No support:

   We don't provide any direct support for our free services (MizuDroid, Public Phone, etc), software below $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.

Minimal support:

    Initial server install, configuration and training
    Forums and documentations
    Email support
    Critical updates 1 year    
    Support period: 3 months
    Level 1 support: up to 3 request, maximum 2 hours PER SUPPORT PERIOD
    Cost: $0

Standard support:

    Initial server install, configuration and training
    Forums and documentations
    Email and chat support
    24/7 phone support for critical issues
    Critical updates 2 years
    Maintenance upgrades: 1 year
    Support period: 1 year    
    Level 1/2 support: up to 3 request, maximum 1 hour PER MONTH; max 10 requests - 10 hours PER SUPPORT PERIOD
    Level 3 (development) support: up to 1 request, maximum 1 hours PER MONTH; max 3 requests - 3 hours PER SUPPORT PERIOD        
    Cost: $1400 for 1 year or included with softswitch or all-in-one packet purchase if selected

Advanced support:

    Initial server install, configuration and training
    Forums and documentations
    Email, chat and phone support
    24/7 phone support for critical issues
    Critical updates 3 years
    Maintenance upgrades: 2 years
    Support period: 1 year
    Level 1/2 support: up to 6 request, maximum 6 hours PER MONTH; max 20 requests - 20 hours PER SUPPORT PERIOD
    Level 3 (development) support: up to 2 request, maximum 2 hours PER MONTH; max 6 requests - 6 hours PER SUPPORT PERIOD
    Cost: $4900 for 1 year or included with softswitch or all-in-one packet purchase if selected

Dedicated Gold Support:

    Server install, configuration and training
    Forums and documentations
    Priority email, chat and phone support   
    24/7 phone support for critical issues
    Service monitoring
    Critical updates 4 years    
    Maintenance upgrades: 3 years
    Support period: 2 years
    Level 1/2 support: up to 20 request, maximum 20 hours PER MONTH; max 50 requests - 50 hours PER SUPPORT PERIOD
    Level 3 (development) support: up to 5 request, maximum 5 hours PER MONTH; max 15 requests - 15 hours PER SUPPORT PERIOD   
    Cost: $8900 for 1 year or included with softswitch or all-in-one packet purchase if selected   (~$500/month if included)
 

Included with the software license:

   The MRTC, MPUSH and Tunnel gateways has an easy to use install and configuration wizard. You should read the tutorial to begin the usage then consult the documentation. Support is also included in the price, depending on your license:

Basic support:    

    Email support
    Support period: 1 month
    Level 1 support: up to 2 requests, maximum 1 hour

Standard support:

    Initial server install and configuration
    Email support
    Critical updates: 2 years
    Maintenance upgrades: 1 year
    Support period: 1 year
    Level 1/2 support: up to 4 requests, maximum 2 hours
    Level 3 (development) support: up to 1 requests, maximum 1 hour
    Extended support cost (optional if more then the included is required): $900

Advanced support:

    Initial server install and configuration
    Email and chat support
    24/7 phone support for critical issues
    Critical updates: 2 years
    Maintenance upgrades: 1 year
    Support period: 1 year    
    Level 1/2 support: up to 4 requests, maximum 2 hours PER MONTH; max 10 requests - 5 hours PER SUPPORT PERIOD
    Level 3 (development) support: up to 2 requests, maximum 1 hour PER MONTH; max 4 requests - 4 hours PER SUPPORT PERIOD        
    Extended support cost (optional if more then the included is required): $1700

Dedicated Support:

    Server install, configuration and training
    Priority email, chat and phone support   
    24/7 phone support for critical issues 
    Service monitoring
    Critical updates 4 years    
    Maintenance upgrades: 3 years
    Support period: 2 years
    Level 1/2 support: up to 20 requests, maximum 10 hours PER MONTH; max 80 requests - 50 hours PER SUPPORT PERIOD
    Level 3 (development) support: up to 4 requests, maximum 2 hours PER MONTH; max 20 requests - 10 hours PER SUPPORT PERIOD 
    Extended support cost (optional if more then the included is required): $3500  

All support packets can be extended on expire.

Included with the software license:

   There is no dedicated support included with the license, however on request we can help you with install and basic configuration.
   The PBX has an easy to use install and configuration wizard. You should read the tutorial to begin the usage. You can also consult the softswitch documentation, post questions to the forum and check the other documentations which applies to the PBX.

Basic support:

    Initial server install and configuration
    Email support
    Support period: 1 month
    Level 1 support: up to 5 request, maximum 3 hours
    Cost: $900

Standard support:

    Initial server install, configuration and training
    Email and chat support
    24/7 phone support for critical issues
    Critical updates: 2 years
    Maintenance upgrades: 1 year
    Support period: 1 year    
    Level 1/2 support: up to 5 request, maximum 3 hours PER MONTH; max 15 requests - 10 hours PER SUPPORT PERIOD
    Level 3 (development) support: up to 2 request, maximum 1 hour PER MONTH; max 3 requests - 3 hours PER SUPPORT PERIOD        
    Cost: $2900

Dedicated Support:

    Server install, configuration and training
    Priority email, chat and phone support   
    24/7 phone support for critical issues
    Service monitoring
    Critical updates 4 years    
    Maintenance upgrades: 3 years
    Support period: 2 years
    Level 1/2 support: up to 20 request, maximum 10 hours PER MONTH; max 80 requests - 80 hours PER SUPPORT PERIOD
    Level 3 (development) support: up to 4 request, maximum 2 hours PER MONTH; max 20 requests - 10 hours PER SUPPORT PERIOD   
    Cost: $12000

• Level 1,2 support: $90/incident (for maximum 1 hour)
• Dev support: $200/incident (maximum 1 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  (average: 1 hour)
  -level 1,2 support: within 3 workdays (average: 5 hours)
  -dev. support: within 10 workdays (average: 3 days)

Servers purchased before 2013

All servers purchased before December 31, 2012 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. Extra support is also available and described here.

Softphone support

We provide full support for the Web, Windows, Android and Java softphones, except for the extra features and the known issues mentioned in the documentations.
We provide the iOS and Symbian softphones "as-is", with no direct support (but we consider all feedbacks and bug report to be resolved in the upcoming releases).

SIP SDK support

We provide full support for the Web, Windows, Android and Java platforms, except for the extra features and the known issues mentioned in the documentations.
We provide the iOS SDK "as-is", with no direct support since this is the single platform where we haven't developed our own SIP stack from scratch, but using a third-party library -PJSIP (we release new versions with all the changes/patches from PJSIP).

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

Critical support

  Urgent support aims to cover major server malfunction affecting 20% of the calls or more on servers in production with more than 10 simultaneous calls (real traffic from customers/endusers).
  Issues related to new servers or newly added features are not covered by critical/urgent support since it is normal to have various issues with new installations or when introducing a new feature or handling custom requests. Tech support requests related to new servers or new features are handled by the Mizutech support team during normal business hours.
  Please contact your support manager by phone to be able to receive urgent support for a critical issue (The phone number of your dedicated support manager or as communicated to you by the Mizutech team)

Other notes

•   No support: We don't provide support for the Symbian dialer (discontinued) and for Video/FAX/Presence features in client software. However Video, FAX and Presence are fully supported by our softswitch and implememted in most of our clients (provided "as-is").
•   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 generating 20% lower then normal ASR / ACD values)