No support:

• We don't provide any direct support for our free services (MizuDroid, Public Phone, etc), software above $60 and for customers who select this option on server or all-in-one product purchase.
• Please use the documentations and the forums for any questions.

Basic support:

• Initial server install, configuration and training
• Critical updates [1 year]
• Level 1,2 email support: up to 4 request, maximum 4 hours [valid for 6 months]
• Dev support: up to 1 request, maximum 30 minutes [valid for 6 months]
• Cost: $500 or included with softswitch or all-in-one packet purchase

Standard support:

• Initial server install, configuration and training
• Critical updates [2 years]
• Level 1,2 email support: up to 8 request, maximum 8 hours [valid for 1 year]
• Dev support: up to 2 request, maximum 2 hours [valid for 1 year]
• Cost: $1000 or included with softswitch or all-in-one packet purchase

Advanced support:

• Initial server install, configuration and training
• Critical updates [3 years]
• Maintenance upgrades [2 years]
• Encryption algorithm upgrades
• Level 1,2 email support: up to 15 request, maximum 15 hours [valid for 2 years]
• Dev support: up to 4 request, maximum 4 hours [valid for 2 years]
• Phone support for critical issues
• Cost: $2000 or included with softswitch or all-in-one packet purchase

Extra support:

• Initial server install, configuration and training
• Critical updates [4 years]
• Maintenance upgrades [3 years]
• Encryption and tunneling upgrades
• Level 1,2 priority email, chat and phone support: up to 35 request, maximum 35 hours [valid for 3 years]
• Dev support: up to 12 request, maximum 12 hours [valid for 3 years]
• 24/7 phone support for critical issues
• 24/7 server monitoring
• Cost: $3500 or included with softswitch or all-in-one packet purchase

Gold support:

• Initial server install, configuration and training
• Critical updates [5 years]
• Maintenance upgrades [4 years]
• Encryption and tunneling upgrades
• Level 1,2 priority email, chat and phone support: up to 60 request, maximum 60 hours [valid for 4 years]
• Dev support: up to 20 request, maximum 20 hours [valid for 4 years]
• 24/7 phone support for critical issues
• 24/7 server monitoring
• Cost: $6500 or included with softswitch or all-in-one packet purchase

Basic support:

• Critical updates
• Level 1,2 email support: up to 4 request, maximum 4 hours
• Dev support: up to 1 request, maximum 30 minutes
• Cost: $400/year

Standard support:

• Critical updates
• Level 1,2 email support: up to 8 request, maximum 8 hours
• Dev support: up to 2 request, maximum 2 hours
• Cost: $800/year

Advanced support:

• Critical updates
• Maintenance upgrades
• Encryption algorithm upgrades
• Level 1,2 email support: up to 15 request, maximum 15 hours
• Dev support: up to 4 request, maximum 4 hours
• Phone support for critical issues
• Cost: $1600/year

Extra support:

• Critical updates
• Maintenance upgrades
• Encryption and tunneling upgrades
• Level 1,2 priority email, chat and phone support: up to 40 request, maximum 40 hours
• Dev support: up to 12 request, maximum 12 hours
• 24/7 phone support for critical issues
• 24/7 server monitoring
• Cost: $3200/year

Gold support:

• Critical updates
• Maintenance upgrades
• Encryption and tunneling upgrades
• Level 1,2 priority email, chat and phone support: up to 70 request, maximum 70 hours
• Dev support: up to 20 request, maximum 20 hours
• 24/7 phone support for critical issues
• 24/7 server monitoring
• Cost: $6200/year

• Level 1,2 support: $90/hour
• Dev support: $200/hour or based on separate agreement

Contact methods

All technical support will be provided to you remotely via emails. Support may be provided by telephone, IM (skype), or accessing customer's server remotely when Mizutech support team determines that it is necessary.

Response time

  -critical support: immediate
  -level 1,2 support: within 2 workdays
  -dev. support: within 6 workdays

Servers purchased before 2012

All servers purchased before December 31, 2011 above $5000 will fall into the "Standard support" plan described above unless other special agreement exists.

Webphone support

The webphone support plans are described in the webphone pricing page.

Tunneling/encryption support

Support for our tunneling solutions are described separately here except if you received a separate quote or agreement.

Level 1, 2 support

  -basic customer issues
  -server administration
  -example: installing/cloning new servers, backup, routing/billing configuration 

Dev. (developer) support

  -handling difficult or advanced technical problems
  -programming works
  -example: implement a new feature, handling incompatibility issues with carriers

Notes

•   No support: We don't provide support for the Symbian dialer (discontinued) and for Video/FAX features in the windows desktop softphone (however Video and FAX are fully supported in our softswitch)
•   Upgrade scheduling: All your pending and finished requests will be applied maximum one time per month (we release maximum one upgrade per month). This is valid for both our server side software and softphone customization requests except critical upgrades (critical security issues and software or hardware crashes or malfunctions that generating 20% lower then normal ASR / ACD values)