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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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  1. Technical Support, related to all technical issues
  2. 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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  1. Access WMP using your credentials

  2. Go to Help Desk tab -> click Add in the upper-right corner

  3. Select the type of your request: Technical or Customer Care
  4. 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
  5. 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

  6. Click Submit 

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After you have opened a ticket, you can:

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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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