{"id":8134432,"date":"2025-03-04T16:15:51","date_gmt":"2025-03-04T15:15:51","guid":{"rendered":"https:\/\/www.wildix.com\/wildix-terms-conditions\/"},"modified":"2025-07-21T14:37:36","modified_gmt":"2025-07-21T12:37:36","slug":"wildix-terms-conditions","status":"publish","type":"page","link":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/","title":{"rendered":"Wildix Terms &amp; Conditions"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"8134432\" class=\"elementor elementor-8134432 elementor-8133647\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2abf871d e-flex e-con-boxed e-con e-parent\" data-id=\"2abf871d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;jet_parallax_layout_list&quot;:[],&quot;shape_divider_bottom&quot;:&quot;waves&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M421.9,6.5c22.6-2.5,51.5,0.4,75.5,5.3c23.6,4.9,70.9,23.5,100.5,35.7c75.8,32.2,133.7,44.5,192.6,49.7\n\tc23.6,2.1,48.7,3.5,103.4-2.5c54.7-6,106.2-25.6,106.2-25.6V0H0v30.3c0,0,72,32.6,158.4,30.5c39.2-0.7,92.8-6.7,134-22.4\n\tc21.2-8.1,52.2-18.2,79.7-24.2C399.3,7.9,411.6,7.5,421.9,6.5z\"\/>\n<\/svg>\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-480d8604 e-con-full e-flex e-con e-child\" data-id=\"480d8604\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-56928907 e-flex e-con-boxed e-con e-parent\" data-id=\"56928907\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-6773cf3 e-con-full e-flex e-con e-child\" data-id=\"6773cf3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-94b6ce2 elementor-widget elementor-widget-shortcode\" data-id=\"94b6ce2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><div class=\"wildix-terms\"><p><span class=\"ap-container ap-inline\" id=\"ap-com.k15t.scroll.scroll-exporter-extensions__scroll-export-button2791306711162657359\">\n    <span class=\"ap-content ap-inline\" id=\"embedded-com.k15t.scroll.scroll-exporter-extensions__scroll-export-button2791306711162657359\" \/>\n    \n<\/span>\n<\/p><div class=\"confluence-information-macro confluence-information-macro-information\"><span class=\"aui-icon aui-icon-small aui-iconfont-info confluence-information-macro-icon\" \/><div class=\"confluence-information-macro-body\"><p><span class=\"legacy-color-text-default\">This document defines the terms, service level agreements, support eligibility and contractual responsibilities.<\/span><\/p><p><span class=\"legacy-color-text-default\">Created: April 2018<\/span><\/p><p><span class=\"legacy-color-text-default\">Updated: March 2026<\/span><\/p><p><span class=\"legacy-color-text-default\">Permalink: <\/span><a href=\"https:\/\/wildix.atlassian.net\/wiki\/x\/8QvOAQ\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/wildix.atlassian.net\/wiki\/x\/8QvOAQ<\/span><\/a><\/p><\/div><\/div><h2 id=\"WildixTermsandConditions-Introduction\">Introduction&nbsp;<\/h2><p>These Terms and Conditions (&ldquo;Agreement&rdquo;) govern the relationship between <em>Wildix <\/em>and two distinct categories of users:<\/p><ul><li><p><em>Partners<\/em> &ndash; entities authorized to resell, integrate, or manage Wildix solutions.<\/p><\/li><li><p><em>Customers<\/em> &ndash; end-users of Wildix products and services, who may engage with Wildix directly or via a Partner.<\/p><\/li><\/ul><h2 id=\"WildixTermsandConditions-Definitions\">Definitions<\/h2><ul><li><p><em>Wildix<\/em> &ndash; refers to <em>Wildix O&Uuml;<\/em>, a private limited company registered in Estonia, and any of its affiliated legal entities that provide Wildix products and services.<\/p><\/li><li><p><em>Partner<\/em> &ndash; a business entity that has entered into a commercial agreement with <em>Wildix<\/em> to promote, resell, distribute, install, support, or manage <em>Wildix<\/em> products and services for third parties. Partners are not considered Customers unless explicitly stated.<\/p><\/li><li><p><em>Customer<\/em> &ndash; the end-user (organization or individual) that utilizes Wildix products and services. Customers may access these services through a Partner or directly from Wildix.<\/p><\/li><li><p><em>User<\/em> &ndash; any individual authorized to access or use Wildix services on behalf of a Partner or a Customer.<\/p><\/li><\/ul><h2 id=\"WildixTermsandConditions-ART.1-SUBJECTOFTHECONTRACT\">ART. 1 - SUBJECT OF THE CONTRACT&nbsp;<\/h2><p><span class=\"legacy-color-text-default\">1.1 The purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.2-DURATIONOFTHECONTRACTANDRIGHTOFWITHDRAWAL\">ART. 2 - DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL<\/h2><p><span class=\"legacy-color-text-default\">2.1 The contract is effective from the date of activation of at least one service.<\/span><\/p><p><span class=\"legacy-color-text-default\">2.2 The duration of the contract is equal to the duration of the rent chosen. The contract is automatically renewed upon expiry for the same period.&nbsp;<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.3-ACCESSREQUIREMENTSFORCLASSOUNDSERVICES\">ART. 3 - ACCESS REQUIREMENTS FOR CLASSOUND SERVICES&nbsp;<\/h2><p><span class=\"legacy-color-text-default\">3.1 In order to use the CLASSOUND services from WILDIX, the CUSTOMER must have access to an Internet connection that meets the minimum technical requirements of the subscribed services, i.e. at least 60 kbps, the Minimum Guaranteed Bandwidth for each simultaneous VoIP call to and from the CLASSOUND service.<\/span><\/p><p><span class=\"legacy-color-text-default\">3.2 In order to use telephony services or services that provide for the sending of messages of any kind that include an indication of the sender (SMS\/MMS, A2P\/10DLC), the CUSTOMER must perform validation procedures. WILDIX reserves the right to: request the execution of these procedures, including for the provision of other services or for any anti-fraud checks; not activate services or to deactivate existing services if the CUSTOMER does not carry out these validation procedures. WILDIX reserves the right to suspend or deactivate services if the CUSTOMER fails to complete required validation procedures for telephony or messaging, including caller ID and campaign registration, as required by applicable law or carrier rules.<\/span><\/p><p><span class=\"legacy-color-text-default\">3.3. The SLAs for the activation and portability of DIDs in CLASSOUND are reported here:<\/span> <a href=\"https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/pages\/30283695\/CLASSOUND+Activation+Request\" data-linked-resource-id=\"30283695\" data-linked-resource-version=\"145\" data-linked-resource-type=\"page\">CLASSOUND Activation Request<\/a>.&nbsp;<\/p><h2 id=\"WildixTermsandConditions-ART.4-ACCESSCREDENTIALS\">ART. 4 - ACCESS CREDENTIALS<\/h2><p><span class=\"legacy-color-text-default\">4.1 WILDIX will provide, via the e-mail address specified by the CUSTOMER, the access credentials necessary to access WILDIX services and to keep all personal data updated (i.e. identification code, user ID and personal access key, Password).<\/span><\/p><p><span class=\"legacy-color-text-default\">4.2 The CUSTOMER is required to keep and protect the access credentials with the utmost diligence, and is directly and exclusively responsible for any damage that their improper use may cause to WILDIX or to third parties.<\/span><\/p><p><span class=\"legacy-color-text-default\">4.3 In case of loss or theft of the Password, the CUSTOMER must immediately notify WILDIX by e-mail, sending the report to the relevant authority no later than 3 days after the discovery of the loss or theft.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.5-CLASSOUNDDIDsANDVOICEANDFAXSERVICES\">ART. 5 - CLASSOUND DIDs AND VOICE AND FAX SERVICES<\/h2><p><span class=\"legacy-color-text-default\">5.1 The CUSTOMER acknowledges his right to claim the ability to port the number assigned by WILDIX to another operator according to the procedure established by the relevant laws and regulations. The conclusion of the transfer procedure does not imply the termination of the contract for the services provided by WILDIX.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.6-TELEPHONELINESASSOCIATEDWITHFAXANDVOICENUMBERS\">ART. 6 - TELEPHONE LINES ASSOCIATED WITH FAX AND VOICE NUMBERS<\/h2><p><span class=\"legacy-color-text-default\">6.1 The numbers assigned by WILDIX for fax and voice services can send and receive simultaneous calls in either direction, with a limit according to the user license.<\/span><\/p><p><span class=\"legacy-color-text-default\">6.2 In the event that the networks or telephone lines connected to the WILDIX systems experience congestion or malfunction, calling users may receive a busy signal, although WILDIX does everything possible to avoid this result. Note, that guaranteed CLASSOUND restoration time (SRT) is 4 hours.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.7-FEESANDPAYMENTMETHODS\">ART. 7 - FEES AND PAYMENT METHODS<\/h2><p><span class=\"legacy-color-text-default\">7.1 The fees for goods and services are indicated on the order forms or the invoice.<\/span><\/p><p><span class=\"legacy-color-text-default\">7.2 The invoice must be paid within the deadline and in the manner indicated. The invoice will be sent to the email address indicated by the customer in the table below.<\/span><\/p><p><span class=\"legacy-color-text-default\">7.3 WILDIX reserves the right to modify fees; however, before doing so, WILDIX must promptly inform the CUSTOMER, who may withdraw from the Contract within sixty days. In the event that the CUSTOMER exercises the right of withdrawal, it will be necessary that the same pay the amount inherent to the period of time in which the services have been rendered according to the amount previously paid with respect to the last communication.<\/span><\/p><p><span class=\"legacy-color-text-default\">7.4 WILDIX is not responsible for any taxes incurred by Partners. Partners must be compliant with local telecom service requirements with respect to laws and taxes within each jurisdiction they operate in.<\/span><\/p><p><span class=\"legacy-color-text-default\">7.5<\/span> <span class=\"legacy-color-text-default\">All purchases of WILDIX services, software licenses, and equipment are final. Charges are not refundable, and no cancellations, returns, or credits will be accepted once an order is confirmed. This policy applies to all purchases made directly from WILDIX or through authorized resellers, unless otherwise explicitly stated in writing by WILDIX or required by applicable law.<\/span><\/p><p><span class=\"legacy-color-text-default\">7.6 Messaging &amp; Telemarketing Pass-Throughs. Messaging-related surcharges, carrier or registry fees (including 10DLC registrations, messaging surcharges, and short code fees), and state registration\/bonding costs are payable by the CUSTOMER and may be invoiced as pass-throughs<\/span>.<\/p><p><span class=\"legacy-color-text-default\">7.7 Regulatory Cost Recovery. WILDIX may recover changes to government-imposed assessments (e.g., USAC, E911, state\/local telecom fees) effective as of the date such changes take effect.<\/span><\/p><p><span class=\"legacy-color-text-default\">7.8 Registration Failures. If the CUSTOMER fails to maintain required state registrations\/bonds, they remain liable for all related traffic, surcharges, and penalties.<\/span><\/p><p>7.9.  Service Activation &amp; Response Obligations<\/p><p>7.9.1 Billing start.<br \/>Charges for CLASSOUND services shall commence on the date of activation of the applicable CLASSOUND service (the &ldquo;Activation Date&rdquo;). The Activation Date is the date on which Wildix completes the technical activation or portability procedures.<\/p><p>7.9.2 Partner documentation and obligation to cooperate.<br \/>The Partner must promptly provide any documents, information or authorizations reasonably requested by Wildix or by competent telecommunications or regulatory authorities that are necessary to lawfully activate, port, supply or maintain CLASSOUND services (including, without limitation, letters of authorisation, identity or address evidence, tax or regulatory documentation). Failure to provide such documentation in the time and form requested, or failure to respond to Wildix&rsquo;s reasonable enquiries, constitutes Partner non-responsiveness.<\/p><p>7.9.3 Effect of Partner non-responsiveness.<br \/>If the Partner is non-responsive or otherwise unable to deliver required documentation, Wildix may, in its discretion and subject to applicable law and regulatory requirements, suspend, restrict or terminate the affected service(s) and\/or DIDs. Notwithstanding any suspension, restriction or termination, and except as otherwise required by applicable law or by a competent regulatory authority, the Partner remains liable for all fees and charges for the affected CLASSOUND services from the Activation Date until the earlier of: (a) the date on which Wildix receives and processes a formal written cancellation request from the Partner in accordance with these Terms; or (b) the date on which the Partner timely provides the required documentation and Wildix resumes or continues the service. All fees will be invoiced and payable in accordance with ART. 7 (Fees and Payment Methods).<\/p><p>7.9.4 Regulatory compliance.<br \/>Wildix&rsquo;s rights under this Article are without prejudice to Wildix&rsquo;s obligation to comply with applicable telecommunications, tax, data-protection and public-security laws and with directions issued by competent regulatory authorities in the jurisdictions where the service is provided, including the United States, the United Kingdom and the member states of the European Union.<\/p><h2 id=\"WildixTermsandConditions-ART.8-OBLIGATIONSOFTHECUSTOMERANDCORRECTUSEOFCLASSOUNDSERVICES\">ART. 8 - OBLIGATIONS OF THE CUSTOMER AND CORRECT USE OF CLASSOUND SERVICES<\/h2><p><span class=\"legacy-color-text-default\">8.1 The CUSTOMER may in no case use the services for illegal purposes and\/or to cause nuisance to third parties.&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">In the case of a violation of national or international laws, WILDIX may, at its discretion, immediately suspend the services, without anything being owed to CUSTOMER; in particular, the CUSTOMER will have no right to a refund, not even partial, of the subscription fee. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.1-bis Messaging Compliance. The CUSTOMER warrants that all messaging (SMS\/MMS\/A2P\/10DLC) sent via the Services complies with Article 23 and applicable laws (consent, opt-outs, quiet hours, registrations).<\/span><\/p><p><span class=\"legacy-color-text-default\">8.1-ter Proof of Consent. The CUSTOMER must provide proof of consent, opt-out logs, and do-not-call compliance records upon request. Failure to provide such proof may result in suspension or termination.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.1-quater Billing on Behalf (BoB). Where the CUSTOMER uses Billing on Behalf, they are responsible for ensuring downstream parties comply with all telecom and messaging laws. The CUSTOMER indemnifies WILDIX against liability from partner\/reseller violations.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.2 It is expressly forbidden to use WILDIX's services and systems to carry out, over telephone traffic, arbitration activities, or in general to develop telecommunications traffic by which one may obtain advantages, bonuses, credit, money or similar benefits for oneself or third parties merely by sending and\/or receiving communications of any kind, even those which are received but not replied to. It is forbidden to use WILDIX systems in any way in order to obtain advantages for oneself or for others, including but not limited to by means of telephone calls or SMSes sent to numbers such as mobile or fixed network numbers with so-called &quot;auto top-up&quot; or &quot;reward&quot; offers, or to &quot;premium&quot; or &quot;personal number&quot; or &quot;shared cost&quot; numbers in any country, which return money or credit or benefits to the holder of the number or to whoever uses it. It is forbidden to use WILDIX services to automatically generate outbound call campaigns with or without the recipient&rsquo;s response. In such cases, WILDIX may, at its discretion, immediately suspend the services and invoice the CUSTOMER for any additional costs and expenses incurred for the characteristics of the traffic developed, without anything being owed to the CUSTOMER. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.3 The CUSTOMER may not in any way transfer this contract to third parties, either free of charge or for consideration, without the prior written consent of WILDIX.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.4 The service is provided by WILDIX solely in favor of the CUSTOMER, who therefore remains solely responsible for allowing use of the service to third parties. The CUSTOMER shall inform anyone who uses the WILDIX services that the CUSTOMER is allowed to review in detail the traffic carried through the service, including all the numbers which are sending calls and all numbers receiving calls.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.5 The CUSTOMER shall use the numbering assigned to him in compliance with the regulations applicable in the country where the DIDs are assigned. WILDIX reserves the right at any time to carry out checks regarding compliance with the aforementioned rule, which may be manual or automatic, even should technical means be at its disposal. If WILDIX detects use of the numbers that does not comply with regulations, WILDIX may revoke the use of the number to the CUSTOMER and terminate the existing contract, without anything being due to him.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.6 In the event of the development of traffic deemed anomalous by WILDIX, or in the event of the triggering of automatic or manual anti-fraud systems by WILDIX that lead to suspicion of even potential fraud, or of illicit activity or contractual violation, or in the event that technicians may put the infrastructure of WILDIX or other operators at risk, WILDIX may suspend, even selectively, the services provided to the CUSTOMER without anything being owed to the same. WILDIX will reactivate the services if verifications do not confirm the suspicions. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.<\/span><\/p><p><span class=\"legacy-color-text-default\">8.7 If WILDIX detects usage of the service that does not comply with the regulatory provisions governing call center activities, it may suspend the service, even in the face of mere suspicion, and, once the abuse has been ascertained, may revoke the use of the number by the CUSTOMER and terminate the existing contract, without anything being owed to the latter.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.9-LIMITATIONOFLIABILITYANDINDEMNITY\">ART. 9 - LIMITATION OF LIABILITY AND INDEMNITY<\/h2><p><span class=\"legacy-color-text-default\">9.1 WILDIX will not be liable &mdash; neither to the CUSTOMER nor to subjects that are directly or indirectly connected to the CUSTOMER himself &mdash; for delays, malfunctions, suspensions and\/or interruptions in the provision of the Service caused by: \u200b\u200bforce majeure or unforeseeable circumstances; tampering with or interventions in services or equipment carried out by the CUSTOMER or by unauthorized third parties; failure by the CUSTOMER to comply with the conditions of access to the Service; incorrect use of the services by the CUSTOMER; malfunctions from the connecting devices; use by the CUSTOMER of incompatible tools and\/or programs (software); connectivity malfunctions dependant upon another operator.&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">9.2 WILDIX, having no control over the equipment involved, is in no way responsible for disruptions caused by switching errors on a public telephone network which involve the delivery of calls to WILDIX using an incorrect destination telephone number.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.3 WILDIX is never in any way responsible for malfunctions in CLASSOUND services that are attributable to an incorrect\/inappropriate\/incompatible configuration by the CUSTOMER, or to any part of the network not under the control of WILDIX, including malfunctions due to the infrastructures of third-party operators.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.4 WILDIX is never in any way responsible for telephone calls made by its customers. The CUSTOMER explicitly indemnifies WILDIX about any possible request for damages by third parties regarding the content of his messages or telephone calls.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.5 WILDIX is in no way responsible for any damage that may arise to the CUSTOMER or to third parties due to the assignment, pursuant to regulatory provisions, of numbers previously attributed to others.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.6 WILDIX is in no way responsible for any improper use of numbers by the CUSTOMER, who indemnifies WILDIX from any request for compensation or sanctions by the regulatory authority or third parties.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.7 In any case, WILDIX is not responsible for damages caused by breakdowns, interruptions or overloads of the electric, telephone, national and international lines that prevent the regular use of the Services.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.8 WILDIX cannot in any way be held responsible for any of its obligations under the terms of this contract if such failure is caused or derives from an event of force majeure without any limitation, including but not limited to the following examples: fire, flood, strike, cable or fiber cuts, lightning, civil unrest, governmental or military authority acts, changes in law, terrorism, force majeure, and prolonged periods of general power outage; nor can it be responsible for non-fulfillment by third parties that affect the functioning of the Services.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.9 Without prejudice to the indemnity provided for by Art. 9.4, no compensation for damages can be requested from WILDIX for direct and\/or indirect damages caused by the use or non-use of the Services.<\/span><\/p><p><span class=\"legacy-color-text-default\">9.10 The CUSTOMER relieves WILDIX from any responsibility for any attacks and\/or intrusions by third parties from the network through the equipment with which the service is provided. The CUSTOMER declares that he is aware that third parties can access systems via the Internet and can overcome the security of the systems to use them improperly and cause damage to third parties. In the event that WILDIX detects an intrusion attempt through the accesses and data it lawfully disposes of for the provision of the service, it may interrupt the service, without any obligation, until the CUSTOMER takes steps to implement the measures necessary to prevent the situation from persisting. The CUSTOMER shall hold harmless from any direct and\/or indirect damage as well as the payment of any charge, expense, indemnity or any prejudice that may be suffered by WILDIX or the employees or collaborators of the parties or other subjects who use the services or even those who are only connected or occasioned by the execution of this contract by their employees and\/or collaborators, consultants, their representatives as well as their substitutes, even on an extra-contractual basis.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.10-PROTECTIONOFPERSONALDATA\">ART. 10 - PROTECTION OF PERSONAL DATA<\/h2><p><span class=\"legacy-color-text-default\">10.1 Given that the rule for the protection of personal data applies to the processing of data relating to natural persons, WILDIX indicates that personal data of employees and collaborators of the CUSTOMER are collected for the following purposes:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">sending newsletters;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">customer reference;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">accounting purposes;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">commercial information;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">The data are stored electronically and accessed by WILDIX employees and collaborators who have been appointed for the processing for this purpose.<\/span><\/p><p><span class=\"legacy-color-text-default\">The parties, by signing this contract, mutually acknowledge and confirm that any processing of personal data that derives from the execution of this contract will be carried out solely for the purposes related to such execution.<\/span><\/p><p><span class=\"legacy-color-text-default\">WILDIX may use automated and AI-driven tools to analyze metadata (not message content, unless required by law) to detect fraud, ensure quality of service, and comply with regulatory obligations, in compliance with GDPR\/CCPA.<\/span><\/p><p><span class=\"legacy-color-text-default\">10.2 The CUSTOMER may modify and update his personal data by means of a written request to WILDIX.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.11-CONFIDENTIALITYOFTRANSITEDINFORMATIONANDMESSAGES\">ART. 11 - CONFIDENTIALITY OF TRANSITED INFORMATION AND MESSAGES&nbsp;<\/h2><p><span class=\"legacy-color-text-default\">11.1 Without prejudice to the provisions of the previous point, each party shall keep secret all information acquired in relation to the supply relationship. Each party takes every necessary precaution in order to safeguard the confidentiality and secrecy of such information and to prevent its disclosure to third parties, and will limit its communication only to employees and consultants who have an effective need to know it for the purposes referred to in this supply relationship in compliance with the need to know principle, undertaking not to disclose the information to third parties, not to make it public or accessible by any other means unless it is expressly permitted with written consent issued by the party making the disclosure or delivery of information; it being understood that each party will not be deemed in breach of the provisions of this article as a result of communications made in compliance with the provisions contained in any rule or regulation or order promulgated by public authorities having jurisdiction over it in relation to the execution of this Agreement and to the operations envisaged therein. Each party ensures that these commitments are also respected by its directors, statutory auditors, employees, promoters and consultants to whom such information has been communicated. The confidentiality obligations set forth herein will cease at the end of the first year from the date of termination of the effectiveness of this Agreement.<\/span><\/p><p><span class=\"legacy-color-text-default\">11.2 WILDIX shall not access and\/or intercept the content of the messages and\/or the telephone calls transmitted through its systems, and shall not communicate it to third parties, except in the cases provided for by law at the request of the Judicial and Police Authorities. Similarly, it complies with the law for the management of traffic data. The CUSTOMER may request the publication of his personal data from the telephone directories in accordance with the relevant legislation and regulations.<\/span><\/p><p><span class=\"legacy-color-text-default\">11.3 The CUSTOMER appoints WILDIX responsible for the processing of the identification data of the telephone communications received by the user. WILDIX will keep such data for the time requested by the CUSTOMER. WILDIX will protect such data with the organizational and logical measures required by law.<\/span><\/p><p><span class=\"legacy-color-text-default\">11.4 Communications Security. As part of the telecommunications service provided, adequate security measures are adopted to protect communications. Nevertheless, there may be situations that allow unauthorized third parties to learn the content of the same even unintentionally. In particular, unless encryption systems are adopted, the messages circulate on the networks in the clear and the networks prove to be easily attacked despite the adoption of up-to-date protection systems.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.12-CONTRACTUALMODIFICATIONS\">ART. 12 - CONTRACTUAL MODIFICATIONS<\/h2><p><span class=\"legacy-color-text-default\">12.1 WILDIX may implement modifications with immediate effect where necessary to comply with changes in law, regulator\/carrier requirements, or court orders. If such a change materially and adversely affects the CUSTOMER, they may terminate only the affected Services without penalty within 30 days. WILDIX will refund prepaid unused fees for terminated Services.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.13-EXPRESSTERMINATIONCLAUSE\">ART. 13 - EXPRESS TERMINATION CLAUSE<\/h2><p><span class=\"legacy-color-text-default\">13.1 - The violation of the following provisions involves the termination of the contract:&nbsp;<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">use of services for illegal purposes and\/or to cause a nuisance to third parties;&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">use of the services for telephony arbitrage or similar activities;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">use of numbering in a way that does not comply with legal and regulatory provisions;&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">fraud or technical problems that put the WILDIX infrastructure at risk;&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">use of services in violation of the regulations governing call center activities<\/span><\/p><\/li><\/ul><h2 id=\"WildixTermsandConditions-ART.14-SUPPORTMISSION\">ART. 14 - SUPPORT MISSION<\/h2><p><span class=\"legacy-color-text-default\">14.1 The mission of WILDIX Technical Support is to provide an excellent service to our Partners during the deployment and after the deployment of WILDIX Solutions. WILDIX Technical Support does not provide pre-sales support, which is performed by our Sales Teams, or provide information included in the documentation.<\/span><\/p><p><span class=\"legacy-color-text-default\">14.2 To support this mission, we publish the terms and conditions of delivering Technical Support services which help our Partners set the right expectations in regards of WILDIX Technical support services.<\/span><\/p><p><span class=\"legacy-color-text-default\">14.3 WILDIX Technical Support teams work closely with NOC Engineers, whose mission is:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">proactive WILDIX Systems monitoring and analysis of crash reports;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">analysis and resolution of Critical issues which arrive outside Support Hours;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">14.4 In addition to the Technical Support service, WILDIX offers a wide range of self-help resources, available for everyone, including WILDIX Partners, Resellers and End Users:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">Tech Wizards Facebook Group: <\/span><a class=\"external-link\" href=\"https:\/\/www.facebook.com\/groups\/wildixtechwizards\/\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/www.facebook.com\/groups\/wildixtechwizards\/<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Bug Reports, Beta Releases and Integrations: <\/span><a class=\"external-link\" href=\"https:\/\/www.facebook.com\/groups\/194649610873892\/\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/www.facebook.com\/groups\/194649610873892\/<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">WILDIX online Documentation:&nbsp;<\/span><a href=\"https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\"><span>https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/overview<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">New releases and system updates:&nbsp;<\/span><a class=\"external-link\" href=\"https:\/\/www.wildix.com\/new-releases-and-updates\/\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/www.wildix.com\/new-releases-and-updates\/<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">14.5 WILDIX retains the prerogative to engage in direct communication with the Partner's End Customers if the Partner does not address the presented matters in a timely manner or is unable to resolve them satisfactorily.