Difference between revisions of "Main Page"

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(Bicom Systems Customer Service)
(MAINTENANCE)
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[[HOWTO Port Forwarding When System Behind A Router/Firewall]]
 
[[HOWTO Port Forwarding When System Behind A Router/Firewall]]
  
== MAINTENANCE ==
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== Maintenance ==
  
Almost all of Bicom Systems customers have Support Contracts and not Maintenance. The difference between the two is quite simply put:
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The difference between Support contract and Maintenance is:
  
Support = you ask, we tell, you do
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'''Support''' = you ask, we tell, you do
  
Maintenance = you ask, we do
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'''Maintenance''' = you ask, we do, we charge
  
If there is an FAQ and if the FAQ is clearly explained we have fulfilled our support obligations. If there is not an FAQ or further explanation is required for it to be understandable then we clearly need to provide further support service to achieve our goals.
 
  
If beyond this you would prefer us 'to do the work' we will where possible try to quote a reasonable timeframe to complete. There will however be some network matters that are simply beyond our intervention.
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In case Partners need additional work from Support apart from HowTo documents and clear explanation on a Support ticket, we offer Maintenance.
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During maintenance, Partners can ask for additional support service that will later be charged depending on the time required for performance.
  
 
== UNSUPPORTED MODIFICATIONS ==
 
== UNSUPPORTED MODIFICATIONS ==

Revision as of 10:47, 8 July 2021

Bicom Systems Customer Service

Technical Support

The purpose of the Support team is to troubleshoot and resolve your technical problems to allow you, as our Partner, to live in the least restrictive environment.


Bicom Systems Support team offers:

  • Friendly approach and way of communication
  • Valuable problem-solving
  • Clear and understandable replies

All queries are resolved to achieve one of the following:

  • Issue resolved to Partners satisfaction
  • Detailed explanation given if the issue is unsolvable
  • Matter defined as being a feature request and transferred to developers
  • Matter is raised as a bug in the bug tracker and an indication of resolution is provided
  • Patch delivered for critical bugs

What we ask for in return:

  • Legible and clear explanation of the problem with all possible details
  • Answering inquiries promptly until a solution and mutual satisfaction is reached


Support Working Hours

  • Monday - Thursday
    24-Hour Support
  • Friday
     6 am - 12 am Central European Time 
    12 am - 6 pm Eastern Standard Time
     2 pm - 8 am Australian Eastern Standard Time
  • Sunday – Monday
    11 pm - 6 am Central European Time
     5 pm - 12 am Eastern Standard Time
     7 am - 2 pm Australian Eastern Standard Time    
  • Weekends
    During the weekend “On-call” engineers are available for “Emergency” tickets.

Note: To see how to open an emergency ticket please check "Emergency Ticket".


Opening Support Ticket

All Partners with an active Support Contract can submit a Support ticket. All support matters should be entered as a Ticket.

To do so, please go to Bicom Systems Technical Support Portal. Select New Support Ticket and add all relevant information. Please make sure all requirements are met.

Note: Requirements can be found in "Requirements" section.


This video will help you navigate through Bicom Systems Technical Support Portal. Please make sure to check it:


Emergency Ticket

When to use Emergency Ticket

Emergency tickets can be used in the following scenarios:

  • System down
  • 50% of calls (or more) are unable to pass on the system
  • SIPprot stopped working during the weekend (for other days please use regular tickets)

Opening Emergency Ticket

There are two ways of creating an Emergency ticket:

  • By sending an email to “emergency@bicomsystems.com” and typing “URGENT” or “EMERGENCY” in subject field
  • By going to Bicom Systems Technical Support Portal and submitting a ticket with “URGENT” or “EMERGENCY” in ticket subject field


NOTE: If trough investigation and troubleshooting, it is determined that the emergency was caused by a man-made error, or that it the issue was raised for a non-emergency issue, you may be subject to additional charges.


Online Chat

Online chat is available through your web login at My Account by clicking on the Support chat. Online Chat is preferable to tickets for the following reasons:

  • Emergency Live Issues
  • Matters that require more explanation and a relay of conversation for which tickets may take longer

Self Help DIY

Before directly seeking help from our Support team be sure to read the HOWTOs documents available for you. These documents contain step-by-step, nicely explained, instructions for faster resolution of minor issues. You can see a list of all HOWTOs on the following page HOWTOs_Generaland also on a Bicom Systems Technical Support Portal knowledge base.


Escalating Ticket

In order to have a fast and efficient way of resolving issues, we provide our Partners with a Support Escalation system. Escalations are taken very seriously with an additional level of severity that results in a satisfied Partner.

We recommend the immediate initiation of a Support escalation process when there is a tangible impact on your production environment, or there is a high risk to the business operations.

How to escalate a ticket

To escalate a ticket go to Bicom Systems Technical Support Portal. Select New Support Ticket, under issue type select Escalation and add ticket number of a ticket you wish to escalate in Ticket number # field. In the Description field write the reason for escalating.

Escalation will then be handled by the Customer Experience team who will offer a solution depending on your problem type.


When to escalate a ticket

  • When you have frequently recurring or multiple related high-priority incidents related to business impact and urgency
  • In case of data loss or risk of potential data loss
  • When there is a risk of potential or actual damage to your and our reputation
  • The problem that was resolved earlier started recurring and you don't know what caused it
  • When you are not satisfied with the understanding of the problem by the Support engineers (e.g. language barrier, poor experience, etc.)


When you should not escalate a ticket

  • When you have not contacted the Support team before and created a ticket related to issue in question
  • When the issue reported is not risky and urgent for your business
  • When the Support team is already working on your problem and they did not exceed a reasonable timeframe for resolving

SUPPORT REQUIREMENTS

Requirements our customers must meet in order for Bicom Systems staff members to be able to troubleshoot issues, perform maintenance or apply custom patches to their system:

  • Direct access from public IP is a must as it is not possible to perform troubleshooting, maintenance procedures or custom patches applications through screen sharing applications.
  • Systems access details, public address, GUI username and password as well as systems root password for SSH and Setup Wizard login.
  • For systems operating from LAN or behind a firewall these ports must be opened/forwarded:
Web GUI:
TCP: 80, 81, 443
SSH access:
TCP: 2020 for PBXware
TCP for Serverware: 2020, 2222

NOTE: Please be aware that ports mentioned here are only for full system access only. For full list of ports that have to be opened in order for your system to be fully operational, please consult our HowTo on the link below:

HOWTO Port Forwarding When System Behind A Router/Firewall

Maintenance

The difference between Support contract and Maintenance is:

Support = you ask, we tell, you do

Maintenance = you ask, we do, we charge


In case Partners need additional work from Support apart from HowTo documents and clear explanation on a Support ticket, we offer Maintenance. During maintenance, Partners can ask for additional support service that will later be charged depending on the time required for performance.

UNSUPPORTED MODIFICATIONS

Direct modifications of the hardware, base operating system or the database are not supported unless the instructions have been provided through our documentation. Unsupported modifications might lead to system failure as well as extensive data loss and server mal-functioning of the system.

Unless specific step-by-step instructions for such modifications are provided in official Bicom Systems documentation, any subsequent identification of issues and their reparation and will be charged for maintenance. The price will be calculated according to time Bicom Systems developers spent to troubleshoot the problem at the standard rates. Given the complicated nature of such items, it may take many hours just to identify the issue and the only course of reparation may be reinstallation and use of the most recent back-up.