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This document describes the service level terms and conditions according to which Wildix provides technical support to its Customers. Created: April 2018 Updated: November 2020March 2021 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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0. Support mission
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Ticketing System via Wildix Management Portal (WMP)
Phone call
Kite service
Facebook Groups
Email - only for follow up on an existing ticket
Warning IMPORTANT: no new tickets can be opened via email starting from June 2018!
3.1 Ticketing System
For convenience, ticket are divided into two types:
- Technical Support, related to all technical issues
Customer Care, related to non-technical issues:
- Billing (delivery document dispute, invoice, dispute, credit note request etc)
- CLASSOUND (order status, issues with calls, DID cancellation etc)
- HWaaS (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
You can open a ticket via Ticketing System any day and any time. Goal of Technical Support is to respond to all tickets within the same working day, or on the next working day for tickets created outside of Support Hours.
Customer Care can be reached via ticketing system only. Submitted requests are reviewed during one business day. Resolution time depends of ticket complexity and topic.
How to open a ticket
How to open a ticket to Wildix Technical Support or Customer Care from WMP:
Access WMP using your credentials
Go to Help Desk tab -> click Add in the upper-right corner
- Select the type of your request: Tech Support or Customer Care
- Fill in the mandatory fields: Subject, Message, select a ticket type: Technical/ Non-technical (concerning Accounting, Billing, Invoices) 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
Enter all the information related to the issuerequest:
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
Click Submit
After you have opened a ticket, you can:
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