Infomir technical support policy

Purpose and mission

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.

Documentation

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.com/

Products for which we provide technical support:

All products listed on the website:

• Ministra TV platform (Stalker MW): https://www.infomir.eu/eng/solutions/ministra-tv-platform/
• Set-top boxes: https://www.infomir.eu/eng/products/iptv-stb/
• Mobile applications: https://wiki.infomir.eu/eng/mobile-apps/

We provide support on issues such as:

• Ministra TV platform (Stalker MW):
  • pre-installation questions;
  • installation/upgrade;
  • configuration and usage;
  • customization;
  • Ministra Classic Apps;
  • Smart Launcher Apps;
  • API usage.
• MAG set-top boxes:
  • firmware building and customization;
  • firmware upgrade;
  • content playback problems;
  • set-top boxes launch or usage problems;
  • built-in portal & applications;
  • accessories usage.
• Apps for Ministra TV (Stalker MW) on various platforms:
  • Ministra (Stalker) player webOS;
  • Ministra (Stalker) player tvOS;
  • Ministra (Stalker) player Android TV;
  • Ministra (Stalker) player Fire TV;
  • Ministra (Stalker) player Tizen;
  • Ministra (Stalker) player Smart TV;
  • Ministra (Stalker) player Roku;
  • Ministra (Stalker) TV for iOS;
  • Ministra (Stalker) TV for Android Phones and Tablets;
  • Ministra (Stalker) TV Android STB.
• Applications:
  • Magic Remote;
  • Magic Cast.

Technical support is not provided for:

• Third party software.
• Outdated software versions, we support the latest set-top box firmware version, mobile applications and the latest two versions of Ministra TV platform (Stalker MW) only
• Problems related to modified software products (Ministra TV platform (Stalker MW) or built-in set-top box portal).
• Hardware related issues other than for STB.
• Issues that we can not be tested in our laboratory. We need to replicate a problem in order to find a solution.
• Any issues related to content reception, decryption or decoding.

Technical support packages

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:

• Ministra TV platform (Stalker MW) is installed and configured according to our installation manual.
• Factory or public factory firmware version is installed on an original Infomir set-top box.

Remote access (through portal ssh/ip-kvm) to customer system is not provided.

To Private customers if:

• Factory or public factory firmware is installed on an original Infomir set-top box.
• The set-top box of Infomir is original.

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.

Fill the form https://www.infomir.eu/eng/solutions/magic-solution/, if you want to beneficiate from one of our paying support options. Remote access (through portal ssh/ip-kvm) to customer system is provided.

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.

Fill the form https://www.infomir.eu/eng/solutions/magic-solution/, if you want to beneficiate from one of our paying support options.

Technical support methods

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

Software and firmware bug fixing

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.

The language of the technical support team

We provide technical support in English, Ukrainian and Russian.

Additional services

We propose a turnkey solution for your business — MAGic solution.

It includes:

• Set-up servers and configuration software according to the request;
• Set-top box Image customization.

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.

Problem-solving priority order

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.

Customer relations

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”.