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.15-SUPPORTELIGIBILITY\">ART. 15 - SUPPORT ELIGIBILITY<\/h2><p><span class=\"legacy-color-text-default\">15.1 WILDIX direct Technical Support service is available for the following type of Partners:<\/span><\/p><ul><li><p>WILDIX Diamond Business Partner<\/p><\/li><li><p>WILDIX Platinum Business Partner<\/p><\/li><li><p>WILDIX Gold Plus Business Partner<\/p><\/li><li><p>WILDIX Gold Business Partner<\/p><\/li><li><p>WILDIX Silver Business Partner<\/p><\/li><li><p>WILDIX Bronze Business Partner (Ticket submission is limited to: unreachable Cloud PBXs, password reset requests, and CLASSOUND-related telephony outages. For all other cases, see 15.2)<\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">15.2 Bronze Partners and Resellers must refer to their assigned Platinum or Gold Business Partner for technical support. <\/span><\/p><p><span class=\"legacy-color-text-default\">15.3 WILDIX system end-users must refer to the System Integrator (WILDIX Partner or Reseller) who installed the WILDIX System. &nbsp;<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.16-SUPPORTHOURS\">ART. 16 - SUPPORT HOURS<\/h2><p><span class=\"legacy-color-text-default\">16.1 Support hours for processing new tickets are Monday through Friday 9:00 a.m. to 6:00 p.m. EST \/ CET.<\/span><\/p><p><span class=\"legacy-color-text-default\">16.2 Extended support service only for Critical issues is available 24 hours \/ 7 days per week.<\/span><\/p><p><span class=\"legacy-color-text-default\">16.3 Ticket response time based on ticket class of service (CoS).&nbsp;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:<\/span><\/p><div class=\"table-wrap\"><table data-table-width=\"1800\" data-layout=\"default\" data-local-id=\"1e5d796c-8885-48f3-86a7-cb05d5197bc8\" class=\"confluenceTable\"><tbody><tr data-local-id=\"f178f919-813e-406c-b6f5-6578d3e57587\"><td data-highlight-colour=\"#f0f0f0\" data-local-id=\"8bbb33df-7239-4692-8417-ddbd657917ad\" class=\"confluenceTd\"><p style=\"text-align: center\"><strong><span class=\"legacy-color-text-default\">Assigned CoS<\/span><\/strong><\/p><\/td><td data-highlight-colour=\"#f0f0f0\" data-local-id=\"1bf264a1-9cff-4f9a-bcd2-d58888c195b4\" class=\"confluenceTd\"><p style=\"text-align: center\"><strong><span class=\"legacy-color-text-default\">Explanation<\/span><\/strong><\/p><\/td><td data-highlight-colour=\"#f0f0f0\" data-local-id=\"e9e1d403-7914-478a-a059-f7e067484b30\" class=\"confluenceTd\"><p style=\"text-align: center\"><strong><span class=\"legacy-color-text-default\">Ticket response goals<\/span><\/strong><\/p><\/td><\/tr><tr data-local-id=\"34816be5-2682-4c8a-92f0-56cb3c1616b0\"><td data-local-id=\"6412358a-ab7e-42ea-9b43-a19047ba68b9\" class=\"confluenceTd\"><p><span class=\"legacy-color-text-default\">Critical<\/span><\/p><\/td><td data-local-id=\"44c92bca-7cf7-4802-a7d1-7cbac1a3d1e2\" class=\"confluenceTd\"><ul><li><p><span class=\"legacy-color-text-default\">Call drops which are not caused by a operator<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Cloud system is unreachable<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Business operations severely impacted with no workaround<\/span><\/p><\/li><\/ul><\/td><td data-local-id=\"273a7122-6048-4c33-acfe-c37d6eeb419c\" class=\"confluenceTd\"><p><span class=\"legacy-color-text-default\">Within 30 minutes during Support Hours <\/span><\/p><p><span class=\"legacy-color-text-default\">NOTE: For Critical issues outside Support Hours, please use Phone.<\/span><\/p><\/td><\/tr><tr data-local-id=\"e910db38-9658-45bb-bfa2-638c6e380b15\"><td data-local-id=\"f4ace103-675c-4515-b9e8-3d935a0f440f\" class=\"confluenceTd\"><p><span class=\"legacy-color-text-default\">Standard<\/span><\/p><\/td><td data-local-id=\"471d494a-5256-49ae-9774-cb85f78d9c9c\" class=\"confluenceTd\"><ul><li><p><span class=\"legacy-color-text-default\">All other tickets<\/span><\/p><\/li><\/ul><\/td><td data-local-id=\"9d807c75-87c0-4082-b1b4-0e174a8d2e8e\" class=\"confluenceTd\"><p><span class=\"legacy-color-text-default\">Within the same working day, or on the next working day for the tickets created outside Support Hours<\/span><\/p><\/td><\/tr><\/tbody><\/table><\/div><p><span class=\"legacy-color-text-default\">16.4 Extended Support Service for Critical issues.&nbsp;Extended Support Service is available only for Critical issues, such as:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">WILDIX UC Cloud Platforms, WMP, Website not available;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Customers Business operations severely impacted with no workaround;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">16.5 Extended Support Service does NOT cover:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">reports of non critical problems;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">issues with operators (partner must check beforehand if the issue can be reproduced with another operator);<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">HW replacement or checks on faulty HW;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">checks on internet connectivity;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">standard activities covered by Support and which must be planned in advance (deployment questions, integration analysis, bugs reports);<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">16.6 Extended Support Service is provided by phone, 24 hours a day \/ 7 days a week, only in English language.<\/span><\/p><p><span class=\"legacy-color-text-default\">16.7 To interact with Extended Support Service outside Support hours, please call:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">USA: +16144841546;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">UK: +443300563663;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Italy: +39 0461 1715112;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">D\/A\/CH countries: +49 89 2000 60 65;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">France and francophone countries: +33 1 76 74 79 83;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Spain&nbsp;+34932202994;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">16.8 Once a new ticket arrives outside Support Hours, the responsible NOC engineer investigates the issue and, in case the ticket qualifies for Critical CoS, tries to resolve the ticket immediately or provide a workaround. <\/span><\/p><h2 id=\"WildixTermsandConditions-ART.17-HOWTOINTERACTWITHSUPPORT\">ART. 17 - HOW TO INTERACT WITH SUPPORT<\/h2><p><span class=\"legacy-color-text-default\">17.1 <\/span>According to the Partner Status and eligibility requirements defined in Art. 15, partners can reach Technical Support through the following channels:<\/p><ul><li><p>ticketing System via Salesforce Partner Community (accessible at <a class=\"external-link\" href=\"http:\/\/www.bewildix.com\" rel=\"nofollow\">www.bewildix.com<\/a>)<\/p><\/li><li><p>phone call<\/p><\/li><li><p>Kite service<\/p><\/li><li><p>email - only for follow up on an existing ticket<\/p><\/li><\/ul><div class=\"confluence-information-macro confluence-information-macro-warning\"><span class=\"aui-icon aui-icon-small aui-iconfont-error confluence-information-macro-icon\" \/><div class=\"confluence-information-macro-body\"><p>IMPORTANT: no new tickets can be opened via email starting from June 2018!<\/p><\/div><\/div><p><span class=\"legacy-color-text-default\">17.2 Ticketing System.&nbsp;For convenience, ticket are divided into two types:&nbsp;<\/span><span class=\"confluence-anchor-link\" id=\"WildixTermsandConditions-ticketingsystem\"><span class=\"confluence-anchor-link\" id=\"ticketingsystem\" \/><\/span><\/p><ol start=\"1\"><li><p><span class=\"legacy-color-text-default\">Technical Support, related to all technical issues;&nbsp;<\/span><\/p><\/li><\/ol><div class=\"confluence-information-macro confluence-information-macro-warning\"><span class=\"aui-icon aui-icon-small aui-iconfont-error confluence-information-macro-icon\" \/><div class=\"confluence-information-macro-body\"><p>Note: in case of any critical issues with CLASSOUND incoming\/ outgoing calls, please submit Tech support ticket or call the local support line (see the phone numbers in <a href=\"https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/pages\/30280689\/Wildix+Terms+and+Conditions#teams4wildix\" rel=\"nofollow\">17.6<\/a>)&nbsp;to have it processed with higher priority.<\/p><\/div><\/div><ol start=\"2\"><li><p><span class=\"legacy-color-text-default\">Customer Care, related to the following issues:<\/span><\/p><ol start=\"1\"><li><p><span class=\"legacy-color-text-default\">Billing (delivery document dispute, invoice, dispute, credit note request, request tax break-down for invoice\/quote (US\/CA only) etc);<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">CLASSOUND (order status, DID cancellation, general questions, set or update CNAM (US\/CA only) etc).&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">HWaaS (general question,&nbsp;PBX change, spare parts inquiry etc);<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">PBX \/ Licenses (activate\/ terminate PBX, WMS setup, licenses adjustments etc);<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Orders (orders tracking, order items amendment etc);<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Portal errors;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Promo related questions;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Company information changes (update contacts\/ address, WMP access);<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Feature request;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Note: some Customer Care operations can be extra charged, check the list in <\/span><a href=\"https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/pages\/30285354\/Customer+Care+FAQ#Paidservices\" data-linked-resource-id=\"30285354\" data-linked-resource-version=\"346\" data-linked-resource-type=\"page\"><span>Customer Care FAQ<\/span><\/a><\/p><\/li><\/ol><\/li><\/ol><p><span class=\"legacy-color-text-default\">17.3 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.<\/span><\/p><p><span class=\"legacy-color-text-default\">17.4 Customer Care can be reached via ticketing system only and all requests are accepted only in English. Submitted requests are reviewed during one business day. Resolution time depends of ticket complexity and topic.<\/span><\/p><p><span class=\"legacy-color-text-default\">17.5 How to open a ticket to WILDIX Technical Support or Customer Care from Salesforce Partner Community: <\/span><span class=\"confluence-anchor-link\" id=\"WildixTermsandConditions-openticket\"><span class=\"confluence-anchor-link\" id=\"openticket\" \/><\/span><\/p><ol start=\"1\"><li><p><span class=\"legacy-color-text-default\">Access <\/span><a class=\"external-link\" href=\"http:\/\/www.bewildix.com\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">Salesforce Partner Community<\/span><\/a><span class=\"legacy-color-text-default\">&nbsp;using your credentials<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">On the <\/span><em><span class=\"legacy-color-text-default\">Home<\/span><\/em><span class=\"legacy-color-text-default\"> page, click S<\/span><strong><span class=\"legacy-color-text-default\">ubmit a Case<\/span><\/strong><span class=\"legacy-color-text-default\">:&nbsp;<\/span><\/p><\/li><\/ol><span class=\"confluence-embedded-file-wrapper image-center-wrapper confluence-embedded-manual-size\"><img decoding=\"async\" class=\"confluence-embedded-image image-center\" alt=\"submit-case-via-sfpc.png\" width=\"592\" src=\"https:\/\/wildix.atlassian.net\/wiki\/download\/attachments\/30280689\/submit-case-via-sfpc.png?api=v2\" \/><\/span><ol start=\"3\"><li><p>Select type of your case<\/p><ul><li><p><em><span>Customer Care:<\/span><\/em><span> resolve billing issues, check invoices and ensure your account is up to date<\/span><\/p><\/li><li><p><em><span>Customer Success: e<\/span><\/em><span>scalate your issue to Customer Success Specialist team<\/span><\/p><\/li><li><p><em><span>Feature Request:<\/span><\/em><span> ask for additional features or integrations with our feature request option<\/span><\/p><\/li><li><p><em><span>HWaaS Management:<\/span><\/em><span> request to cancel, replace or upgrade HWaaS devices<\/span><\/p><\/li><li><p><em><span>Tech Support: r<\/span><\/em><span>eport technical issues and get help with all aspects of the Wildix Blue ecosystem<\/span><\/p><\/li><\/ul><\/li><li><p><span class=\"legacy-color-text-blue3\">Choose&nbsp;<\/span><em><span class=\"legacy-color-text-default\">Case Reason<\/span><\/em><span class=\"legacy-color-text-blue3\">&nbsp;(e.g. Billing \/ HWaaS \/ Orders \/ CLASSOUND, etc.), Category and Sub-category (where available)&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Search for the necessary PBX or device and select it from the list&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Fill out the&nbsp;<\/span><em><span class=\"legacy-color-text-default\">Subject<\/span><\/em><span class=\"legacy-color-text-default\">&nbsp;and&nbsp;<\/span><em><span class=\"legacy-color-text-default\">Description<\/span><\/em><span class=\"legacy-color-text-default\"> fields, entering&nbsp;all the information related to the request:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">The WMS version and&nbsp;FW versions of all the devices related to the ticket for Technical Support<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Any additional information and attachments (invoices, delivery docs, order numbers etc) for both Technical Support and Customer Care<\/span><\/p><\/li><\/ul><\/li><li><p><span class=\"legacy-color-text-default\">Once the information is provided and any files that are relevant for the case are attached (if needed), click&nbsp;<\/span><strong><span class=\"legacy-color-text-default\">Submit<\/span><\/strong><span class=\"legacy-color-text-default\">: <\/span><\/p><\/li><\/ol><span class=\"confluence-embedded-file-wrapper image-center-wrapper confluence-embedded-manual-size\"><img decoding=\"async\" class=\"confluence-embedded-image image-center\" alt=\"partner-community-submit-a-case-title-description.png\" width=\"586\" src=\"https:\/\/wildix.atlassian.net\/wiki\/download\/attachments\/30280689\/partner-community-submit-a-case-title-description.png?api=v2\" \/><\/span><p><span class=\"legacy-color-text-default\">After you have opened a ticket, you can:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">reply to your ticket by email or from Salesforce Partner Community to provide any additional information <\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">track the status of your ticket in Salesforce Partner Community<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">give feedback on a ticket<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\"><u>Please note that the following information is essential for support inquiries so that the request can be processed as soon as possible:<\/u><\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">IP address of the remote maintenance or *.wildixin.com address of the PBX<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Login credentials<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">WMS version of the PBX and optionally FW of the Wildix devices<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Exact error description and diagnostics done so far<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">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<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">To leave feedback about a ticket:<\/span><\/p><p>On the page of the case in Salesforce Partner Community, you can find the section&nbsp;<em>Please, rate our service. <\/em><span class=\"legacy-color-text-blue3\">Rate the service, leave a comment if you wish and click&nbsp;<\/span><strong>Submit<\/strong>:<\/p><span class=\"confluence-embedded-file-wrapper image-center-wrapper confluence-embedded-manual-size\"><img decoding=\"async\" class=\"confluence-embedded-image image-center\" width=\"669\" src=\"https:\/\/wildix.atlassian.net\/wiki\/download\/attachments\/30280689\/case-rate-the-service.png?api=v2\" \/><\/span><p><span class=\"legacy-color-text-default\">17.6 Phone.&nbsp;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):&nbsp;<\/span><span class=\"confluence-anchor-link\" id=\"WildixTermsandConditions-teams4wildix\"><span class=\"confluence-anchor-link\" id=\"teams4wildix\" \/><\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">USA: +16144841546;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">UK: +443300563663;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Italy: +3904611715112;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">D\/A\/CH countries: +498920006065;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">France and francophone countries: +33176747983;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Spain:&nbsp;+34932202994;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">17.7 Kite.&nbsp;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: <\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">International: <\/span><a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucit\/57\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/kite.wildix.com\/ucit\/57<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Italy: <\/span><a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucit\/65\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/kite.wildix.com\/ucit\/65<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">D\/A\/CH countries: <\/span><a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucit\/66\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/kite.wildix.com\/ucit\/66<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">France and francophone countries: <\/span><a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucit\/67\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/kite.wildix.com\/ucit\/67<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Spain: <\/span><a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucit\/54\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/kite.wildix.com\/ucit\/54<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">UK: <\/span><a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucit\/64\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/kite.wildix.com\/ucit\/64<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">US: <\/span><a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucusa\/25\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/kite.wildix.com\/ucusa\/25<\/span><\/a><span class=\"legacy-color-text-default\">;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">17.8 Facebook Groups.&nbsp;WILDIX Tech Wizards group is open for everyone and intended for: <\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">new feature requests;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">requests of additional information, documentation requests;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">doubts, Ideas, sharing of experience, installations photos;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">WILDIX Beta releases is reserved to Wildix Partners and is intended for:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">bug reports;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">questions about beta releases;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">questions about integrations;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">17.9 Please do not use Facebook groups to report a Critical issue (such as cloud system is unreachable, call drops which are not caused by the operator, business operations severely impacted without workaround). Use phone or Ticketing system instead. &nbsp;<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.18-PROACTIVESYSTEMMONITORINGANDCRASHREPORTS\">ART. 18 - PROACTIVE SYSTEM MONITORING AND CRASH REPORTS<\/h2><p><span class=\"legacy-color-text-default\">18.1 WILDIX NOC Engineers perform continuous system monitoring 24\/7, investigate crash reports, and intervene in case a problem with any client PBX has been revealed by the monitoring system. <\/span><\/p><p><span class=\"legacy-color-text-default\">18.2 In case a problem has been revealed, the following actions are undertaken:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">identify the CoS of the issue; issues which have been identified as Critical are immediately taken into analysis, even if revealed outside Support Hours;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">find all the information related to the PBX, including Serial, Country, Partner, information about the issue;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">partner is contacted by creating a ticket or by phone;<\/span><\/p><\/li><\/ul><h2 id=\"WildixTermsandConditions-ART.19-SYSTEMMAINTENANCEANDGLOBALPROBLEMS\">ART. 19 -&nbsp;SYSTEM MAINTENANCE AND GLOBAL PROBLEMS<\/h2><p><span class=\"legacy-color-text-default\">19.1 You can check WILDIX system status for its services here&nbsp;<\/span><a class=\"external-link\" href=\"https:\/\/statuspage.wildix.com\/\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/statuspage.wildix.com\/<\/span><\/a><span class=\"legacy-color-text-default\">.<\/span><\/p><p><span class=\"legacy-color-text-default\">19.2 NOC Engineers report on WILDIX Tech Wizards Facebook groups:<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">planned system maintenances;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">global problems with WILDIX services;<\/span><\/p><\/li><\/ul><h2 id=\"WildixTermsandConditions-ART.20-SERVICEAVAILABILITY\">ART. 20 - SERVICE AVAILABILITY<\/h2><p><span class=\"legacy-color-text-default\">20.1 The availability commitment for the WILDIX services is 99.99%, disregarding any scheduled periods of unavailability for preventive maintenance notified in advance.<\/span><\/p><p><span class=\"legacy-color-text-default\">20.2 The availability of the WILDIX services is calculated daily and it&rsquo;s available here: <\/span><a class=\"external-link\" href=\"https:\/\/statuspage.wildix.com\/\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">https:\/\/statuspage.wildix.com\/<\/span><\/a><span class=\"legacy-color-text-default\">. It measures whether the technical interfaces are operational and not user perceptions.<\/span><\/p><p><span class=\"legacy-color-text-default\">20.3 If WILDIX breaches the availability commitment set out above, through its sole fault, the amount payable for the SaaS will be reduced in accordance with the following principles (the reduction will be applied to the next invoice issued by WILDIX):<\/span><\/p><div class=\"table-wrap\"><table data-table-width=\"880\" data-layout=\"center\" data-local-id=\"f8b780ad-5836-4f13-80e8-11f7955c9504\" class=\"confluenceTable\"><tbody><tr data-local-id=\"c1f56519-0a91-473a-b292-02a86f553d77\"><td data-highlight-colour=\"#f0f0f0\" data-local-id=\"567cf7d2-8e8c-4d48-992c-edc76088441e\" class=\"confluenceTd\"><p style=\"text-align: center\"><strong><span class=\"legacy-color-text-default\">Service availability rate (calculated monthly)<\/span><\/strong><\/p><\/td><td data-highlight-colour=\"#f0f0f0\" data-local-id=\"0c80eedb-7181-482f-b2e8-76afab72ddf6\" class=\"confluenceTd\"><p style=\"text-align: center\"><strong><span class=\"legacy-color-text-default\">Effective payment\/Amount of the user licence<\/span><\/strong><\/p><\/td><\/tr><tr data-local-id=\"b19cba7b-a943-448e-8bbc-006249c2b0eb\"><td data-local-id=\"fb914b46-bed8-4be9-81cc-04d774eb06f8\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\"> 99% or higher<\/span><\/p><\/td><td data-local-id=\"af3b582b-5b59-468a-8358-296b707e4869\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\"> 100%<\/span><\/p><\/td><\/tr><tr data-local-id=\"d7af5f9c-cdce-45fc-974c-13ba8252e49b\"><td data-local-id=\"92659384-ae16-4de6-b39d-71436fb60160\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\"> between 90% and 99%<\/span><\/p><\/td><td data-local-id=\"5bb9f494-41c8-4077-a071-0433a142de76\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\"> 90%<\/span><\/p><\/td><\/tr><tr data-local-id=\"d365e99d-bb52-455f-a5dc-723c32436a45\"><td data-local-id=\"8f7bd068-0172-4f57-acb5-c34bf960395c\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\"> between 80% and 90%<\/span><\/p><\/td><td data-local-id=\"6d3c297f-21c4-46dd-8929-28dca9c36b3f\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\"> 70%<\/span><\/p><\/td><\/tr><tr data-local-id=\"e59c3d96-e7d3-4d4f-ae96-9d6a4adf8a1f\"><td data-local-id=\"685b4694-1d66-47ce-8cef-4621f963e015\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\">between 70% and 80%<\/span><\/p><\/td><td data-local-id=\"36126779-f08e-4d63-938d-57c9ef9b9055\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\"> 50%<\/span><\/p><\/td><\/tr><tr data-local-id=\"8901eb29-f8b3-4afe-80cd-2418491f5af6\"><td data-local-id=\"753a8689-0000-47d4-93f0-02ffc51b69db\" class=\"confluenceTd\"><p style=\"text-align: center\"><span class=\"legacy-color-text-default\">lower than 70%<\/span><\/p><\/td><td data-local-id=\"7fe274ba-43c3-416b-bbc9-bc7cf8243d51\" class=\"confluenceTd\"><p style=\"text-align: center\"> 0%<\/p><\/td><\/tr><\/tbody><\/table><\/div><h2 id=\"WildixTermsandConditions-ART.21-HWaaSAGREEMENT\"><span class=\"legacy-color-text-default\">ART. 21 - HWaaS AGREEMENT&nbsp;<\/span><\/h2><div class=\"confluence-information-macro confluence-information-macro-note\"><span class=\"aui-icon aui-icon-small aui-iconfont-warning confluence-information-macro-icon\" \/><div class=\"confluence-information-macro-body\"><p>Download the Agreement:&nbsp;<a class=\"external-link\" href=\"https:\/\/drive.google.com\/drive\/u\/1\/folders\/1a_bTcHIZrxz-ERSkW5vupAma6TA92F4_\" rel=\"nofollow\">https:\/\/drive.google.com\/drive\/u\/1\/folders\/1a_bTcHIZrxz-ERSkW5vupAma6TA92F4_<\/a><\/p><\/div><\/div><p><strong><span class=\"legacy-color-text-default\">WILDIX Unified Communications As A Service AGREEMENT<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">The use of SW and HW as a Service is a pillar of the future economy. End customers can enjoy a top-level experience in Unified Communications without owning assets while utilizing <\/span><strong><span class=\"legacy-color-text-default\">completely risk-free and always-updated business communications services.<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">Why are companies like yours are moving away from buying products to using products As A Service?<\/span><\/p><p><span class=\"legacy-color-text-default\">ROI and flexibility are factors, for sure, but everyone is missing the main point that is moving everything in this direction.<\/span><\/p><p><span class=\"legacy-color-text-default\">Theodore Levitt (1925-2006) was an American economist and a professor at Harvard Business School, and he is famous for this quote:&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">&ldquo;<\/span><\/strong><em><strong><span class=\"legacy-color-text-default\">People don't want to buy a quarter-inch drill, they want a quarter-inch hole.&rdquo;<\/span><\/strong><\/em><\/p><p><span class=\"legacy-color-text-default\">Levitt said this in the &lsquo;60s, and it took 50 years for us to really understand it. There is one obvious fact about this quote and one not-so-obvious consequence:<\/span><\/p><ol start=\"1\"><li><p><span class=\"legacy-color-text-default\">The customer is buying a hole&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">The vendor is not selling a hole &mdash; for 50 years they kept selling a drill<\/span><\/p><\/li><\/ol><p><span class=\"legacy-color-text-default\">With the <\/span><strong><span class=\"legacy-color-text-default\">service economy<\/span><\/strong><span class=\"legacy-color-text-default\">, what you are buying (the hole) is what the vendor is selling (the hole, not the drill).&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">For the first time, you have a<\/span><strong><span class=\"legacy-color-text-default\"> real alignment <\/span><\/strong><span class=\"legacy-color-text-default\">between yourself and your provider. Your interest in the communications system is that it allows you to increase revenue and\/or decrease costs. Every month you can evaluate its effectiveness, so it becomes in our primary interest that you renew the service every month.&nbsp;&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">&nbsp;Why should you use WILDIX UCC Hardware as a Service?<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">That&rsquo;s easy:&nbsp;<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">You can use it in an unlimited capacity at a fixed price<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">You will get the newest equipment with no additional costs<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Wildix quality assurance covers broken products<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Wildix quality assurance covers you with a fire &amp; theft policy<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">You have no responsibilities other than to use the equipment in the right environment<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">You can enjoy this cutting-edge technology in the most convenient way possible&nbsp;<\/span><\/p><\/li><\/ul><p><strong><span class=\"legacy-color-text-default\">Join the Hardware as a Service program and focus only on your business results; we will be at your side to ensure you reach them.