The purpose of this document is to set out the work policy and the rules of Infomir’s technical support department. We want for each client to know on what matters they can contact us. Please take time to read our policy. We are happy to provide qualified support for all our products.
We recommend you to start with reading the documentation. Contact us if the information you read in the documentation does not answer your query. Please click on the following link for guidelines and management details: https://wiki.infomir.eu/
Ministra TV platform (Stalker MW):
MAG set-top boxes:
Apps for Ministra TV (Stalker MW) on various platforms:
Applications:
Basic: free of charge, 8x5 (9:00-18:00 UTC + 2, Monday to Friday).This option includes only assistance for addressing the problems.
Basic technical support is provided to:
IPTV/OTT operators and system integrators.
The technical support is provided if:
Remote access (through portal ssh/ip-kvm) to customer system is not provided.
To Private customers if:
If a third-party portal is assigned to the the box, the functionality depends directly from the external portal configuration. Please contact your IPTV provider technical support to resolve any issues.
Standard: for a fee, 8x5 (9:00-18:00 UTC + 2, Monday to Friday), max time to resolve critical problems is 8 hours. This option includes operator support, troubleshooting, system monitoring, software updates.
The operator has to sign a contract that corresponds to the billable support options of his choice.
Premium:for a fee, 24х7, max time to resolve critical problems is 4 hours. This option includes operator support, troubleshooting, system monitoring, software updates.
Remote access (through portal ssh/ip-kvm) to operating system has to be provided.
The operator has to sign a contract that corresponds to the billable support options of his choice.
All technical support is provided only by Infomir Help Center. This way we can appropriately allocate time for problem reviewing and analysis. You can add more details into the request which is already open. To do this, you have to log in and edit the existing request or answer the confirmation email concerning your inquiry. Please do not generate multiple requests related to one problem because it leads to confusion. Generate new requests if they are related to the new problem only. To open the query in the Infomir Help Center, visit the request form on the site https://www.infomir.eu/eng/support/form/support.php
If a bug is found, we will forward it to our development team. The bug fix can be provided in one of the next Ministra TV platform (Stalker MW) releases, applications or in one of the next set-top box firmware updates.
We provide technical support in English, Ukrainian and Russian.
We propose a turnkey solution for your business — MAGic solution.
It includes:If you are interested in this service, please fill the form https://www.infomir.eu/eng/solutions/magic-solution/
Magic solution is not included any hardware or software related to content reception, decoding or encoding.
The highest priority is set to the requests of Premium & Standard options of technical support. Nevertheless, our objective is to answer all queries within 2 hours. The queries to which we have not managed to answer within this period automatically have a higher priority.
We take all steps to provide you with high quality professional technical support. We understand how distressing technical issues can be and we are addressing them in the fastest and most professional way possible. We have the same objective: ensuring that our products (devices and software) work properly. You can leave feedback about our technical support level through the site form, under the category “Feedback and suggestions”.