If we fail to meet the service levels outlined in your SLA contract, such as taking longer than the specified time to resolve an issue, you are eligible to claim SLA credits. You can initiate the claim process by filling out the form on our SLA claim page. Ensure to provide all necessary details about the service issue.

To check if your services are covered by an SLA or to upgrade your SLA, you can reach out to our account managers. They are more than happy to outline your current SLA coverage and discuss options for upgrades to meet your specific needs. You can book a meeting with your account manager here.

Yes, an SLA contract is tied to each individual internet line. Therefore, you will need to sign an SLA for each site where you have an internet line to ensure coverage and service quality at every location.

We usually do not transfer SLA credits to your bank account. Instead, we issue a credit notice and deduct the amount from your next month's invoice. This method ensures that your account balance is adjusted accurately and efficiently.

Once you fill out the form on our SLA claim page, we strive to process your claim as quickly as possible. Typically, it takes us between 2-3 weeks to analyze your claim and issue the credit notice. This time frame allows us to thoroughly investigate the reported issue and ensure accurate credit issuance.

Mixvoip does not provide router access by default but grants full administrative rights for free upon request, allowing customers complete independence in managing their IT and internet security. For connections like copper DSL and coax, a modem might be necessary; however, the setup remains transparent. Customers may also configure their own devices using provided PPPOE credentials or fixed IP parameters depending on the connectivity service selected.

For selecting internet bandwidth, it's generally recommended to start with at least 1 Gbit/s, especially for businesses utilizing cloud services. If higher bandwidth is available at your location, opting for more can enhance productivity and prevent slow internet from impacting your operations. This recommendation applies both to large enterprises and SMEs, where the demand for bandwidth is consistently growing.

Mixvoip ensures each customer receives a unique, dynamically allocated IPv4 address by default, with no sharing of IP addresses or use of carrier-grade NAT. For a nominal fee, this can be upgraded to a fixed IPv4 address. We adhere to strict net neutrality, blocking no traffic to provide the purest internet experience. IPv6 blocks are also available at no extra cost.

While mobile connectivity over 5G or satellite may not match the reliability of fiber lines, it is comparable to or better than slow or poor-quality copper DSL connections. These options offer higher speeds and can be a reliable alternative in areas where traditional wired internet is not feasible.

Internet routers are often installed in locations with poor mobile connectivity, such as underground rooms, metal racks, or the interior of buildings. Modern building materials can also hinder mobile signals. To ensure optimal connectivity, we provide a separate mobile router that can be placed outdoors or in areas with better signal reception. This approach allows for reliable 5G connectivity where it is most effective.

The MTU (Maximum Transmission Unit) size for the 5G service is set to 1420 bytes. This is slightly less than the standard 1500 bytes.

There are two setups for the 5G backup activation: automatically, where our router detects an internet downtime on the primary line and switches to the 5G backup, or manually, by rerouting traffic on your firewall to the 5G router to initiate a failover.

The 5G Backup service provided comes with unlimited data usage, ensuring continuous and unrestricted internet connectivity.

The "monitoring and alerting" feature specifically tracks the real-time status of your network connectivity, sending alerts for any disruptions to ensure quick resolution. "Bandwidth graphs" visually represent the usage of your network's bandwidth over time, helping you monitor traffic patterns and manage network capacity effectively. Together, these tools are crucial for optimizing and maintaining reliable internet connectivity.

"Support hours" refer to the times customer service is available to help with general inquiries and support issues. "Fault processing hours" are specifically for technical teams to address and resolve service faults or disruptions, typically offering extended time slots to ensure you are never without internet.

