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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: May 2021 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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0. Support mission
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- 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 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 errorsÂ
- Promo related questionsÂ
- Company information changes (update contacts/ address, WMP access)
- General questions
- Feature request
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