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VAS Experts Technical Support

Expert support for Stingray solutions 24/7 throughout the entire service lifecycle — from architecture consultations to diagnosing and resolving complex incidents.

What Technical Support Includes

Operational Support

System configuration, setup, and scheduled maintenance. Analysis of statistical and monitoring data.

Troubleshooting and Incident Resolution

Identifying the root causes of failures, restoring system operation, and providing recommendations for handling emergency situations.

Migration and Upgrade Support

Technical support for system migration, expansion, and modernization, including software updates and configuration changes.

Configuration and Optimization Recommendations

Configuration optimization based on network specifics and current traffic load. Preventive measures to help avoid service disruptions and emergency situations.

Remote Support

Remote system monitoring, diagnostics, and configuration when remote access is provided.

Product Information and Updates

Information about product development, new features, known issues, patches and fixes, and deployment and operation procedures.

Technical Support Levels

Choose the support level that meets your network requirements.

Support Level Response Time
Basic Support and Subscription 24×7 ticket registration, response — Next Business Day
8×5×8 (For version SSG-20 BASE and higher) Support during business hours, response time — up to 8 hours
24×7×4 (For version SSG-40 COMPLETE and higher) 24/7 support, response time — up to 4 hours
Even with the basic support level, we aim to respond as quickly as possible, especially in emergency situations. First-line engineers are available 24/7, and second-line specialists are involved when necessary.

Benefits of VAS Experts Technical Support

Development-Level Expertise

All Stingray products are developed by VAS Experts, so our technical support engineers have in-depth product expertise. They can advise on solution architecture and help resolve even non-standard technical challenges.

Support Throughout the Product Lifecycle

Technical support covers all stages of the customer lifecycle — from initial deployment to software updates, modernization, and network scaling.

In-Depth Understanding of Telecom Operators' Needs

Our technical support engineers have extensive experience working with telecom infrastructure and understand the specifics of operating service provider networks. This helps them quickly identify the causes of issues and propose solutions tailored to the specifics of each network.

Product Development Driven by Customer Needs

Technical support specialists work with customer requirements and operational challenges every day and share their experience with the development team. This helps us continuously improve Stingray products based on real-world use cases and the requirements of telecom operators.

Knowledge base

All the materials needed to operate Stingray solutions are available in the VAS Experts documentation

Useful sections for support users

How to submit a technical support request

Recommendations for preparing a support request: what information can speed up troubleshooting and what data should be provided, including the software version, configuration, logs, and other relevant details.

FAQ and answers to common questions

Solutions to common issues related to Stingray products, including DPI, BNG, NAT, QoE, and other platform components.

Version updates and changes

Information about new software versions, fixes, and functionality changes.

FAQ

How do I contact technical support?
To submit a support request, send an email to sd@vas.expert. Include a description of the issue or question, the product version, configuration, logs, and any other information that may help with troubleshooting. The more complete the initial information, the faster an engineer can start working on the request.
Why do I need technical support if the product is working without any issues?
Technical support is not limited to resolving incidents. VAS Experts engineers provide guidance on solution configuration, help scale the network, and assist with launching new services.
What issues can I contact technical support about?
Technical support helps with troubleshooting, solution configuration and operation, network performance analysis, upgrades, migrations, integration with external systems, and recommendations for optimal product configuration.
Can the product be customized for specific requirements?
Yes. VAS Experts provides solution customization, integration with external systems, and feature development to meet the requirements of a specific infrastructure. If a new feature proves useful to other operators, it may be included in the main product version.
What happens after a support request is submitted?
After registration, the request is handled by the first-line support team. Typical issues are resolved at this level, while more complex tasks are passed to the second line. If in-depth technical analysis or developer involvement is required, the request is escalated to the third line. This approach ensures that the right specialists are involved at each stage and helps find the most effective solution as quickly as possible.
Is technical support available 24/7?
Yes. Engineers are available 24/7 for customers with the corresponding support service level. This allows support requests from operators in different time zones to be handled promptly.
How are critical incidents handled?
Critical incidents are prioritized. Engineers immediately start troubleshooting, identify the cause of the issue, and do everything possible to restore the service as quickly as possible.
Can I track the status of my support request?
Yes. After your request is registered, you receive a link to the ticket. You can track the status of the request and communicate with engineers through the link or continue the conversation by email.

Request a demo

Fill in the form
We will contact you, specify the task, provide access to the documentation and answer your questions.
Choose the solution
We discuss the current situation: traffic volume, available equipment, the functionality you need.
Free trial
Our engeniers install the selected software and adapt it to your specific tasks. Сontract — only after the test is successful.