Perform a Speed Test: We recommend starting by conducting a speed test on your line. Since the speed can never be guaranteed with a wireless connection (such as WiFi), please connect your computer to the router using an Ethernet cable. 1. Visit the Speed Test Website: Go to www.speedtest.lu and click on the"BEGIN TEST" button. Wait for the results to be fully displayed (PING, DOWNLOAD SPEED, UPLOAD SPEED). 2. Interpret the Results: YES: If the results match the speed of your Internet subscription, the speed issue does not seem to come from your line. Please check your computer hardware and settings. NO: If the results do not match the speed of your Internet subscription, please restart your router.(unplug the power from your router for a few seconds and then plug it back in)

Yes, upgrading your Emios Internet Line to a higher speed is easy. Just reach out to our sales team, and we can plan the upgrade without any intervention. Please note that in some scenarios, you might need to upgrade your router or choose a faster router from our managed router model to fully benefit from the increased speed.

Not all Emios Internet packages are fiber-based. Some buildings are not yet connected to the fiber network, and only DSL may be available, offering speeds below 100 Mbit/s. You can verify the available options for your address using our internet search page. The fiber network is expanding quickly, so availability may improve over time.

Although support for telephony, local network, and Wi-Fi is not included in our retail internet packages, we offer specialized packages tailored for the unique needs of shops, restaurants, and salons. These packages come with very competitive pricing and provide support seven days a week to cover all your communication needs.

Our Retail internet packages, tailored for the demands of retail business operations during weekends and peak periods like Christmas, offer extended support hours and quicker intervention times, available seven days a week. These are designed to ensure reliability during critical business times, unlike our standard fiber options which cater to general needs with more affordable pricing.

Absolutely! Whether you need a brand-new mobile number or wish to keep your current one, we've got you covered. We offer new mobile numbers and can also handle the porting process to transfer your existing number to our services, ensuring a smooth transition.

At Mixvoip, we understand that your needs can change rapidly. Whether it’s for working from home, faster video downloads, or online gaming, we’re here to support you. Whatever the reason, we can upgrade your internet connection whenever you need, ensuring you always have the speed and reliability you require.

The contract duration of a new internet line is 2 years.

With our internet installation packages, we can provide you with a Fritzbox for your connection. However, our technicians are trained to work with a wide range of modems. This gives you the flexibility to choose the modem that best suits your needs, and we’ll ensure your internet line is set up properly on the device you select.

If you already have internet with Mixvoip and you are moving, you only need to contact our experts here, they will contact you back to plan everything, to make sure you have the new internet line when you need to.

Yes, we offer highly redundant internet lines that enter the building through different paths. Many business premises can be connected via multiple routes, and we supply the fiber route maps, known as KMZ or KML files, for complete transparency. The internet lines can be set up to terminate on either separate routers or a single router. By using BGP (Border Gateway Protocol), we enable dynamic failover and manage redundancy effectively.

Businesses often require the same upload and download speeds due to applications like video conferencing, data backups, and large file transfers. A symmetrical setup, though potentially more costly, avoids bottlenecks and should be considered for businesses with more than 20 users. Investing in a symmetrical connection ensures efficient data handling, minimizes latency, and supports consistent performance.

The bandwidth on DIA (Dedicated Internet Access) lines is dedicated, not shared. These are point-to-point connections, meaning a specific portion of fiber is reserved exclusively for your use. Unlike shared technologies like X-GPON, DIA lines ensure consistent performance and reliable connectivity, as your bandwidth is not affected by other users.

To migrate your configuration, follow our step by step guide. In a rush? Here’s a summary: 1) update Voxbi Legacy to the latest available in the store; 2) open the latest version of Voxbi Legacy at least once; 3) only then install and open Voxbi 2.

If your question isn't answered here, please browse our database of all Voxbi Cloud PBX FAQs.

