Centro de Soporte Técnico de Infomir
Departamento de ventas

Lamentablemente. Este formulario sólo está disponible en Inglés.
Por favor, escriba su pregunta en Inglés.

Departamento de ventas

Lamentablemente. Este formulario sólo está disponible en Inglés.
Por favor, escriba su pregunta en Inglés.

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Paquetes del soporte técnico

Las solicitudes de soporte técnico de pago reciben la más alta prioridad, se trata de variantes Premium y Estándar. Al mismo tiempo, nuestro objetivo es responder a todas las solicitudes dentro de dos horas.

  • De base
  • Estándar
  • Premium

Paquetes disponibles

Horario de trabajo 8х5 (9:00-18:00 UTC +2, Lunes - Viernes)
Tiempo máximo para resolver problemas críticos
Asesoramiento sobre productos
Recomendaciones para resolver problemas
Servicio de soporte del operador
Solución de problemas
Monitoreo del sistema
Actualización de software
Acceso remoto al sistema del cliente (inicio de sesión a través de ssh/ip-kvm)

Solicitud del soporte técnico de base

Llene el formulario con la mayor cantidad de detalles posible para que podamos involucrar a los profesionales que puedan ofrecer la solución más efectiva para Su problema. Tenga en cuenta que el soporte técnico se brinda sólo en ruso e inglés.

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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.eu/

Products for which we provide technical support:

All products listed on the website:

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.

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.

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”.




Después de enviar el formulario de Su dirección de correo electrónico, Usted recibirá una carta de confirmación y un enlace para activar Su cuenta en Infomir.support.

Infomir.support permite:

  • Seguir el estado de Su solicitud
  • Agregar comentarios y archivos adjuntos
  • Crear nuevas solicitudes
  • Enviar mensajes por correo electrónico


Gracias por Su mensaje.



¿Desea expresar agradecimiento, dejar una queja o sugerencia sobre nuestro trabajo o nuestros productos?
Le quedaremos muy reconocidos por una mención dejada en la dirección  feedback@infomir.com  o en el .
Si desean realizar cualquier consulta sobre el funcionamiento del adaptador, por favor, diríjanse a nuestro Servicio de atención al cliente.

Privacy Policy

This Privacy Policy will be effective as of May 25, 2018.

What This Policy Covers

We respect the confidentiality of your personal data and take measures to safeguard it. This Policy describes the information we collect, how we use that information, our legal basis for doing so, and your rights regarding the information we collect. We also use cookies and similar technologies, as described in our Cookie Policy, which is an integral part of this Privacy Policy.

Who We Are

When we refer to “we”, “our” or “us” in this Policy, we mean the company Telecommunication Technologies LLC, which acts as a controller of the information that is being collected from you. We list our contact details, as well as the contact details of our EU representative, at the end of this Policy.

What We Collect

In the course of our business activities, we collect certain personal data as described below.

  • Information you provide by filling out forms on our websites. When you fill out forms on our websites, we collect the information that you enter in these forms, which includes your name, email and postal address, telephone number, country of residence.
  • Information you provide when entering into a contract with us or otherwise request our services. We collect your name, email and postal address, telephone number, country of residence, MAC address and serial number of your device that you provide to us in the process of negotiation, execution or performance of contracts (e.g. supply or technical support).
  • Information we collect when you visit our websites. We may collect information about your device and how you use our website, including IP address; the type of device you are using; platform type; operating system version; mobile device’s identifiers; your browser type and language; URLs of websites that you visit; the number of clicks on an web page; the amount of time spent on web page; pages viewed on our website.

    We use cookies and other similar technologies to collect such data. We may use third-party services, such as Google Analytics, that collect, monitor and analyze this type of information in order to increase the functionality of our website, and Google AdWords to optimize the delivery of ad content specifically targeted to your interests based upon previous visits to our website. You can opt out of being included in Google Analytics and Google AdWords here.

    You can also set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our Cookie Policy

Lawful Basis and Use of Collected Information

We process personal date based on several lawful grounds:

  • Performance of the contract we have with you. This also includes negotiation of a prospective contract. We use your personal data to provide you goods and services under the contract, communicate with you regarding the contract and otherwise exercise our rights and perform obligations related to the contract.
  • Our legitimate interests. We use personal data collected from you to realise and protect our legitimate interests.

    We use identity, device, and location information to prevent fraud and abuse and to prevent security breaches.

    We analyse how users interact with our websites so that we can understand where they need to be improved in order to enhance the quality of the online experience of the websites visitors.

