLA) for different types of support is described in the document.}}
-===== Terms of additional and night work =====
-Within the technical support, assistance in configuring and troubleshooting is provided only on the side of the Stingray SG hardware-software complex. In case of difficulties in setting up network equipment on the operator's network, we offer paid hourly assistance from engineers (at night the cost of work doubles).
-===== Support activation and prolongation =====
-The tech support is activated by the partner's request, according to the term of the active agreement or since paying a bill.
-<note important>Technical support is extended from the end of the previous paid period.</note>
-The following information is required for activation:
-  - First and second names
-  - Position
-  - e-mail
-  - Phone contact
-It is possible to activate the access for two employees per one agreement, if other conditions are not specified explicitly.

Profile

Settings

Differences