Support

"Every day, our technical support team takes care of complex, substandard tasks, helps out in emergency situations, and even does routine chores, all these in maximum efficiency and top-level competence."

Nikita Petrov,
Head of implementation and technical support,
Latera

Urgent efficiency recovery

We will restore the system following any kind of network, hardware, or software failure at any time, including weekends and holidays.

Implementation, integration, and set-up

We introduce new services, SMS notifications, and loyalty programs as they come up and assist in the integration of new equipment and set-up of Hydra modules.

Free updates

All Hydra’s new versions and updates are free for our technical support customers. All you have to pay is the installation charge to cover for the time we spend upgrading your system.

Training

We are also willing to train your staff so they have no problems working with our system.

"We were surprised by a problem that occurred one late Saturday night. We left a request for tech support and the problem was solved even before some of our staff was even able to make it to a computer."

Maxim Bukin
iFlat, Moscow

Why is technical support beneficial to you?

  • We are there to help you any time you run into an issue, whenever that may occur at night, on the weekends, holidays — anytime.
  • You get access to new Hydra versions. No extra charge.
  • Our engineers know everything about Hydra. They have accumulated a huge amount of experience in servicing Hydra for a broad range of customers. This allows them to get in and out taking care of the job fast, which also saves you money.
  • We monitor your Hydra. If an alarm is issued, we will automatically create a support request to deal with it.
  • You do not need to spend time servicing the billing system. You just worry about taking care of your business. You do your job and we’ll do ours.
  • We work based on an SLA. We are prepared to provide financial guarantees of our compliance.
"High quality and efficiency of technical support is a very important advantage with Hydra. We receive an immediate response when we call for help on urgent matters that need to be solved right away."

Yury Kornev,
CityLink

"Despite the big time zone difference, Latera’s technical support features an efficient response time and when it comes to critical issues – they do it instantly. We hope the same high level service will continue into the future."

Andrey Ivanov,
SolntseTelecom

customer-happy
98% said AWESOME!
Customer_okay 2% said 'Just OK'
Customer_sad 0% said 'Not so good'

This is how our customers assess the performance of our technical support team members

Technical support team


Nikita Petrov

Denis Shilin

Ben Thompson

Pavel Vinogradov

Alexander Zhernovsky

Evgeniy Belousov

Nikolay Avramenko

Alexander Oleynikov

Daniil Karpov

Igor Tyamenko

Maxim Martynov

Iaroslav Avramenko

Konstantin Ovcharenko

"Every member of our team is an expert. We are on the lookout for people who are motivated to develop and learn continuously... "

Nikita Petrov,
Head of implementation and technical support,
Latera

Mode of Operation

Requests for technical support

  • Your administrators get access to our user-friendly tech support web portal.
  • In order to receive technical support, you create a request on which you will communicate with one of our engineers.
  • Upon completion of each request, you may evaluate the performance of the technical support engineer. We take customer feedback very seriously as they can make a big difference in keeping our employees sharp.
  • The cost of support is charged according to the time spent handling the request.

New Hydra versions

  • All new Hydra versions and updates are free to technical support customers. All you have to pay for is the installation of the new version, which we will do for you.
  • We usually release new Hydra versions twice a month. But you can install updates as and when needed.
  • In addition, we also maintain a stable version, which is updated every few months. It only contains bug fixes.

Installing Updates

  • For ease of use and quick troubleshooting, Hydra updates are regularly made by our technical support engineers.
  • Updates are typically installed in two steps: first on a test server and, only after your approval, at a time that’s convenient for you on your production server.
  • For customers who have set up "hot" Hydra, updates may be installed simultaneously on both servers.
  • During the upgrade, Hydra's RADIUS servers continue to work thanks your “autonomous mode” capability.
  • The update includes automatic data migration to the new Hydra version.

Learn more about the support we provide immediately after your purchase

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