How to reach our support department

After each purchase our Ticketing system sends an email to the buyer. This email contains configuration details and web documentation links for the bought equipment. It notifies the Contact (buyer) that a new ticket is added to his company Account.

If a reply is sent to that email, an answer is added to the ticket and an automated procedure to create a customer support account will start.

If by any chance the customer forgot his password, Forgot Password Reset option can be found in the right side of the Support portal.

In the Ticketing system each Customer (user) belongs to a Company. Users from the same Company can see all tickets of that Company.

We recommend you create an email address yatesupport@your-company-domain.tld. This will allow you to combine all your company employees in the Ticketing System and everyone will be aware of all tickets and their answers.

Email address yatesupportyour-company-domain.tld will act as an email group, you can manage it, keep count or add/remove users to that list.

We’ll add this address as an End-user in the Ticketing system. You can add tickets by sending emails to support@ss7ware.com from this email address. Each user can have an email signature. When sending email from yatesupport@your-company-domain.tld the signature will be act as the identifier of the user.

  • Community Let's get that fixed!

Want to file a bug? Or maybe your Yate equipment needs a custom configuration.

Log in to our support portal or simply email your request to support@ss7ware.com.

Whatever you choose, our team will make sure your request is prioritized the way it should.

Go to our support portal

  • YouTube Follow us and learn

We are adding examples and scenarios encountered daily in telecom and how-to guides to answer your questions.

Our videos are designed to make you understand RAN Network and CORE Network equipment communication.

Each month we explain new topics on our online webinars held on YouTube.

Check SS7ware support on YouTube

How to open a ticket?

  • Method 1: Using the support portal

    » After each purchase our Ticketing system sends an email to the buyer.

    » This email contains configuration details and web documentation links for the bought equipment.

    » This email notices the Contact (buyer) that a new ticket is added to his company Account.

    » If a reply is sent to that email, an answer is added to the ticket and an automated procedure to create a customer support account will start.

    » Or if you are added to the ticketing system by our marketing team, you will receive an e-mail with a link to register.
customer self service YateBTS
  • Set the password
Support System YateBTS
  • Edit the profile and you are ready to access your tickets.
  • On the main page you can see the opening tickets, click on New ticket to open a new ticket.
YateSupport tickets
  • Fill the details about the department, equipment and the details of the problem or the question you are having.
labkit error
  • Then the ticket is created and will appear on the tickets list.
Demo ticket
  • Method 2: Send an e-mail for our support team.

    » Send an e-mail to support@ss7ware.com.

    » You will shortly receive a confirmation email showing your ticket number. You can create an email group as described above.
customer ticket demo

In the Ticketing system each Customer (user) belongs to a Company. Users from the same Company can see all tickets of that Company.

  • Before submitting a ticket, please consider the following points:

    » Describe your network (what equipment do you have and what equipment did you encounter the irregularity/bug?).

    » Example: We have a full CORE Network (UCN+HSS+SMSC+STP+DRA) and the issue is in YateUCN equipment.
  • What do you want to obtain?

    » The current result is X, but we would like to obtain Y.

    » Example: I would like to route MSISDN to sip_trunk2 when sip_trunk1 is not available.