Send and receive faxes by email With our cloud PBX solution, send and receive faxes directly from your email account. If you have a fax machine, with an analog to IP converter, you can send faxes and receive them. However, the full transmission cannot be guaranteed for technological reasons detailed below. Is The Fax Dead – Read The Article ALTERNATIVE SOLUTIONS TO FAXES In most European countries, all telecommunication players have agreed to gradually replace the switched telephony technologies with ALL-IP ones by 2025. Today the use of a fax machine in a VoIP environment remains possible, but according to Règlement ILR dated 9th of August 2017, ‘‘there is no guarantee of end-to-end interoperability’’ (ILR/T17/9) As Voice over IP technology is optimized for voice transport, fax transmissions cannot be guaranteed anymore, by any operator. E-SIGNATURE In some cases, faxes have a legal value. This is why, the electronic signature is the best alternative at the moment. At Mixvoip, we developed our own module with an electronic signature. sign.mixvoip.com Customers can fill, sign and send their documents online. They have a legal value. The document will be also sent by email to the customer at the email address they provided.

Create a new mail where the recipient is the FAX number followed by the domain @ufax.eu, attach a PDF file in A4 format, and paste your Fax key provided by Mixvoip in the subject or in the message body. Recipient: NUMBER@ufax.eu (number must be numeric and can look like 004969… for international calls or 20333390 for national ones for example) Subject: fk:XXX-XXXXXXXXX The PDF file must be in A4 format 210 x 297 mm (21 x 29,7 cm) Features and limitations FAX key is only usable from the same domain as the email address shown on the page you retrieved the FAX key from • Supports 1-5 documents per e-mail • Supports up to 5 different recipients • Supports PDF • Documents should be in portrait, not landscape format FAX key Your FAX key can be retrieved from our web interface in the user settings section. This page is accessible by going to the ‘User management’ menu and clicking on the username you want to send a fax from. Technical details The fax key is a 9 characters long sub-string of the concatenated md5 hash of the username, password, and the suffix string “faxkey”, prefixed by the user’s account code. $faxkey=$accountcode.'-'.substr(md5($username$password.'faxkey'),0,9);

When a call comes into your group, it rings your extension, which is then forwarded to your mobile. If your mobile has voicemail enabled, the call can be intercepted by your voicemail if it picks up before you do. Since the system can’t distinguish between a person answering and the voicemail picking up, the call is treated the same way. To prevent this, you can either disable your mobile voicemail completely or extend the voicemail delay to be longer than the group’s ring time. The best solution is to completely disable your mobile voicemail.

Voxbi Mobile is a fixed-mobile convergence app, so calls are forwarded to your mobile. A notification is typically sent before the call, but it's not always reliable due to the way phone's OS handle notifications. To reliably differentiate, you can use a dedicated eSIM for Voxbi calls. Two alternative options : 1. eSIM Icon 2. eSIM Ringtone

Voxbi is available on Windows and mobile (Play Store for Android and App Store for iOS). LINK to playstore and Appstore Mac and Linux users can use the web application available at https://voxbi.team/. You can download the latest version of Voxbi for Windows from our https://www.mixvoip.com/voxbi/download. For mobile devices, Voxbi is available on the Play Store for Android and the App Store for iOS.

The latest version of Voxbi for Windows is available on our webpage https://www.mixvoip.com/voxbi/download.

Our team of local engineers and technicians perform the support. They are tech-savvy and reachable by many means. Cherry on the cake, they speak 5 languages.

Our Cloud PBX solution has been developed in-house and continuously improved since 2008. This allows us to provide highly customizable solutions and be reactive. No third parties are involved.

You can find all the details about each package available to you by clicking here. If you are not sure which feature you need, our sales team is available to help you. You can contact them directly here.

If your question isn't answered here, please browse our database of all FAQs.

We would be happy to work with you! To find all the information about a partnership with Mixvoip, you can discover our page dedicated to this subject by clicking here.

You can contact our technicians or our sales team directly via the internet page “Contact us”. You can also book a meeting with one of our team members to find answers to all your questions.

Experience hassle-free billing with Mixvoip - all your invoices will be conveniently delivered to your inbox and accessible anytime on your personal Mixvoip platform. For any tailored assistance, feel free to reach out to billing@mixvoip.com.

