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WHISE technical support
At WHISE, we do the utmost in order to meet the expectations of our clients. We will do whatever is necessary to understand your needs and solve eventual problems related to our services. Your suggestions are welcome! Do not hesitate to use the form included in this site or use the WHISE Academy which will give an answer to most of your questions.
Priority levels
When a support ticket is initiated with WHISE’s technical support team, it will be classified according to the following priority levels:
Priority - Urgent:
The Service is “down,” operation of the Service is severely degraded, or there is a critical impact to the Service due to a fault with the network or other software issue. No workarounds. Examples include failures of WHISE’s transmission services or software functions. WHISE will provide necessary resources around the clock to resolve this situation.
Priority - High:
Significant aspects of the Service are negatively affected by inadequate performance of the network or other software issues. Partial or no workarounds. WHISE will provide resources during WHISE’s normal business hours to resolve the situation and additional resources outside of WHISE’s normal business hours as reasonably necessary.
Priority - Normal:
General issues related to a feature or a set of features. The operational performance of the service is not impaired. WHISE will provide reasonable resources during WHISE’s normal business hours to assist in resolving the problem or providing a workaround.
Priority – Low:
Informational or Feature Change Request: Customer requires information or assistance with service’s capabilities, installation or configuration and there is little to no effect on its business operations. Included are requests for information, assistance, features, alpha/beta, and others. Such requests will be handled within WHISE's normal business hours.
Target Response Times
Target Response Time for a Support Ticket will be the time
(a) commencing when WHISE receives a proper Support Ticket from Customer and
(b) ending when customer receives notification that the Support Ticket has been logged.
Priority - Urgent: 1 Hour
Priority - High: 4 Hours
Priority - Normal: 24 Hours
Priority - Low: 24 Hours