General

We have several rules which are automatically performed by our Support system to make ticket handling more efficient. They are: - Reminder: we are waiting for your response on ticket - we are always willing to entirely resolve the problem a customer faces, although need your assistance and feedback. Please, make sure to let us know up-to-date state of the problem or resolution success. - Automatically resolve tickets after 72 hours waiting on customer - please, note that we cannot perf...

De 4 types of support are as follows: 1st line: Performing actions on the basis of script: basic settings, common problems, explain web interfaces, etcetera. 2nd line: Based on configuration settings, quality measurements and other easy-to-collect variables draw a conclusion and look for solutions. Good understanding of networks and VoIP pitfalls. 3rd line: Collect traces and other diagnostic variables (from customer perspective), analyze, draw conclusions, and seek solutions. Goo...

Our Support team uses the following definitions for a ticket’s Priority Levels: - Urgent Example: Complete loss of service or a significant feature that is completely unavailable, and no workaround exists. A significant amount of customers is seriously affected by this issue. - High Example: Services or features are functioning in severely reduced capacity, significantly impacting multiple customers’ business and productivity. - Medium Example: Loss of non-critical functionality or ...

Traces are always possible to investigate issues. For traces it is important to receive examples during the trace. Unfortunately we cannot run those traces for ever, and therefore please find below more information about the time windows of the different traces. Time Window Monday from 11:00 am till Friday 17.00 pm On weekends all traces will be stopped because we don’t let them uncontrolled running during the weekends. Typical traces Typical traces will be running for 1 week and wil...