<\/span><\/strong><\/p><p><strong><span class=\"legacy-color-text-default\">WILDIX HARDWARE AS A SERVICE AGREEMENT<\/span><\/strong><\/p><p><strong><span class=\"legacy-color-text-default\">THIS HARDWARE AS A SERVICE AGREEMENT (this &quot;Agreement&quot;) dated on ________ day of ________________, ________<\/span><\/strong><br \/><br \/><strong><span class=\"legacy-color-text-default\">BETWEEN:<\/span><\/strong><span class=\"legacy-color-text-default\"> &nbsp;<\/span><\/p><div class=\"table-wrap\"><table data-table-width=\"1800\" data-layout=\"default\" data-local-id=\"4b2cd452-ca66-419c-9e80-eedaefa62ce6\" class=\"confluenceTable\"><tbody><tr data-local-id=\"18db1272-485c-459f-ab0d-80b30db54bf9\"><td data-local-id=\"c0372a34-aeb8-4dbb-9df4-fc24bc1e8701\" class=\"confluenceTd\"><p><strong><span class=\"legacy-color-text-default\"><u>WILDIX PARTNER name &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; <\/u>&nbsp;of <u>WILDIX PARTNER ADDRESS<\/u><\/span><\/strong><br \/><span class=\"legacy-color-text-default\">(the &quot;Lessor&quot;)&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">OF THE FIRST PART&nbsp;<\/span><\/p><\/td><\/tr><tr data-local-id=\"08522d43-2a30-4d3a-8daa-19b480616319\"><td data-local-id=\"43ad3ae7-e59c-4bf9-b9ba-9db770dba549\" class=\"confluenceTd\"><p><strong><span class=\"legacy-color-text-default\">- AND -<\/span><\/strong><\/p><\/td><\/tr><tr data-local-id=\"d9b067eb-7a34-4de1-936a-8f4154eae500\"><td data-local-id=\"88c50f2e-ede0-4968-9597-09e511efd62e\" class=\"confluenceTd\"><p><strong><span class=\"legacy-color-text-default\"><u>CUSTOMER name &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/u> &nbsp;of <u>CUSTOMER ADDRESS<\/u><\/span><\/strong><br \/><span class=\"legacy-color-text-default\">(the &quot;Lessee&quot;)&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">OF THE SECOND PART&nbsp;<\/span><\/p><\/td><\/tr><tr data-local-id=\"6c515e3d-cbb2-4f19-b0d1-40cdb5b8224a\"><td data-local-id=\"c6ef1a12-9f24-4faf-9280-2b4727fa0e93\" class=\"confluenceTd\"><p><span class=\"legacy-color-text-default\">(the Lessor and Lessee are collectively the &quot;Parties&quot;)&nbsp;<\/span><\/p><\/td><\/tr><\/tbody><\/table><\/div><p><strong><span class=\"legacy-color-text-default\">IN CONSIDERATION OF<\/span><\/strong><span class=\"legacy-color-text-default\"> the mutual covenants and promises in this Agreement, the receipt and sufficiency of which consideration is hereby acknowledged, the Lessor leases the Equipment to the Lessee, and the Lessee leases the Equipment from the Lessor on the following terms:&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">List of Annexes&nbsp;<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.1 Annex A includes the list of devices covered by this HWaaS agreement. It includes the product&rsquo;s model, description, and serial number.&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Definitions<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.2 The following definitions are used but not otherwise defined in this Agreement:&nbsp;<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">&quot;Equipment&quot; means Wildix Telecommunication devices which are listed in Annex A.<\/span><\/p><\/li><\/ul><p><strong><span class=\"legacy-color-text-default\">Lease<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.3 The Lessor agrees to lease the Equipment to the Lessee, and the Lessee agrees to lease the Equipment from the Lessor in accordance with the terms set out in this Agreement.&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">21.4 The ownership of the equipment is not transferred to the Lessee under any circumstance. The owner of the equipment is and will be Wildix EE OU &mdash; registered in Tallinn Estonia when the Lessee office is based in Europe and Wildix Limited &mdash; registered in Coventry, West Midlands when the Lessee office is based in the United Kingdom.&nbsp;<\/span><\/p><p><strong>Term<\/strong><\/p><p><span class=\"legacy-color-text-default\">21.5 The Agreement commences on _______________________ and will continue indefinitely on a month-to-month \/ year-to-year basis or on the basis of a 5-year agreement (the &quot;Term&quot;).<\/span><\/p><p><span class=\"legacy-color-text-default\">21.6 The quantity and kind of equipment can be changed at any time upon request of the Lessee. Quantity can not be reduced for 6 months within the delivery to the Lessee. Equipment can not be exchanged with a different model for 6 months within the delivery to the Lessee.&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Price of the service<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.7 The recurring fee, exclusive of sales tax or VAT, will be paid in installments each month\/year, in advance, beginning on (start date)_________________ and will be paid on the 1st day of each succeeding month \/ on the (day and month) ________ of each succeeding year throughout the Term (the &quot;recurrent fee&quot;).&nbsp; The invoicing for the new product will start 14 days after the order (the period of time calculated for receiving the new product and deploy it).&nbsp;&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Delivery of Equipment<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.8 The Lessor will, at the Lessor's own expense and risk, deliver\/pick up the Equipment to the Lessee at (Lessee address or addresses) __________________________________________________.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Use of Equipment<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.9 The Lessee will use the Equipment in a good and careful manner and will comply with all of the manufacturer's requirements and recommendations respecting the Equipment and with any applicable law, whether local, state or federal respecting the use of the Equipment, including, but not limited to, environmental and copyright law.<\/span><\/p><p><span class=\"legacy-color-text-default\">21.10 The Lessee will use the Equipment for the purpose for which it was designed and not for any other purpose.<\/span><\/p><p><span class=\"legacy-color-text-default\">21.11 Unless the Lessee obtains the prior written consent of the Lessor, the Lessee will not alter, modify or attach anything to the Equipment unless the alteration, modification, or attachment is easily removable without damaging the functional capabilities or economic value of the Equipment.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Repair and Maintenance of Equipment<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.12 The Lessor will propose an Equipment replacement any time there is a new model with significant improvements for the Lessee and at no cost for the Lessee.&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">21.13 The Lessee will keep the Equipment in good repair, appearance, and condition, normal and reasonable wear and tear excepted.<\/span><\/p><p><span class=\"legacy-color-text-default\">21.14 The Lessee can ask the Equipment to be replaced with new ones at any time if the wear status makes its appearance not good enough for the intended use.&nbsp;&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Warranties<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.15 The Equipment will be in good working order and good condition upon delivery.<\/span><\/p><p><span class=\"legacy-color-text-default\">21.16 The Equipment is of merchantable quality and is fit for the purpose of VoIP PBX and Unified Communication &amp; Collaboration.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Loss and Damage<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.17 The products will be replaced in any situation for free, including product defects, accidental damages, voluntarily damages inflicted by the operating personnel, and fire events,&nbsp; so long as it&rsquo;s possible to identify the product and the label with the serial number. In case of theft, fire, or other events that make it impossible to read the original Equipment label information, the same is replaced by the report to the police authority that includes the events that occurred in the destruction or theft of the equipment and the serial numbers. The new product will be shipped within one working day, the defective product will be picked up by the Lessor, transport expenses will be invoiced to the Lessee at cost.&nbsp;<\/span><\/p><p><span class=\"legacy-color-text-default\">21.18 The Lessee is NOT responsible for:&nbsp;<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">Any damage to the Equipment, including that which is inflicted voluntarily or through negligence by operating personnel.&nbsp;<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Loss of the Equipment as a consequence of theft or fire, resulting in a complete loss of the Equipment and its label. (To get a replacement product, a copy of the report including product model and serial number filed to the police must be provided.)&nbsp;&nbsp;<\/span><\/p><\/li><\/ul><p><span class=\"legacy-color-text-default\">21.19 The Lessee is responsible for:&nbsp;<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">The complete loss of the Equipment that is not the consequence of fire or theft.<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Damage to the products caused by use in an environment they are not designed for. For example, the use of W-AIR Basic and W-AIR Office handsets is different from the use of the W-AIR LifeSaver in production environments with regard to the risk of water spills, dust, and falls.&nbsp;<\/span><\/p><\/li><\/ul><p><strong><span class=\"legacy-color-text-default\">Ownership, Right to Lease and Quiet Enjoyment<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.20 The Equipment is the property of WILDIX and will remain the property of WILDIX.<\/span><\/p><p><span class=\"legacy-color-text-default\">21.21 The Lessee will not encumber the Equipment or allow the Equipment to be encumbered or pledge the Equipment as security in any manner.<\/span><\/p><p><span class=\"legacy-color-text-default\">21.22 The Lessor warrants to have the right to lease the Equipment according to the terms in this Agreement.<\/span><\/p><p><span class=\"legacy-color-text-default\">21.23 The Lessor warrants that as long as no Event of Default has occurred, the Lessor will not disturb the Lessee's quiet and peaceful possession of the Equipment or the Lessee's unrestricted use of the Equipment for the purpose for which the Equipment was designed.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Surrender<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.24 At the end of the Term or upon earlier termination of this Agreement, the Lessee will make the Equipment available for pick up at the address as indicated at &ldquo;Delivery of Equipment&rdquo;. If the Lessee fails to make the Equipment available for pick up, the Lessee will pay to the Lessor any unpaid service fee for the Term plus the Casualty Value of the Equipment plus 10% of the Casualty Value, at which point ownership of the Equipment will pass to the Lessee.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Insurance<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.25 The insurance coverage is provided by the Lessor. The only event that is not covered is the complete loss of the Equipment. <\/span><br \/><span class=\"legacy-color-text-default\">If the Lessee has other insurance coverages that cover the same equipment, the Lessee insurance will be used prior to the Lessor insurance.&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Indemnity<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.26 The Lessee will indemnify and hold harmless the Lessor against any and all claims, actions, suits, proceedings, costs, expenses, damages, and liabilities, including attorney's fees and costs, arising out of or related to the Lessee's use of the Equipment.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Default<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.27 The occurrence of any one or more of the following events will constitute an event of default (&quot;Event of Default&quot;) under this Agreement:&nbsp;<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">The Lessee fails to pay any amount provided for in this Agreement when such amount is due or otherwise breaches the Lessee's obligations under this Agreement.<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">The Lessee becomes insolvent or makes an assignment of rights or property for the benefit of creditors or files for or has bankruptcy proceedings instituted against it under the Federal bankruptcy law of the United States or another competent jurisdiction.<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">A writ of attachment or execution is levied on the Equipment and is not released or satisfied within 10 days.<\/span><\/p><\/li><\/ul><p><strong><span class=\"legacy-color-text-default\">Remedies<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.28 On the occurrence of an Event of Default, the Lessor will be entitled to pursue any one or more of the following remedies (the &quot;Remedies&quot;):&nbsp;<\/span><\/p><ul><li><p><span class=\"legacy-color-text-default\">Take possession of the Equipment, without demand or notice, wherever the same may be located, without any court order or other process of law. The Lessee waives any and all damage occasioned by such taking of possession.<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Terminate this Agreement immediately upon written notice to the Lessee.<\/span><\/p><\/li><li><p><span class=\"legacy-color-text-default\">Pursue any other remedy available in law or equity.<\/span><\/p><\/li><\/ul><p><strong><span class=\"legacy-color-text-default\">Entire Agreement<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.29 This Agreement will constitute the entire agreement between the Parties. Any prior understanding or representation of any kind preceding the date of this Agreement will not be binding on either Party except to the extent incorporated in this Agreement.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Address for Notice<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.30 Service of all notices under this Agreement will be delivered personally or sent by registered mail or courier to the parties registered addresses.&nbsp;<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Interest<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.31 Interest payable on any overdue amounts under this Agreement will be at a rate of 10.00 percent per annum or at the maximum rate allowed under applicable legislation, whichever is lower.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Interpretation<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.32 Headings are inserted for the convenience of the Parties only and are not to be considered when interpreting this Agreement. Words in the singular mean and include the plural and vice versa. Words in the masculine mean and include the feminine and vice versa.<\/span><\/p><p><strong>Governing Law<\/strong><\/p><p><span class=\"legacy-color-text-default\">21.33 It is the intention of the Parties to this Agreement that this Agreement and the performance under this Agreement, and all suits and special proceedings under this Agreement, be construed in accordance with and governed, to the exclusion of the law of any other forum, by the laws of the State of (Country of the Lessee)____________________________, without regard to the jurisdiction in which any action or special proceeding may be instituted.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Severability<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.34 In the event that any of the provisions of this Agreement are held to be invalid or unenforceable in whole or in part, those provisions to the extent enforceable and all other provisions will nevertheless continue to be valid and enforceable as though the invalid or unenforceable parts had not been included in this Agreement and the remaining provisions had been executed by both Parties subsequent to the expungement of the invalid provision.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">General Terms<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.35 Neither Party will be liable in damages or have the right to terminate this Agreement for any delay or default in performance if such delay or default is caused by conditions beyond its control including, but not limited to Acts of God, Government restrictions, wars, insurrections, natural disasters, such as earthquakes, hurricanes or floods and\/or any other cause beyond the reasonable control of the Party whose performance is affected.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">Notice to Lessee<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">21.36<\/span><strong><span class=\"legacy-color-text-default\"> NOTICE TO THE LESSEE: <\/span><\/strong><span class=\"legacy-color-text-default\">This is a lease. You are not buying the Equipment. Do not sign this Agreement before you read it. You are entitled to a completed copy of this Agreement when you sign it.<\/span><\/p><p><span class=\"legacy-color-text-default\">&nbsp; <\/span><strong><span class=\"legacy-color-text-default\">IN WITNESS WHEREOF<\/span><\/strong><span class=\"legacy-color-text-default\"> WILDIX PARTNER and CUSTOMER have affixed their signatures by a duly authorized officer under seal on this ________ day of ________________, ________ &nbsp;<\/span><\/p><div class=\"table-wrap\"><table data-table-width=\"1800\" data-layout=\"default\" data-local-id=\"fde39167-b92c-4c76-971b-e6b0967692b3\" class=\"confluenceTable\"><colgroup><col style=\"width: 805.0px\" \/><col style=\"width: 994.0px\" \/><\/colgroup><tbody><tr data-local-id=\"051727bd-d832-4fc2-8de2-c0a96e44162b\"><td data-local-id=\"c7c38ccb-0d73-4689-ada6-02d8696750c9\" class=\"confluenceTd\"><p><br \/><span class=\"legacy-color-text-default\">______________________________<\/span><br \/><span class=\"legacy-color-text-default\">(Witness)&nbsp;<\/span><\/p><\/td><td data-local-id=\"ddc19ea4-2d87-4b95-ad3f-588b1bd096b5\" class=\"confluenceTd\"><p><br \/><span class=\"legacy-color-text-default\">WILDIX PARTNER<\/span><br \/><br \/><span class=\"legacy-color-text-default\">Per: ____________________ (c\/s)&nbsp;<\/span><\/p><\/td><\/tr><tr data-local-id=\"1092e6d1-9c8b-4a21-a3e0-6347680042b3\"><td data-local-id=\"9fee96e3-4b81-4eec-a78c-50340f32a48a\" class=\"confluenceTd\"><p><br \/><span class=\"legacy-color-text-default\">______________________________<\/span><br \/><span class=\"legacy-color-text-default\">(Witness)&nbsp;<\/span><\/p><\/td><td data-local-id=\"7f0bc49e-5734-45c9-9663-b591c7574297\" class=\"confluenceTd\"><p><br \/>CUSTOMER<br \/><br \/><span class=\"legacy-color-text-default\">Per: ____________________ (c\/s)<\/span>&nbsp;<\/p><\/td><\/tr><\/tbody><\/table><\/div><h2 id=\"WildixTermsandConditions-ART.22-CAPEXAGREEMENT\"><span class=\"legacy-color-text-default\">ART. 22 - CAPEX AGREEMENT&nbsp;<\/span><\/h2><p><strong><span class=\"legacy-color-text-default\">22.1 <\/span>Subject of the Agreement<\/strong><\/p><p><span class=\"legacy-color-text-default\">This Article governs the terms and conditions under which WILDIX sells hardware devices (&ldquo;CAPEX Devices&rdquo;) on a capital expenditure basis to the Customer, either directly or through an authorized Partner.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.2 Nature of Purchase<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">All CAPEX Device purchases are final. Once an order is confirmed, no cancellations, returns, or refunds are permitted, except where required by applicable law.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.3 Warranty Coverage<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">a) CAPEX Devices purchased after 1 July 2022 include a standard one (1) year warranty, covering defects in materials and workmanship under normal use.<\/span><\/p><p><span class=\"legacy-color-text-default\">b) For CAPEX Devices purchased with an extended five (5) year warranty agreement (before July 01 2022), coverage is valid for five (5) years from the date of purchase. A copy of the signed warranty contract must be provided when submitting an RMA for devices over one (1) year old.<\/span><\/p><p><span class=\"legacy-color-text-default\">c) CAPEX Devices purchased more than five (5) years prior to the RMA request are not eligible for warranty service or RMA.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.4 Exclusions from Warranty<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">The warranty does not cover:<\/span><\/p><p><span class=\"legacy-color-text-default\">i. Damage caused by misuse, neglect, accidents, unauthorized modifications, or operation in unsuitable environments;<\/span><\/p><p><span class=\"legacy-color-text-default\">ii. Normal wear and tear;<\/span><\/p><p><span class=\"legacy-color-text-default\">iii. Loss or theft of the equipment.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.5 RMA Procedure for CAPEX Devices<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">a) To request warranty service, the Customer or Partner must initiate an RMA via the Salesforce Partner Community, selecting the &ldquo;RMA CAPEX&rdquo; option and providing all required details, including the fault description, proof of purchase, and (if applicable) the signed five (5) year warranty agreement.<\/span><\/p><p><span class=\"legacy-color-text-default\">b) In the United States, after creating the RMA, the Partner must send an email to <\/span><a class=\"external-link\" href=\"mailto:logistics@wildix.com\" rel=\"nofollow\"><span class=\"legacy-color-text-default\">logistics@wildix.com<\/span><\/a><span class=\"legacy-color-text-default\"> with the RMA number, weight, and dimensions of the return shipment to receive a return label.<\/span><\/p><p><span class=\"legacy-color-text-default\">c) Replacement devices will be shipped upon receipt and verification of the defective unit. If no replacement is available, WILDIX may provide an equivalent refurbished device or issue a credit note.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.6 Conversion to HWaaS<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">Operational CAPEX Devices may be converted to Hardware-as-a-Service (HWaaS) at any time without charge via the WILDIX Portal. The HWaaS model provides additional flexibility for exchange, return, or upgrade. Non-operational devices cannot be converted.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.7 Customer Obligations<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">The Customer must:<\/span><\/p><p><span class=\"legacy-color-text-default\">i. Install, operate, and maintain CAPEX Devices in accordance with WILDIX&rsquo;s specifications;<\/span><\/p><p><span class=\"legacy-color-text-default\">ii. Retain proof of purchase for warranty purposes;<\/span><\/p><p><span class=\"legacy-color-text-default\">iii. Submit RMA requests promptly upon identifying a defect;<\/span><\/p><p><span class=\"legacy-color-text-default\">iv. Provide complete and accurate information to enable timely processing of warranty claims.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.8 Limitation of Liability<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">WILDIX's liability for CAPEX Devices is strictly limited to repair, replacement, or issuance of a credit note in accordance with these Terms. WILDIX shall not be liable for indirect, incidental, or consequential damages, including but not limited to loss of business, revenue, or data.<\/span><\/p><p><strong><span class=\"legacy-color-text-default\">22.9 Governing Law<\/span><\/strong><\/p><p><span class=\"legacy-color-text-default\">This CAPEX Agreement shall be governed by and construed in accordance with the laws applicable under Art. 21.33 of this Agreement, unless otherwise specified in the applicable Partner or Customer contract.<\/span><\/p><h2 id=\"WildixTermsandConditions-ART.23-MESSAGINGANDTELEMARKETINGCOMPLIANCE\">ART. 23 - MESSAGING AND TELEMARKETING COMPLIANCE<\/h2><p><strong>23.1 Scope and Applicability<\/strong><\/p><p>This Article applies to any use of messaging services provided by WILDIX, including but not limited to SMS, MMS, Application-to-Person (A2P) messaging, 10DLC campaigns, short codes, and any other text or multimedia messaging functionality made available through the Services. It governs both direct use by the CUSTOMER and indirect use through any Partner, reseller, contractor, or other third party acting on behalf of the CUSTOMER.<\/p><p><strong>23.2 Compliance with Law<\/strong><\/p><p>The CUSTOMER shall at all times comply with all applicable laws and regulations relating to telemarketing and messaging, including, without limitation, the U.S. Telephone Consumer Protection Act (TCPA), Federal Communications Commission (FCC) rules and orders, state telemarketing laws (including so-called &ldquo;mini-TCPA&rdquo; statutes such as Texas Business &amp; Commerce Code Chapter 302 as amended by SB 140), do-not-call registry requirements, and any similar regulations in other jurisdictions. WILDIX may update this Article from time to time under Article 12 in order to reflect changes in applicable law or regulatory requirements.<\/p><p><strong>23.3 Consent Standards<\/strong><\/p><p>The CUSTOMER shall obtain and maintain valid, prior express written consent from each recipient where required by law before sending any marketing or promotional messages. Such consent must be clear, unambiguous, and not a condition of purchase. The CUSTOMER must retain verifiable records of consent and related opt-out requests for no less than four (4) years or for the period required by applicable law.<\/p><p><strong>23.4<\/strong> <strong>Opt-Out Mechanism<\/strong><\/p><p>Every marketing or promotional message sent by the CUSTOMER shall contain a clear and functional opt-out mechanism (for example, &ldquo;Reply STOP to opt out&rdquo;). All opt-out requests must be honored immediately, or within the legally mandated timeframe, and the CUSTOMER must maintain and actively use suppression lists to prevent further contact with opted-out recipients.<\/p><p><strong>23.5<\/strong> <strong>Quiet Hours<\/strong><\/p><p>The CUSTOMER shall not send marketing or promotional messages outside the hours of 9:00 a.m. to 9:00 p.m. local time of the recipient, or such other hours as may be specified under applicable state or federal law (including Texas Business &amp; Commerce Code Chapter 302).<\/p><p><strong>23.6<\/strong> <strong>Identity and Registration<\/strong><\/p><p>The CUSTOMER must not misrepresent or spoof sender identification. Where required, the CUSTOMER shall complete all carrier and regulatory registrations, including but not limited to 10DLC brand and campaign registration, short code approvals, and state telemarketer registrations and bonding requirements (such as Texas Secretary of State Form 3401 and security bond obligations).<\/p><p><strong>23.7<\/strong> <strong>Prohibited Uses<\/strong><\/p><p>The CUSTOMER shall not:<\/p><p>a) send unsolicited or deceptive messages;<\/p><p>b) engage in harvesting or randomly generating numbers;<\/p><p>c) use automated messaging systems where prohibited;<\/p><p>d) engage in traffic pumping, arbitrage, or similar abusive practices; or<\/p><p>e) ignore or bypass do-not-call rules, opt-outs, or suppression lists.<\/p><p>WILDIX may suspend or terminate Services immediately upon reasonable suspicion of such activities.<\/p><p><strong>23.8<\/strong> <strong>Recordkeeping and Audit<\/strong><\/p><p>The CUSTOMER must maintain complete and accurate records of all required consents, opt-outs, campaign registrations, and message logs. WILDIX reserves the right, upon reasonable notice, to request such records to verify compliance. Failure to provide satisfactory evidence may result in suspension or termination of the Services.<\/p><p><strong>23.9<\/strong> <strong>Fees and Pass-Throughs<\/strong><\/p><p>The CUSTOMER is responsible for all fees and charges associated with messaging services, including carrier surcharges, registry or campaign fees, short code fees, and any state registration or bonding costs. WILDIX may invoice such amounts as pass-through charges, and the CUSTOMER agrees to pay them in full.<\/p><p><strong>23.10<\/strong> <strong>Indemnification<\/strong><\/p><p>The CUSTOMER shall indemnify, defend, and hold harmless WILDIX, its affiliates, officers, employees, and agents from and against any and all claims, damages, penalties, fines, costs, and expenses (including reasonable attorneys&rsquo; fees) arising out of or in connection with any violation of this Article or applicable telemarketing or messaging law by the CUSTOMER or by any third party acting on its behalf.<\/p><p><strong>23.11<\/strong> <strong>Survival<\/strong><\/p><p>The obligations set forth in this Article shall survive the expiration or termination of this Agreement.<\/p><h2 id=\"WildixTermsandConditions-ART.24-SOFTWARELICENSETERMS(ENDUSERLICENSEAGREEMENT)\">ART. 24 -&nbsp;<strong>SOFTWARE LICENSE TERMS (END USER LICENSE AGREEMENT)<\/strong><\/h2><p><strong>24.1 Scope and Relationship with the Agreement<\/strong><\/p><p>24.1.1 This Article governs the license and permitted use of any software provided by WILDIX in connection with its products and services, including but not limited to the x-bees unified communications platform, web-based interfaces, desktop and mobile applications, plug-ins, connectors, firmware installed on devices, APIs and related documentation (collectively, the &ldquo;Software&rdquo;).<\/p><p>24.1.2 The Software is licensed, not sold. Use of the Software is subject to this Article 24 and to all other applicable provisions of this Agreement, including in particular Articles 7 (Fees and Payment Methods), 8 (Obligations of the Customer and Correct Use of CLASSOUND Services), 9 (Limitation of Liability and Indemnity), 10 (Protection of Personal Data), 11 (Confidentiality of Transited Information and Messages), 21 (HWaaS Agreement), 22 (CAPEX Agreement), and 23 (Messaging and Telemarketing Compliance).<\/p><p><strong>24.2 License Grant<\/strong><\/p><p>24.2.1 Subject to the CUSTOMER&rsquo;s full and continuous compliance with this Agreement, including timely payment of all fees, WILDIX grants to the CUSTOMER a limited, worldwide, non-exclusive, non-transferable, non-sublicensable and revocable license to allow its Users to access and use the Software solely:<\/p><p>(a) for the CUSTOMER&rsquo;s internal business purposes;<\/p><p>(b) in connection with the services subscribed from WILDIX under this Agreement, including Unified Communications as a Service and the CLASSOUND service; and<\/p><p>(c) in accordance with the applicable documentation and technical limitations.<\/p><p>24.2.2 Where the CUSTOMER is a Partner, the foregoing license includes the right to permit end customers of the Partner to access the Software solely as part of the solutions provided by the Partner under a valid Partner agreement with WILDIX, and always in compliance with this Agreement.<\/p><p><strong>24.3 Software as Part of the Service<\/strong><\/p><p>24.3.1 Certain components of the Software may be installed or executed locally (for example mobile applications, desktop applications, or firmware on WILDIX devices). Such components remain part of the overall cloud services provided by WILDIX and are licensed only for use during the applicable subscription or service term.<\/p><p>24.3.2 For the avoidance of doubt, any software embedded in hardware sold under Article 22 (CAPEX Agreement) or provided under Article 21 (HWaaS Agreement) is licensed under this Article 24. Ownership of the hardware is governed exclusively by Articles 21 and 22.<\/p><p><strong>24.4 Restrictions<\/strong><\/p><p>24.4.1 Except to the extent that applicable law expressly permits such action on a non-waivable basis, the CUSTOMER shall not, and shall ensure that no User or third party:<\/p><p>a) copies, modifies, translates, adapts or creates derivative works of the Software or documentation;<\/p><p>b) reverse engineers, decompiles, disassembles or otherwise attempts to derive or gain access to the source code of the Software;<\/p><p>c) removes, alters or obscures any copyright, trademark or other proprietary notices on or in the Software;<\/p><p>d) distributes, resells, sublicenses, leases, lends, rents, assigns, or otherwise transfers the Software, or makes it available to any third party other than Users and, where applicable, end customers of a Partner as permitted in Article 24.2.2;<\/p><p>e) circumvents or attempts to circumvent user, seat, capacity, security or other technical limitations described in the documentation or this Agreement;<\/p><p>f) uses the Software to develop, train, or improve a competing product or service, or to benchmark the Software for competitive purposes in a misleading or disparaging manner; or<\/p><p>g) uses the Software in violation of Article 8 or Article 23 or any applicable law or regulation.