The labels "certified," "compatible," or "supported" do not guarantee quick replacements for hardware. These designations indicate that the hardware meets certain technical standards or compatibility criteria with our systems. For guaranteed quick replacements, we have our “guaranteed-stock” list of hardware, which specifically ensures availability for rapid dispatch when needed. Click here to consult this list and learn more about our “guaranteed-stock”.

'Certified' solutions offer deeper integration with Mixvoip services, including exceptional vendor support and extensive documentation, ideal for vendors who collaborate closely with Mixvoip. 'Compatible' products meet fundamental integration standards and are verified to work seamlessly with our services, ensuring reliable operation.

Vendors can start the certification process by submitting an application to support@mixvoip.com. The application should include details about the product and how it integrates with Mixvoip services. Our team will review the submission and guide you through the next steps, including any necessary testing and documentation.

The IP address assigned to your services will come from Mixvoip's own block of IPv4 and IPv6 addresses. Mixvoip handles the allocation of IP addresses, ensuring optimal performance and adherence to internet governance standards. Both static and dynamic options are available, depending on client needs.

Purchasing services directly from infrastructure providers often lacks the personalized service and customer support that Mixvoip offers. Beyond just providing connectivity, we add value with tailored solutions, expert support, and integrated services to meet specific business needs. In a business environment, comprehensive support for not only connectivity, but also network issues (including LAN and Wi-Fi), is crucial.

Installing our own cables isn’t feasible due to the enormous logistical, economic, and ecological challenges it would present. It's more practical and sustainable for local infrastructure providers to build and maintain these networks. This strategy prevents redundant infrastructure, which would be economically inefficient and ecologically unsound. Instead, by accessing these existing networks, Mixvoip focuses on delivering added value through our telecommunications services, ensuring customers receive high-quality, cost-effective solutions.

With a SEPA Direct Debit Mandate, you can set up easy, automatic payments directly from your bank account. It’s an easy way to stay on top of your bills and never worry about missing a payment. You can find the SEPA documents in different languages at the following links: 🇬🇧 https://sign.mixvoip.com/public/sepa-mv-en 🇫🇷 https://sign.mixvoip.com/public/sepa-mv-fr 🇩🇪 https://sign.mixvoip.com/public/sepa-mv-de

Mixvoip has a mail to sms option that operates by sending an email to destination@smsu.eu. The message to be sent is taken from the email body, and if no message is found inside the email body, the subject of the email will be used as SMS message. Create a new mail where the recipient is the mobile number followed by the domain @smsu.eu, paste your FAX key provided by Mixvoip in the subject, and write your message in the body message. Recipient: (+XXX)NUMBER@smsu.eu Subject: fk:XXX-XXXXXXXXX Body Message: Your Message Authentication in the destination header If you can not change the email body, then you have the option to put your fax key into the destination header (To:) of your email. Just take the fax key and add it after the recipient’s phone number but do not forget to strip the “:”. Example: +352691234567fk15805-0938efc33d@smsu.eu The message body We try to guess or extract the message of your email by applying some filter rules. • We cut off the message after “–” because that is normally the start of the email signature • We do not filter after the “<html>” tag • To make sure that no extremely long messages are sent, we cut the email body to 300 characters • If the message inside the email body is empty, we use the subject as message text

An eSIM is the digital evolution of the traditional plastic SIM card. It’s software that lets you have a smooth installation by scanning a QR code only directly to your phone, enabling you to connect to local networks and even worldwide with ease. Convenient and eco-friendly, just scan the QR code, and you're all set!

Yes! eSIMs let you store several plans on your phone and switch between them instantly. Most devices allow up to two active eSIMs at once, though some may limit the number you can store (usually 8-10).

We recommend scanning the QR code and installing your eSIM right before your trip, while you are connected to Wi-Fi.

Newer Apple, Samsung, and Google smartphones likely support eSIM. For other devices, check if your phone is eSIM-ready. Models like iPhone 11, Samsung Fold S21, and Pixel 3 and later are compatible. If you are not sure verify on the manufacturer's website if needed.

