DooxSwitch Support

Support plans

This table shows support plans and how they are served.


Support Plan
Free
Standard
Premium
Dedicated
Priority
lowest
normal
High
Higest
Reaction time during working horus
-
0-12 h
0-3h
0-1 h
Ticket system
 
 
 
 
phone support
 
4 hours
14 hours
unlimited
incident support
 
4 incident
14 incident
unlimited incident
Skype , IM
 
 
 
 
Online Manuals, FAQ , Videos
 
 
 
 
Full service
 
 
 
 
free training
3 hours
5 hours
10 hours
unlimited training


Skype support (Skype ID: z3d3m0n) is available on the best effort (not guaranteed) Monday to Sunday 8 AM - 8PM GMT+2 (Prague time).

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

Emergency Support (for BLOCKER priority tickets) is available 24x7 and support is provided only through the Support System

Ticket Priorities

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

  • Blocker - The system is down or severely degraded or business operations are being critically impacted
  • High - The system is degraded
  • 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.

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