Paquet de support technique

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• Issues with outdated software versions, tech support is provided for the latest set-top box firmware versions and mobile applications, and the latest two versions of the Ministra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.