Tech support [Документация VAS Experts]
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    en:dpi:techsupport_info:start [2021/03/19 12:44] – [SLA] edrudichgmailcomen:dpi:techsupport_info:start [Unknown date] (current) – removed - external edit (Unknown date) 127.0.0.1
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    -====== 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) 
    -  - 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). 
    - 
    - 
    -* - 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). [[en:dpi:techsupport_info:rules_work_night|Night work rules.]] 
    - 
    -===== 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.