Désolé, ce format est seulement disponible en anglais.
Saisissez votre question en anglais s’il vous plait.
Un problème est survenu ?
Commencez par étudier la documentation générale
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Veuillez nous contacter si le problème n’est pas résolu
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Ou rédiger une demande de réparation de produit
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Paquet de support technique
Les demandes de support technique payant sont traitées en priorité : les versions Premium et Standard. Ce faisant, nous nous efforçons de répondre à toutes les demandes dans un délai de deux heures.
- Basique
- Standard
- Premium
Paquets disponibles
Mode de fonctionnement | 8х5 (9:00-18:00 UTC +2, lun.-ven.) |
---|---|
Temps maximum de résolution des problèmes critiques | |
Conseils sur les produits | |
Recommandations pour résoudre les problèmes | |
Support opérateur | |
Dépannage | |
Monitoring système | |
Mise à jour logiciel | |
Accès distant au système client (accès à partir de ssh/ip-kvm) |
Demande de support technique basique
Veuillez remplir le formulaire avec autant de détails possible afin que nous puissions engager les professionnels qui seront en mesure d'offrir la solution la plus efficace à votre question. Veuillez noter que le support technique est fourni uniquement en russe et en anglais.
The purpose of this document is to set out the work policy and the rules of Infomir’s technical support department.
Before creating a ticket it is recommended you start with reading the documentation. The official instructions and guidance can be found in our wiki. Contact us if the information you read in the documentation does not answer your query.
Technical support is provided on the following requests:
Ministra TV platform:
- pre-installation questions;
- installation/upgrade;
- configuration and usage;
- customization;
- Ministra Classic Apps;
- Smart Launcher Apps;
- API usage;
- license keys.
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.
Ministra Player apps on various platforms:
- Android Phones and Tablets;
- Android TV и STB;
- Apple TV;
- iOS;
- Roku;
- Tizen;
- webOS;
- Samsung Smart TV;
- Web Player.
Applications:
- Magic Remote;
- Magic Cast.
Technical support is not provided on the following requests:
- Problems related to third-party software.
- Issues with outdated software versions, tech support is provided for the latest set-top box firmware versions and mobile applications, and the latest two versions of the Ministra TV platform only.
- Problems related to modified software products (Ministra TV platform or built-in portal of a set-top box).
- Issues with third-party hardware.
- Any questions related to content reception, decryption, or decoding.
Basic: free of charge, 8x5 (9:00-18:00 UTC + 2, Monday to Friday, excluding officially established weekends and public holidays of Ukraine).
This option includes only assistance for addressing the problems. Basic technical support is provided to IPTV/OTT operators and system integrators if:
- Ministra TV platform is installed and configured according to the installation manual.
- The factory or public factory firmware version is installed on an original Infomir set-top box.
- The latest version of Ministra Player installed from аn application store is used.
Remote access (through portal ssh/ip-kvm) to a customer system is not performed.
Basic technical support is provided to private customers if:
- The factory or public factory firmware is installed on an original Infomir set-top box.
- The built-in portal of a set-top box is used.
- The latest version of Ministra Player installed from аn application store is used.
If a third-party portal is assigned to a box, the functionality of the device depends directly on the external portal configuration. Please contact the portal support team to resolve any issues.
Standard: for a fee, 8x5 (9:00-18:00 UTC + 2, Monday to Friday, excluding officially established weekends and public holidays of Ukraine), 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. The operator has to sign a contract that corresponds to the billable support options of his choice.
Software and firmware bug fixing
If a bug is found, it will be forwarded to our development team for investigation and bug fixing in one of the next software releases.
The language of the technical support team
We provide technical support in English, Ukrainian, and Russian.
Problem-solving priority order
The highest priority is set to the requests of paid 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
Our technical support team includes highly qualified specialists, who glad to help fix any problem related to our product. We understand how distressing technical issues can be and we do our best to resolve them in the shortest time possible.
Merci pour votre demande.
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.
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