With
Support & Service Agreement |
| |
| i. |
Mode of supports
The Support service will be provided
from CP’s office in Malaysia
during normal business hours via:-
• email
• telephone
• remote diagnostic technical
support |
| ii. |
Coverage period
The coverage period is from 8.30am
to 5.00pm (Malaysian local time) during
Mondays to Fridays and 8.30am to 1.00pm
(Malaysian local time) on Saturdays
except on Sundays and public holidays.
|
| iii. |
Payment terms
The SSA fee is USD50 per port for
software including gateway and OGK
license. The fee must be paid in full
and in advance upon signing SSA or
before commencement of any support
works. |
|
| |
| Coverage services provided under
SSA |
 |
Type 1
Description : Troubleshooting of reported
problems:
Area of Coverage :
| 1. Customer network
problem (LAN + Internet) |
•
|
Anti-virus related
issues. |
•
|
PSTN or GSM mobile linker
issues. |
•
|
Voice quality issues. |
| 2. Call failure
problems (Non CPM product related) |
•
|
Switch/Carrier
problem. |
•
|
Trunk troubleshooting on T1/E1
digital gateway. |
•
|
Consultation on Configuration
for carrier switches. |
•
|
Virus related problems. |
•
|
Call failure problems (CPM
product related) |
•
|
No trust relationship between
peering partners. |
|
| |
|
|
Type 2
Description : Daily, startup operation
problem support. These tasks are generally
handled by the customers/users. If
needed, CPM can assist the customers
/ users on these procedures and verify
the tasks done by the customers.
Area of Coverage :
| 1. CPM software
installation |
•
|
CPM Gateway installations. |
•
|
CPM Billing and admin tool
installations. |
•
|
CPM Opengate installations. |
•
|
SQL 2000 installation. |
| 2. PC related
installation |
•
|
OS patches. |
•
|
CPM gateway to gateway configuration. |
•
|
CPM peering configuration. |
•
|
Opengate (client, transit,
converter) configurations. |
| 3. Database maintenance
|
•
|
Transaction log
full. |
•
|
SQL server related problem.
|
|
| |
|
|
Type 3
Description : Specific problem encountered
by customers doing commercial operations.
Area of Coverage :
| 1. CpIP Voice
Gateway to 3rd party Gateway
configuration. |
•
|
Various interoperable
testing scenario. |
•
|
Test with various ITSP partner. |
•
|
Test with various client devices
(Netmeeting, IPPhone, then found
firmware not supported...etc.) |
•
|
Test with various gateways
(Cisco, Quintum gateway) |
• |
Test with various OGK (other
3rd party OGK) |
• |
Third party Interoperable
problems.(ie. fast start, G.729
, fax) |
|
|
| |
| Without
Support & Service Agrement |
The support service we provide is limited
to email support ONLY and the response time
is after 48 HOURS from the time we receive
the email from the customer.
|
|
