Further information regarding the new service packages

Dear server owner,

Here we would like to answer the most frequently asked questions and provide further details about the new service packages, that have been announced to our customers.

About the service packages

• Who was informed about the new service packages?
  All customers who obtained their servers directly from us via purchase or investment.
• I did not purchase my server directly from Protonet, how can I get the new service package?
  Please write an email to team@protonet.info with your full contact details, the serial number of the server and the model (Maya, Carlita, Carla).
• What are the conditions?
  1. Maya : 49 € monthly (plus VAT)
  2. Carlita : 149 € monthly (plus VAT)
  3. Carla : 199 € monthly (plus VAT)
• What services do the new service packages contain?
  1. E-Mail SupportIf you create a ticket on the support portal, our support staff will react within the promised response time.
  2. Access to the Protonet box via the protonet.info web address.Your server is reachable via the protonet.info-address, which means for you the least possible maintenance. We take care of the accessibility.
  3. Email notificationsYour server sends all emails via a Protonet Mailserver. We take care of the availability.
  4. Push notificationsMobile users of the Messenger app receive push notifications when a new message is send to them.
  5. New features and bug fixesWe regularly provide SOUL updates.
• Can I purchase only software updates?
  There is currently no pure update package to be purchased. Since the further development and maintenance of the software requires specialized personnel in the long term, the costs would not be significantly lower than the mentioned prices of the service packages.

• What about the previous service packages gold and silver as well as the hardware warranty?
  Due to the insolvency, we can no longer fulfill them. Any claims can be asserted with our liquidator.
• For further questions and comments on the service packages please contact team@protonet.info.
  The support portal is intended exclusively for product-specific topics and support topics. Our moderators will close or remove irrelevant forum contributions.

About the Support services

• How do I get support in the future if I accept the service contract?
  Nothing changes for you. If you indicate in the ticket form that you have accepted the contract, a support employee will contact you to assist you. The Support Portal is also available to you. For pure questions please use only the forum.
• What kind of Support services do I get if I do not purchase a service package?
  On the support portal, you have free access to instructions, help, release notes, and other information provided by Protonet Support. After successful registration of a user account there is also the possibility to exchange with other users and support staff in the forum.
• Can I open a support ticket without a support package if required?
  Yes you can – please indicate accordingly that you have no valid service contract. The processing of the support ticket will then billed per half-hour work segments, with an hourly rate of 149 euros. Software errors are excluded.
• Will important information and instructions about the Protonet solution still be published on the support portal?
  Yes! Existing instructions will be optimized and expanded as well as new ones provided. We recommend that you first search for a question or a specific error message before you create a new forum post or a support ticket.

About the Services

• Will the protonet.info web address of my server be shut down immediately on March 1st, if I do not accept the contract?
  The exact date is also at the discretion of the liquidator. We hope to reach a compromise with him, to allow you a longer period of time. Please, however, make the required adjustments as soon as possible. On the support portal you can find an instruction manual and in the forum many already clarified frequently asked questions from other users:
  – How to configure your own domain or DynDns – It also explains how to create your own certificate.
  – Set up DynDNS with automatic certificate generation – Visual guide with focus on port forwarding and letsencrypt
  Please post any questions and problems on this topic in the forum: We have introduced the new category “Create your own web address (DynDNS, …)” for easier access. The Support Team will gladly present you with an offer for technical support

• Will email notifications from my server be switched off directly on March 1st, if I do not accept the contract?
  The exact date is also at the discretion of the liquidator. We hope to reach a compromise with him, to allow you a longer period of time.
  Please, however, make the required adjustments as soon as possible.
  – SMTP server configuration – It is designed for Linux users, but is supplemented by a guide that is linked within it, which does not require console access.
• Please place any questions and problems on this topic in the forum: We have introduced the new category “SMTP Server Setup” for easier access. The Support Team will gladly present you with an offer for technical support
• Will push notifications from my server be shut down on March 1 if I do not accept the contract?
  The exact date is also at the discretion of the liquidator. Once again, we hope to reach a compromise with him, to allow you a longer period of time. In order to get push notifications independent of our infrastructure, you have to develop the Messenger app itself. This is possible with our API, on the basis of which the messenger was developed. This, however, involves a lot of effort.
• New features and bug fixes
  SOUL will be further developed according to the feature list you created and prioritized. Bug fixes will be of course conducted when necessary.

Please send any further questions and comments regarding the new service packages or the insolvency to team@protonet.info.

If you have any technical questions, please post them in the forum.

With kind regards

Your Protonet Team