Organizations can use tools like Tempus, which provides automated time tracking, compliance monitoring, and reporting features to help employers meet the directive’s requirements effectively. Tempus helps streamline compliance processes and ensures transparency in record-keeping, making it easier for organizations to follow Luxembourg’s labor laws and the European Directive.

Non-compliance can result in legal consequences, including fines or other penalties. Additionally, non-compliant companies may face increased risks in terms of employee grievances or reputational damage, emphasizing the importance of adherence to these regulations.

Certain exceptions and flexibilities are allowed and are incorporated into Luxembourg’s labor laws. For instance, specific industries or job roles (like emergency services or seasonal work) may have adapted requirements. However, these exceptions must still prioritize employee safety and well-being.

The directive outlines several key requirements: • Maximum weekly working hours: Employees should not work more than 48 hours per week, on average. • Daily and weekly rest periods: Employees are entitled to a minimum daily rest of 11 consecutive hours and a weekly rest period of at least 24 uninterrupted hours. • Paid annual leave: A minimum of four weeks of paid annual leave. • Breaks: Employees have the right to adequate breaks during work hours, especially if their workday exceeds six hours.

Luxembourg has integrated the requirements of Directive 2003/88/EC into its national labor code. These regulations cover key provisions such as maximum weekly working hours, rest periods, and minimum paid annual leave. Employers in Luxembourg must comply with these laws to meet both national and EU standards.

Yes, the European working time directive 2003/88/EC is mandatory in Luxembourg. As an EU Member State, Luxembourg is required to align its national labor laws with this directive, which sets minimum standards for working hours, rest periods, and annual leave to protect workers’ health and safety.

We categorize the substitutability of third-party ICT service providers into four levels: • Not Substitutable: The service is unique, with no comparable alternatives available. • Highly Complex Substitutability: Switching providers would require significant effort and high costs. • Medium Complexity in Terms of Substitutability: Comparable providers exist, but switching would involve extra effort and costs due to dependencies. • Easily Substitutable: The provider can be replaced easily, as there are several comparable options available in the market. These levels help us assess the potential impact on service continuity and plan accordingly to maintain reliability for our customers.

Yes, we have internal monitoring and alert systems in place to check the availability of ICT services provided by our subcontractors, ensuring compliance with DORA requirements.

The impact of subcontracted ICT services depends on the substitutability of the service and how it is integrated into the customer’s operations. While some services may not be easily replaced, our mission is to provide reliable and consistent services to minimize potential disruptions for our customers.

All our ICT subcontractors are classified as Rank 2 under the DORA (Digital Operational Resilience Act) framework.

Mixvoip conducts all operations in EUR.

While Mixvoip does not have a formalized environmental policy with specific targets, sustainability is a key focus, and the company is committed to minimizing its environmental impact. This includes initiatives such as going paperless, offering organic refreshments, using electric vehicles, and planting trees to offset its carbon footprint. Additionally, the data centers operate with 100% green electricity, utilize free cooling, recycle biomass, and continuously monitor energy efficiency to reduce CO₂ emissions and improve sustainability.

Please refer to our Impressum page.

Yes, we rely on subcontractors for ICT service provisioning, in accordance with DORA requirements and GDPR standards. For detailed information about our subcontractors, including provisioning locations and storage details, please refer to our third-party providers.

We have systems in place to monitor and detect security incidents, which are addressed by our internal Incident Management Team. Customers can provide a designated contact for incident notifications through email, ticket submission, or our web panel. When a security incident occurs, we ensure that relevant information is communicated to the designated contact.

The Business Continuity and resilience framework is established per ISO 27001 and further developed under NIS2 and DORA guidelines to ensure ongoing resilience, with policies for response, continuity, and regular review.

