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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: September 2021April 2022 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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ART. 1 - SUBJECT OF THE CONTRACT
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3.3. The SLAs for the activation and portability of DIDs in CLASSOUND are reported here: CLASSOUND Activation Request.
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ART. 12 - CONTRACTUAL MODIFICATIONS
12.1 WILDIX may make any changes to this document. If the CUSTOMER does not accept the announced changes, he has the right to withdraw from the contract without paying any penalty for the withdrawal.
ART. 13 - EXPRESS TERMINATION CLAUSE
13.1 - The violation of the following provisions involves the termination of the contract:
- use of services for illegal purposes and/or to cause a nuisance to third parties;
- use of the services for telephony arbitrage or similar activities;
- use of numbering in a way that does not comply with legal and regulatory provisions;
- fraud or technical problems that put the WILDIX infrastructure at risk;
- use of services in violation of the regulations governing call center activities
ART. 14 - SUPPORT MISSION
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17.1 We remind you again that WILDIX WILDIX direct Technical Support service is available only for:
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- Technical Support, related to all technical issues; Important: only certified Partners who passed at least W-FE training can open tickets!
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;
- Note: some Customer Care operations can be extra charged, check the list in Customer Care FAQ
17.5 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.
17.6 Customer Care can be reached via ticketing system only and all requests are accepted only in English. Submitted requests are reviewed during one business day. Resolution time depends of ticket complexity and topic.
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