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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: April May 2021 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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0. Support mission
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- Technical Support, related to all technical issues
Customer Care, related to the following issues:
- Billing (delivery document dispute, invoice, dispute, credit note request etc)
- CLASSOUND (order status, DID cancellation etc). Note: in case of any critical issues with calls, DID cancellation etc)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
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.
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You can check Wildix system status for its services here https://statuspage.wildix.com/.
NOC Engineers report on Wildix Tech Wizards Facebook groups:
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