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Our Services Shaped Up With Hydra Products
We provide complete technical support, conduct implementations and train your staff.
Product-Related Services
Implementation Service
Our engineers have implemented Hydra in dozens of companies. No one can do this better than they do.
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Technical Support
We are there to help you any time you run into an issue, whenever that may occur at night, on the weekends, holidays — anytime.
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Training Service
We are willing to train your staff so they have no problems working with our system.
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Implementation Services
How does Implementation Service benefit you?
"We do not leave our customers alone after their purchase with a system they have no idea how to use, but rather assist them in getting it going."

Nikita Petrov,
Head of implementation and technical support,
Latera
You save time for your staff. They continue to make you money doing your everyday business.
You protect your investment. You don't run the risk of programs being left uncompleted due to your staff being overloaded with routine work.
You accelerate your return on investment. The faster you replace your old billing system with Hydra, the sooner it will start making you money.
Our engineers have implemented Hydra in dozens of companies. No one can do this better than they do.
Data Migration
  • You don't have to write scripts or programs. Our team does this so you don't have to. We use special sets of tools and benefit from the experience of having made dozens of migrations.
  • Our migration adapts flexibly according to your needs. We transfer data with as much detail as you require.
  • Brush up your data! Migration is an excellent opportunity to learn a lot about how current and correct the customer and service data stored in the old billing are.
How does our service benefit you more?
"Hydra billing has been in operation since 2011, providing our customers with Internet access and telephony services. Experience has shown that investment in Hydra pays off quickly as a reliable money-making tool. In addition, Latera's technical support team is friendly and interested in helping the customer solve both simple and substandard tasks."

ALEXEY PAVLOV,
PRIMELINK
We use special tools for rapid system integration and data processing. It is difficult to learn how to operate them, and they will be of no use to your employees in their daily work.
We feature many ready-made configurations. We re-use them, thus accelerating implementation and reducing the risk of errors.
We have well-honed the technology of Hydra's implementation. It prevents any mistakes that might have otherwise occurred while setting up and running the system.
We have more experience in the implementation of Hydra. We've done it dozens of times and nothing can confuse us.
We have access to our customers' experiences. They are willing to share them with us.
We maintain an unbiased view of your business. It helps us to better understand and solve your problems.
1
Prior to implementation, we carry out a free remote analysis, a rapid analysis of your business' technical aspects.
2
If necessary, we can conduct a paid in situ survey, following which you'll be provided with a detailed report.
3
We make a clear plan for phased implementation, where part of the work will be done by us and the other part by your employees.
4
Implementation is carried out in a convenient project management system, where you can track time and current tasks and interact with our experts.
5
Each project's implementation is supervised by your own engineer, who is responsible for its results, time period, and cost.
6
Before putting Hydra into operation, we create a testing checklist. When the tests return error-free, they ensure a successful launch.
Technical Support
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.
Why is technical support beneficial to you?
"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
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 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.
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.



"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
Training Services
Remote learning or on-site training provided by our experts.
A two-day training course, custom made by taking into account the features of Hydra you use.
Advising on setting up the system, depending on the expected workload and the characteristics of your business processes.
Advising on your job in Hydra's implementation: setting rates, user system rights, and hands-on equipment.
Technical Support Team
Nikita Petrov
Head of implementation and technical support, Hydra
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.
Max Holden
Founder & Art Director
Eva Stark
Customers Support
Julia Bush
Design Director
Carlos Lott
Marketing Director
Max Holden
Founder & Art Director
Eva Stark
Customers Support
Julia Bush
Design Director
Carlos Lott
Marketing Director
Max Holden
Founder & Art Director
Eva Stark
Customers Support
Julia Bush
Design Director
Carlos Lott
Marketing Director
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