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Oct 18, 2021 14:33

Customer Care FAQ

Below there is a list of Customer Care frequently asked questions and answers.

Created: May 2021

Permalink: https://confluence.wildix.com/x/JwUzBQ

CLASSOUND

  • How can I get DID Migration code?

      To get information about the migration code of any of your DID numbers, follow the next steps:

      Portal - Dashboard - Reports - Classound Orders.

      Reaching that point, put in your number in the field "DID" (make sure no gaps in the number), and complete your request by clicking on the duplicated number that will appear below.

      Also, the Migration code is available in your Invoice. 

  • How can I order CLASSOUND?

Instructions: CLASSOUND Activation Request

  • What are the invoice payment options?

Mostly for the US - it's in the invoice.

  • Can I get more detail about FAX and/or SMS?

FAX Server and SMS - Admin Guide

  • What X means at the end of my DID number?  

               Sign "x" represents the range of 10 numbers in sequence. For example, +498912501071X sign "x" means that the range starts from +4989125010710 to +4989125010719 including ten numbers in sequence. In the case of XX at the and of the number - one hundred numbers are in sequence. For example +49891250107XX the range starts from +4989125010700 to +4989125010799

  • Where can I see porting date of the ordered DID number?

              Using Wildix Portal - Login to the Portal - On a Dashboard window choose Reports - On a Reports window choose CLASSOUND Orders - Porting date is in the table at row Porting Date

WMP

  • How can I grant new access to the portal for an employee?
    • Login to the Portal
    • Select your company in section "Customer" 
    • Click and in pop-up window choose field Contacts
    • Click  in the right up corner.    
    • You will open the form for adding the new access data.    
    • Add new contact and send an invite 
    • Be advised the splitting on Technician, Sales manager and Accountant uses for sorting order only. It does not affect any permissions or restrictions. 


HWaaS

  • Where can I get details about HWaaS? (agreement, cancellation and return procedures, etc)

HWaaS - Hardware as a Service

  • What if my customer lost HWaaS item?

      HWaaS items are fully covered for any type of damage except the loss. In this case, the Partner will be charged at a CAPEX price for the lost item.

  • Can I delete Storage from the PBX?

      No, Storage purchase is the final one as per the warning message "Attention: after increasing the size of the volume, it will be impossible to reduce its size."

      The partner should create a new PBX without storage and terminate the old one.

  • Can I move licenses from one PBX to another?

No, Licenses can not be transferred between PBXs. To have more flexibility, please use monthly subscriptions.

  • How I can change PBX license duration (from monthly to 1y, or from 1y to 5y)?

https://confluence.wildix.com/display/DOC/PBX+Licensing+and+Activation+-+Admin+guide#PBXLicensingandActivationAdminguide-Changethetermofthelicense 

  • What is the cost of the HWaaS device if it needs to be outright purchased?

      Full CAPEX price for HWaaS is charged no matter the amount of time it has been used as HWaaS

  • Whats is the Wildix SLA?

https://confluence.wildix.com/pages/viewpage.action?pageId=23986230

  • Can I get cost estimates for the planned purchases? (Licenses, HWaaS, etc)

No, Wildix does not provide cost estimates - please use prices provided in the Portal and calculations approach below.

  • How can I estimate License costs?

To calculate license costs, please use Pricelist available at the Portal.

Here are several examples of the costs prorate:

If Partner orders a 1y license on April 2021 on the new PBX, he'll be charged for April 2021 - April 2022 period and the license will be renewed in April every year for the next full 1 year

If Partner orders a 1y license on April 2021 on the existing PBX with yearly licenses expiration in Sep 2021, for example, he'll be charged for April 2021 - Sep 2021 period for just added licenses, and then all licenses will be renewed in Sep 2021 every year for the next full 1 year

If Partner orders 5y license on April 2021 on the new PBX, he'll be charged for April 2021 - April 2025 period and the license will be renewed in April every five years for the next full 5 years

If Partner orders a 5y license on April 2021 on the existing PBX with yearly licenses expiration in Sep 2021, for example, he'll be charged for April 2021 - Sep 2021 period for just added licenses, and then all licenses will be renewed in Sep 2021 every five years for the full period

  • How can I get 5y extended warranty?

Partners should apply for the extended free 5 years warranty via this page https://www.wildix.com/warranty-activation after purchase HW.

  • Can I remove storage licenses from PBX?
    • Storage licenses cannot be removed from PBX. Storage license purchases are final. If the Partner needs to remove storage licenses from PBX, a brand new PBX needs to be recreated.
  • When does the HWaaS billing circle start?
    • For HWaaS billing, the circle starts in 14 calendar days after the shipment of orders for all types of licences.


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