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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 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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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.
Assigned CoS | Explanation | Ticket response goals |
Critical |
| Within 30 minutes during Support Hours NOTE: For Critical issues outside Support Hours, please use Phone. |
Standard |
| Within the same working day, or on the next working day for the tickets created outside Support Hours |
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:
Access WMP using your credentials
Support tab -> click New Ticket in the upper-left corner
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
Click Submit
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
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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