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0. Support mission

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• Tech Wizards Facebook Group: https://www.facebook.com/groups/wildixtechwizards/

• Bug Reports, Beta Releases and Integrations: https://www.facebook.com/groups/194649610873892/

• Wildix online Documentation: https://manuals.wildix.com  

• New releases and system updates: https://www.wildix.com/category/new-releases-and-updates-en/

1. Support eligibility

Wildix direct Technical Support service is available for the following type of Partners:

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• Support hours for processing new tickets are Monday through Friday 9:00 a.m. to 6:00 p.m. EST / CET

• Extended support service only for Critical issues is available 24 hours / 7 days per week

2.1 Ticket response time based on ticket class of service (CoS)

Response time for newly created tickets may differ depending on the CoS assigned to the ticket. Response times and the policies of assigning CoS are explained in the table below.

2.2 Extended Support Service for Critical issues

Extended Support Service is available only for Critical issues, such as:

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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; IMPORTANT: no new tickets can be opened via email starting from June 2018!

3.1 Ticketing System

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.

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How to open a ticket to Wildix Technical Support from WMP:

1. Access WMP using your credentials

2. Support tab -> click New Ticket in the upper-left corner

3. Select the PBX and enter all the information related to the issue

• The WMS version

• FW versions of all the devices related to the ticket

• Any additional information and attachments   

4. Click Submit

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After you have opened a ticket, you can:

• reply to your ticket by email or from WMP to provide any additional information

• track the status of your ticket from WMP

3.2 Phone

You can contact Wildix Technical Support by the following phone numbers during Support Hours - from 9am till 6pm EST / CET (outside Support Hours 24/7, only for Critical issues):

• USA: +16144841546

• UK: +443300563663

• Italy: +39 0461 1715112

• Germany and DACH countries: +49 89 2000 60 65

• France and francophone countries: +33 1 76 74 79 83

3.3 Kite  

Use the following links to chat / call Wildix technical support teams during Support Hours only - to access the service make sure a ticket has been created:

• International: https://kite.wildix.com/ucit/64

• Italy: https://kite.wildix.com/ucit/65

• Germany and DACH countries: https://kite.wildix.com/ucit/66

• France and francophone countries: https://kite.wildix.com/ucit/67

3.4 Facebook Groups

Wildix Tech Wizards group is open for everyone and intended for:

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