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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: October 2023 Permalink: https://wildix.atlassian.net/wiki/x/8QvOAQ |
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ART. 1 - SUBJECT OF THE CONTRACT
1.1 The purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND.
ART. 2 - DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL
2.1 The contract is effective from the date of activation of at least one service.
2.2 The duration of the contract is equal to the duration of the rent chosen. The contract is automatically renewed upon expiry for the same period.
ART. 3 - ACCESS REQUIREMENTS FOR CLASSOUND SERVICES
3.1 In order to use the CLASSOUND services from WILDIX, the CUSTOMER must have access to an Internet connection that meets the minimum technical requirements of the subscribed services, i.e. at least 60 kbps, the Minimum Guaranteed Bandwidth for each simultaneous VoIP call to and from the CLASSOUND service.
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3.3. The SLAs for the activation and portability of DIDs in CLASSOUND are reported here: CLASSOUND Activation Request.
ART. 4 - ACCESS CREDENTIALS
4.1 WILDIX will provide, via the e-mail address specified by the CUSTOMER, the access credentials necessary to access WILDIX services and to keep all personal data updated (i.e. identification code, user ID and personal access key, Password).
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4.3 In case of loss or theft of the Password, the CUSTOMER must immediately notify WILDIX by e-mail, sending the report to the relevant authority no later than 3 days after the discovery of the loss or theft.
ART. 5 - CLASSOUND DIDs AND VOICE AND FAX SERVICES
5.1 The CUSTOMER acknowledges his right to claim the ability to port the number assigned by WILDIX to another operator according to the procedure established by the relevant laws and regulations. The conclusion of the transfer procedure does not imply the termination of the contract for the services provided by WILDIX.
ART. 6 - TELEPHONE LINES ASSOCIATED WITH FAX AND VOICE NUMBERS
6.1 The numbers assigned by WILDIX for fax and voice services can send and receive simultaneous calls in either direction, with a minimum of twenty calls. If the limit is exceeded, the capacity will be automatically increased within a maximum period of 30 days.
6.2 In the event that the networks or telephone lines connected to the WILDIX systems experience congestion or malfunction, calling users may receive a busy signal, although WILDIX does everything possible to avoid this result. Note, that guaranteed CLASSOUND restoration time (SRT) is 4 hours.
ART. 7 - FEES AND PAYMENT METHODS
7.1 The fees for goods and services are indicated on the order forms or the invoice.
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7.4 WILDIX is not responsible for any taxes incurred by Partners. Partners must be compliant with local telecom service requirements with respect to laws and taxes within each jurisdiction they operate in.
ART. 8 - OBLIGATIONS OF THE CUSTOMER AND CORRECT USE OF CLASSOUND SERVICES
8.1 The CUSTOMER may in no case use the services for illegal purposes and/or to cause nuisance to third parties.
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8.7 If WILDIX detects usage of the service that does not comply with the regulatory provisions governing call center activities, it may suspend the service, even in the face of mere suspicion, and, once the abuse has been ascertained, may revoke the use of the number by the CUSTOMER and terminate the existing contract, without anything being owed to the latter.
ART. 9 - LIMITATION OF LIABILITY AND INDEMNITY
9.1 WILDIX will not be liable — neither to the CUSTOMER nor to subjects that are directly or indirectly connected to the CUSTOMER himself — for delays, malfunctions, suspensions and/or interruptions in the provision of the Service caused by: force majeure or unforeseeable circumstances; tampering with or interventions in services or equipment carried out by the CUSTOMER or by unauthorized third parties; failure by the CUSTOMER to comply with the conditions of access to the Service; incorrect use of the services by the CUSTOMER; malfunctions from the connecting devices; use by the CUSTOMER of incompatible tools and/or programs (software); connectivity malfunctions dependant upon another operator.
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9.10 The CUSTOMER relieves WILDIX from any responsibility for any attacks and/or intrusions by third parties from the network through the equipment with which the service is provided. The CUSTOMER declares that he is aware that third parties can access systems via the Internet and can overcome the security of the systems to use them improperly and cause damage to third parties. In the event that WILDIX detects an intrusion attempt through the accesses and data it lawfully disposes of for the provision of the service, it may interrupt the service, without any obligation, until the CUSTOMER takes steps to implement the measures necessary to prevent the situation from persisting. The CUSTOMER shall hold harmless from any direct and/or indirect damage as well as the payment of any charge, expense, indemnity or any prejudice that may be suffered by WILDIX or the employees or collaborators of the parties or other subjects who use the services or even those who are only connected or occasioned by the execution of this contract by their employees and/or collaborators, consultants, their representatives as well as their substitutes, even on an extra-contractual basis.
ART. 10 - PROTECTION OF PERSONAL DATA
10.1 Given that the rule for the protection of personal data applies to the processing of data relating to natural persons, WILDIX indicates that personal data of employees and collaborators of the CUSTOMER are collected for the following purposes:
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10.2 The CUSTOMER may modify and update his personal data by means of a written request to WILDIX.