<\/p><p><strong>24.5 Intellectual Property Ownership<\/strong><\/p><p>24.5.1 As between WILDIX and the CUSTOMER, WILDIX and its licensors retain all right, title and interest in and to the Software, the underlying platforms and all related intellectual property rights, whether registered or not.<\/p><p>24.5.2 No rights are granted to the CUSTOMER except as expressly set forth in this Article 24 and in the rest of this Agreement. The CUSTOMER acquires no ownership interest in the Software by virtue of this Agreement or any use of the Software.<\/p><p><strong>24.6 Open Source and Third-Party Components<\/strong><\/p><p>24.6.1 The Software may include or interoperate with third-party or open source components licensed under separate terms. To the extent required by those terms, such components are licensed to the CUSTOMER under the applicable third-party license, and not under this Agreement.<\/p><p>24.6.2 Nothing in this Agreement is intended to limit the CUSTOMER&rsquo;s rights under any applicable open source license, nor to grant rights that supersede such licenses.<\/p><p><strong>24.7 App Stores and Marketplaces<\/strong><\/p><p>24.7.1 If the CUSTOMER or its Users download or access any Software from a third-party app store or marketplace (including, by way of example, the Apple App Store, Google Play Store or AWS Marketplace), the CUSTOMER acknowledges that:<\/p><p>a) the relevant store or marketplace provider is not a party to this Agreement and is not responsible for the Software or the services provided by WILDIX;<\/p><p>b) as between WILDIX and such provider, WILDIX is solely responsible for the Software and any related support or maintenance; and<\/p><p>c) the CUSTOMER&rsquo;s use of such store or marketplace may be subject to additional terms imposed by the provider, which apply in addition to this Agreement.<\/p><p>24.7.2 In case of conflict between this Agreement and any standard terms of the app store or marketplace relating to the relationship between WILDIX and the CUSTOMER, this Agreement shall prevail, except where the store or marketplace terms cannot legally be overridden.<\/p><p><strong>24.8 Updates and Changes to the Software<\/strong><\/p><p>24.8.1 WILDIX may, at its sole discretion, provide or deploy updates, upgrades, patches, bug fixes, new releases, or other modifications to the Software (&ldquo;Updates&rdquo;).<\/p><p>24.8.2 Updates are deemed part of the Software and are subject to this Article 24 and the rest of this Agreement. WILDIX does not guarantee the availability of any particular feature or functionality for any fixed period and may modify or discontinue features, provided that the overall level of service remains consistent with Article 20 (Service Availability) and any applicable service descriptions.<\/p><p><strong>24.9 Term and Termination of the License<\/strong><br \/>24.9.1 The license granted under this Article 24 is effective only for the duration of the underlying service or subscription term and automatically terminates upon the earliest of:<\/p><p>a) termination or expiry of this Agreement;<\/p><p>b) termination or expiry of the relevant service, subscription, or order under which the Software is made available; or<\/p><p>c) WILDIX&rsquo;s exercise of its rights under Articles 8, 12 or 13 in case of breach by the CUSTOMER.<\/p><p>24.9.2 Upon termination of the license for any reason, the CUSTOMER shall immediately cease all use of the Software and shall ensure that all locally installed components of the Software (including on devices under the control of the CUSTOMER or its Users) are uninstalled and, where technically feasible, deleted or destroyed.<\/p><p>24.9.3 The provisions relating to intellectual property ownership (Article 24.5), restrictions (Article 24.4), and any other provisions which by their nature are intended to survive, shall survive termination or expiry of the license and of this Agreement.<\/p><div class=\"ap-container\" id=\"ap-net.veniture.confluence.cloud.macrosuite__macrosuite-divider-macro705444093705486980\">\n\n  <div class=\"ap-content \" id=\"embedded-net.veniture.confluence.cloud.macrosuite__macrosuite-divider-macro705444093705486980\" \/>\n  \n\n<\/div>\n<p style=\"text-align: center\"><span class=\"ap-container ap-inline\" id=\"ap-net.veniture.confluence.cloud.macrosuite__button-macro4930587886023919301\">\n    <span class=\"ap-content ap-inline\" id=\"embedded-net.veniture.confluence.cloud.macrosuite__button-macro4930587886023919301\" \/>\n    \n<\/span>\n<\/p><p \/><\/div><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-92d0727 e-con-full elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile e-flex e-con e-child\" data-id=\"92d0727\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t<div class=\"elementor-element elementor-element-254a755a e-con-full e-flex e-con e-child\" data-id=\"254a755a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-256cb915 elementor-widget elementor-widget-heading\" data-id=\"256cb915\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 1 \u2014 SUBJECT OF THE CONTRACT<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1113c27b elementor-widget elementor-widget-text-editor\" data-id=\"1113c27b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThe purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-59e2b5 e-con-full e-flex e-con e-child\" data-id=\"59e2b5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4c357e30 elementor-widget elementor-widget-heading\" data-id=\"4c357e30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 2 \u2014 DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6cb6a5c6 elementor-widget elementor-widget-text-editor\" data-id=\"6cb6a5c6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>2.1<\/b> The contract is effective from the date of activation of at least one service.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-289d8d53 elementor-widget elementor-widget-text-editor\" data-id=\"289d8d53\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>2.2<\/b> The duration of the contract is equal to the duration of the rent chosen. The contract is automatically renewed upon expiry for the same period.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-46cc3990 e-con-full e-flex e-con e-child\" data-id=\"46cc3990\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-65fba80d elementor-widget elementor-widget-heading\" data-id=\"65fba80d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 3 \u2014 ACCESS REQUIREMENTS FOR CLASSOUND SERVICES<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33a49a96 elementor-widget elementor-widget-text-editor\" data-id=\"33a49a96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>3.1<\/b> In order to use the CLASSOUND services from WILDIX, the CUSTOMER must have access to an Internet connection that meets the minimum technical requirements of the subscribed services, i.e. at least 60 kbps, the Minimum Guaranteed Bandwidth for each simultaneous VoIP call to and from the CLASSOUND service.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f3cd58d elementor-widget elementor-widget-text-editor\" data-id=\"1f3cd58d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>3.2<\/b> In order to use telephony services or services that provide for the sending of messages of any kind that include an indication of the sender, the customer must perform validation procedures. WILDIX reserves the right to: request the execution of these procedures, including for the provision of other services or for any anti-fraud checks; not activate services or to deactivate existing services if the CUSTOMER does not carry out these validation procedures.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-314f05dd elementor-widget elementor-widget-text-editor\" data-id=\"314f05dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>3.3<\/b> The SLAs for the activation and portability of DIDs in CLASSOUND are reported here:\u00a0<a href=\"https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/pages\/30283695\/CLASSOUND+Activation+Request\" target=\"_blank\" rel=\"noopener\">CLASSOUND Activation Request<\/a>.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2664af3b e-con-full e-flex e-con e-child\" data-id=\"2664af3b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f405032 elementor-widget elementor-widget-heading\" data-id=\"7f405032\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 4 \u2014 ACCESS CREDENTIALS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b731cb6 elementor-widget elementor-widget-text-editor\" data-id=\"4b731cb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>4.1<\/b> WILDIX will provide, via the e-mail address specified by the CUSTOMER, the access credentials necessary to access WILDIX services and to keep all personal data updated (i.e. identification code, user ID and personal access key, Password).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1545eaec elementor-widget elementor-widget-text-editor\" data-id=\"1545eaec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>4.2<\/b> The CUSTOMER is required to keep and protect the access credentials with the utmost diligence, and is directly and exclusively responsible for any damage that their improper use may cause to WILDIX or to third parties.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c401bc7 elementor-widget elementor-widget-text-editor\" data-id=\"3c401bc7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>4.3<\/b> In case of loss or theft of the Password, the CUSTOMER must immediately notify WILDIX by e-mail, sending the report to the relevant authority no later than 3 days after the discovery of the loss or theft.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-48021636 e-con-full e-flex e-con e-child\" data-id=\"48021636\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7736fcb3 elementor-widget elementor-widget-heading\" data-id=\"7736fcb3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 5 \u2014 CLASSOUND DIDs AND VOICE AND FAX SERVICES<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1570b390 elementor-widget elementor-widget-text-editor\" data-id=\"1570b390\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>5.1<\/b> The CUSTOMER acknowledges his right to claim the ability to port the number assigned by WILDIX to another operator according to the procedure established by the relevant laws and regulations. The conclusion of the transfer procedure does not imply the termination of the contract for the services provided by WILDIX.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-294ef222 e-con-full e-flex e-con e-child\" data-id=\"294ef222\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-64e3f605 elementor-widget elementor-widget-heading\" data-id=\"64e3f605\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 6 \u2014 TELEPHONE LINES ASSOCIATED WITH FAX AND VOICE NUMBERS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-58d36323 elementor-widget elementor-widget-text-editor\" data-id=\"58d36323\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>6.1<\/b> The numbers assigned by WILDIX for fax and voice services can send and receive simultaneous calls in either direction, with a minimum of twenty calls. If the limit is exceeded, the capacity will be automatically increased within a maximum period of 30 days.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-617f4fe9 elementor-widget elementor-widget-text-editor\" data-id=\"617f4fe9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>6.2<\/b> In the event that the networks or telephone lines connected to the WILDIX systems experience congestion or malfunction, calling users may receive a busy signal, although WILDIX does everything possible to avoid this result. Note, that guaranteed CLASSOUND restoration time (SRT) is 4 hours.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4614ebad e-con-full e-flex e-con e-child\" data-id=\"4614ebad\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7f152515 elementor-widget elementor-widget-heading\" data-id=\"7f152515\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 7 \u2014 FEES AND PAYMENT METHODS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d6bda29 elementor-widget elementor-widget-text-editor\" data-id=\"6d6bda29\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>7.1<\/b> The fees for goods and services are indicated on the order forms or the invoice.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2aff367e elementor-widget elementor-widget-text-editor\" data-id=\"2aff367e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>7.2<\/b> The invoice must be paid within the deadline and in the manner indicated. The invoice will be sent to the email address indicated by the customer in the table below.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1067619f elementor-widget elementor-widget-text-editor\" data-id=\"1067619f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>7.3<\/b> WILDIX reserves the right to modify fees; however, before doing so, WILDIX must promptly inform the CUSTOMER, who may withdraw from the Contract within sixty days. In the event that the CUSTOMER exercises the right of withdrawal, it will be necessary that the same pay the amount inherent to the period of time in which the services have been rendered according to the amount previously paid with respect to the last communication.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-761ac96b elementor-widget elementor-widget-text-editor\" data-id=\"761ac96b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>7.4<\/b> WILDIX is not responsible for any taxes incurred by Partners. Partners must be compliant with local telecom service requirements with respect to laws and taxes within each jurisdiction they operate in.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2254083b e-con-full e-flex e-con e-child\" data-id=\"2254083b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dc20303 elementor-widget elementor-widget-heading\" data-id=\"dc20303\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 8 \u2014 OBLIGATIONS OF THE CUSTOMER AND CORRECT USE OF CLASSOUND SERVICES<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-43d831d8 elementor-widget elementor-widget-text-editor\" data-id=\"43d831d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>8.1<\/b> The CUSTOMER may in no case use the services for illegal purposes and\/or to cause nuisance to third parties.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6e24389 elementor-widget elementor-widget-text-editor\" data-id=\"6e24389\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tIn the case of a violation of national or international laws, WILDIX may, at its discretion, immediately suspend the services, without anything being owed to CUSTOMER; in particular, the CUSTOMER will have no right to a refund, not even partial, of the subscription fee. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-184d8818 elementor-widget elementor-widget-text-editor\" data-id=\"184d8818\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>8.2<\/b> It is expressly forbidden to use WILDIX&#8217;s services and systems to carry out, over telephone traffic, arbitration activities, or in general to develop telecommunications traffic by which one may obtain advantages, bonuses, credit, money or similar benefits for oneself or third parties merely by sending and\/or receiving communications of any kind, even those which are received but not replied to. It is forbidden to use WILDIX systems in any way in order to obtain advantages for oneself or for others, including but not limited to by means of telephone calls or SMSes sent to numbers such as mobile or fixed network numbers with so-called &#8220;auto top-up&#8221; or &#8220;reward&#8221; offers, or to &#8220;premium&#8221; or &#8220;personal number&#8221; or &#8220;shared cost&#8221; numbers in any country, which return money or credit or benefits to the holder of the number or to whoever uses it. It is forbidden to use WILDIX services to automatically generate outbound call campaigns with or without the recipient\u2019s response. In such cases, WILDIX may, at its discretion, immediately suspend the services and invoice the CUSTOMER for any additional costs and expenses incurred for the characteristics of the traffic developed, without anything being owed to the CUSTOMER. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15508020 elementor-widget elementor-widget-text-editor\" data-id=\"15508020\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>8.3<\/b> The CUSTOMER may not in any way transfer this contract to third parties, either free of charge or for consideration, without the prior written consent of WILDIX.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3926d2fb elementor-widget elementor-widget-text-editor\" data-id=\"3926d2fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>8.4<\/b> The service is provided by WILDIX solely in favor of the CUSTOMER, who therefore remains solely responsible for allowing use of the service to third parties. The CUSTOMER shall inform anyone who uses the WILDIX services that the CUSTOMER is allowed to review in detail the traffic carried through the service, including all the numbers which are sending calls and all numbers receiving calls.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e3577dd elementor-widget elementor-widget-text-editor\" data-id=\"7e3577dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>8.5<\/b> The CUSTOMER shall use the numbering assigned to him in compliance with the regulations applicable in the country where the DIDs are assigned. WILDIX reserves the right at any time to carry out checks regarding compliance with the aforementioned rule, which may be manual or automatic, even should technical means be at its disposal. If WILDIX detects use of the numbers that does not comply with regulations, WILDIX may revoke the use of the number to the CUSTOMER and terminate the existing contract, without anything being due to him.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-424eba6 elementor-widget elementor-widget-text-editor\" data-id=\"424eba6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>8.6<\/b> In the event of the development of traffic deemed anomalous by WILDIX, or in the event of the triggering of automatic or manual anti-fraud systems by WILDIX that lead to suspicion of even potential fraud, or of illicit activity or contractual violation, or in the event that technicians may put the infrastructure of WILDIX or other operators at risk, WILDIX may suspend, even selectively, the services provided to the CUSTOMER without anything being owed to the same. WILDIX will reactivate the services if verifications do not confirm the suspicions. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ab47314 elementor-widget elementor-widget-text-editor\" data-id=\"4ab47314\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>8.7<\/b> If WILDIX detects usage of the service that does not comply with the regulatory provisions governing call center activities, it may suspend the service, even in the face of mere suspicion, and, once the abuse has been ascertained, may revoke the use of the number by the CUSTOMER and terminate the existing contract, without anything being owed to the latter.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-47f0b604 e-con-full e-flex e-con e-child\" data-id=\"47f0b604\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f794d06 elementor-widget elementor-widget-heading\" data-id=\"6f794d06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 9 \u2014 LIMITATION OF LIABILITY AND INDEMNITY<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b19fcbb elementor-widget elementor-widget-text-editor\" data-id=\"1b19fcbb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.1<\/b> WILDIX will not be liable \u2014 neither to the CUSTOMER nor to subjects that are directly or indirectly connected to the CUSTOMER himself \u2014 for delays, malfunctions, suspensions and\/or interruptions in the provision of the Service caused by: \u200b\u200bforce majeure or unforeseeable circumstances; tampering with or interventions in services or equipment carried out by the CUSTOMER or by unauthorized third parties; failure by the CUSTOMER to comply with the conditions of access to the Service; incorrect use of the services by the CUSTOMER; malfunctions from the connecting devices; use by the CUSTOMER of incompatible tools and\/or programs (software); connectivity malfunctions dependant upon another operator.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3c9cbba elementor-widget elementor-widget-text-editor\" data-id=\"3c9cbba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.2<\/b> WILDIX, having no control over the equipment involved, is in no way responsible for disruptions caused by switching errors on a public telephone network which involve the delivery of calls to WILDIX using an incorrect destination telephone number.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-277b70f9 elementor-widget elementor-widget-text-editor\" data-id=\"277b70f9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.3<\/b> WILDIX is never in any way responsible for malfunctions in CLASSOUND services that are attributable to an incorrect\/inappropriate\/incompatible configuration by the CUSTOMER, or to any part of the network not under the control of WILDIX, including malfunctions due to the infrastructures of third-party operators.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29a75cfe elementor-widget elementor-widget-text-editor\" data-id=\"29a75cfe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.4<\/b> WILDIX is never in any way responsible for telephone calls made by its customers. The CUSTOMER explicitly indemnifies WILDIX about any possible request for damages by third parties regarding the content of his messages or telephone calls.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-24f6678a elementor-widget elementor-widget-text-editor\" data-id=\"24f6678a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.5<\/b> WILDIX is in no way responsible for any damage that may arise to the CUSTOMER or to third parties due to the assignment, pursuant to regulatory provisions, of numbers previously attributed to others.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48da3a05 elementor-widget elementor-widget-text-editor\" data-id=\"48da3a05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.6<\/b> WILDIX is in no way responsible for any improper use of numbers by the CUSTOMER, who indemnifies WILDIX from any request for compensation or sanctions by the regulatory authority or third parties.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b2c76ef elementor-widget elementor-widget-text-editor\" data-id=\"6b2c76ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.7<\/b> In any case, WILDIX is not responsible for damages caused by breakdowns, interruptions or overloads of the electric, telephone, national and international lines that prevent the regular use of the Services.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6abe754c elementor-widget elementor-widget-text-editor\" data-id=\"6abe754c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.8<\/b> WILDIX cannot in any way be held responsible for any of its obligations under the terms of this contract if such failure is caused or derives from an event of force majeure without any limitation, including but not limited to the following examples: fire, flood, strike, cable or fiber cuts, lightning, civil unrest, governmental or military authority acts, changes in law, terrorism, force majeure, and prolonged periods of general power outage; nor can it be responsible for non-fulfillment by third parties that affect the functioning of the Services.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f773863 elementor-widget elementor-widget-text-editor\" data-id=\"1f773863\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.9<\/b> Without prejudice to the indemnity provided for by Art. 3.4, no compensation for damages can be requested from WILDIX for direct and\/or indirect damages caused by the use or non-use of the Services.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e8e14ac elementor-widget elementor-widget-text-editor\" data-id=\"1e8e14ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>9.10<\/b> The CUSTOMER relieves WILDIX from any responsibility for any attacks and\/or intrusions by third parties from the network through the equipment with which the service is provided. The CUSTOMER declares that he is aware that third parties can access systems via the Internet and can overcome the security of the systems to use them improperly and cause damage to third parties. In the event that WILDIX detects an intrusion attempt through the accesses and data it lawfully disposes of for the provision of the service, it may interrupt the service, without any obligation, until the CUSTOMER takes steps to implement the measures necessary to prevent the situation from persisting. The CUSTOMER shall hold harmless from any direct and\/or indirect damage as well as the payment of any charge, expense, indemnity or any prejudice that may be suffered by WILDIX or the employees or collaborators of the parties or other subjects who use the services or even those who are only connected or occasioned by the execution of this contract by their employees and\/or collaborators, consultants, their representatives as well as their substitutes, even on an extra-contractual basis.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-44792c8 e-con-full e-flex e-con e-child\" data-id=\"44792c8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-713541 elementor-widget elementor-widget-heading\" data-id=\"713541\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 10 \u2014 PROTECTION OF PERSONAL DATA<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-663e3b6f elementor-widget elementor-widget-text-editor\" data-id=\"663e3b6f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>10.1<\/b> Given that the rule for the protection of personal data applies to the processing of data relating to natural persons, WILDIX indicates that personal data of employees and collaborators of the CUSTOMER are collected for the following purposes:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ff0f6cb elementor-widget elementor-widget-text-editor\" data-id=\"2ff0f6cb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>sending newsletters;<\/li>\n \t<li>customer reference;<\/li>\n \t<li>accounting purposes;<\/li>\n \t<li>commercial information.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c7180a8 elementor-widget elementor-widget-text-editor\" data-id=\"6c7180a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThe data are stored electronically and accessed by WILDIX employees and collaborators who have been appointed for the processing for this purpose.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d56c7be elementor-widget elementor-widget-text-editor\" data-id=\"6d56c7be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThe parties, by signing this contract, mutually acknowledge and confirm that any processing of personal data that derives from the execution of this contract will be carried out solely for the purposes related to such execution.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4309a55c elementor-widget elementor-widget-text-editor\" data-id=\"4309a55c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>10.2<\/b> The CUSTOMER may modify and update his personal data by means of a written request to WILDIX.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-317b67b0 e-con-full e-flex e-con e-child\" data-id=\"317b67b0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-28e71698 elementor-widget elementor-widget-heading\" data-id=\"28e71698\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 11 \u2014 CONFIDENTIALITY OF TRANSITED INFORMATION AND MESSAGES<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a9ba05e elementor-widget elementor-widget-text-editor\" data-id=\"2a9ba05e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>11.1<\/b> Without prejudice to the provisions of the previous point, each party shall keep secret all information acquired in relation to the supply relationship. Each party takes every necessary precaution in order to safeguard the confidentiality and secrecy of such information and to prevent its disclosure to third parties, and will limit its communication only to employees and consultants who have an effective need to know it for the purposes referred to in this supply relationship in compliance with the need to know principle, undertaking not to disclose the information to third parties, not to make it public or accessible by any other means unless it is expressly permitted with written consent issued by the party making the disclosure or delivery of information; it being understood that each party will not be deemed in breach of the provisions of this article as a result of communications made in compliance with the provisions contained in any rule or regulation or order promulgated by public authorities having jurisdiction over it in relation to the execution of this Agreement and to the operations envisaged therein. Each party ensures that these commitments are also respected by its directors, statutory auditors, employees, promoters and consultants to whom such information has been communicated. The confidentiality obligations set forth herein will cease at the end of the first year from the date of termination of the effectiveness of this Agreement.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c06034e elementor-widget elementor-widget-text-editor\" data-id=\"7c06034e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>11.2<\/b> WILDIX shall not access and\/or intercept the content of the messages and\/or the telephone calls transmitted through its systems, and shall not communicate it to third parties, except in the cases provided for by law at the request of the Judicial and Police Authorities. Similarly, it complies with the law for the management of traffic data. The CUSTOMER may request the publication of his personal data from the telephone directories in accordance with the relevant legislation and regulations.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b1fa1e2 elementor-widget elementor-widget-text-editor\" data-id=\"2b1fa1e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>11.3<\/b> The CUSTOMER appoints WILDIX responsible for the processing of the identification data of the telephone communications received by the user. WILDIX will keep such data for the time requested by the CUSTOMER. WILDIX will protect such data with the organizational and logical measures required by law.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7eedd4ae elementor-widget elementor-widget-text-editor\" data-id=\"7eedd4ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>11.4<\/b> Communications Security. As part of the telecommunications service provided, adequate security measures are adopted to protect communications. Nevertheless, there may be situations that allow unauthorized third parties to learn the content of the same even unintentionally. In particular, unless encryption systems are adopted, the messages circulate on the networks in the clear and the networks prove to be easily attacked despite the adoption of up-to-date protection systems.