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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: July November 2020 Permalink: https://confluence.wildix.com/x/NgBuAQ |
| Table of Contents |
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0. Support mission
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Response time for newly created tickets may differ depending on the CoS assigned to the ticket. Response times and the policies of assigning CoS are explained in the table below. :
Assigned CoS | Explanation | Ticket response goals |
Critical |
| Within 30 minutes during Support Hours NOTE: For Critical issues outside Support Hours, please use Phone. |
Standard |
| Within the same working day, or on the next working day for the tickets created outside Support Hours |
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Ticketing System via Wildix Management Portal (WMP)
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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Access WMP using your credentials
Go to Support Help Desk tab -> click Add in the upper-right corner corner:
- Fill in the mandatory fields: Subject, Message and Message, select a ticket type: Technical/ Non-technical (concerning Accounting, Billing, Invoices) and PBX name or product info (can be selected from the list: serial number of devices, PBX/ product name / PBX name etc)
Enter all the information related to the issue:
The WMS version
FW versions of all the devices related to the ticket
Any additional information and attachments
Click Submit
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- IP address of the remote maintenance or *.wildixin.com address of the PBX
- login 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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If a ticket has been closed by Wildix support, it is no longer possible to reply and reopen the ticket. Please open a new case and reference the original ticket ID if needed. |
3.2 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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