Wialon technical support regulations

These regulations are designed to ensure a smooth and effective technical support experience for all Wialon users. By following these guidelines, users can help facilitate timely and accurate resolution of their issues.

1. Availability of Technical Support 

Technical support is available to all users of Wialon and corresponding products.

Support is provided through the following communication channels:

2. Support Languages and Hours 

Support is available in five languages:

  • English*, Russian: 24/7
  • Spanish, Portuguese: 5 days a week, 9 a.m. – 12 a.m. (UTC+3)
  • French: 5 days a week, 9 a.m. – 6 p.m. (UTC+3).

*English is our primary communication language and is available 24/7.
We encourage users to write support requests in English, even if it's not their first language.

3. Support Request Handling  

  • Requests directed to specific teams (e.g., server administration, device integration) are handled on weekdays from 9 a.m. to 6 p.m. (UTC+3).
  • Users can use the AI assistant to address issues with Wialon Local (on-premises) during non-working hours using AI Assistant https://assistant.wialon.com. 

4. Support for On-Premises Versions 

Technical support for Wialon Local (non-cloud on-premises) versions is available for five years from the respective version's release date. The release dates are shown in the name of the Wialon Local you are using and can be found at my.wialon.com in the “Documents and Modules” tab. 

5. Information Required for Support Requests  

When submitting a request to the Customer Service Center, it’s recommended to provide:

  • The product and version.
  • Specific details related to the issue (e.g., user, unit, report template, time interval).
  • A detailed description of the issue.
  • Actions that caused the problem in prior.
  • SSH access (if the issue involves on-premises Wialon administration).
  • Additional materials like screenshots, graphical explanations, and log files are highly encouraged.

6. Communication Standards  

  • Users must adhere to standard courtesy norms when communicating with technical support specialists. Gurtam reserves the right to refuse support services in cases of discourtesy or rude behavior.
  • All communications sent to or received from the customer’s specified email address are deemed as official communication with the customer. The customer is responsible for any losses or adverse consequences resulting from unauthorized use of the specified email address.

7. Timely Resolution of Issues  

  • Customers are expected to follow all recommendations provided by technical support and supply any additional information requested.
  • Each support ticket should address only one issue. If there are multiple issues, a separate ticket should be created for each.
  • Multiple messages within a single ticket should be avoided. The ticket’s handling priority is based on the time of the last received message.
  • A ticket is considered to be handled once a response has been sent to the customer, but we would appreciate it if you could confirm that the issue is solved.

After issue resolution, customers can rate the support quality on a scale of 1 to 5 and leave comments via the link at the bottom of the message.

8. Service Level Agreement (SLA)  

Response times are categorized as follows:

  • Gold status: Up to 3 hours
  • Silver status: Up to 6 hours
  • Other: Up to 12 hours.

9. Critical Issues and Escalation  

Alarm email: alarm@wialon.com is used for tickets with critical issues such as the following: 

  • system unavailability
  • data loss
  • security breaches.

This channel ensures prompt attention to minimize downtime.

Escalation: Head of Quality Control and Training at Wialon can be contacted for escalation via y.komarova@wialon.com. 

10. Regulation Changes  

  • Gurtam reserves the right to modify these Regulations and their annexes unilaterally. Changes become effective upon publication on the Gurtam official website.
  • Users are responsible for reviewing the current version of the Regulations each time they use Gurtam software. Continued use of the software indicates acceptance of any changes made.

11. Confidentiality  

  • Customers must ensure the confidentiality of information received from Gurtam by limiting access to authorized personnel only.
  • Technical support is communicating with customers according to the privacy policy. 

12. Deprecation of Wialon Premium Support  

Wialon Premium Support as a standalone service was deprecated on July 1, 2024.

Effective Date: July 8, 2024