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Info

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

Table of Contents

0. Support mission

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  1. Technical Support, related to all technical issues
  2. 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 errors 
    • Promo related questions 
    • Company information changes (update contacts/ address, WMP access)
    • General questions
    • Feature request

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