Included in the prices of PortaSwitch, PortaBilling100, PortaSIP, and PortaUM are

• 15 hours of monitoring in the crucial post-installation stages
• The first six months of the PortaCare service agreement

 

PortaCare is a maintenance package and, as detailed below, covers remote monitoring and basic maintenance of servers, as well as support for PortaOne products. After six months, a PortaOne client can choose to continue these extensive support services for additional annual charge.

While we will fix any bugs in our software in a timely manner and at no cost to the customer, additional support in such matters as network setup, networking hardware configuration, hardware problems or trouble-shooting of errors caused by the customer or his hardware will be charged at an hourly rate or as agreed in advance.

For more technical and/or pricing information about our PortaCare support and maintenance program please contact our sales team.

PortaCare 24/7 support & maintenance

Customers can contact PortaOne’s technical support team 24 hours a day, 365 days a year. The PortaCare service agreement includes support of PortaOne products, proactive system management services, regular software updates as part of maintenance releases, and provision monitoring, as well as assistance in the unlikely event of system downtime/failure. More specifically, the agreement offers the following:

System maintenance

• Remote monitoring of systems on a daily basis (usually on business days) for basic system health, including:
  • Database (replication monitoring/recovery)
  • Storage (log file rotation and compression, disk space monitoring, backup policy and setup)
  • Security (IP firewall policy and setup, security monitoring, detecting hacker activity)
  • NTP problems
  • DNS forwarding and reversing DNS resolution
• Updating systems with appropriate bug fixes from the published OS vendor errata.
• Operating system and third party software upgraded as appropriate - this will only be performed upon substantial consultation with the client
• Addressing operational problems with the installed software, so long as this pertains to the software’s designed capabilities

Product Support

• Initial system setup
• Verification and correction of identified program errors
• All patch and maintenance releases of the software at no extra charge
• All major releases of the software at a substantial discount
• Priority-based e-mail response 24 hours a day, 365 days a year

Maintenance Releases

PortaOne’s maintenance release policy is aimed to better accommodate our customers’ demand for rapid functionality deployment. Our plans usually include 3 to 4 maintenance releases per year, with periods between individual releases being around three or four months. This decreases the waiting time for new features to become available and facilitates the upgrade process.