Tech support [Документация VAS Experts]
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    en:dpi:techsupport_info:start [2024/05/29 08:15] – elena.krasnobryzhen:dpi:techsupport_info:start [2026/06/18 08:16] (current) – elena.krasnobryzh
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     ====== Tech support ====== ====== Tech support ======
    -{{indexmenu_n>13}}+{{indexmenu_n>14}}
      
     ===== Contacts ===== ===== Contacts =====
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     Phone number: **+31 20 889 33 88** Phone number: **+31 20 889 33 88**
      
    -<note important> +<note important>[[en:dpi:techsupport_info:reglament4support]]</note>
    -[[en:dpi:techsupport_info:reglament4support:start|Terms of contacting technical support]]+
      
    -When contacting support, please indicate **access to the server** for prompt response. \\ +=====Benefits of VAS Experts Technical Support===== 
    -Create a separate user: **vasexpertsmnt** \\ +  * **Expert Assistance and Recommendations**\\ Our technical support engineers are highly knowledgeable about SSG DPI and can advise you on architecture, configuration, and operation, as well as provide information on troubleshooting and recommended updates. 
    -Set ssh access restriction: **45.151.108.0/22, 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** +  * **Access to Updates and Assistance with Implementation**\\ Customers with active technical support receive regular software updates, patches, and signature updates, as well as expert assistance with software installation and troubleshooting. 
    -</note>+  * **Convenient Communication Channels**\\ In addition to the ticket system, our technical support engineers are available via phone and chat, which often helps resolve issues more quickly.
      
     ===== 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:update:start#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)+  - [[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).   - 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). [[en:dpi:techsupport_info:rules_work_night:start|Night work rules.]]+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 =====