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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 2021 Permalink: https://confluence.wildix.com/x/NgBuAQ |
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ART. 1 - SUBJECT OF THE CONTRACT
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17.7 How to open a ticket to to WILDIX Technical Support or Customer Care from WMP: Anchor openticket openticket
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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