    We use your personal data for direct marketing purposes to provide you with the best offers and current information on our business activities.

    We use your personal data, in particular device and location identification, to protect our intellectual property rights and prevent counterfeiting of our products.

How We Share Information We Collect

We do not normally share with third parties personal information we collect. However, in some cases, we may share the information where it is necessary or obligatory.

  • Service providers. It may be necessary to share some of personal information with third-party service providers (e.g. delivery or payment processing services). We may share this information solely to the reasonably necessary extent (e.g. to deliver products in the course of performance of a contract).
  • Affiliates, successors and assigns. We may share personal information with our affiliated companies in the course of normal business activities (e.g., where it may be necessary to perform a contract). Personal information may also get into possession of another controller as a result of a merger, acquisition or another business transaction. We will inform you of this in advance and ensure that your personal information is secure.
  • Legal requirements. We may share personal information to comply with law or law enforcement, to prevent fraud or abuse, or to protect our legal rights and interests.

How Long We Keep Information

How long we keep information we collect about you depends on the legal basis and purpose for which the information has been collected and is being stored. After such time, we will either delete or anonymise your information or, if this is not possible (for example, because the information has been stored in backup archives), then we will securely store your information and isolate it from any further use until deletion is possible.

  • Performance of a contract. If the information has been collected on the basis and for the purpose of negotiation, conclusion or performance of a contract between you and us, then we will keep this information during the period of negotiations of the contract and, if the contract is entered into, during the contract performance or its effective term. We may also continue to keep this information for five years after the end of the contract negotiations or for five years after the expiration or termination of the contract in case any legal dispute occurs and to the extent it may be necessary to protect us from any legal claims.
  • Legitimate interests. The information collected on the basis of our legitimate interests may be kept by us as long as we continue to pursue these interests. For example, if the information has been collected for the purpose of direct marketing, then we will keep this information as long as we continue to promote our products and services. You may notify us at any time that you object to your data being used by us for direct marketing, and we will expeditiously stop use of your information for this purpose. We may continue to keep some of this information for five years after we stop its use in case any legal dispute occurs and to the extent it may be necessary to protect us from any legal claims.

Your Rights

Data subjects residing in certain countries, including the EU, are afforded certain rights regarding their personal information. However, these rights are not unlimited and are subject to exceptions and exemptions. To exercise your rights, you can contact us at our email dataprivacy@infomir.com. These rights include:

  • Access to your data. You can clarify whether your data is being processed and ask us for a copy of your personal data in machine-readable form.
  • Change or correct your data. You can ask us to change, update or fix your data in certain cases, particularly if it is inaccurate.
  • Restrict processing or delete your data. In some cases, you can ask us to restrict processing of your data or delete all or some of your personal data.
  • Object to processing. If you believe that the collection or processing of your data is unlawful on grounds related to your situation, you can object to such collection or processing.
  • Data portability. In certain cases, you can transmit your data collected for to another controller or ask us to transmit your data to another controller.
  • Opt out of communications. You can opt out of receiving promotional communications from us by using the unsubscribe link within each email.
  • File a complaint with a supervisory authority. You may have the right to file a complaint with a relevant supervisory authority if you believe that your data protection rights are being infringed.

How We Protect Personal Data

While we implement safeguards designed to protect your information, no security system is impenetrable and due to the inherent nature of the Internet, we cannot guarantee that data, during transmission through the Internet or while stored on our systems or otherwise in our care, is absolutely safe from intrusion by others. We will respond to requests about this within a reasonable timeframe.

Our Policy Towards Minors

We do not knowingly collect personal information from natural persons under 18. If we become aware that a natural person under 18 has provided us with personal information, we will take steps to delete such information. If you become aware that such a person has provided us with personal information, please contact us promptly.

Changes to Our Privacy Policy

We may change our Privacy Policy from time to time. We will inform you in advance to your email address of any changes and their effective date.

Contact Information

If you have any questions or complaints regarding this Policy or you want to exercise your data protection related rights, you can communicate with us at the email address dataprivacy@infomir.com or by post at the addresses below:

Controller:

Telecommunication Technologies LLC
1 Mytna Square
Odesa 65026
Ukraine

EU representative:

Infomir OÜ
Rävala pst. 8, kabinet A312
Tallinn 10143
Estonia

We use cookies in order to optimise our website, provide you with the best possible user experience and help us promote our products. Please read our Cookie Policy to find out how we use cookies and how you can control cookies.
By using this website or closing this message, you acknowledge our Privacy Policy and agree to our use of cookies as described in our Cookie Policy.
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