When RouterOS fails in production, whoever answers already knows the platform
Doctor Mikrotik support runs on direct channels, response times agreed before starting, and a clear technical scope: no fine print, no handing off to third parties. Contact by email, remote access to your devices, and a video call whenever it helps to see the topology live.
How support is delivered
Support covers RouterOS, CHR, switches and Mikrotik wireless in real production environments.
Direct channels
Email and remote access to your devices, with a video call whenever it helps to see the topology live. No generic tickets, no escalation to an outsourced call centre.
Response times based on urgency
Incidents affecting production take priority over design or audit consultations, which are scheduled for a fixed date. Response time is agreed before work begins.
Real technical scope
Configuration, diagnostics and optimisation on RouterOS, CHR, switches and Mikrotik wireless. No hardware sales, no passing the problem on to another provider.
Support for your team
Every intervention includes an explanation of what was changed and why, not just the fix itself, so your team understands the network and isn't left depending on a third party.
Support tiers and their scope
The exact response time is agreed in the first contact, based on the tier and the criticality of the problem.
| Tier | Channel | Response time | Scope |
|---|---|---|---|
| One-off support | Email and remote access | During business hours | Diagnosis and resolution of a specific incident |
| Recurring support | Email, remote access and video call | By arrangement | Maintenance, periodic reviews and technical team queries |
| Production emergency | Immediate remote access | By arrangement | Network outage or critical service down |
Frequently asked questions about support
What support channels does Doctor Mikrotik offer?
Support is provided by email and direct remote access to your devices, which is where RouterOS incidents actually get resolved. When it helps to see the topology live, a video call is added. There's no first-line phone support or automated ticketing system dragging out the response: you talk directly to the person who's going to touch the configuration.
What's the real response time?
It depends on the tier contracted: one-off support, recurring support, or a production emergency intervention. Incidents that take down a service always take priority over design or audit consultations, which are scheduled for a fixed date. The exact time is agreed before starting, with no generic promises that don't get kept.
Does support cover only RouterOS, or hardware too?
It covers configuration, diagnostics and optimisation on RouterOS, CHR, switches and Mikrotik wireless. Hardware is neither sold nor replaced: if a device needs swapping out, that's flagged clearly, but the purchase is handled by the client. The focus is on solving the technical problem, not on selling product.
Do you work with technical teams who already know Mikrotik?
Yes, the typical profile is a network engineer, integrator or ISP already running RouterOS who needs a second opinion or help with a specific problem. The work is done side by side with that team, not in their place, and every intervention includes an explanation of what was changed and why.
Do you provide support outside Catalonia?
On-site consultancy is centred on Girona and Catalonia. Remote support, on the other hand, reaches all of Spain, with the same channels, the same agreed response times and the same technical scope as a local intervention.
Do I need a contract to request support?
No. You can request one-off support with no prior contract for a specific incident, or arrange recurring support if the volume of queries from your technical team justifies it. The first contact clarifies which tier fits best.
Need support right now?
Tell us what's failing, what it's running on RouterOS, and since when. In the first contact, we'll tell you whether it's a one-off incident, whether recurring support makes sense, or whether a full audit needs to be scheduled.