DooxSwitch Support

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Support plans

This table shows support plans and how they are served.


Support Plan
Basic
Standard
Premium
Dedicated
Priority
lowest
normal
High
Highest
Reaction time during working hours
-
0-12 h
0-3h
0-1 h
Ticket system
No.png
Ok.png
Ok.png
Ok.png
phone support
No.png
4 hours
14 hours
unlimited
incident support
No.png
4 incident
14 incident
unlimited incident
Skype , IM
No.png
No.png
Ok.png
Ok.png
Online Manuals, FAQ , Videos
Ok.png
Ok.png
Ok.png
Ok.png
Full service
No.png
No.png
No.png
Ok.png
free training
3 hours
5 hours
10 hours
unlimited training


Please check  detailed pricing.


Skype support (Skype ID: dooxswitch) is available on the best effort (not guaranteed) Monday to Sunday 8 AM - 8PM Prague TimeGMT+2.

If Skype support is offline, please report your problem or question in the Support System.

Please note that support for Trial installations is limited , we provide : full training and ticket support with reaction time 0-12 during working hours, with no phone or incident support.

Emergency Support(for High priority tickets) is available 24x7 and support is provided only through the Ticket Support System or via phone emergency line

Ticket Priorities

Based on the severity tickets are divided into priorities by which support engineers decide which ticket should be solved first.

  • High - The system is down or severely degraded or business operations are being critically impacted
  • Medium - The system operation is impaired, yet generally functional
  • Low - Configuration or planning assistance is requested to optimize performance of the system. This includes web interface usage and the like.