ART. 11 - CONFIDENTIALITY OF TRANSITED INFORMATION AND MESSAGES
11.1 Without prejudice to the provisions of the previous point, each party shall keep secret all information acquired in relation to the supply relationship. Each party takes every necessary precaution in order to safeguard the confidentiality and secrecy of such information and to prevent its disclosure to third parties, and will limit its communication only to employees and consultants who have an effective need to know it for the purposes referred to in this supply relationship in compliance with the need to know principle, undertaking not to disclose the information to third parties, not to make it public or accessible by any other means unless it is expressly permitted with written consent issued by the party making the disclosure or delivery of information; it being understood that each party will not be deemed in breach of the provisions of this article as a result of communications made in compliance with the provisions contained in any rule or regulation or order promulgated by public authorities having jurisdiction over it in relation to the execution of this Agreement and to the operations envisaged therein. Each party ensures that these commitments are also respected by its directors, statutory auditors, employees, promoters and consultants to whom such information has been communicated. The confidentiality obligations set forth herein will cease at the end of the first year from the date of termination of the effectiveness of this Agreement.
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11.4 Communications Security. As part of the telecommunications service provided, adequate security measures are adopted to protect communications. Nevertheless, there may be situations that allow unauthorized third parties to learn the content of the same even unintentionally. In particular, unless encryption systems are adopted, the messages circulate on the networks in the clear and the networks prove to be easily attacked despite the adoption of up-to-date protection systems.
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
14.1 The mission of WILDIX Technical Support is to provide an excellent service to our Partners during the deployment and after the deployment of WILDIX Solutions. WILDIX Technical Support does not provide pre-sales support, which is performed by our Sales Teams, or provide information included in the documentation.
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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://wildix.atlassian.net/wiki/spaces/DOC/overview;
New releases and system updates: https://www.wildix.com/new-releases-and-updates/;
ART. 15 - SUPPORT ELIGIBILITY
15.1 WILDIX direct Technical Support service is available for the following type of Partners:
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15.3 WILDIX system end-users must refer to the System Integrator (WILDIX Partner or Reseller) who installed the WILDIX System.
ART. 16 - SUPPORT HOURS
16.1 Support hours for processing new tickets are Monday through Friday 9:00 a.m. to 6:00 p.m. EST / CET.
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16.8 Once a new ticket arrives outside Support Hours, the responsible NOC engineer investigates the issue and, in case the ticket qualifies for Critical CoS, tries to resolve the ticket immediately or provide a workaround.
ART. 17 - HOW TO INTERACT WITH SUPPORT
17.1 We remind you again that WILDIX direct Technical Support service is available only for:
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17.4 Ticketing System. For convenience, ticket are divided into two types: Anchor ticketingsystem ticketingsystem
Technical Support, related to all technical issues;
Warning Note: in case of any critical issues with CLASSOUND incoming/ outgoing calls, please submit Tech support ticket or call the local support line (see the phone numbers in 17.8) to have it processed with higher priority.
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 (general question, 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);
- Feature request;
- Note: some Customer Care operations can be extra charged, check the list in Customer Care FAQ
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Access WMP using your credentials
Go to Help Desk tab -> click Add in the upper-right corner
- Select the type of your request: Technical or Customer Care
Fill in the mandatory fields: Subject, Message and PBX name or product info (can be selected from the list: serial number of devices, PBX/ product name etc); for Customer Care: select the topic of your request.
According to your request, you are prompted with auto-suggestions of relevant Documentation that can help you to solve your issue; proceed with your request if if there is no ready-made solution for your request. Auto-suggestions work both for Tech Support and Customer Care requests. The search results are displayed on the right panel after you:
- start typing the subject of your request
- choose a device
- or select the topic (in case of a Customer Care ticket)
Enter all the information related to the request:
The WMS version and FW versions of all the devices related to the ticket for Technical Support
Any additional information and attachments (invoices, delivery docs, order numbers etc) for both Technical Support and Customer Care
Click Submit
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17.11 Please do not use Facebook groups to report a Critical issue (such as cloud system is unreachable, call drops which are not caused by the operator, business operations severely impacted without workaround). Use phone or Ticketing system instead.
ART. 18 - PROACTIVE SYSTEM MONITORING AND CRASH REPORTS
18.1 WILDIX NOC Engineers perform continuous system monitoring 24/7, investigate crash reports, and intervene in case a problem with any client PBX has been revealed by the monitoring system.
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identify the CoS of the issue; issues which have been identified as Critical are immediately taken into analysis, even if revealed outside Support Hours;
find all the information related to the PBX, including Serial, Country, Partner, information about the issue;
partner is contacted by creating a ticket or by phone;
ART. 19 - SYSTEM SYSTEM MAINTENANCE AND GLOBAL PROBLEMS
19.1 You can check WILDIX system status for its services here https://statuspage.wildix.com/.
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planned system maintenances;
global problems with WILDIX services;
ART. 20 - SERVICE SERVICE AVAILABILITY
20.1 The availability commitment for the WILDIX services is 99.98%, disregarding any scheduled periods of unavailability for preventive maintenance notified in advance.
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