Wolk-us Support
It’s all here: where to report, how your case is classified, how fast we respond and what we need from you to fix it quickly. No guessing and no chasing anyone.
A case is only covered by the SLA if it comes in through one of these channels. Messages sent any other way (personal chats, social media) don’t create a ticket or start the clock.
Fast entry with a chatbot and phone support. This is the channel for urgent issues and for finding out where to go next.
+1 (770) 525-1242The formal channel: you can attach evidence, logs and screenshots, and it leaves a written record of the whole case.
support@wolk-us.comDocumentation, tutorials and guides by module. Many cases get solved here without opening a ticket.
wolkvox.helpjuice.comBefore you report, check the status in Manager and Agent: campaigns, skills, permissions and active users.
See all access linksThe SLA clock starts when we receive the case through an official channel and with enough minimum information. If critical evidence is missing, the case goes to Pending client and the clock pauses until it’s complete.
It’s not red tape: a case that arrives with this sorted out gets diagnosed in hours instead of days. Most of the time lost in support goes into asking for information that already existed.
It opens in a new tab. Your progress here is saved.
Check the signals that apply to your case. The classification changes the response time, so it’s worth getting right.
Incident signals
Request signals
Question signals
Check at least one signal and we’ll tell you how to classify it.
Priority is assigned based on the real impact on your operation: number of users, how critical the process is, effect on production and whether a workaround exists. Not on how the person reporting it sees it.
The Service Desk logs and weighs the case.
The priority level is shared with you when the case is created.
The matrix sets the maximum times for resolution and escalation.
Critical cases can escalate to level 3 if they need specialized support.
| Incident type | When it applies | Max. resolution time | Escalation time |
|---|---|---|---|
| Urgent | Production stopped. Essential service down, many users affected, unable to operate. | 2 h | 1 h |
| High | Critical, degraded. Key function affected with high impact, but with partial operation or a temporary workaround. | 4 h | 2 h |
| Medium | Partial impact. Intermittent failure, limited segment, non-critical module or a viable workaround. | 24 h | 12 h |
| Low | Non-blocking. Minor impact, a related operational question or an issue with no immediate impact. | 48 h | 24 h |
| Level | When it applies | Max. resolution time | Escalation time |
|---|---|---|---|
| Level 3 escalation | Requires engineering, software, infrastructure, the manufacturer or a specialized vendor. | 120 h | 60 h |
This matrix is the service baseline. For each client, what was agreed in the contract, the service order or the current SLA addendum takes precedence. If your agreement has different times, yours applies.
A quick reference to rule out that your case is actually a known limit. It doesn’t replace the official technical documentation — if your case hits one of these numbers, let’s talk capacity, not failure.
Copy this, fill in the fields and send it through the channel you prefer. A case with this structure goes straight to diagnosis.
Subject: [Priority] [Client] - [Module] - [Short summary] Case type: [Incident / Request / Question] Proposed priority: [Urgent / High / Medium / Low] Affected module: [Agent / Manager / CRM / Omnichannel / Voice / IVR / Campaigns / API / Reports] Event start: [date, time and time zone] Impact: [affected users, agents, campaigns, channels, processes] Description: [what is happening] Expected result: [what should happen] Actual result: [what happens today] Checks performed: - Reproduction: [steps and result] - Network / IP / VPN / firewall: [result] - Computer, browser and version: [result] - Permissions and credentials: [result] - Knowledge base checked: [yes/no, article] - Platform limits reviewed: [yes/no, which one] - Recent internal changes: [yes/no, which one] Evidence: [links, attachments, IDs, call or interaction number] Contact: [name, role, phone, email]
Write to us on WhatsApp and we’ll continue by phone. For everything else, email leaves a better record.