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3c6a40b7 e-con-full e-flex e-con e-child\" data-id=\"3c6a40b7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-638ffc07 elementor-widget elementor-widget-heading\" data-id=\"638ffc07\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 12 \u2014 CONTRACTUAL MODIFICATIONS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61b3c04f elementor-widget elementor-widget-text-editor\" data-id=\"61b3c04f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>12.1<\/b> WILDIX may make any changes to this document. If the CUSTOMER does not accept the announced changes, he has the right to withdraw from the contract without paying any penalty for the withdrawal.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6713524b e-con-full e-flex e-con e-child\" data-id=\"6713524b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-381e225f elementor-widget elementor-widget-heading\" data-id=\"381e225f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 13 \u2014 EXPRESS TERMINATION CLAUSE<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51d66ffa elementor-widget elementor-widget-text-editor\" data-id=\"51d66ffa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>13.1<\/b> The violation of the following provisions involves the termination of the contract:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64afc6 elementor-widget elementor-widget-text-editor\" data-id=\"64afc6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>use of services for illegal purposes and\/or to cause a nuisance to third parties;<\/li>\n \t<li>use of the services for telephony arbitrage or similar activities;<\/li>\n \t<li>use of numbering in a way that does not comply with legal and regulatory provisions;<\/li>\n \t<li>fraud or technical problems that put the WILDIX infrastructure at risk;<\/li>\n \t<li>use of services in violation of the regulations governing call center activities.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e844264 e-con-full e-flex e-con e-child\" data-id=\"e844264\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1d259e55 elementor-widget elementor-widget-heading\" data-id=\"1d259e55\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 14 \u2014 SUPPORT MISSION<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d9167c8 elementor-widget elementor-widget-text-editor\" data-id=\"6d9167c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>14.1<\/b> The mission of WILDIX Technical Support is to provide an excellent service to our Partners during the deployment and after the deployment of WILDIX Solutions. WILDIX Technical Support does not provide pre-sales support, which is performed by our Sales Teams, or provide information included in the documentation.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63029fa3 elementor-widget elementor-widget-text-editor\" data-id=\"63029fa3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>14.2<\/b> To support this mission, we publish the terms and conditions of delivering Technical Support services which help our Partners set the right expectations in regards of WILDIX Technical support services.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-717147f8 elementor-widget elementor-widget-text-editor\" data-id=\"717147f8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>14.3<\/b> WILDIX Technical Support teams work closely with NOC Engineers, whose mission is:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ac16a9e elementor-widget elementor-widget-text-editor\" data-id=\"4ac16a9e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>proactive WILDIX Systems monitoring and analysis of crash reports;<\/li>\n \t<li>analysis and resolution of Critical issues which arrive outside Support Hours.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d15fc32 elementor-widget elementor-widget-text-editor\" data-id=\"5d15fc32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>14.4<\/b> In addition to the Technical Support service, WILDIX offers a wide range of self-help resources, available for everyone, including WILDIX Partners, Resellers and End Users:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a4de579 elementor-widget elementor-widget-text-editor\" data-id=\"2a4de579\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>Tech Wizards Facebook Group:\u00a0<a href=\"https:\/\/www.facebook.com\/groups\/wildixtechwizards\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.facebook.com\/groups\/wildixtechwizards\/<\/a>;<\/li>\n \t<li>Bug Reports, Beta Releases and Integrations: <a href=\"https:\/\/www.facebook.com\/groups\/194649610873892\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.facebook.com\/groups\/194649610873892\/<\/a>;<\/li>\n \t<li>WILDIX online Documentation:\u00a0<a href=\"https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/overview\" target=\"_blank\" rel=\"noopener\">https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/overview<\/a>;<\/li>\n \t<li>New releases and system updates:\u00a0<a href=\"https:\/\/www.wildix.com\/new-releases-and-updates\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.wildix.com\/new-releases-and-updates\/<\/a>.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-19970a7b e-con-full e-flex e-con e-child\" data-id=\"19970a7b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-40dfcd96 elementor-widget elementor-widget-heading\" data-id=\"40dfcd96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 15 \u2014 SUPPORT ELIGIBILITY<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a545284 elementor-widget elementor-widget-text-editor\" data-id=\"a545284\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>15.1<\/b> WILDIX direct Technical Support service is available for the following type of Partners:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-344c29f5 elementor-widget elementor-widget-text-editor\" data-id=\"344c29f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>WILDIX Platinum Business Partner;<\/li>\n \t<li>WILDIX Gold Business Partner;<\/li>\n \t<li>WILDIX Silver Business Partner.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57e4a845 elementor-widget elementor-widget-text-editor\" data-id=\"57e4a845\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>15.2<\/b> Bronze Partners and Resellers must refer to their assigned Platinum or Gold Business Partner for technical support.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1aa49217 elementor-widget elementor-widget-text-editor\" data-id=\"1aa49217\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>15.3<\/b> WILDIX system end-users must refer to the System Integrator (WILDIX Partner or Reseller) who installed the WILDIX System.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-689ad6a1 e-con-full e-flex e-con e-child\" data-id=\"689ad6a1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-71b53a24 elementor-widget elementor-widget-heading\" data-id=\"71b53a24\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 16 \u2014 SUPPORT HOURS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-50354207 elementor-widget elementor-widget-text-editor\" data-id=\"50354207\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.1<\/b> Support hours for processing new tickets are Monday through Friday 9:00 a.m. to 6:00 p.m. EST \/ CET.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df0b5f9 elementor-widget elementor-widget-text-editor\" data-id=\"df0b5f9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.2<\/b> Extended support service only for Critical issues is available 24 hours \/ 7 days per week.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-756f17c0 elementor-widget elementor-widget-text-editor\" data-id=\"756f17c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.3<\/b> 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:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77396382 elementor-widget elementor-widget-text-editor\" data-id=\"77396382\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<table>\n<tbody>\n<tr bgcolor=\"LightGrey\">\n<td><b>Assigned CoS<\/b><\/td>\n<td><b>Explanation<\/b><\/td>\n<td><b>Ticket response goals<\/b><\/td>\n<\/tr>\n<tr>\n<td>Critical<\/td>\n<td>\n<ul>\n \t<li>Call drops which are not caused by a operator.<\/li>\n \t<li>Cloud system is unreachable.<\/li>\n \t<li>Business operations severely impacted with no workaround.<\/li>\n<\/ul>\n<\/td>\n<td>Within 30 minutes during Support Hours.\n\nNOTE: For Critical issues outside Support Hours, please use Phone.<\/td>\n<\/tr>\n<tr>\n<td>Standard<\/td>\n<td>\n<ul>\n \t<li>All other tickets.<\/li>\n<\/ul>\n<\/td>\n<td>Within the same working day, or on the next working day for the tickets created outside Support Hours.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fd6de58 elementor-widget elementor-widget-text-editor\" data-id=\"7fd6de58\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.4<\/b> Extended Support Service for Critical issues. Extended Support Service is available only for Critical issues, such as:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70f16e46 elementor-widget elementor-widget-text-editor\" data-id=\"70f16e46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>WILDIX UC Cloud Platforms, WMP, Website not available;<\/li>\n \t<li>Customers Business operations severely impacted with no workaround.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-508de51b elementor-widget elementor-widget-text-editor\" data-id=\"508de51b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.5<\/b> Extended Support Service does NOT cover:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21a07045 elementor-widget elementor-widget-text-editor\" data-id=\"21a07045\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>reports of non critical problems;<\/li>\n \t<li>issues with operators (partner must check beforehand if the issue can be reproduced with another operator);<\/li>\n \t<li>HW replacement or checks on faulty HW;<\/li>\n \t<li>checks on internet connectivity;<\/li>\n \t<li>standard activities covered by Support and which must be planned in advance (deployment questions, integration analysis, bugs reports).<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d348fea elementor-widget elementor-widget-text-editor\" data-id=\"1d348fea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.6<\/b> Extended Support Service is provided by phone, 24 hours a day \/ 7 days a week, only in English language.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5526e544 elementor-widget elementor-widget-text-editor\" data-id=\"5526e544\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.7<\/b> To interact with Extended Support Service outside Support hours, please call:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3efcbdec elementor-widget elementor-widget-text-editor\" data-id=\"3efcbdec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>USA: +16144841546;<\/li>\n \t<li>UK: +443300563663;<\/li>\n \t<li>Italy: +3904611715112;<\/li>\n \t<li>D\/A\/CH countries: +498920006065;<\/li>\n \t<li>France and francophone countries: +33176747983;<\/li>\n \t<li>Spain:\u00a0+34932202994.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73f73b5 elementor-widget elementor-widget-text-editor\" data-id=\"73f73b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>16.8<\/b> Once a new ticket arrives outside Support Hours, the responsible NOC engineer investigates the issue and, in case the ticket qualifies for Critical CoS, tries to resolve the ticket immediately or provide a workaround.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4e60dbeb e-con-full e-flex e-con e-child\" data-id=\"4e60dbeb\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-138b77bf elementor-widget elementor-widget-heading\" data-id=\"138b77bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 17 \u2014 HOW TO INTERACT WITH SUPPORT<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f406df4 elementor-widget elementor-widget-text-editor\" data-id=\"4f406df4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.1<\/b> We remind you again that WILDIX direct Technical Support service is available only for:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-116911f6 elementor-widget elementor-widget-text-editor\" data-id=\"116911f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>Platinum Partners;<\/li>\n \t<li>Gold Partners;<\/li>\n \t<li>Silver Partners.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2337c103 elementor-widget elementor-widget-text-editor\" data-id=\"2337c103\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.2<\/b> Bronze Partners and Resellers must refer to their assigned Platinum or Gold Business Partner for technical support.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59096aab elementor-widget elementor-widget-text-editor\" data-id=\"59096aab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.3<\/b> WILDIX Platinum and Gold Business Partners can use the following channels for communication with WILDIX Support:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4230d32e elementor-widget elementor-widget-text-editor\" data-id=\"4230d32e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>ticketing System via WILDIX Management Portal (WMP);<\/li>\n \t<li>phone call;<\/li>\n \t<li>Kite service;<\/li>\n \t<li>Facebook Groups;<\/li>\n \t<li>email only for follow up on an existing ticket.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-202cde94 elementor-widget elementor-widget-text-editor\" data-id=\"202cde94\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\u26a0\ufe0f IMPORTANT: no new tickets can be opened via email starting from June 2018!\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66e1a315 elementor-widget elementor-widget-text-editor\" data-id=\"66e1a315\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.4<\/b> Ticketing System. For convenience, ticket are divided into two types:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-76effb38 elementor-widget elementor-widget-text-editor\" data-id=\"76effb38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol>\n \t<li>Technical Support, related to all technical issues;<\/li>\n \t<li>Customer Care, related to the following issues:\n<ul>\n \t<li>Billing (delivery document dispute, invoice, dispute, credit note request, request tax break-down for invoice\/quote (US\/CA only) etc);<\/li>\n \t<li>CLASSOUND (order status, DID cancellation, general questions, set or update CNAM (US\/CA only) etc). Note: in case of any critical issues with incoming\/ outgoing calls, please submit Tech support ticket to have it processed with higher priority;<\/li>\n \t<li>HWaaS (general question, PBX change, spare parts inquiry etc);<\/li>\n \t<li>PBX \/ Licenses (activate\/ terminate PBX, WMS setup, licenses adjustments etc);<\/li>\n \t<li>Orders (orders tracking, order items amendment etc);<\/li>\n \t<li>Portal errors;<\/li>\n \t<li>Promo related questions;<\/li>\n \t<li>Company information changes (update contacts\/ address, WMP access);<\/li>\n \t<li>Feature request;<\/li>\n \t<li>Note: some Customer Care operations can be extra charged, check the list in\u00a0<a href=\"https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/pages\/30285354\/Customer+Care+FAQ#CustomerCareFAQ-Paidservices\" target=\"_blank\" rel=\"noopener\">Customer Care FAQ<\/a>.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-594f128 elementor-widget elementor-widget-text-editor\" data-id=\"594f128\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.5<\/b> 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.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41c27ccd elementor-widget elementor-widget-text-editor\" data-id=\"41c27ccd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.6<\/b> Customer Care can be reached via ticketing system only and all requests are accepted only in English. Submitted requests are reviewed during one business day. Resolution time depends of ticket complexity and topic.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7083e5eb elementor-widget elementor-widget-text-editor\" data-id=\"7083e5eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.7<\/b> How to open a ticket\u00a0to WILDIX Technical Support or Customer Care from WMP:\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-502a4893 elementor-widget elementor-widget-text-editor\" data-id=\"502a4893\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol>\n \t<li>Access\u00a0<a href=\"https:\/\/my.wildix.com\/\" target=\"_blank\" rel=\"noopener\">WMP<\/a>\u00a0using your credentials;<\/li>\n \t<li>Go to\u00a0<b>Help Desk<\/b>\u00a0tab -&gt; click\u00a0<b>Add<\/b>\u00a0in the upper-right corner; <i>[Fig. 1]<\/i><\/li>\n \t<li>Select the type of your request:\u00a0<b>Technical<\/b> or <b>Customer Care<\/b>;<\/li>\n \t<li>Fill in the mandatory fields:\u00a0<i>Subject<\/i>, <i>Message<\/i> and\u00a0<i>PBX name<\/i> or <i>product info<\/i> (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:\n<ul>\n \t<li>start typing the subject of your request;<\/li>\n \t<li>choose a device;<\/li>\n \t<li>or select the topic (in case of a Customer Care ticket). <i>[Fig. 2]<\/i><\/li>\n<\/ul>\n<\/li>\n \t<li>Enter all the information related to the request:\n<ul>\n \t<li>The WMS version and\u00a0FW versions of all the devices related to the ticket for Technical Support;<\/li>\n \t<li>Any additional information and attachments (invoices, delivery docs, order numbers etc) for both Technical Support and Customer Care.<\/li>\n<\/ul>\n<\/li>\n \t<li>Click <b>Submit<\/b>. <i>[Fig. 3]<\/i><\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-568da566 elementor-widget elementor-widget-gallery\" data-id=\"568da566\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;columns&quot;:3,&quot;gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:20,&quot;sizes&quot;:[]},&quot;aspect_ratio&quot;:&quot;16:9&quot;,&quot;columns_tablet&quot;:3,&quot;gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:20,&quot;sizes&quot;:[]},&quot;_animation&quot;:&quot;none&quot;,&quot;gallery_layout&quot;:&quot;grid&quot;,&quot;columns_mobile&quot;:1,&quot;gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:10,&quot;sizes&quot;:[]},&quot;link_to&quot;:&quot;file&quot;,&quot;overlay_background&quot;:&quot;yes&quot;,&quot;content_hover_animation&quot;:&quot;fade-in&quot;}\" data-widget_type=\"gallery.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-gallery__container\">\n\t\t\t\t\t\t\t<a class=\"e-gallery-item elementor-gallery-item elementor-animated-content\" href=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/WMP-Help-Desk.webp\" data-elementor-open-lightbox=\"yes\" data-elementor-lightbox-slideshow=\"568da566\" data-elementor-lightbox-title=\"WMP-Help-Desk.webp\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6ODEzMzY0OSwidXJsIjoiaHR0cHM6XC9cL3d3dy53aWxkaXguY29tXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI1XC8wM1wvV01QLUhlbHAtRGVzay53ZWJwIiwic2xpZGVzaG93IjoiNTY4ZGE1NjYifQ%3D%3D\">\n\t\t\t\t\t<div class=\"e-gallery-image elementor-gallery-item__image\" data-thumbnail=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/WMP-Help-Desk.webp\" data-width=\"1836\" data-height=\"154\" aria-label=\"\" role=\"img\" ><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-gallery-item__overlay\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"e-gallery-item elementor-gallery-item elementor-animated-content\" href=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/WMP-open-a-ticket.webp\" data-elementor-open-lightbox=\"yes\" data-elementor-lightbox-slideshow=\"568da566\" data-elementor-lightbox-title=\"WMP-open-a-ticket.webp\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6ODEzMzY1NiwidXJsIjoiaHR0cHM6XC9cL3d3dy53aWxkaXguY29tXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI1XC8wM1wvV01QLW9wZW4tYS10aWNrZXQud2VicCIsInNsaWRlc2hvdyI6IjU2OGRhNTY2In0%3D\">\n\t\t\t\t\t<div class=\"e-gallery-image elementor-gallery-item__image\" data-thumbnail=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/WMP-open-a-ticket.webp\" data-width=\"2048\" data-height=\"1139\" aria-label=\"\" role=\"img\" ><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-gallery-item__overlay\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<a class=\"e-gallery-item elementor-gallery-item elementor-animated-content\" href=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-customer-care-request-submit.webp\" data-elementor-open-lightbox=\"yes\" data-elementor-lightbox-slideshow=\"568da566\" data-elementor-lightbox-title=\"wmp-customer-care-request-submit.webp\" data-e-action-hash=\"#elementor-action%3Aaction%3Dlightbox%26settings%3DeyJpZCI6ODEzMzY2MywidXJsIjoiaHR0cHM6XC9cL3d3dy53aWxkaXguY29tXC93cC1jb250ZW50XC91cGxvYWRzXC8yMDI1XC8wM1wvd21wLWN1c3RvbWVyLWNhcmUtcmVxdWVzdC1zdWJtaXQud2VicCIsInNsaWRlc2hvdyI6IjU2OGRhNTY2In0%3D\">\n\t\t\t\t\t<div class=\"e-gallery-image elementor-gallery-item__image\" data-thumbnail=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-customer-care-request-submit.webp\" data-width=\"1390\" data-height=\"1002\" aria-label=\"\" role=\"img\" ><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-gallery-item__overlay\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5aaa9c56 elementor-widget elementor-widget-text-editor\" data-id=\"5aaa9c56\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAfter you have opened a ticket, you can:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-747d9ee5 elementor-widget elementor-widget-text-editor\" data-id=\"747d9ee5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>reply to your ticket by email or from WMP to provide any additional information;<\/li>\n \t<li>track the status of your ticket from WMP;<\/li>\n \t<li>give feedback on a ticket.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3fd3f2f6 elementor-widget elementor-widget-text-editor\" data-id=\"3fd3f2f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<u>Please note that the following information is essential for support inquiries so that the request can be processed as soon as possible<\/u>:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51dac834 elementor-widget elementor-widget-text-editor\" data-id=\"51dac834\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>IP address of the remote maintenance or *.wildixin.com address of the PBX;<\/li>\n \t<li>Login credentials;<\/li>\n \t<li>WMS version of the PBX and optionally FW of the Wildix devices;<\/li>\n \t<li>Exact error description and diagnostics done so far;<\/li>\n \t<li>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.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26a1a300 elementor-widget elementor-widget-text-editor\" data-id=\"26a1a300\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\u26a0\ufe0f If a ticket has been closed by Wildix support, it is no longer possible to reply and reopen the ticket. Please open a new case and reference the original ticket ID if needed.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b7e0b6a elementor-widget elementor-widget-text-editor\" data-id=\"1b7e0b6a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tTo leave feedback about a ticket:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49868e22 elementor-widget elementor-widget-text-editor\" data-id=\"49868e22\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tOn the\u00a0<i>Help Desk<\/i>\u00a0tab, choose the ticket you want to leave your feedback on, click on the feedback\u00a0icon and proceed with instructions on the dialog window that appears.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9323694 elementor-widget elementor-widget-image\" data-id=\"9323694\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"558\" src=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-1024x558.webp\" class=\"attachment-large size-large wp-image-8133672\" alt=\"\" srcset=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-1024x558.webp 1024w, https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-300x163.webp 300w, https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-768x418.webp 768w, https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-1536x837.webp 1536w, https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket.webp 1828w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fb3ad44 elementor-widget elementor-widget-text-editor\" data-id=\"2fb3ad44\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.8<\/b> Phone. You can contact WILDIX Technical Support by the following phone numbers during Support Hours &#8211; from 9am till 6pm EST \/ CET (outside Support Hours 24\/7, only for Critical issues):\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15fb46ca elementor-widget elementor-widget-text-editor\" data-id=\"15fb46ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>USA: +16144841546;<\/li>\n \t<li>UK: +443300563663;<\/li>\n \t<li>Italy: +3904611715112;<\/li>\n \t<li>D\/A\/CH countries: +498920006065;<\/li>\n \t<li>France and francophone countries: +33176747983;<\/li>\n \t<li>Spain: +34932202994.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f0a945a elementor-widget elementor-widget-text-editor\" data-id=\"5f0a945a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.9<\/b> Kite.\u00a0Use the following links to chat\/call WILDIX technical support teams during Support Hours only \u2014 to access the service make sure a ticket has been created:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c52cd64 elementor-widget elementor-widget-text-editor\" data-id=\"4c52cd64\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>International:\u00a0<a href=\"https:\/\/kite.wildix.com\/ucit\/57\" target=\"_blank\" rel=\"noopener\">https:\/\/kite.wildix.com\/ucit\/57<\/a>;<\/li>\n \t<li>Italy:\u00a0<a href=\"https:\/\/kite.wildix.com\/ucit\/65\" target=\"_blank\" rel=\"noopener\">https:\/\/kite.wildix.com\/ucit\/65<\/a>;<\/li>\n \t<li>D\/A\/CH countries: <a href=\"https:\/\/kite.wildix.com\/ucit\/66?_gl=1*1hp9cei*_ga*MTUwNDEzMjkzOC4xNjkzMzA1NjI4*_ga_GC87MX254S*MTY5OTYzMzc4NS4yNTQuMS4xNjk5NjM1MTQxLjI3LjAuMA..\" target=\"_blank\" rel=\"noopener\">https:\/\/kite.wildix.com\/ucit\/66<\/a>;<\/li>\n \t<li>France and francophone countries:\u00a0<a href=\"https:\/\/kite.wildix.com\/ucit\/67\" target=\"_blank\" rel=\"noopener\">https:\/\/kite.wildix.com\/ucit\/67<\/a>;<\/li>\n \t<li>Spain:\u00a0<a href=\"https:\/\/kite.wildix.com\/ucit\/54\" target=\"_blank\" rel=\"noopener\">https:\/\/kite.wildix.com\/ucit\/54<\/a>;<\/li>\n \t<li>UK:\u00a0<a href=\"https:\/\/kite.wildix.com\/ucit\/64\" target=\"_blank\" rel=\"noopener\">https:\/\/kite.wildix.com\/ucit\/64<\/a>;<\/li>\n \t<li>US:\u00a0<a class=\"external-link\" href=\"https:\/\/kite.wildix.com\/ucusa\/25\" target=\"_blank\" rel=\"noopener\">https:\/\/kite.wildix.com\/ucusa\/25<\/a>.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4cd80677 elementor-widget elementor-widget-text-editor\" data-id=\"4cd80677\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.10<\/b> Facebook Groups.\u00a0WILDIX Tech Wizards group is open for everyone and intended for:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d70650 elementor-widget elementor-widget-text-editor\" data-id=\"6d70650\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>new feature requests;<\/li>\n \t<li>requests of additional information, documentation requests;<\/li>\n \t<li>doubts, Ideas, sharing of experience, installations photos.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-329803cc elementor-widget elementor-widget-text-editor\" data-id=\"329803cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWILDIX Beta releases is reserved to Wildix Partners and is intended for:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-43f94dc1 elementor-widget elementor-widget-text-editor\" data-id=\"43f94dc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>bug reports;<\/li>\n \t<li>questions about beta releases;<\/li>\n \t<li>questions about integrations.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ffaa81c elementor-widget elementor-widget-text-editor\" data-id=\"ffaa81c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>17.11<\/b> Please do not use Facebook groups to report a Critical issue (such as cloud system is unreachable, call drops which are not caused by the operator, business operations severely impacted without workaround). Use phone or Ticketing system instead.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-672507c9 e-con-full e-flex e-con e-child\" data-id=\"672507c9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2553c9fe elementor-widget elementor-widget-heading\" data-id=\"2553c9fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 18 \u2014 PROACTIVE SYSTEM MONITORING AND CRASH REPORTS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-512fb7b3 elementor-widget elementor-widget-text-editor\" data-id=\"512fb7b3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>18.1<\/b> WILDIX NOC Engineers perform continuous system monitoring 24\/7, investigate crash reports, and intervene in case a problem with any client PBX has been revealed by the monitoring system.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51fca772 elementor-widget elementor-widget-text-editor\" data-id=\"51fca772\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>18.2<\/b> In case a problem has been revealed, the following actions are undertaken:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bd7cc1c elementor-widget elementor-widget-text-editor\" data-id=\"7bd7cc1c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>identify the CoS of the issue; issues which have been identified as Critical are immediately taken into analysis, even if revealed outside Support Hours;<\/li>\n \t<li>find all the information related to the PBX, including Serial, Country, Partner, information about the issue;<\/li>\n \t<li>partner is contacted by creating a ticket or by phone.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a30550 e-con-full e-flex e-con e-child\" data-id=\"a30550\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-54ff3df elementor-widget elementor-widget-heading\" data-id=\"54ff3df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 19 \u2014 SYSTEM MAINTENANCE AND GLOBAL PROBLEMS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c8a09ad elementor-widget elementor-widget-text-editor\" data-id=\"5c8a09ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>19.1<\/b> You can check WILDIX system status for its services here\u00a0<a class=\"external-link\" href=\"https:\/\/statuspage.wildix.com\/\" target=\"blank\" rel=\"noopener\">https:\/\/statuspage.wildix.com\/<\/a>.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a9d164e elementor-widget elementor-widget-text-editor\" data-id=\"7a9d164e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>19.2<\/b> NOC Engineers report on WILDIX Tech Wizards Facebook groups:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bec5dd3 elementor-widget elementor-widget-text-editor\" data-id=\"4bec5dd3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>planned system maintenances;<\/li>\n \t<li>global problems with WILDIX services.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e479fca e-con-full e-flex e-con e-child\" data-id=\"e479fca\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-27e4005b elementor-widget elementor-widget-heading\" data-id=\"27e4005b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ART. 20 \u2014 SERVICE AVAILABILITY<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-767d9539 elementor-widget elementor-widget-text-editor\" data-id=\"767d9539\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>20.1<\/b> The availability commitment for the WILDIX services is 99.98%, disregarding any scheduled periods of unavailability for preventive maintenance notified in advance.