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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: June 2021 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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ART. 1 - SUBJECT OF THE CONTRACT
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17.4 Ticketing System. For convenience, ticket are divided into two types: Anchor ticketingsystem ticketingsystem
- Technical Support, related to all technical issues;
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 (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;
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