The Information Security Program is comprehensively documented under our ISO 27001-certified ISMS and includes policies that have been formally approved by management and communicated to all relevant parties.

Mixvoip manages its entire IT infrastructure, including installation, configuration, and operational management like backup and restore, using its own data centers and in-house personnel. While Mixvoip maintains contracts with selected external providers for limited support, such as advanced hardware replacement, these contracts do not grant access to any scoped systems, data, or processing facilities. This approach enables Mixvoip to retain full control over system access and aligns with our stringent security and compliance standards, minimizing reliance on external entities.

A formal risk governance framework is in place as part of our ISO 27001 certification and aligns with NIS2 and DORA requirements. In addition to that it is necessary to fulfill the german TKG and also SERIMA. Management has approved these policies, covering risk assessment, mitigation, monitoring, and review processes.

Once a year, Mixvoip generates a comprehensive report on its financial health to ensure continuity of performance. This report is prepared by a committee consisting of one external accounting firm and our CFO. It includes key metrics such as debt burden, cash reserves, projected cash flow trends, and revenue. Additionally, the report provides recommendations for maintaining financial stability and resilience. This report is reviewed by the executive committee and the board of directors to ensure adequate funding and proactive risk management.

Mixvoip generates over 12 million in annual revenue, including revenue from subsidiaries with at least 80% ownership.

As of November 1, 2024, Mixvoip employed approximately 63 full-time equivalents (FTEs) respecting local minimum wage regulation. This figure represents the combined employees of Mixvoip SA and its subsidiaries in which Mixvoip holds at least an 80% ownership stake. Outsourced consultants are excluded from this calculation.

Whenever a legal requirement (e.g. Regulators, Law Enforcement, …) is given, Mixvoip grants matching inspection rights For customers we refer to our Terms&Conditions, section 2.4.2

We carry out regular audits and tests to maintain the security and compliance of our services. These include annual certifications like ISO 27001, regulatory audits, and internal vulnerability scans. For more details about our certifications and regulatory framework, please visit our accreditations page.

Mixvoip is ISO 27001 certified, which requires us to have adequate and resilient technical infrastructure to support service continuity. As part of our certification, our technical equipment and continuity measures are reviewed and audited regularly to ensure compliance with ISO 27001 standards. This certification provides assurance that we meet internationally recognized requirements for the security, reliability, and resilience of our technical infrastructure,

All employees within the company are receiving internal security trainings (GDPR, ISO, …) at a regular basis. Certifications including external and internal trainings are also provided to ensure that employees are following best practices. You can find various certifications under our accreditations page.

RZECZKOWSKI Marcin & KISTINGER Clemens 70, rue des Pres L-7333 Steinsel regulatory@mixvoip.com

Within DORA our type of services are the following, depending on the services we provide to you: - ICT project management - ICT help desk and first level support - ICT security management services - ICT, facilities and hosting services (excluding Cloud services) - Non-Cloud Data storage - Telecom carrier - Network infrastructurre - Hardware and physical devices - Software licencing (excluding SaaS) - ICT operation management - ICT Consulting - Cloud services: SaaS - Cloud services: PaaS - Cloud services: IaaS

On our Impressum you can see in which countries we are registered as telecom operator including the regulatory body and our reference there. In addition to that please check out Our accreditations page to find for example our ISO27001 certification.

Within DORA the Legal Entity Identifier (LEI) is being used. Please head over to our Impressum to see the LEI codes for our entities.

Please head over to our Impressum where we list the LEI for the different entities.

To transfer while on a call with Voxbi, follow these steps: 1. Press # to initiate the transfer process. The PBX system will ask you to enter the destination number. 2. Enter the desired destination number, which can be either an internal extension or an external number. 3. Press # again to confirm, and the PBX will connect you with the destination number. 4. If you need to cancel the transfer, press *. 5. To finalize the transfer, simply hang up the phone.