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d835d02 elementor-widget elementor-widget-text-editor\" data-id=\"7d835d02\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>20.2<\/b> The availability of the WILDIX services is calculated daily and it\u2019s available here:\u00a0<a class=\"external-link\" href=\"https:\/\/statuspage.wildix.com\/\" target=\"blank\" rel=\"noopener\">https:\/\/statuspage.wildix.com\/<\/a>. It measures whether the technical interfaces are operational and not user perceptions.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6fe29875 elementor-widget elementor-widget-text-editor\" data-id=\"6fe29875\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<b>20.3<\/b> If WILDIX breaches the availability commitment set out above, through its sole fault, the amount payable for the SaaS will be reduced in accordance with the following principles (the reduction will be applied to the next invoice issued by WILDIX):\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c9cf981 elementor-widget elementor-widget-text-editor\" data-id=\"6c9cf981\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<table>\n<tbody>\n<tr bgcolor=\"LightGrey\">\n<td><b>Service availability rate (calculated monthly)<\/b><\/td>\n<td><b>Effective payment \/ Amount of the user licence<\/b><\/td>\n<\/tr>\n<tr>\n<td>99% or higher<\/td>\n<td>100%<\/td>\n<\/tr>\n<tr>\n<td>between 90% and 99%<\/td>\n<td>90%<\/td>\n<\/tr>\n<tr>\n<td>between 80% and 90%<\/td>\n<td>70%<\/td>\n<\/tr>\n<tr>\n<td>between 70% and 80%<\/td>\n<td>50%<\/td>\n<\/tr>\n<tr>\n<td>lower than 70%<\/td>\n<td>0%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-45c6c749 e-con-full e-flex e-con e-child\" data-id=\"45c6c749\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-644da63b elementor-widget elementor-widget-heading\" data-id=\"644da63b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Not finding the help you need? Join the Facebook group to ask a question!<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79bf04c0 elementor-align-center elementor-mobile-align-justify elementor-widget elementor-widget-button\" data-id=\"79bf04c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md elementor-animation-shrink\" href=\"https:\/\/www.facebook.com\/groups\/wildixtechwizards\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Facebook Group Wildix Tech Wizards<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>ART. 1 \u2014 SUBJECT OF THE CONTRACT The purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND. ART. 2 \u2014 DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL 2.1 The contract is effective from the date of activation of at [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"_jet_sm_ready_style":"","_jet_sm_style":"","_jet_sm_controls_values":"","_jet_sm_fonts_collection":"","_jet_sm_fonts_links":"","footnotes":""},"class_list":["post-8134432","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Wildix Terms &amp; Conditions | Wildix<\/title>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Wildix Terms &amp; Conditions | Wildix\" \/>\n<meta property=\"og:description\" content=\"ART. 1 \u2014 SUBJECT OF THE CONTRACT The purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND. ART. 2 \u2014 DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL 2.1 The contract is effective from the date of activation of at [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/\" \/>\n<meta property=\"og:site_name\" content=\"Wildix\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/groups\/wildixtechwizards\/?mibextid=6NoCDW\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-21T12:37:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1828\" \/>\n\t<meta property=\"og:image:height\" content=\"996\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@wildix_\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"20 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Wildix Terms &amp; Conditions | Wildix","robots":{"index":"noindex","follow":"nofollow"},"og_locale":"fr_FR","og_type":"article","og_title":"Wildix Terms &amp; Conditions | Wildix","og_description":"ART. 1 \u2014 SUBJECT OF THE CONTRACT The purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND. ART. 2 \u2014 DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL 2.1 The contract is effective from the date of activation of at [&hellip;]","og_url":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/","og_site_name":"Wildix","article_publisher":"https:\/\/www.facebook.com\/groups\/wildixtechwizards\/?mibextid=6NoCDW","article_modified_time":"2025-07-21T12:37:36+00:00","og_image":[{"width":1828,"height":996,"url":"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket.webp","type":"image\/webp"}],"twitter_card":"summary_large_image","twitter_site":"@wildix_","twitter_misc":{"Dur\u00e9e de lecture estim\u00e9e":"20 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/","url":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/","name":"Wildix Terms &amp; Conditions | Wildix","isPartOf":{"@id":"https:\/\/www.wildix.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/#primaryimage"},"image":{"@id":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/#primaryimage"},"thumbnailUrl":"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-1024x558.webp","datePublished":"2025-03-04T15:15:51+00:00","dateModified":"2025-07-21T12:37:36+00:00","breadcrumb":{"@id":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/#primaryimage","url":"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-1024x558.webp","contentUrl":"https:\/\/www.wildix.com\/wp-content\/uploads\/2025\/03\/wmp-leave-feedback-about-customer-care-ticket-1024x558.webp"},{"@type":"BreadcrumbList","@id":"https:\/\/www.wildix.com\/fr\/wildix-terms-conditions\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.wildix.com\/fr\/home-copy\/"},{"@type":"ListItem","position":2,"name":"Wildix Terms &amp; Conditions"}]},{"@type":"WebSite","@id":"https:\/\/www.wildix.com\/fr\/#website","url":"https:\/\/www.wildix.com\/fr\/","name":"Wildix","description":"","publisher":{"@id":"https:\/\/www.wildix.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.wildix.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/www.wildix.com\/fr\/#organization","name":"Wildix","url":"https:\/\/www.wildix.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/www.wildix.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/www.wildix.com\/wp-content\/uploads\/2021\/09\/logo-1.svg","contentUrl":"https:\/\/www.wildix.com\/wp-content\/uploads\/2021\/09\/logo-1.svg","caption":"Wildix"},"image":{"@id":"https:\/\/www.wildix.com\/fr\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/groups\/wildixtechwizards\/?mibextid=6NoCDW","https:\/\/x.com\/wildix_"]}]}},"clean_content":"This document defines the terms, service level agreements, support eligibility and contractual responsibilities.Created: April 2018Updated: March 2026Permalink: https:\/\/wildix.atlassian.net\/wiki\/x\/8QvOAQIntroduction\u00a0These Terms and Conditions (\u201cAgreement\u201d) govern the relationship between Wildix and two distinct categories of users:Partners \u2013 entities authorized to resell, integrate, or manage Wildix solutions.Customers \u2013 end-users of Wildix products and services, who may engage with Wildix directly or via a Partner.DefinitionsWildix \u2013 refers to Wildix O\u00dc, a private limited company registered in Estonia, and any of its affiliated legal entities that provide Wildix products and services.Partner \u2013 a business entity that has entered into a commercial agreement with Wildix to promote, resell, distribute, install, support, or manage Wildix products and services for third parties. Partners are not considered Customers unless explicitly stated.Customer \u2013 the end-user (organization or individual) that utilizes Wildix products and services. Customers may access these services through a Partner or directly from Wildix.User \u2013 any individual authorized to access or use Wildix services on behalf of a Partner or a Customer.ART. 1 - SUBJECT OF THE CONTRACT\u00a01.1 The purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND.ART. 2 - DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL2.1 The contract is effective from the date of activation of at least one service.2.2 The duration of the contract is equal to the duration of the rent chosen. The contract is automatically renewed upon expiry for the same period.\u00a0ART. 3 - ACCESS REQUIREMENTS FOR CLASSOUND SERVICES\u00a03.1 In order to use the CLASSOUND services from WILDIX, the CUSTOMER must have access to an Internet connection that meets the minimum technical requirements of the subscribed services, i.e. at least 60 kbps, the Minimum Guaranteed Bandwidth for each simultaneous VoIP call to and from the CLASSOUND service.3.2 In order to use telephony services or services that provide for the sending of messages of any kind that include an indication of the sender (SMS\/MMS, A2P\/10DLC), the CUSTOMER must perform validation procedures. WILDIX reserves the right to: request the execution of these procedures, including for the provision of other services or for any anti-fraud checks; not activate services or to deactivate existing services if the CUSTOMER does not carry out these validation procedures. WILDIX reserves the right to suspend or deactivate services if the CUSTOMER fails to complete required validation procedures for telephony or messaging, including caller ID and campaign registration, as required by applicable law or carrier rules.3.3. The SLAs for the activation and portability of DIDs in CLASSOUND are reported here: CLASSOUND Activation Request.\u00a0ART. 4 - ACCESS CREDENTIALS4.1 WILDIX will provide, via the e-mail address specified by the CUSTOMER, the access credentials necessary to access WILDIX services and to keep all personal data updated (i.e. identification code, user ID and personal access key, Password).4.2 The CUSTOMER is required to keep and protect the access credentials with the utmost diligence, and is directly and exclusively responsible for any damage that their improper use may cause to WILDIX or to third parties.4.3 In case of loss or theft of the Password, the CUSTOMER must immediately notify WILDIX by e-mail, sending the report to the relevant authority no later than 3 days after the discovery of the loss or theft.ART. 5 - CLASSOUND DIDs AND VOICE AND FAX SERVICES5.1 The CUSTOMER acknowledges his right to claim the ability to port the number assigned by WILDIX to another operator according to the procedure established by the relevant laws and regulations. The conclusion of the transfer procedure does not imply the termination of the contract for the services provided by WILDIX.ART. 6 - TELEPHONE LINES ASSOCIATED WITH FAX AND VOICE NUMBERS6.1 The numbers assigned by WILDIX for fax and voice services can send and receive simultaneous calls in either direction, with a limit according to the user license.6.2 In the event that the networks or telephone lines connected to the WILDIX systems experience congestion or malfunction, calling users may receive a busy signal, although WILDIX does everything possible to avoid this result. Note, that guaranteed CLASSOUND restoration time (SRT) is 4 hours.ART. 7 - FEES AND PAYMENT METHODS7.1 The fees for goods and services are indicated on the order forms or the invoice.7.2 The invoice must be paid within the deadline and in the manner indicated. The invoice will be sent to the email address indicated by the customer in the table below.7.3 WILDIX reserves the right to modify fees; however, before doing so, WILDIX must promptly inform the CUSTOMER, who may withdraw from the Contract within sixty days. In the event that the CUSTOMER exercises the right of withdrawal, it will be necessary that the same pay the amount inherent to the period of time in which the services have been rendered according to the amount previously paid with respect to the last communication.7.4 WILDIX is not responsible for any taxes incurred by Partners. Partners must be compliant with local telecom service requirements with respect to laws and taxes within each jurisdiction they operate in.7.5 All purchases of WILDIX services, software licenses, and equipment are final. Charges are not refundable, and no cancellations, returns, or credits will be accepted once an order is confirmed. This policy applies to all purchases made directly from WILDIX or through authorized resellers, unless otherwise explicitly stated in writing by WILDIX or required by applicable law.7.6 Messaging & Telemarketing Pass-Throughs. Messaging-related surcharges, carrier or registry fees (including 10DLC registrations, messaging surcharges, and short code fees), and state registration\/bonding costs are payable by the CUSTOMER and may be invoiced as pass-throughs.7.7 Regulatory Cost Recovery. WILDIX may recover changes to government-imposed assessments (e.g., USAC, E911, state\/local telecom fees) effective as of the date such changes take effect.7.8 Registration Failures. If the CUSTOMER fails to maintain required state registrations\/bonds, they remain liable for all related traffic, surcharges, and penalties.7.9. Service Activation & Response Obligations7.9.1 Billing start.Charges for CLASSOUND services shall commence on the date of activation of the applicable CLASSOUND service (the \u201cActivation Date\u201d). The Activation Date is the date on which Wildix completes the technical activation or portability procedures.7.9.2 Partner documentation and obligation to cooperate.The Partner must promptly provide any documents, information or authorizations reasonably requested by Wildix or by competent telecommunications or regulatory authorities that are necessary to lawfully activate, port, supply or maintain CLASSOUND services (including, without limitation, letters of authorisation, identity or address evidence, tax or regulatory documentation). Failure to provide such documentation in the time and form requested, or failure to respond to Wildix\u2019s reasonable enquiries, constitutes Partner non-responsiveness.7.9.3 Effect of Partner non-responsiveness.If the Partner is non-responsive or otherwise unable to deliver required documentation, Wildix may, in its discretion and subject to applicable law and regulatory requirements, suspend, restrict or terminate the affected service(s) and\/or DIDs. Notwithstanding any suspension, restriction or termination, and except as otherwise required by applicable law or by a competent regulatory authority, the Partner remains liable for all fees and charges for the affected CLASSOUND services from the Activation Date until the earlier of: (a) the date on which Wildix receives and processes a formal written cancellation request from the Partner in accordance with these Terms; or (b) the date on which the Partner timely provides the required documentation and Wildix resumes or continues the service. All fees will be invoiced and payable in accordance with ART. 7 (Fees and Payment Methods).7.9.4 Regulatory compliance.Wildix\u2019s rights under this Article are without prejudice to Wildix\u2019s obligation to comply with applicable telecommunications, tax, data-protection and public-security laws and with directions issued by competent regulatory authorities in the jurisdictions where the service is provided, including the United States, the United Kingdom and the member states of the European Union.ART. 8 - OBLIGATIONS OF THE CUSTOMER AND CORRECT USE OF CLASSOUND SERVICES8.1 The CUSTOMER may in no case use the services for illegal purposes and\/or to cause nuisance to third parties.\u00a0In the case of a violation of national or international laws, WILDIX may, at its discretion, immediately suspend the services, without anything being owed to CUSTOMER; in particular, the CUSTOMER will have no right to a refund, not even partial, of the subscription fee. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.8.1-bis Messaging Compliance. The CUSTOMER warrants that all messaging (SMS\/MMS\/A2P\/10DLC) sent via the Services complies with Article 23 and applicable laws (consent, opt-outs, quiet hours, registrations).8.1-ter Proof of Consent. The CUSTOMER must provide proof of consent, opt-out logs, and do-not-call compliance records upon request. Failure to provide such proof may result in suspension or termination.8.1-quater Billing on Behalf (BoB). Where the CUSTOMER uses Billing on Behalf, they are responsible for ensuring downstream parties comply with all telecom and messaging laws. The CUSTOMER indemnifies WILDIX against liability from partner\/reseller violations.8.2 It is expressly forbidden to use WILDIX's services and systems to carry out, over telephone traffic, arbitration activities, or in general to develop telecommunications traffic by which one may obtain advantages, bonuses, credit, money or similar benefits for oneself or third parties merely by sending and\/or receiving communications of any kind, even those which are received but not replied to. It is forbidden to use WILDIX systems in any way in order to obtain advantages for oneself or for others, including but not limited to by means of telephone calls or SMSes sent to numbers such as mobile or fixed network numbers with so-called \"auto top-up\" or \"reward\" offers, or to \"premium\" or \"personal number\" or \"shared cost\" numbers in any country, which return money or credit or benefits to the holder of the number or to whoever uses it. It is forbidden to use WILDIX services to automatically generate outbound call campaigns with or without the recipient\u2019s response. In such cases, WILDIX may, at its discretion, immediately suspend the services and invoice the CUSTOMER for any additional costs and expenses incurred for the characteristics of the traffic developed, without anything being owed to the CUSTOMER. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.8.3 The CUSTOMER may not in any way transfer this contract to third parties, either free of charge or for consideration, without the prior written consent of WILDIX.8.4 The service is provided by WILDIX solely in favor of the CUSTOMER, who therefore remains solely responsible for allowing use of the service to third parties. The CUSTOMER shall inform anyone who uses the WILDIX services that the CUSTOMER is allowed to review in detail the traffic carried through the service, including all the numbers which are sending calls and all numbers receiving calls.8.5 The CUSTOMER shall use the numbering assigned to him in compliance with the regulations applicable in the country where the DIDs are assigned. WILDIX reserves the right at any time to carry out checks regarding compliance with the aforementioned rule, which may be manual or automatic, even should technical means be at its disposal. If WILDIX detects use of the numbers that does not comply with regulations, WILDIX may revoke the use of the number to the CUSTOMER and terminate the existing contract, without anything being due to him.8.6 In the event of the development of traffic deemed anomalous by WILDIX, or in the event of the triggering of automatic or manual anti-fraud systems by WILDIX that lead to suspicion of even potential fraud, or of illicit activity or contractual violation, or in the event that technicians may put the infrastructure of WILDIX or other operators at risk, WILDIX may suspend, even selectively, the services provided to the CUSTOMER without anything being owed to the same. WILDIX will reactivate the services if verifications do not confirm the suspicions. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected.8.7 If WILDIX detects usage of the service that does not comply with the regulatory provisions governing call center activities, it may suspend the service, even in the face of mere suspicion, and, once the abuse has been ascertained, may revoke the use of the number by the CUSTOMER and terminate the existing contract, without anything being owed to the latter.ART. 9 - LIMITATION OF LIABILITY AND INDEMNITY9.1 WILDIX will not be liable \u2014 neither to the CUSTOMER nor to subjects that are directly or indirectly connected to the CUSTOMER himself \u2014 for delays, malfunctions, suspensions and\/or interruptions in the provision of the Service caused by: \u200b\u200bforce majeure or unforeseeable circumstances; tampering with or interventions in services or equipment carried out by the CUSTOMER or by unauthorized third parties; failure by the CUSTOMER to comply with the conditions of access to the Service; incorrect use of the services by the CUSTOMER; malfunctions from the connecting devices; use by the CUSTOMER of incompatible tools and\/or programs (software); connectivity malfunctions dependant upon another operator.\u00a09.2 WILDIX, having no control over the equipment involved, is in no way responsible for disruptions caused by switching errors on a public telephone network which involve the delivery of calls to WILDIX using an incorrect destination telephone number.9.3 WILDIX is never in any way responsible for malfunctions in CLASSOUND services that are attributable to an incorrect\/inappropriate\/incompatible configuration by the CUSTOMER, or to any part of the network not under the control of WILDIX, including malfunctions due to the infrastructures of third-party operators.9.4 WILDIX is never in any way responsible for telephone calls made by its customers. The CUSTOMER explicitly indemnifies WILDIX about any possible request for damages by third parties regarding the content of his messages or telephone calls.9.5 WILDIX is in no way responsible for any damage that may arise to the CUSTOMER or to third parties due to the assignment, pursuant to regulatory provisions, of numbers previously attributed to others.9.6 WILDIX is in no way responsible for any improper use of numbers by the CUSTOMER, who indemnifies WILDIX from any request for compensation or sanctions by the regulatory authority or third parties.9.7 In any case, WILDIX is not responsible for damages caused by breakdowns, interruptions or overloads of the electric, telephone, national and international lines that prevent the regular use of the Services.9.8 WILDIX cannot in any way be held responsible for any of its obligations under the terms of this contract if such failure is caused or derives from an event of force majeure without any limitation, including but not limited to the following examples: fire, flood, strike, cable or fiber cuts, lightning, civil unrest, governmental or military authority acts, changes in law, terrorism, force majeure, and prolonged periods of general power outage; nor can it be responsible for non-fulfillment by third parties that affect the functioning of the Services.9.9 Without prejudice to the indemnity provided for by Art. 9.4, no compensation for damages can be requested from WILDIX for direct and\/or indirect damages caused by the use or non-use of the Services.9.10 The CUSTOMER relieves WILDIX from any responsibility for any attacks and\/or intrusions by third parties from the network through the equipment with which the service is provided. The CUSTOMER declares that he is aware that third parties can access systems via the Internet and can overcome the security of the systems to use them improperly and cause damage to third parties. In the event that WILDIX detects an intrusion attempt through the accesses and data it lawfully disposes of for the provision of the service, it may interrupt the service, without any obligation, until the CUSTOMER takes steps to implement the measures necessary to prevent the situation from persisting. The CUSTOMER shall hold harmless from any direct and\/or indirect damage as well as the payment of any charge, expense, indemnity or any prejudice that may be suffered by WILDIX or the employees or collaborators of the parties or other subjects who use the services or even those who are only connected or occasioned by the execution of this contract by their employees and\/or collaborators, consultants, their representatives as well as their substitutes, even on an extra-contractual basis.ART. 10 - PROTECTION OF PERSONAL DATA10.1 Given that the rule for the protection of personal data applies to the processing of data relating to natural persons, WILDIX indicates that personal data of employees and collaborators of the CUSTOMER are collected for the following purposes:sending newsletters;customer reference;accounting purposes;commercial information;The data are stored electronically and accessed by WILDIX employees and collaborators who have been appointed for the processing for this purpose.The parties, by signing this contract, mutually acknowledge and confirm that any processing of personal data that derives from the execution of this contract will be carried out solely for the purposes related to such execution.WILDIX may use automated and AI-driven tools to analyze metadata (not message content, unless required by law) to detect fraud, ensure quality of service, and comply with regulatory obligations, in compliance with GDPR\/CCPA.10.2 The CUSTOMER may modify and update his personal data by means of a written request to WILDIX.ART. 11 - CONFIDENTIALITY OF TRANSITED INFORMATION AND MESSAGES\u00a011.1 Without prejudice to the provisions of the previous point, each party shall keep secret all information acquired in relation to the supply relationship. Each party takes every necessary precaution in order to safeguard the confidentiality and secrecy of such information and to prevent its disclosure to third parties, and will limit its communication only to employees and consultants who have an effective need to know it for the purposes referred to in this supply relationship in compliance with the need to know principle, undertaking not to disclose the information to third parties, not to make it public or accessible by any other means unless it is expressly permitted with written consent issued by the party making the disclosure or delivery of information; it being understood that each party will not be deemed in breach of the provisions of this article as a result of communications made in compliance with the provisions contained in any rule or regulation or order promulgated by public authorities having jurisdiction over it in relation to the execution of this Agreement and to the operations envisaged therein. Each party ensures that these commitments are also respected by its directors, statutory auditors, employees, promoters and consultants to whom such information has been communicated. The confidentiality obligations set forth herein will cease at the end of the first year from the date of termination of the effectiveness of this Agreement.11.2 WILDIX shall not access and\/or intercept the content of the messages and\/or the telephone calls transmitted through its systems, and shall not communicate it to third parties, except in the cases provided for by law at the request of the Judicial and Police Authorities. Similarly, it complies with the law for the management of traffic data. The CUSTOMER may request the publication of his personal data from the telephone directories in accordance with the relevant legislation and regulations.11.3 The CUSTOMER appoints WILDIX responsible for the processing of the identification data of the telephone communications received by the user. WILDIX will keep such data for the time requested by the CUSTOMER. WILDIX will protect such data with the organizational and logical measures required by law.11.4 Communications Security. As part of the telecommunications service provided, adequate security measures are adopted to protect communications. Nevertheless, there may be situations that allow unauthorized third parties to learn the content of the same even unintentionally. In particular, unless encryption systems are adopted, the messages circulate on the networks in the clear and the networks prove to be easily attacked despite the adoption of up-to-date protection systems.ART. 12 - CONTRACTUAL MODIFICATIONS12.1 WILDIX may implement modifications with immediate effect where necessary to comply with changes in law, regulator\/carrier requirements, or court orders. If such a change materially and adversely affects the CUSTOMER, they may terminate only the affected Services without penalty within 30 days. WILDIX will refund prepaid unused fees for terminated Services.ART. 13 - EXPRESS TERMINATION CLAUSE13.1 - The violation of the following provisions involves the termination of the contract:\u00a0use of services for illegal purposes and\/or to cause a nuisance to third parties;\u00a0use of the services for telephony arbitrage or similar activities;use of numbering in a way that does not comply with legal and regulatory provisions;\u00a0fraud or technical problems that put the WILDIX infrastructure at risk;\u00a0use of services in violation of the regulations governing call center activitiesART. 14 - SUPPORT MISSION14.1 The mission of WILDIX Technical Support is to provide an excellent service to our Partners during the deployment and after the deployment of WILDIX Solutions. WILDIX Technical Support does not provide pre-sales support, which is performed by our Sales Teams, or provide information included in the documentation.14.2 To support this mission, we publish the terms and conditions of delivering Technical Support services which help our Partners set the right expectations in regards of WILDIX Technical support services.14.3 WILDIX Technical Support teams work closely with NOC Engineers, whose mission is:proactive WILDIX Systems monitoring and analysis of crash reports;analysis and resolution of Critical issues which arrive outside Support Hours;14.4 In addition to the Technical Support service, WILDIX offers a wide range of self-help resources, available for everyone, including WILDIX Partners, Resellers and End Users: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:\u00a0https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/overview;New releases and system updates:\u00a0https:\/\/www.wildix.com\/new-releases-and-updates\/;14.5 WILDIX retains the prerogative to engage in direct communication with the Partner's End Customers if the Partner does not address the presented matters in a timely manner or is unable to resolve them satisfactorily.ART. 15 - SUPPORT ELIGIBILITY15.1 WILDIX direct Technical Support service is available for the following type of Partners:WILDIX Diamond Business PartnerWILDIX Platinum Business PartnerWILDIX Gold Plus Business PartnerWILDIX Gold Business PartnerWILDIX Silver Business PartnerWILDIX Bronze Business Partner (Ticket submission is limited to: unreachable Cloud PBXs, password reset requests, and CLASSOUND-related telephony outages. For all other cases, see 15.2)15.2 Bronze Partners and Resellers must refer to their assigned Platinum or Gold Business Partner for technical support. 15.3 WILDIX system end-users must refer to the System Integrator (WILDIX Partner or Reseller) who installed the WILDIX System. \u00a0ART. 16 - SUPPORT HOURS16.1 Support hours for processing new tickets are Monday through Friday 9:00 a.m. to 6:00 p.m. EST \/ CET.16.2 Extended support service only for Critical issues is available 24 hours \/ 7 days per week.16.3 Ticket response time based on ticket class of service (CoS).\u00a0Response 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:Assigned CoSExplanationTicket response goalsCriticalCall drops which are not caused by a operatorCloud system is unreachableBusiness operations severely impacted with no workaroundWithin 30 minutes during Support Hours NOTE: For Critical issues outside Support Hours, please use Phone.StandardAll other ticketsWithin the same working day, or on the next working day for the tickets created outside Support Hours16.4 Extended Support Service for Critical issues.