Page Comparison

ART. 1 - SUBJECT OF THE CONTRACT 

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1. Technical Support, related to all technical issues; 

2. Customer Care, related to the following issues:

   • Billing (delivery document dispute, invoice, dispute, credit note request, request tax break-down for invoice/quote (US/CA only) etc);
   • CLASSOUND (order status, DID cancellation, general questions, set or update CNAM (US/CA only) etc). Note: in case of any critical issues with incoming/ outgoing calls, please submit Tech support ticket to have it processed with higher priority;
   • HWaaS (general questions, PBX change, spare parts inquiry etc);
   • PBX / Licenses (activate/ terminate PBX, WMS setup, licenses adjustments etc);
   • Orders (orders tracking, order items amendment etc);
   • Portal errors;
   • Promo related questions;
   • Company information changes (update contacts/ address, WMP access);
   • General questions;
   • Feature request;
   • Note: some Customer Care operations can be extra charged, check the list in Customer Care FAQ

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1. Access WMP using your credentials

2. Go to Help Desk tab -> click Add in the upper-right corner 

   
   

3. Select the type of your request: Technical or Customer Care

4. Fill in the mandatory fields: Subject, Message and PBX name or product info (can be selected from the list: serial number of devices, PBX/ product name etc); for Customer Care: select the topic of your request.
   According to your request, you are prompted with auto-suggestions of relevant Documentation that can help you to solve your issue; proceed with your request if if there is no ready-made solution for your request. Auto-suggestions work both for Tech Support and Customer Care requests. The search results are displayed on the right panel after you:
   - start typing the subject of your request
   - choose a device
   - or select the topic (in case of a Customer Care ticket)

   
   

   
   

5. Enter all the information related to the request:

• The WMS version and FW versions of all the devices related to the ticket for Technical Support

• Any additional information and attachments (invoices, delivery docs, order numbers etc) for both Technical Support and Customer Care

6. Click Submit 

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After you have opened a ticket, you can:

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