Tech support [Документация VAS Experts]
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    en:dpi:techsupport_info:start [2020/12/21 08:18] – edrudichgmailcomen:dpi:techsupport_info:start [2026/05/13 07:47] (current) – created elena.krasnobryzh
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    -====== 8 Tech support ====== +====== Tech support ====== 
    -{{indexmenu_n>8}}+{{indexmenu_n>13}}
      
     ===== Contacts ===== ===== Contacts =====
      
    -Tech support E-mail: \\ **sd@vas.expert** \\ \\ +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**\\+Phone number: **+31 20 889 33 88**
      
    -<note important> +<note important>[[en:dpi:techsupport_info:reglament4support]]</note>
    -[[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 ===== ===== SLA =====
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       - Registration of requests 24x7 via e-mail or autoresponder   - Registration of requests 24x7 via e-mail or autoresponder
       - Reaction to inquiries within the next business day (NBD)*   - 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).+  - [[en:dpi:update#dpi_bng_versions_update|Updating the Stingray Service Gateway software]] (updating the SSG software on the end device is carried out by the operator during light hours) 
     +  - SLA is valid only if technical support is active and there are no violations of license conditions (including according to the built-in error monitoring system).
      
      
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     ===== Terms of additional and night work ===== ===== 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).+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). [[en:dpi:techsupport_info:rules_work_night|Night work rules.]]
      
     ===== Support activation and prolongation ===== ===== Support activation and prolongation =====
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     It is possible to activate the access for two employees per one agreement, if other conditions are not specified explicitly. It is possible to activate the access for two employees per one agreement, if other conditions are not specified explicitly.
     +
     +===== Additional Terms =====
     +VAS Experts reserves the right to refuse to develop projects for clients without active technical support.
     +
     +VAS Experts reserves the right to refuse technical support or project support to clients who do not comply with the license conditions, incl. exceed the allowable traffic (including data from the built-in error monitoring system).
     +
     +===== Cost of Service =====
     +The cost of technical support services is calculated based on the cost of the license at the time of invoicing.