\u00a0Extended Support Service is available only for Critical issues, such as:WILDIX UC Cloud Platforms, WMP, Website not available;Customers Business operations severely impacted with no workaround;16.5 Extended Support Service does NOT cover:reports of non critical problems;issues with operators (partner must check beforehand if the issue can be reproduced with another operator);HW replacement or checks on faulty HW;checks on internet connectivity;standard activities covered by Support and which must be planned in advance (deployment questions, integration analysis, bugs reports);16.6 Extended Support Service is provided by phone, 24 hours a day \/ 7 days a week, only in English language.16.7 To interact with Extended Support Service outside Support hours, please call:USA: +16144841546;UK: +443300563663;Italy: +39 0461 1715112;D\/A\/CH countries: +49 89 2000 60 65;France and francophone countries: +33 1 76 74 79 83;Spain\u00a0+34932202994;16.8 Once a new ticket arrives outside Support Hours, the responsible NOC engineer investigates the issue and, in case the ticket qualifies for Critical CoS, tries to resolve the ticket immediately or provide a workaround. ART. 17 - HOW TO INTERACT WITH SUPPORT17.1 According to the Partner Status and eligibility requirements defined in Art. 15, partners can reach Technical Support through the following channels:ticketing System via Salesforce Partner Community (accessible at www.bewildix.com)phone callKite serviceemail - only for follow up on an existing ticketIMPORTANT: no new tickets can be opened via email starting from June 2018!17.2 Ticketing System.\u00a0For convenience, ticket are divided into two types:\u00a0Technical Support, related to all technical issues;\u00a0Note: in case of any critical issues with CLASSOUND incoming\/ outgoing calls, please submit Tech support ticket or call the local support line (see the phone numbers in 17.6)\u00a0to have it processed with higher priority.Customer Care, related to the following issues:Billing (delivery document dispute, invoice, dispute, credit note request, request tax break-down for invoice\/quote (US\/CA only) etc);CLASSOUND (order status, DID cancellation, general questions, set or update CNAM (US\/CA only) etc).\u00a0HWaaS (general question,\u00a0PBX 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);Feature request;Note: some Customer Care operations can be extra charged, check the list in Customer Care FAQ17.3 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.17.4 Customer Care can be reached via ticketing system only and all requests are accepted only in English. Submitted requests are reviewed during one business day. Resolution time depends of ticket complexity and topic.17.5 How to open a ticket to WILDIX Technical Support or Customer Care from Salesforce Partner Community: Access Salesforce Partner Community\u00a0using your credentialsOn the Home page, click Submit a Case:\u00a0Select type of your caseCustomer Care: resolve billing issues, check invoices and ensure your account is up to dateCustomer Success: escalate your issue to Customer Success Specialist teamFeature Request: ask for additional features or integrations with our feature request optionHWaaS Management: request to cancel, replace or upgrade HWaaS devicesTech Support: report technical issues and get help with all aspects of the Wildix Blue ecosystemChoose\u00a0Case Reason\u00a0(e.g. Billing \/ HWaaS \/ Orders \/ CLASSOUND, etc.), Category and Sub-category (where available)\u00a0Search for the necessary PBX or device and select it from the list\u00a0Fill out the\u00a0Subject\u00a0and\u00a0Description fields, entering\u00a0all the information related to the request:The WMS version and\u00a0FW versions of all the devices related to the ticket for Technical SupportAny additional information and attachments (invoices, delivery docs, order numbers etc) for both Technical Support and Customer CareOnce the information is provided and any files that are relevant for the case are attached (if needed), click\u00a0Submit: After you have opened a ticket, you can:reply to your ticket by email or from Salesforce Partner Community to provide any additional information track the status of your ticket in Salesforce Partner Communitygive feedback on a ticketPlease note that the following information is essential for support inquiries so that the request can be processed as soon as possible:IP address of the remote maintenance or *.wildixin.com address of the PBXLogin credentialsWMS version of the PBX and optionally FW of the Wildix devicesExact error description and diagnostics done so farTraces with examples and information to address the issue; e.g. users involved in a call (caller and called numbers) and time of the call itselfTo leave feedback about a ticket:On the page of the case in Salesforce Partner Community, you can find the section\u00a0Please, rate our service. Rate the service, leave a comment if you wish and click\u00a0Submit:17.6 Phone.\u00a0You 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):\u00a0USA: +16144841546;UK: +443300563663;Italy: +3904611715112;D\/A\/CH countries: +498920006065;France and francophone countries: +33176747983;Spain:\u00a0+34932202994;17.7 Kite.\u00a0Use 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\/57;Italy: https:\/\/kite.wildix.com\/ucit\/65;D\/A\/CH countries: https:\/\/kite.wildix.com\/ucit\/66;France and francophone countries: https:\/\/kite.wildix.com\/ucit\/67;Spain: https:\/\/kite.wildix.com\/ucit\/54;UK: https:\/\/kite.wildix.com\/ucit\/64;US: https:\/\/kite.wildix.com\/ucusa\/25;17.8 Facebook Groups.\u00a0WILDIX Tech Wizards group is open for everyone and intended for: new feature requests;requests of additional information, documentation requests;doubts, Ideas, sharing of experience, installations photos;WILDIX Beta releases is reserved to Wildix Partners and is intended for:bug reports;questions about beta releases;questions about integrations;17.9 Please do not use Facebook groups to report a Critical issue (such as cloud system is unreachable, call drops which are not caused by the operator, business operations severely impacted without workaround). Use phone or Ticketing system instead. \u00a0ART. 18 - PROACTIVE SYSTEM MONITORING AND CRASH REPORTS18.1 WILDIX NOC Engineers perform continuous system monitoring 24\/7, investigate crash reports, and intervene in case a problem with any client PBX has been revealed by the monitoring system. 18.2 In case a problem has been revealed, the following actions are undertaken:identify the CoS of the issue; issues which have been identified as Critical are immediately taken into analysis, even if revealed outside Support Hours;find all the information related to the PBX, including Serial, Country, Partner, information about the issue;partner is contacted by creating a ticket or by phone;ART. 19 -\u00a0SYSTEM MAINTENANCE AND GLOBAL PROBLEMS19.1 You can check WILDIX system status for its services here\u00a0https:\/\/statuspage.wildix.com\/.19.2 NOC Engineers report on WILDIX Tech Wizards Facebook groups:planned system maintenances;global problems with WILDIX services;ART. 20 - SERVICE AVAILABILITY20.1 The availability commitment for the WILDIX services is 99.99%, disregarding any scheduled periods of unavailability for preventive maintenance notified in advance.20.2 The availability of the WILDIX services is calculated daily and it\u2019s available here: https:\/\/statuspage.wildix.com\/. It measures whether the technical interfaces are operational and not user perceptions.20.3 If WILDIX breaches the availability commitment set out above, through its sole fault, the amount payable for the SaaS will be reduced in accordance with the following principles (the reduction will be applied to the next invoice issued by WILDIX):Service availability rate (calculated monthly)Effective payment\/Amount of the user licence 99% or higher 100% between 90% and 99% 90% between 80% and 90% 70%between 70% and 80% 50%lower than 70% 0%ART. 21 - HWaaS AGREEMENT\u00a0Download the Agreement:\u00a0https:\/\/drive.google.com\/drive\/u\/1\/folders\/1a_bTcHIZrxz-ERSkW5vupAma6TA92F4_WILDIX Unified Communications As A Service AGREEMENTThe use of SW and HW as a Service is a pillar of the future economy. End customers can enjoy a top-level experience in Unified Communications without owning assets while utilizing completely risk-free and always-updated business communications services.Why are companies like yours are moving away from buying products to using products As A Service?ROI and flexibility are factors, for sure, but everyone is missing the main point that is moving everything in this direction.Theodore Levitt (1925-2006) was an American economist and a professor at Harvard Business School, and he is famous for this quote:\u00a0\u201cPeople don't want to buy a quarter-inch drill, they want a quarter-inch hole.\u201dLevitt said this in the \u201860s, and it took 50 years for us to really understand it. There is one obvious fact about this quote and one not-so-obvious consequence:The customer is buying a hole\u00a0The vendor is not selling a hole \u2014 for 50 years they kept selling a drillWith the service economy, what you are buying (the hole) is what the vendor is selling (the hole, not the drill).\u00a0For the first time, you have a real alignment between yourself and your provider. Your interest in the communications system is that it allows you to increase revenue and\/or decrease costs. Every month you can evaluate its effectiveness, so it becomes in our primary interest that you renew the service every month.\u00a0\u00a0\u00a0Why should you use WILDIX UCC Hardware as a Service?That\u2019s easy:\u00a0You can use it in an unlimited capacity at a fixed priceYou will get the newest equipment with no additional costsWildix quality assurance covers broken productsWildix quality assurance covers you with a fire & theft policyYou have no responsibilities other than to use the equipment in the right environmentYou can enjoy this cutting-edge technology in the most convenient way possible\u00a0Join the Hardware as a Service program and focus only on your business results; we will be at your side to ensure you reach them.WILDIX HARDWARE AS A SERVICE AGREEMENTTHIS HARDWARE AS A SERVICE AGREEMENT (this \"Agreement\") dated on ________ day of ________________, ________BETWEEN: \u00a0WILDIX PARTNER name \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0of WILDIX PARTNER ADDRESS(the \"Lessor\")\u00a0OF THE FIRST PART\u00a0- AND -CUSTOMER name \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0of CUSTOMER ADDRESS(the \"Lessee\")\u00a0OF THE SECOND PART\u00a0(the Lessor and Lessee are collectively the \"Parties\")\u00a0IN CONSIDERATION OF the mutual covenants and promises in this Agreement, the receipt and sufficiency of which consideration is hereby acknowledged, the Lessor leases the Equipment to the Lessee, and the Lessee leases the Equipment from the Lessor on the following terms:\u00a0List of Annexes\u00a021.1 Annex A includes the list of devices covered by this HWaaS agreement. It includes the product\u2019s model, description, and serial number.\u00a0Definitions21.2 The following definitions are used but not otherwise defined in this Agreement:\u00a0\"Equipment\" means Wildix Telecommunication devices which are listed in Annex A.Lease21.3 The Lessor agrees to lease the Equipment to the Lessee, and the Lessee agrees to lease the Equipment from the Lessor in accordance with the terms set out in this Agreement.\u00a021.4 The ownership of the equipment is not transferred to the Lessee under any circumstance. The owner of the equipment is and will be Wildix EE OU \u2014 registered in Tallinn Estonia when the Lessee office is based in Europe and Wildix Limited \u2014 registered in Coventry, West Midlands when the Lessee office is based in the United Kingdom.\u00a0Term21.5 The Agreement commences on _______________________ and will continue indefinitely on a month-to-month \/ year-to-year basis or on the basis of a 5-year agreement (the \"Term\").21.6 The quantity and kind of equipment can be changed at any time upon request of the Lessee. Quantity can not be reduced for 6 months within the delivery to the Lessee. Equipment can not be exchanged with a different model for 6 months within the delivery to the Lessee.\u00a0Price of the service21.7 The recurring fee, exclusive of sales tax or VAT, will be paid in installments each month\/year, in advance, beginning on (start date)_________________ and will be paid on the 1st day of each succeeding month \/ on the (day and month) ________ of each succeeding year throughout the Term (the \"recurrent fee\").\u00a0 The invoicing for the new product will start 14 days after the order (the period of time calculated for receiving the new product and deploy it).\u00a0\u00a0Delivery of Equipment21.8 The Lessor will, at the Lessor's own expense and risk, deliver\/pick up the Equipment to the Lessee at (Lessee address or addresses) __________________________________________________.Use of Equipment21.9 The Lessee will use the Equipment in a good and careful manner and will comply with all of the manufacturer's requirements and recommendations respecting the Equipment and with any applicable law, whether local, state or federal respecting the use of the Equipment, including, but not limited to, environmental and copyright law.21.10 The Lessee will use the Equipment for the purpose for which it was designed and not for any other purpose.21.11 Unless the Lessee obtains the prior written consent of the Lessor, the Lessee will not alter, modify or attach anything to the Equipment unless the alteration, modification, or attachment is easily removable without damaging the functional capabilities or economic value of the Equipment.Repair and Maintenance of Equipment21.12 The Lessor will propose an Equipment replacement any time there is a new model with significant improvements for the Lessee and at no cost for the Lessee.\u00a021.13 The Lessee will keep the Equipment in good repair, appearance, and condition, normal and reasonable wear and tear excepted.21.14 The Lessee can ask the Equipment to be replaced with new ones at any time if the wear status makes its appearance not good enough for the intended use.\u00a0\u00a0Warranties21.15 The Equipment will be in good working order and good condition upon delivery.21.16 The Equipment is of merchantable quality and is fit for the purpose of VoIP PBX and Unified Communication & Collaboration.Loss and Damage21.17 The products will be replaced in any situation for free, including product defects, accidental damages, voluntarily damages inflicted by the operating personnel, and fire events,\u00a0 so long as it\u2019s possible to identify the product and the label with the serial number. In case of theft, fire, or other events that make it impossible to read the original Equipment label information, the same is replaced by the report to the police authority that includes the events that occurred in the destruction or theft of the equipment and the serial numbers. The new product will be shipped within one working day, the defective product will be picked up by the Lessor, transport expenses will be invoiced to the Lessee at cost.\u00a021.18 The Lessee is NOT responsible for:\u00a0Any damage to the Equipment, including that which is inflicted voluntarily or through negligence by operating personnel.\u00a0Loss of the Equipment as a consequence of theft or fire, resulting in a complete loss of the Equipment and its label. (To get a replacement product, a copy of the report including product model and serial number filed to the police must be provided.)\u00a0\u00a021.19 The Lessee is responsible for:\u00a0The complete loss of the Equipment that is not the consequence of fire or theft.Damage to the products caused by use in an environment they are not designed for. For example, the use of W-AIR Basic and W-AIR Office handsets is different from the use of the W-AIR LifeSaver in production environments with regard to the risk of water spills, dust, and falls.\u00a0Ownership, Right to Lease and Quiet Enjoyment21.20 The Equipment is the property of WILDIX and will remain the property of WILDIX.21.21 The Lessee will not encumber the Equipment or allow the Equipment to be encumbered or pledge the Equipment as security in any manner.21.22 The Lessor warrants to have the right to lease the Equipment according to the terms in this Agreement.21.23 The Lessor warrants that as long as no Event of Default has occurred, the Lessor will not disturb the Lessee's quiet and peaceful possession of the Equipment or the Lessee's unrestricted use of the Equipment for the purpose for which the Equipment was designed.Surrender21.24 At the end of the Term or upon earlier termination of this Agreement, the Lessee will make the Equipment available for pick up at the address as indicated at \u201cDelivery of Equipment\u201d. If the Lessee fails to make the Equipment available for pick up, the Lessee will pay to the Lessor any unpaid service fee for the Term plus the Casualty Value of the Equipment plus 10% of the Casualty Value, at which point ownership of the Equipment will pass to the Lessee.Insurance21.25 The insurance coverage is provided by the Lessor. The only event that is not covered is the complete loss of the Equipment. If the Lessee has other insurance coverages that cover the same equipment, the Lessee insurance will be used prior to the Lessor insurance.\u00a0Indemnity21.26 The Lessee will indemnify and hold harmless the Lessor against any and all claims, actions, suits, proceedings, costs, expenses, damages, and liabilities, including attorney's fees and costs, arising out of or related to the Lessee's use of the Equipment.Default21.27 The occurrence of any one or more of the following events will constitute an event of default (\"Event of Default\") under this Agreement:\u00a0The Lessee fails to pay any amount provided for in this Agreement when such amount is due or otherwise breaches the Lessee's obligations under this Agreement.The Lessee becomes insolvent or makes an assignment of rights or property for the benefit of creditors or files for or has bankruptcy proceedings instituted against it under the Federal bankruptcy law of the United States or another competent jurisdiction.A writ of attachment or execution is levied on the Equipment and is not released or satisfied within 10 days.Remedies21.28 On the occurrence of an Event of Default, the Lessor will be entitled to pursue any one or more of the following remedies (the \"Remedies\"):\u00a0Take possession of the Equipment, without demand or notice, wherever the same may be located, without any court order or other process of law. The Lessee waives any and all damage occasioned by such taking of possession.Terminate this Agreement immediately upon written notice to the Lessee.Pursue any other remedy available in law or equity.Entire Agreement21.29 This Agreement will constitute the entire agreement between the Parties. Any prior understanding or representation of any kind preceding the date of this Agreement will not be binding on either Party except to the extent incorporated in this Agreement.Address for Notice21.30 Service of all notices under this Agreement will be delivered personally or sent by registered mail or courier to the parties registered addresses.\u00a0Interest21.31 Interest payable on any overdue amounts under this Agreement will be at a rate of 10.00 percent per annum or at the maximum rate allowed under applicable legislation, whichever is lower.Interpretation21.32 Headings are inserted for the convenience of the Parties only and are not to be considered when interpreting this Agreement. Words in the singular mean and include the plural and vice versa. Words in the masculine mean and include the feminine and vice versa.Governing Law21.33 It is the intention of the Parties to this Agreement that this Agreement and the performance under this Agreement, and all suits and special proceedings under this Agreement, be construed in accordance with and governed, to the exclusion of the law of any other forum, by the laws of the State of (Country of the Lessee)____________________________, without regard to the jurisdiction in which any action or special proceeding may be instituted.Severability21.34 In the event that any of the provisions of this Agreement are held to be invalid or unenforceable in whole or in part, those provisions to the extent enforceable and all other provisions will nevertheless continue to be valid and enforceable as though the invalid or unenforceable parts had not been included in this Agreement and the remaining provisions had been executed by both Parties subsequent to the expungement of the invalid provision.General Terms21.35 Neither Party will be liable in damages or have the right to terminate this Agreement for any delay or default in performance if such delay or default is caused by conditions beyond its control including, but not limited to Acts of God, Government restrictions, wars, insurrections, natural disasters, such as earthquakes, hurricanes or floods and\/or any other cause beyond the reasonable control of the Party whose performance is affected.Notice to Lessee21.36 NOTICE TO THE LESSEE: This is a lease. You are not buying the Equipment. Do not sign this Agreement before you read it. You are entitled to a completed copy of this Agreement when you sign it.\u00a0 IN WITNESS WHEREOF WILDIX PARTNER and CUSTOMER have affixed their signatures by a duly authorized officer under seal on this ________ day of ________________, ________ \u00a0______________________________(Witness)\u00a0WILDIX PARTNERPer: ____________________ (c\/s)\u00a0______________________________(Witness)\u00a0CUSTOMERPer: ____________________ (c\/s)\u00a0ART. 22 - CAPEX AGREEMENT\u00a022.1 Subject of the AgreementThis Article governs the terms and conditions under which WILDIX sells hardware devices (\u201cCAPEX Devices\u201d) on a capital expenditure basis to the Customer, either directly or through an authorized Partner.22.2 Nature of PurchaseAll CAPEX Device purchases are final. Once an order is confirmed, no cancellations, returns, or refunds are permitted, except where required by applicable law.22.3 Warranty Coveragea) CAPEX Devices purchased after 1 July 2022 include a standard one (1) year warranty, covering defects in materials and workmanship under normal use.b) For CAPEX Devices purchased with an extended five (5) year warranty agreement (before July 01 2022), coverage is valid for five (5) years from the date of purchase. A copy of the signed warranty contract must be provided when submitting an RMA for devices over one (1) year old.c) CAPEX Devices purchased more than five (5) years prior to the RMA request are not eligible for warranty service or RMA.22.4 Exclusions from WarrantyThe warranty does not cover:i. Damage caused by misuse, neglect, accidents, unauthorized modifications, or operation in unsuitable environments;ii. Normal wear and tear;iii. Loss or theft of the equipment.22.5 RMA Procedure for CAPEX Devicesa) To request warranty service, the Customer or Partner must initiate an RMA via the Salesforce Partner Community, selecting the \u201cRMA CAPEX\u201d option and providing all required details, including the fault description, proof of purchase, and (if applicable) the signed five (5) year warranty agreement.b) In the United States, after creating the RMA, the Partner must send an email to logistics@wildix.com with the RMA number, weight, and dimensions of the return shipment to receive a return label.c) Replacement devices will be shipped upon receipt and verification of the defective unit. If no replacement is available, WILDIX may provide an equivalent refurbished device or issue a credit note.22.6 Conversion to HWaaSOperational CAPEX Devices may be converted to Hardware-as-a-Service (HWaaS) at any time without charge via the WILDIX Portal. The HWaaS model provides additional flexibility for exchange, return, or upgrade. Non-operational devices cannot be converted.22.7 Customer ObligationsThe Customer must:i. Install, operate, and maintain CAPEX Devices in accordance with WILDIX\u2019s specifications;ii. Retain proof of purchase for warranty purposes;iii. Submit RMA requests promptly upon identifying a defect;iv. Provide complete and accurate information to enable timely processing of warranty claims.22.8 Limitation of LiabilityWILDIX's liability for CAPEX Devices is strictly limited to repair, replacement, or issuance of a credit note in accordance with these Terms. WILDIX shall not be liable for indirect, incidental, or consequential damages, including but not limited to loss of business, revenue, or data.22.9 Governing LawThis CAPEX Agreement shall be governed by and construed in accordance with the laws applicable under Art. 21.33 of this Agreement, unless otherwise specified in the applicable Partner or Customer contract.ART. 23 - MESSAGING AND TELEMARKETING COMPLIANCE23.1 Scope and ApplicabilityThis Article applies to any use of messaging services provided by WILDIX, including but not limited to SMS, MMS, Application-to-Person (A2P) messaging, 10DLC campaigns, short codes, and any other text or multimedia messaging functionality made available through the Services. It governs both direct use by the CUSTOMER and indirect use through any Partner, reseller, contractor, or other third party acting on behalf of the CUSTOMER.23.2 Compliance with LawThe CUSTOMER shall at all times comply with all applicable laws and regulations relating to telemarketing and messaging, including, without limitation, the U.S. Telephone Consumer Protection Act (TCPA), Federal Communications Commission (FCC) rules and orders, state telemarketing laws (including so-called \u201cmini-TCPA\u201d statutes such as Texas Business & Commerce Code Chapter 302 as amended by SB 140), do-not-call registry requirements, and any similar regulations in other jurisdictions. WILDIX may update this Article from time to time under Article 12 in order to reflect changes in applicable law or regulatory requirements.23.3 Consent StandardsThe CUSTOMER shall obtain and maintain valid, prior express written consent from each recipient where required by law before sending any marketing or promotional messages. Such consent must be clear, unambiguous, and not a condition of purchase. The CUSTOMER must retain verifiable records of consent and related opt-out requests for no less than four (4) years or for the period required by applicable law.23.4 Opt-Out MechanismEvery marketing or promotional message sent by the CUSTOMER shall contain a clear and functional opt-out mechanism (for example, \u201cReply STOP to opt out\u201d). All opt-out requests must be honored immediately, or within the legally mandated timeframe, and the CUSTOMER must maintain and actively use suppression lists to prevent further contact with opted-out recipients.23.5 Quiet HoursThe CUSTOMER shall not send marketing or promotional messages outside the hours of 9:00 a.m. to 9:00 p.m. local time of the recipient, or such other hours as may be specified under applicable state or federal law (including Texas Business & Commerce Code Chapter 302).23.6 Identity and RegistrationThe CUSTOMER must not misrepresent or spoof sender identification. Where required, the CUSTOMER shall complete all carrier and regulatory registrations, including but not limited to 10DLC brand and campaign registration, short code approvals, and state telemarketer registrations and bonding requirements (such as Texas Secretary of State Form 3401 and security bond obligations).23.7 Prohibited UsesThe CUSTOMER shall not:a) send unsolicited or deceptive messages;b) engage in harvesting or randomly generating numbers;c) use automated messaging systems where prohibited;d) engage in traffic pumping, arbitrage, or similar abusive practices; ore) ignore or bypass do-not-call rules, opt-outs, or suppression lists.WILDIX may suspend or terminate Services immediately upon reasonable suspicion of such activities.23.8 Recordkeeping and AuditThe CUSTOMER must maintain complete and accurate records of all required consents, opt-outs, campaign registrations, and message logs. WILDIX reserves the right, upon reasonable notice, to request such records to verify compliance. Failure to provide satisfactory evidence may result in suspension or termination of the Services.23.9 Fees and Pass-ThroughsThe CUSTOMER is responsible for all fees and charges associated with messaging services, including carrier surcharges, registry or campaign fees, short code fees, and any state registration or bonding costs. WILDIX may invoice such amounts as pass-through charges, and the CUSTOMER agrees to pay them in full.23.10 IndemnificationThe CUSTOMER shall indemnify, defend, and hold harmless WILDIX, its affiliates, officers, employees, and agents from and against any and all claims, damages, penalties, fines, costs, and expenses (including reasonable attorneys\u2019 fees) arising out of or in connection with any violation of this Article or applicable telemarketing or messaging law by the CUSTOMER or by any third party acting on its behalf.23.11 SurvivalThe obligations set forth in this Article shall survive the expiration or termination of this Agreement.ART. 24 -\u00a0SOFTWARE LICENSE TERMS (END USER LICENSE AGREEMENT)24.1 Scope and Relationship with the Agreement24.1.1 This Article governs the license and permitted use of any software provided by WILDIX in connection with its products and services, including but not limited to the x-bees unified communications platform, web-based interfaces, desktop and mobile applications, plug-ins, connectors, firmware installed on devices, APIs and related documentation (collectively, the \u201cSoftware\u201d).24.1.2 The Software is licensed, not sold. Use of the Software is subject to this Article 24 and to all other applicable provisions of this Agreement, including in particular Articles 7 (Fees and Payment Methods), 8 (Obligations of the Customer and Correct Use of CLASSOUND Services), 9 (Limitation of Liability and Indemnity), 10 (Protection of Personal Data), 11 (Confidentiality of Transited Information and Messages), 21 (HWaaS Agreement), 22 (CAPEX Agreement), and 23 (Messaging and Telemarketing Compliance).24.2 License Grant24.2.1 Subject to the CUSTOMER\u2019s full and continuous compliance with this Agreement, including timely payment of all fees, WILDIX grants to the CUSTOMER a limited, worldwide, non-exclusive, non-transferable, non-sublicensable and revocable license to allow its Users to access and use the Software solely:(a) for the CUSTOMER\u2019s internal business purposes;(b) in connection with the services subscribed from WILDIX under this Agreement, including Unified Communications as a Service and the CLASSOUND service; and(c) in accordance with the applicable documentation and technical limitations.24.2.2 Where the CUSTOMER is a Partner, the foregoing license includes the right to permit end customers of the Partner to access the Software solely as part of the solutions provided by the Partner under a valid Partner agreement with WILDIX, and always in compliance with this Agreement.24.3 Software as Part of the Service24.3.1 Certain components of the Software may be installed or executed locally (for example mobile applications, desktop applications, or firmware on WILDIX devices). Such components remain part of the overall cloud services provided by WILDIX and are licensed only for use during the applicable subscription or service term.24.3.2 For the avoidance of doubt, any software embedded in hardware sold under Article 22 (CAPEX Agreement) or provided under Article 21 (HWaaS Agreement) is licensed under this