The port configuration can be found here: Voxbi - Network communication

We provide several test numbers you can use for different testing purposes: +352 20 333 000: Perform an echo test to hear your own voice back. +352 20 333 001: Echo test without any announcement, perfect for a quick and silent testing. +352 20 333 002: Use this number for a Milliwatt test to check the quality of your connection. +352 20 333 010: Listen to a metronome tone on our Supernode system. +352 20 333 012: Access an audiobook service hosted on our Supernode. +352 20 880 366: Call this number to hear your caller ID in an international format.

Short guideline on how to configure your devices Easy deploy Yealink / Snom Manual Yealink provisioning Manual Snom provisioning (3xx / 7xx / 8xx) Gigaset – Configure base station

The labels "certified," "compatible," or "supported" do not guarantee quick replacements for hardware. These designations indicate that the hardware meets certain technical standards or compatibility criteria with our systems. For guaranteed quick replacements, we have our “guaranteed-stock” list of hardware, which specifically ensures availability for rapid dispatch when needed. Click here to consult this list and learn more about our “guaranteed-stock”.

'Certified' solutions offer deeper integration with Mixvoip services, including exceptional vendor support and extensive documentation, ideal for vendors who collaborate closely with Mixvoip. 'Compatible' products meet fundamental integration standards and are verified to work seamlessly with our services, ensuring reliable operation.

Vendors can start the certification process by submitting an application to support@mixvoip.com. The application should include details about the product and how it integrates with Mixvoip services. Our team will review the submission and guide you through the next steps, including any necessary testing and documentation.

We categorize the substitutability of third-party ICT service providers into four levels: • Not Substitutable: The service is unique, with no comparable alternatives available. • Highly Complex Substitutability: Switching providers would require significant effort and high costs. • Medium Complexity in Terms of Substitutability: Comparable providers exist, but switching would involve extra effort and costs due to dependencies. • Easily Substitutable: The provider can be replaced easily, as there are several comparable options available in the market. These levels help us assess the potential impact on service continuity and plan accordingly to maintain reliability for our customers.

Yes, we have internal monitoring and alert systems in place to check the availability of ICT services provided by our subcontractors, ensuring compliance with DORA requirements.

The impact of subcontracted ICT services depends on the substitutability of the service and how it is integrated into the customer’s operations. While some services may not be easily replaced, our mission is to provide reliable and consistent services to minimize potential disruptions for our customers.

All our ICT subcontractors are classified as Rank 2 under the DORA (Digital Operational Resilience Act) framework.

Mixvoip conducts all operations in EUR.

While Mixvoip does not have a formalized environmental policy with specific targets, sustainability is a key focus, and the company is committed to minimizing its environmental impact. This includes initiatives such as going paperless, offering organic refreshments, using electric vehicles, and planting trees to offset its carbon footprint. Additionally, the data centers operate with 100% green electricity, utilize free cooling, recycle biomass, and continuously monitor energy efficiency to reduce CO₂ emissions and improve sustainability.

Please refer to our Impressum page.

Yes, we rely on subcontractors for ICT service provisioning, in accordance with DORA requirements and GDPR standards. For detailed information about our subcontractors, including provisioning locations and storage details, please refer to our third-party providers.

We have systems in place to monitor and detect security incidents, which are addressed by our internal Incident Management Team. Customers can provide a designated contact for incident notifications through email, ticket submission, or our web panel. When a security incident occurs, we ensure that relevant information is communicated to the designated contact.

The Business Continuity and resilience framework is established per ISO 27001 and further developed under NIS2 and DORA guidelines to ensure ongoing resilience, with policies for response, continuity, and regular review.

The Information Security Program is comprehensively documented under our ISO 27001-certified ISMS and includes policies that have been formally approved by management and communicated to all relevant parties.

Mixvoip manages its entire IT infrastructure, including installation, configuration, and operational management like backup and restore, using its own data centers and in-house personnel. While Mixvoip maintains contracts with selected external providers for limited support, such as advanced hardware replacement, these contracts do not grant access to any scoped systems, data, or processing facilities. This approach enables Mixvoip to retain full control over system access and aligns with our stringent security and compliance standards, minimizing reliance on external entities.

