Wialon technical support
By Technical Care team
Technical Care is a specialized team within Customer Service Center dedicated to helping the Wialon partner community seamlessly employ Wialon.
Our technical experts provide 24/7 support designed specifically for telematics service providers, ensuring that the Wialon partners receive the assistance they need to thrive.
The Wialon two-level support system is tailored to address all technical requests, from common issues to specific challenges that require in-depth investigation.
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What you get with Wialon technical support
Our goal is to support Wialon partners in their growth and success. That's why we provide tech support 24/7. No issue is too big or too small.
Extensive industry experience
With over 23 years of experience in telematics and IoT, we have acquired the expertise needed to solve even the most complicated requests. Wialon Technical Care comprises engineers and certified experts eager to give you fast and effective solutions.
Expertise tailored to your needs
Wialon technical support is customized to the specific needs of telematics service providers, ensuring optimal solutions for your requests.
Quality standards
Our commitment to excellent support is upheld by the quality standards. We regularly conduct partner surveys, gather their feedback, perform internal reviews, and make necessary adjustments to enhance our technical support services.
How 24/7 technical support works
The number of Wialon partners and connected units is constantly growing, along with the volume and variety of requests we receive. We've set up a dedicated request processing flow to ensure that every issue is taken care of.
- All the requests are first handled by the 24/7 Technical Care Level 1 team, which performs an initial profiling and validation of the issue. Inquiries that could be solved on the spot are covered by Level 1 support specialists.
- Specific and complex issues that require significant time for analysis and resolution, are handed over to the Technical Care Level 2 team.
- Questions for developers, business analysts, and QA engineers, including inquiries about product’s plans, are promptly directed to the dedicated expert teams.
- Paid support is available for an additional fee and designed for advanced inquiries that go beyond our standard support scope.
Technical support hours
Technical support is available during the following hours (UTC+3):
- English, Russian: 24/7
- Spanish, Portuguese: Monday to Friday, 9:00 – 24:00
- French: Monday to Friday, 9:00 – 18:00
Technical Care Level 2 team and dedicated teams handle requests from Monday to Friday, 9:00 – 18:00.
For more details on the workflow and the scope of the provided support services, read the Wialon technical support regulations.
Workflow
Two-level support for improved efficiency and quicker response time
We know how crucial it is to receive expert solutions that address your or your clients' issues, especially complex ones. We've established a two-level system for all inquiries to deliver comprehensive and timely technical support.
Simply send us your question, and we will handle the rest, directing it to the right experts. With this approach, we strive to reduce your wait time and ensure that all your customer’s requests are successfully resolved.
Level 1 support
Our Level 1 support team is available 24/7 to process all incoming requests and start working on them promptly, either through providing on-the-spot solutions or by transferring more specific and complex inquiries to our Technical Care Level 2 team.
Level 2 support
Level 2 support specialists manage challenging issues, assist with Wialon Local configuration, consult on hardware operation, and help build and publish white-label applications. Technical Care Level 2 also provides paid support.
Wialon paid support for your unique requests
Have advanced technical requests, specific needs, or challenges that go beyond the scope of Wialon technical support regulations? We can offer paid support for an additional fee to help you navigate them.
When you might need paid support?
Paid support can encompass a range of services, including:
- Mass creation of items (units, drivers, trailers, passengers)
- Bulk message restoration in Wialon Hosting
- Wialon Local maintenance
- Releasing and updating existing white-label apps
Paid support for Wialon Hosting
| Service | Tariff, hours | Requirements |
|---|---|---|
| Inserting the manager account into the hierarchy tree | 0 | Name of the service, name of the manager account |
| Moving sub-accounts to another account | 0 | Names of the accounts and sub-accounts that should be moved; name of the account that should become the parent account |
| Hierarchy analysis | 0 | Name of the service |
| Mass object creation (units, drivers, trailers, passengers) | 1+ | Access to the top account and a filled out template for object creation |
| Geofences conversion into Wialon KML | 1+ | A file in KML/KMZ, CSV/XML or XLSX format (template) |
| Bulk message restoring | 1+ | List of unit names and the exact dates over which the messages should be restored |
| Moving accounts between Wialon Hosting services | 5 | List of accounts that should be moved; name of the account that should become the parent account |
Paid support for Wialon Local
| Service | Tariff, hours | Requirements |
|---|---|---|
| Mass object creation (units, drivers, trailers, passengers) | 1+ | Access to the top account and a filled out template for object creation |
| Geofences conversion into Wialon KML | 1+ | A file in KML/KMZ, CSV/XML or XLSX format (template) |
| Installation of the new Wialon Local license on supported Debian version | 1+ | Direct root SSH access to the server*, access to the Wialon Local admin panel |
| Hot backup installation and configuration | 1+ | Direct root SSH access to the backup server, access to the Wialon Local admin panel, network access between Wialon Local and backup servers. The backup server must have at least the same HDD as the main one. |
| The Wialon Local version update or separate parts (Debian OS, Node.js) update, if necessary | 1+ | Direct root SSH access to the server*, access to the Wialon Local admin panel |
| Work recovery in case of the failure due to the customer actions | 1+ | Direct root SSH access to the server*, access to the Wialon Local admin panel |
| Message data recovery from a damaged database in case of a complete failure | 2, per DB file | Direct root SSH access to the server*, access to the Wialon Local admin panel, full copy of the corrupted database |
*access via direct root SSH only (not via AnyDesk, TeamViewer, etc.)
*in case work is requested outside of specialists' business hours, the service rate will increase by +1 paid support hour.
Paid support for white label (branding)
| Service | Tariff, hours | Requirements |
|---|---|---|
| Wialon Hosting and Wialon Local: logo or other design asset update in the current white-label | free | A new logo in high resolution or a list of required changes |
| Wialon app for Android/iOS: a version update for the partner's valid app on Google Play or App Store | 1 | Send a request via support@wialon.com |
| Wialon app for Android/iOS: logo or other design asset update in the current white-label | 1 | A new logo in high resolution or a list of required changes |
* Please note that the possibility of providing paid support services, as well as effort estimations and potential resolution dates, are evaluated on a case-by-case basis.
How to contact us
Most issues are resolved through email. Send your request to support@wialon.com, and our specialists will assist you promptly.
Phone
Call to speak with our specialists and get help with technical issues. Phone support is available 24/7 in English at +37037248077.
