Technical Support to the system ISPadmin provides resolving queries and requests for servicing the systems of the clients that purchased a license or leased the ISPadmin system.
|Technical support is divided into the following options:
This option of technical support includes only authorization to download regular software updates. The technical support fee is given in a current price list and it always numbered from the current value of the license on the day of ordering the system update.
System update may be extended for one year from the date of the last update that was ordered and paid. If the system update extension is required after the closing date, this extension is calculated with respect to the date of the last technical support, and not the ordering date. The effective date of this option of technical support is given in the page header after logging into the ISPadmin system interface.
The validity date of this technical support version is indicated at the top of the page after logging into the administrative interface of the ISPadmin system.
It includes preferred technical support to the extent of the authorization to download regular system updates and next a client is entitled for guaranteed response time period within 24 hours, respectively following working day after of the technical support is requested.
The technical support fee is fixed as a monthly flat fee.
* Minimum period of this technical support option is six months.
Individual technical support
The advantage of addressing the requirements regarding servicing the system and further diagnosis and system repairs that are not caused by software errors are handled individually at the hourly rate.
The fees for the individual technical support are listed in the current price list, which is available on request.
System updates within the purchase of licenses are free for the first 3 months after the purchase of the first license to the software. During this time the licence holder is also entitled to receive technical support from the licensor for putting the software into operation in the licenced Internet. This assistance does not include training in the system operation, which is charged separately.
|Helpdesk for queries and requests
This helpdesk system is reserved for you to send inquiries and requests for servicing, which makes all incoming and outgoing communication displayed clearly in a single ticket. After your e-mail has been received, each query or request is given a unique ID ticket, making the request easily traceable, including a complete process of solving the requirement due to the complete communication history.
Please be so kind to send your questions or requests related to the ISPadmin system only to the e-mails given above represented in the Helpdesk system. Otherwise, there is no guarantee that any your question or request will be responded to.
The training of the Internet provider staff to use the ISPadmin system is essential to understand all the system functions and features, and therefore the training is highly recommended. The training takes about 4-6hours, i.e. a single working day, depending on the number of queries during the training. Using the system is trained on the licensee´s installation, when a technician explains all the system features, tab after tab and then he will also set up the system to the ISP´s needs.
Training can be done in two ways.
After an order and choosing an appropriate term the staff is trained at the premises of NET service solution Ltd. (licensor)
After an order and choosing an appropriate term the staff is trained at the premises of the Internet service provider (licensee)
* The fee for the training is not part of the license and in the case of your interest it must be ordered separately. Please do not hesitate to contact us for more information on training and appropriate times.