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0. Support mission

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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://manuals.wildix.com  

• New releases and system updates: https://www.wildix.com/new-releases-and-updates/

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• Wildix Platinum Business Partner

• Wildix Gold Business Partner

• Wildix Silver

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• Business Partner

Bronze Partners and Resellers must refer to their assigned Platinum or Gold Business Partner for technical support.

Wildix system end-users must refer to the System Integrator (Wildix Partner or Reseller) who installed the Wildix System.  

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• Support hours for processing new tickets are Monday through Friday 9:00 a.m. to 6:00 p.m. EST / CET

• Extended support service only for Critical issues is available 24 hours / 7 days per week

2.1 Ticket response time based on ticket class of service (CoS)

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.

2.2 Extended Support Service for Critical issues

Extended Support Service is available only for Critical issues, such as:

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

3.1 Ticketing System

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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How to open a ticket to Wildix Technical Support from WMP:

1. Access WMP using your credentials

2. Support tab -> click New Ticket in the upper-left corner

3. Select the PBX and 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   

4. Click Submit

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After you have opened a ticket, you can:

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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

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):

• USA: +16144841546

• UK: +443300563663

• Italy: +3904611715112

• Germany and DACH countries: +498920006065

• France and francophone countries: +33176747983

• Spain: +34932202994

3.3 Kite  

Use the following links to chat / call Wildix technical support teams during Support Hours only - to access the service make sure a ticket has been created:

• International: https://kite.wildix.com/ucit/64

• Italy: https://kite.wildix.com/ucit/65

• Germany and DACH countries: https://kite.wildix.com/ucit/66

• France and francophone countries: https://kite.wildix.com/ucit/67

3.4 Facebook Groups

Wildix Tech Wizards group is open for everyone and intended for:

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