Article 24. Ownership of the hardware is governed exclusively by Articles 21 and 22.24.4 Restrictions24.4.1 Except to the extent that applicable law expressly permits such action on a non-waivable basis, the CUSTOMER shall not, and shall ensure that no User or third party:a) copies, modifies, translates, adapts or creates derivative works of the Software or documentation;b) reverse engineers, decompiles, disassembles or otherwise attempts to derive or gain access to the source code of the Software;c) removes, alters or obscures any copyright, trademark or other proprietary notices on or in the Software;d) distributes, resells, sublicenses, leases, lends, rents, assigns, or otherwise transfers the Software, or makes it available to any third party other than Users and, where applicable, end customers of a Partner as permitted in Article 24.2.2;e) circumvents or attempts to circumvent user, seat, capacity, security or other technical limitations described in the documentation or this Agreement;f) uses the Software to develop, train, or improve a competing product or service, or to benchmark the Software for competitive purposes in a misleading or disparaging manner; org) uses the Software in violation of Article 8 or Article 23 or any applicable law or regulation.24.5 Intellectual Property Ownership24.5.1 As between WILDIX and the CUSTOMER, WILDIX and its licensors retain all right, title and interest in and to the Software, the underlying platforms and all related intellectual property rights, whether registered or not.24.5.2 No rights are granted to the CUSTOMER except as expressly set forth in this Article 24 and in the rest of this Agreement. The CUSTOMER acquires no ownership interest in the Software by virtue of this Agreement or any use of the Software.24.6 Open Source and Third-Party Components24.6.1 The Software may include or interoperate with third-party or open source components licensed under separate terms. To the extent required by those terms, such components are licensed to the CUSTOMER under the applicable third-party license, and not under this Agreement.24.6.2 Nothing in this Agreement is intended to limit the CUSTOMER\u2019s rights under any applicable open source license, nor to grant rights that supersede such licenses.24.7 App Stores and Marketplaces24.7.1 If the CUSTOMER or its Users download or access any Software from a third-party app store or marketplace (including, by way of example, the Apple App Store, Google Play Store or AWS Marketplace), the CUSTOMER acknowledges that:a) the relevant store or marketplace provider is not a party to this Agreement and is not responsible for the Software or the services provided by WILDIX;b) as between WILDIX and such provider, WILDIX is solely responsible for the Software and any related support or maintenance; andc) the CUSTOMER\u2019s use of such store or marketplace may be subject to additional terms imposed by the provider, which apply in addition to this Agreement.24.7.2 In case of conflict between this Agreement and any standard terms of the app store or marketplace relating to the relationship between WILDIX and the CUSTOMER, this Agreement shall prevail, except where the store or marketplace terms cannot legally be overridden.24.8 Updates and Changes to the Software24.8.1 WILDIX may, at its sole discretion, provide or deploy updates, upgrades, patches, bug fixes, new releases, or other modifications to the Software (\u201cUpdates\u201d).24.8.2 Updates are deemed part of the Software and are subject to this Article 24 and the rest of this Agreement. WILDIX does not guarantee the availability of any particular feature or functionality for any fixed period and may modify or discontinue features, provided that the overall level of service remains consistent with Article 20 (Service Availability) and any applicable service descriptions.24.9 Term and Termination of the License24.9.1 The license granted under this Article 24 is effective only for the duration of the underlying service or subscription term and automatically terminates upon the earliest of:a) termination or expiry of this Agreement;b) termination or expiry of the relevant service, subscription, or order under which the Software is made available; orc) WILDIX\u2019s exercise of its rights under Articles 8, 12 or 13 in case of breach by the CUSTOMER.24.9.2 Upon termination of the license for any reason, the CUSTOMER shall immediately cease all use of the Software and shall ensure that all locally installed components of the Software (including on devices under the control of the CUSTOMER or its Users) are uninstalled and, where technically feasible, deleted or destroyed.24.9.3 The provisions relating to intellectual property ownership (Article 24.5), restrictions (Article 24.4), and any other provisions which by their nature are intended to survive, shall survive termination or expiry of the license and of this Agreement. ART. 1 \u2014 SUBJECT OF THE CONTRACT The purpose of this contract is so that WILDIX may supply the CUSTOMER with Unified Communications as a Service and the voice telephony service CLASSOUND. ART. 2 \u2014 DURATION OF THE CONTRACT AND RIGHT OF WITHDRAWAL 2.1 The contract is effective from the date of activation of at least one service. 2.2 The duration of the contract is equal to the duration of the rent chosen. The contract is automatically renewed upon expiry for the same period. ART. 3 \u2014 ACCESS REQUIREMENTS FOR CLASSOUND SERVICES 3.1 In order to use the CLASSOUND services from WILDIX, the CUSTOMER must have access to an Internet connection that meets the minimum technical requirements of the subscribed services, i.e. at least 60 kbps, the Minimum Guaranteed Bandwidth for each simultaneous VoIP call to and from the CLASSOUND service. 3.2 In order to use telephony services or services that provide for the sending of messages of any kind that include an indication of the sender, the customer must perform validation procedures. WILDIX reserves the right to: request the execution of these procedures, including for the provision of other services or for any anti-fraud checks; not activate services or to deactivate existing services if the CUSTOMER does not carry out these validation procedures. 3.3 The SLAs for the activation and portability of DIDs in CLASSOUND are reported here:\u00a0CLASSOUND Activation Request. ART. 4 \u2014 ACCESS CREDENTIALS 4.1 WILDIX will provide, via the e-mail address specified by the CUSTOMER, the access credentials necessary to access WILDIX services and to keep all personal data updated (i.e. identification code, user ID and personal access key, Password). 4.2 The CUSTOMER is required to keep and protect the access credentials with the utmost diligence, and is directly and exclusively responsible for any damage that their improper use may cause to WILDIX or to third parties. 4.3 In case of loss or theft of the Password, the CUSTOMER must immediately notify WILDIX by e-mail, sending the report to the relevant authority no later than 3 days after the discovery of the loss or theft. ART. 5 \u2014 CLASSOUND DIDs AND VOICE AND FAX SERVICES 5.1 The CUSTOMER acknowledges his right to claim the ability to port the number assigned by WILDIX to another operator according to the procedure established by the relevant laws and regulations. The conclusion of the transfer procedure does not imply the termination of the contract for the services provided by WILDIX. ART. 6 \u2014 TELEPHONE LINES ASSOCIATED WITH FAX AND VOICE NUMBERS 6.1 The numbers assigned by WILDIX for fax and voice services can send and receive simultaneous calls in either direction, with a minimum of twenty calls. If the limit is exceeded, the capacity will be automatically increased within a maximum period of 30 days. 6.2 In the event that the networks or telephone lines connected to the WILDIX systems experience congestion or malfunction, calling users may receive a busy signal, although WILDIX does everything possible to avoid this result. Note, that guaranteed CLASSOUND restoration time (SRT) is 4 hours. ART. 7 \u2014 FEES AND PAYMENT METHODS 7.1 The fees for goods and services are indicated on the order forms or the invoice. 7.2 The invoice must be paid within the deadline and in the manner indicated. The invoice will be sent to the email address indicated by the customer in the table below. 7.3 WILDIX reserves the right to modify fees; however, before doing so, WILDIX must promptly inform the CUSTOMER, who may withdraw from the Contract within sixty days. In the event that the CUSTOMER exercises the right of withdrawal, it will be necessary that the same pay the amount inherent to the period of time in which the services have been rendered according to the amount previously paid with respect to the last communication. 7.4 WILDIX is not responsible for any taxes incurred by Partners. Partners must be compliant with local telecom service requirements with respect to laws and taxes within each jurisdiction they operate in. ART. 8 \u2014 OBLIGATIONS OF THE CUSTOMER AND CORRECT USE OF CLASSOUND SERVICES 8.1 The CUSTOMER may in no case use the services for illegal purposes and\/or to cause nuisance to third parties. In the case of a violation of national or international laws, WILDIX may, at its discretion, immediately suspend the services, without anything being owed to CUSTOMER; in particular, the CUSTOMER will have no right to a refund, not even partial, of the subscription fee. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected. 8.2 It is expressly forbidden to use WILDIX\u2019s services and systems to carry out, over telephone traffic, arbitration activities, or in general to develop telecommunications traffic by which one may obtain advantages, bonuses, credit, money or similar benefits for oneself or third parties merely by sending and\/or receiving communications of any kind, even those which are received but not replied to. It is forbidden to use WILDIX systems in any way in order to obtain advantages for oneself or for others, including but not limited to by means of telephone calls or SMSes sent to numbers such as mobile or fixed network numbers with so-called \u201cauto top-up\u201d or \u201creward\u201d offers, or to \u201cpremium\u201d or \u201cpersonal number\u201d or \u201cshared cost\u201d numbers in any country, which return money or credit or benefits to the holder of the number or to whoever uses it. It is forbidden to use WILDIX services to automatically generate outbound call campaigns with or without the recipient\u2019s response. In such cases, WILDIX may, at its discretion, immediately suspend the services and invoice the CUSTOMER for any additional costs and expenses incurred for the characteristics of the traffic developed, without anything being owed to the CUSTOMER. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected. 8.3 The CUSTOMER may not in any way transfer this contract to third parties, either free of charge or for consideration, without the prior written consent of WILDIX. 8.4 The service is provided by WILDIX solely in favor of the CUSTOMER, who therefore remains solely responsible for allowing use of the service to third parties. The CUSTOMER shall inform anyone who uses the WILDIX services that the CUSTOMER is allowed to review in detail the traffic carried through the service, including all the numbers which are sending calls and all numbers receiving calls. 8.5 The CUSTOMER shall use the numbering assigned to him in compliance with the regulations applicable in the country where the DIDs are assigned. WILDIX reserves the right at any time to carry out checks regarding compliance with the aforementioned rule, which may be manual or automatic, even should technical means be at its disposal. If WILDIX detects use of the numbers that does not comply with regulations, WILDIX may revoke the use of the number to the CUSTOMER and terminate the existing contract, without anything being due to him. 8.6 In the event of the development of traffic deemed anomalous by WILDIX, or in the event of the triggering of automatic or manual anti-fraud systems by WILDIX that lead to suspicion of even potential fraud, or of illicit activity or contractual violation, or in the event that technicians may put the infrastructure of WILDIX or other operators at risk, WILDIX may suspend, even selectively, the services provided to the CUSTOMER without anything being owed to the same. WILDIX will reactivate the services if verifications do not confirm the suspicions. The right of WILDIX to take legal action for compensation for any damage suffered remains unaffected. 8.7 If WILDIX detects usage of the service that does not comply with the regulatory provisions governing call center activities, it may suspend the service, even in the face of mere suspicion, and, once the abuse has been ascertained, may revoke the use of the number by the CUSTOMER and terminate the existing contract, without anything being owed to the latter. ART. 9 \u2014 LIMITATION OF LIABILITY AND INDEMNITY 9.1 WILDIX will not be liable \u2014 neither to the CUSTOMER nor to subjects that are directly or indirectly connected to the CUSTOMER himself \u2014 for delays, malfunctions, suspensions and\/or interruptions in the provision of the Service caused by: \u200b\u200bforce majeure or unforeseeable circumstances; tampering with or interventions in services or equipment carried out by the CUSTOMER or by unauthorized third parties; failure by the CUSTOMER to comply with the conditions of access to the Service; incorrect use of the services by the CUSTOMER; malfunctions from the connecting devices; use by the CUSTOMER of incompatible tools and\/or programs (software); connectivity malfunctions dependant upon another operator. 9.2 WILDIX, having no control over the equipment involved, is in no way responsible for disruptions caused by switching errors on a public telephone network which involve the delivery of calls to WILDIX using an incorrect destination telephone number. 9.3 WILDIX is never in any way responsible for malfunctions in CLASSOUND services that are attributable to an incorrect\/inappropriate\/incompatible configuration by the CUSTOMER, or to any part of the network not under the control of WILDIX, including malfunctions due to the infrastructures of third-party operators. 9.4 WILDIX is never in any way responsible for telephone calls made by its customers. The CUSTOMER explicitly indemnifies WILDIX about any possible request for damages by third parties regarding the content of his messages or telephone calls. 9.5 WILDIX is in no way responsible for any damage that may arise to the CUSTOMER or to third parties due to the assignment, pursuant to regulatory provisions, of numbers previously attributed to others. 9.6 WILDIX is in no way responsible for any improper use of numbers by the CUSTOMER, who indemnifies WILDIX from any request for compensation or sanctions by the regulatory authority or third parties. 9.7 In any case, WILDIX is not responsible for damages caused by breakdowns, interruptions or overloads of the electric, telephone, national and international lines that prevent the regular use of the Services. 9.8 WILDIX cannot in any way be held responsible for any of its obligations under the terms of this contract if such failure is caused or derives from an event of force majeure without any limitation, including but not limited to the following examples: fire, flood, strike, cable or fiber cuts, lightning, civil unrest, governmental or military authority acts, changes in law, terrorism, force majeure, and prolonged periods of general power outage; nor can it be responsible for non-fulfillment by third parties that affect the functioning of the Services. 9.9 Without prejudice to the indemnity provided for by Art. 3.4, no compensation for damages can be requested from WILDIX for direct and\/or indirect damages caused by the use or non-use of the Services. 9.10 The CUSTOMER relieves WILDIX from any responsibility for any attacks and\/or intrusions by third parties from the network through the equipment with which the service is provided. The CUSTOMER declares that he is aware that third parties can access systems via the Internet and can overcome the security of the systems to use them improperly and cause damage to third parties. In the event that WILDIX detects an intrusion attempt through the accesses and data it lawfully disposes of for the provision of the service, it may interrupt the service, without any obligation, until the CUSTOMER takes steps to implement the measures necessary to prevent the situation from persisting. The CUSTOMER shall hold harmless from any direct and\/or indirect damage as well as the payment of any charge, expense, indemnity or any prejudice that may be suffered by WILDIX or the employees or collaborators of the parties or other subjects who use the services or even those who are only connected or occasioned by the execution of this contract by their employees and\/or collaborators, consultants, their representatives as well as their substitutes, even on an extra-contractual basis. ART. 10 \u2014 PROTECTION OF PERSONAL DATA 10.1 Given that the rule for the protection of personal data applies to the processing of data relating to natural persons, WILDIX indicates that personal data of employees and collaborators of the CUSTOMER are collected for the following purposes: sending newsletters; customer reference; accounting purposes; commercial information. The data are stored electronically and accessed by WILDIX employees and collaborators who have been appointed for the processing for this purpose. The parties, by signing this contract, mutually acknowledge and confirm that any processing of personal data that derives from the execution of this contract will be carried out solely for the purposes related to such execution. 10.2 The CUSTOMER may modify and update his personal data by means of a written request to WILDIX. ART. 11 \u2014 CONFIDENTIALITY OF TRANSITED INFORMATION AND MESSAGES 11.1 Without prejudice to the provisions of the previous point, each party shall keep secret all information acquired in relation to the supply relationship. Each party takes every necessary precaution in order to safeguard the confidentiality and secrecy of such information and to prevent its disclosure to third parties, and will limit its communication only to employees and consultants who have an effective need to know it for the purposes referred to in this supply relationship in compliance with the need to know principle, undertaking not to disclose the information to third parties, not to make it public or accessible by any other means unless it is expressly permitted with written consent issued by the party making the disclosure or delivery of information; it being understood that each party will not be deemed in breach of the provisions of this article as a result of communications made in compliance with the provisions contained in any rule or regulation or order promulgated by public authorities having jurisdiction over it in relation to the execution of this Agreement and to the operations envisaged therein. Each party ensures that these commitments are also respected by its directors, statutory auditors, employees, promoters and consultants to whom such information has been communicated. The confidentiality obligations set forth herein will cease at the end of the first year from the date of termination of the effectiveness of this Agreement. 11.2 WILDIX shall not access and\/or intercept the content of the messages and\/or the telephone calls transmitted through its systems, and shall not communicate it to third parties, except in the cases provided for by law at the request of the Judicial and Police Authorities. Similarly, it complies with the law for the management of traffic data. The CUSTOMER may request the publication of his personal data from the telephone directories in accordance with the relevant legislation and regulations. 11.3 The CUSTOMER appoints WILDIX responsible for the processing of the identification data of the telephone communications received by the user. WILDIX will keep such data for the time requested by the CUSTOMER. WILDIX will protect such data with the organizational and logical measures required by law. 11.4 Communications Security. As part of the telecommunications service provided, adequate security measures are adopted to protect communications. Nevertheless, there may be situations that allow unauthorized third parties to learn the content of the same even unintentionally. In particular, unless encryption systems are adopted, the messages circulate on the networks in the clear and the networks prove to be easily attacked despite the adoption of up-to-date protection systems. ART. 12 \u2014 CONTRACTUAL MODIFICATIONS 12.1 WILDIX may make any changes to this document. If the CUSTOMER does not accept the announced changes, he has the right to withdraw from the contract without paying any penalty for the withdrawal. ART. 13 \u2014 EXPRESS TERMINATION CLAUSE 13.1 The violation of the following provisions involves the termination of the contract: use of services for illegal purposes and\/or to cause a nuisance to third parties; use of the services for telephony arbitrage or similar activities; use of numbering in a way that does not comply with legal and regulatory provisions; fraud or technical problems that put the WILDIX infrastructure at risk; use of services in violation of the regulations governing call center activities. ART. 14 \u2014 SUPPORT MISSION 14.1 The mission of WILDIX Technical Support is to provide an excellent service to our Partners during the deployment and after the deployment of WILDIX Solutions. WILDIX Technical Support does not provide pre-sales support, which is performed by our Sales Teams, or provide information included in the documentation. 14.2 To support this mission, we publish the terms and conditions of delivering Technical Support services which help our Partners set the right expectations in regards of WILDIX Technical support services. 14.3 WILDIX Technical Support teams work closely with NOC Engineers, whose mission is: proactive WILDIX Systems monitoring and analysis of crash reports; analysis and resolution of Critical issues which arrive outside Support Hours. 14.4 In addition to the Technical Support service, WILDIX offers a wide range of self-help resources, available for everyone, including WILDIX Partners, Resellers and End Users: Tech Wizards Facebook Group:\u00a0https:\/\/www.facebook.com\/groups\/wildixtechwizards\/; Bug Reports, Beta Releases and Integrations: https:\/\/www.facebook.com\/groups\/194649610873892\/; WILDIX online Documentation:\u00a0https:\/\/wildix.atlassian.net\/wiki\/spaces\/DOC\/overview; New releases and system updates:\u00a0https:\/\/www.wildix.com\/new-releases-and-updates\/. ART. 15 \u2014 SUPPORT ELIGIBILITY 15.1 WILDIX direct Technical Support service is available for the following type of Partners: WILDIX Platinum Business Partner; WILDIX Gold Business Partner; WILDIX Silver Business Partner. 15.2 Bronze Partners and Resellers must refer to their assigned Platinum or Gold Business Partner for technical support. 15.3 WILDIX system end-users must refer to the System Integrator (WILDIX Partner or Reseller) who installed the WILDIX System. ART. 16 \u2014 SUPPORT HOURS 16.1 Support hours for processing new tickets are Monday through Friday 9:00 a.m. to 6:00 p.m. EST \/ CET. 16.2 Extended support service only for Critical issues is available 24 hours \/ 7 days per week. 16.3 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: Assigned CoS Explanation Ticket response goals Critical Call drops which are not caused by a operator. Cloud system is unreachable. Business operations severely impacted with no workaround. Within 30 minutes during Support Hours. NOTE: For Critical issues outside Support Hours, please use Phone. Standard All other tickets. Within the same working day, or on the next working day for the tickets created outside Support Hours. 16.4 Extended Support Service for Critical issues. Extended Support Service is available only for Critical issues, such as: WILDIX UC Cloud Platforms, WMP, Website not available; Customers Business operations severely impacted with no workaround. 16.5 Extended Support Service does NOT cover: reports of non critical problems; issues with operators (partner must check beforehand if the issue can be reproduced with another operator); HW replacement or checks on faulty HW; checks on internet connectivity; standard activities covered by Support and which must be planned in advance (deployment questions, integration analysis, bugs reports). 16.6 Extended Support Service is provided by phone, 24 hours a day \/ 7 days a week, only in English language. 16.7 To interact with Extended Support Service outside Support hours, please call: USA: +16144841546; UK: +443300563663; Italy: +3904611715112; D\/A\/CH countries: +498920006065; France and francophone countries: +33176747983; Spain:\u00a0+34932202994. 16.8 Once a new ticket arrives outside Support Hours, the responsible NOC engineer investigates the issue and, in case the ticket qualifies for Critical CoS, tries to resolve the ticket immediately or provide a workaround. ART. 17 \u2014 HOW TO INTERACT WITH SUPPORT 17.1 We remind you again that WILDIX direct Technical Support service is available only for: Platinum Partners; Gold Partners; Silver Partners. 17.2 Bronze Partners and Resellers must refer to their assigned Platinum or Gold Business Partner for technical support. 17.3 WILDIX Platinum and Gold Business Partners can use the following channels for communication with WILDIX Support: ticketing System via WILDIX Management Portal (WMP); phone call; Kite service; Facebook Groups; email only for follow up on an existing ticket. \u26a0\ufe0f IMPORTANT: no new tickets can be opened via email starting from June 2018! 17.4 Ticketing System. For convenience, ticket are divided into two types: Technical Support, related to all technical issues; Customer Care, related to the following issues: Billing (delivery document dispute, invoice, dispute, credit note request, request tax break-down for invoice\/quote (US\/CA only) etc); CLASSOUND (order status, DID cancellation, general questions, set or update CNAM (US\/CA only) etc). Note: in case of any critical issues with incoming\/ outgoing calls, please submit Tech support ticket to have it processed with higher priority; HWaaS (general question, 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); Feature request; Note: some Customer Care operations can be extra charged, check the list in\u00a0Customer Care FAQ. 17.5 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. 17.6 Customer Care can be reached via ticketing system only and all requests are accepted only in English. Submitted requests are reviewed during one business day. Resolution time depends of ticket complexity and topic. 17.7 How to open a ticket\u00a0to WILDIX Technical Support or Customer Care from WMP: Access\u00a0WMP\u00a0using your credentials; Go to\u00a0Help Desk\u00a0tab -> click\u00a0Add\u00a0in the upper-right corner; Select the type of your request:\u00a0Technical or Customer Care; Fill in the mandatory fields:\u00a0Subject, Message and\u00a0PBX 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\u00a0FW 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. After you have opened a ticket, you can: reply to your ticket by email or from WMP to provide any additional information; track the status of your ticket from WMP; give feedback on a ticket. Please note that the following information is essential for support inquiries so that the request can be processed as soon as possible: 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. \u26a0\ufe0f If a ticket has been closed by Wildix support, it is no longer possible to reply and reopen the ticket. Please open a new case and reference the original ticket ID if needed. To leave feedback about a ticket: On the\u00a0Help Desk\u00a0tab, choose the ticket you want to leave your feedback on, click on the feedback\u00a0icon and proceed with instructions on the dialog window that appears. 17.8 Phone. You can contact WILDIX Technical Support by the following phone numbers during Support Hours \u2013 from 9am till 6pm EST \/ CET (outside Support Hours 24\/7, only for Critical issues): USA: +16144841546; UK: +443300563663; Italy: +3904611715112; D\/A\/CH countries: +498920006065; France and francophone countries: +33176747983; Spain: +34932202994. 17.9 Kite.\u00a0Use the following links to chat\/call WILDIX technical support teams during Support Hours only \u2014 to access the service make sure a ticket has been created: International:\u00a0https:\/\/kite.wildix.com\/ucit\/57; Italy:\u00a0https:\/\/kite.wildix.com\/ucit\/65; D\/A\/CH countries: https:\/\/kite.wildix.com\/ucit\/66; France and francophone countries:\u00a0https:\/\/kite.wildix.com\/ucit\/67; Spain:\u00a0https:\/\/kite.wildix.com\/ucit\/54; UK:\u00a0https:\/\/kite.wildix.com\/ucit\/64; US:\u00a0https:\/\/kite.wildix.com\/ucusa\/25. 17.10 Facebook Groups.\u00a0WILDIX Tech Wizards group is open for everyone and intended for: new feature requests; requests of additional information, documentation requests; doubts, Ideas, sharing of experience, installations photos. WILDIX Beta releases is reserved to Wildix Partners and is intended for: bug reports; questions about beta releases; questions about integrations. 17.11 Please do not use Facebook groups to report a Critical issue (such as cloud system is unreachable, call drops which are not caused by the operator, business operations severely impacted without workaround). Use phone or Ticketing system instead. ART. 18 \u2014 PROACTIVE SYSTEM MONITORING AND CRASH REPORTS 18.1 WILDIX NOC Engineers perform continuous system monitoring 24\/7, investigate crash reports, and intervene in case a problem with any client PBX has been revealed by the monitoring system. 18.2 In case a problem has been revealed, the following actions are undertaken: identify the CoS of the issue; issues which have been identified as Critical are immediately taken into analysis, even if revealed outside Support Hours; find all the information related to the PBX, including Serial, Country, Partner, information about the issue; partner is contacted by creating a ticket or by phone. ART. 19 \u2014 SYSTEM MAINTENANCE AND GLOBAL PROBLEMS 19.1 You can check WILDIX system status for its services here\u00a0https:\/\/statuspage.wildix.com\/. 19.2 NOC Engineers report on WILDIX Tech Wizards Facebook groups: planned system maintenances; global problems with WILDIX services. ART. 20 \u2014 SERVICE AVAILABILITY 20.1 The availability commitment for the WILDIX services is 99.98%, disregarding any scheduled periods of unavailability for preventive maintenance notified in advance. 20.2 The availability of the WILDIX services is calculated daily and it\u2019s available here:\u00a0https:\/\/statuspage.wildix.com\/. It measures whether the technical interfaces are operational and not user perceptions. 20.3 If WILDIX breaches the availability commitment set out above, through its sole fault, the amount payable for the SaaS will be reduced in accordance with the following principles (the reduction will be applied to the next invoice issued by WILDIX): Service availability rate (calculated monthly) Effective payment \/ Amount of the user licence 99% or higher 100% between 90% and 99% 90% between 80% and 90% 70% between 70% and 80% 50% lower than 70% 0% Not finding the help you need? Join the Facebook group to ask a question! 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