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.
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
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
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
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)
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:
Email support Support period: 1 month Level 1 support: up to 2 requests, maximum 1 hour
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
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
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.
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.
Initial server install and configuration Email support Support period: 1 month Level 1 support: up to 5 request, maximum 3 hours Cost: $900
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
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
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.
-critical support: immediate (average: 1 hour) -level 1,2 support: within 3 workdays (average: 5 hours) -dev. support: within 10 workdays (average: 3 days)
All servers purchased before December 31, 2012 above $5000 will fall into the "Standard support" plan described above unless other special agreement exists.
The webphone support plans are described in the webphone pricing page. Extra support is also available and described here.
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).
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).
Support for our tunneling solutions are described separately here except if you received a separate quote or agreement.
-basic customer issues -server administration -example: installing/cloning new servers, backup, routing/billing configuration
-handling difficult or advanced technical problems -programming works -example: implement a new feature, handling incompatibility issues with carriers
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)