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ART. 1 - SUBJECT OF THE CONTRACT 

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17.3 WILDIX Platinum and Gold Business Partners can use the following channels for communication with WILDIX Support:

• ticketing System via WILDIX Management Portal (WMPSalesforce Partner Community (accessible at www.bewildix.com);

• phone call;

• Kite service;

• Facebook Groups;

• email - only for follow up on an existing ticket;

  Warning
  IMPORTANT: no new tickets can be opened via email starting from June 2018!

  
  

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17.7 How to open a ticket to WILDIX Technical Support or Customer Care from WMPSalesforce Partner Community:  

1. 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)

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   Access WMP using your credentials

   Go to Help Desk tab -> click Add in the upper-right corner 

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2. Select the type of your request: Technical or Customer Care

3. Enter all Salesforce Partner Community using your credentials

4. On the Home page, click Submit a Case: 
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5. Select type of your case
   • Customer Care: resolve billing issues, check invoices and ensure your account is up to date
   • Customer Success: escalate your issue to Customer Success Specialist team
   • Feature Request: ask for additional features or integrations with our feature request option
   • HWaaS Management: request to cancel, replace or upgrade HWaaS devices
   • Tech Support: report technical issues and get help with all aspects of the Wildix Blue ecosystem
     
6. Choose Case Reason (e.g. Billing / HWaaS / Orders / CLASSOUND, etc.), Category and Sub-category (where available) 
   
7. Search for the necessary PBX or device and select it from the list 
8. Fill out the Subject and Description fields, entering 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

9. Click Submit 

   Image RemovedOnce the information is provided and any files that are relevant for the case are attached (if needed), click Submit:
   
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After you have opened a ticket, you can:

• reply to your ticket by email or from WMP Salesforce Partner Community to provide any additional information

• track the status of your ticket from WMPin Salesforce Partner Community

• give feedback on a ticket

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• IP address of the remote maintenance or *.wildixin.com address of the PBX
• Login credentials
• WMS version of the PBX and optionally FW of the Wildix devices
• Exact error description and diagnostics done so far
• Traces with examples and information to address the issue; e.g. users involved in a call (caller and called numbers) and time of the call itself

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To leave feedback about a ticket:

On

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the page of the case in Salesforce Partner Community, you can find the section Please, rate our service. Rate the service, leave a comment if you wish and click Submit:

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17.8 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): 

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