A formal risk governance framework is in place as part of our ISO 27001 certification and aligns with NIS2 and DORA requirements. In addition to that it is necessary to fulfill the german TKG and also SERIMA. Management has approved these policies, covering risk assessment, mitigation, monitoring, and review processes.

Organizations can use tools like Tempus, which provides automated time tracking, compliance monitoring, and reporting features to help employers meet the directive’s requirements effectively. Tempus helps streamline compliance processes and ensures transparency in record-keeping, making it easier for organizations to follow Luxembourg’s labor laws and the European Directive.

Non-compliance can result in legal consequences, including fines or other penalties. Additionally, non-compliant companies may face increased risks in terms of employee grievances or reputational damage, emphasizing the importance of adherence to these regulations.

Certain exceptions and flexibilities are allowed and are incorporated into Luxembourg’s labor laws. For instance, specific industries or job roles (like emergency services or seasonal work) may have adapted requirements. However, these exceptions must still prioritize employee safety and well-being.

The directive outlines several key requirements: • Maximum weekly working hours: Employees should not work more than 48 hours per week, on average. • Daily and weekly rest periods: Employees are entitled to a minimum daily rest of 11 consecutive hours and a weekly rest period of at least 24 uninterrupted hours. • Paid annual leave: A minimum of four weeks of paid annual leave. • Breaks: Employees have the right to adequate breaks during work hours, especially if their workday exceeds six hours.

Luxembourg has integrated the requirements of Directive 2003/88/EC into its national labor code. These regulations cover key provisions such as maximum weekly working hours, rest periods, and minimum paid annual leave. Employers in Luxembourg must comply with these laws to meet both national and EU standards.

Yes, the European working time directive 2003/88/EC is mandatory in Luxembourg. As an EU Member State, Luxembourg is required to align its national labor laws with this directive, which sets minimum standards for working hours, rest periods, and annual leave to protect workers’ health and safety.

Once a year, Mixvoip generates a comprehensive report on its financial health to ensure continuity of performance. This report is prepared by a committee consisting of one external accounting firm and our CFO. It includes key metrics such as debt burden, cash reserves, projected cash flow trends, and revenue. Additionally, the report provides recommendations for maintaining financial stability and resilience. This report is reviewed by the executive committee and the board of directors to ensure adequate funding and proactive risk management.

Mixvoip generates over 12 million in annual revenue, including revenue from subsidiaries with at least 80% ownership.

As of November 1, 2024, Mixvoip employed approximately 63 full-time equivalents (FTEs) respecting local minimum wage regulation. This figure represents the combined employees of Mixvoip SA and its subsidiaries in which Mixvoip holds at least an 80% ownership stake. Outsourced consultants are excluded from this calculation.

Whenever a legal requirement (e.g. Regulators, Law Enforcement, …) is given, Mixvoip grants matching inspection rights For customers we refer to our Terms&Conditions, section 2.4.2

We carry out regular audits and tests to maintain the security and compliance of our services. These include annual certifications like ISO 27001, regulatory audits, and internal vulnerability scans. For more details about our certifications and regulatory framework, please visit our accreditations page.

Mixvoip is ISO 27001 certified, which requires us to have adequate and resilient technical infrastructure to support service continuity. As part of our certification, our technical equipment and continuity measures are reviewed and audited regularly to ensure compliance with ISO 27001 standards. This certification provides assurance that we meet internationally recognized requirements for the security, reliability, and resilience of our technical infrastructure,

All employees within the company are receiving internal security trainings (GDPR, ISO, …) at a regular basis. Certifications including external and internal trainings are also provided to ensure that employees are following best practices. You can find various certifications under our accreditations page.

RZECZKOWSKI Marcin & KISTINGER Clemens 70, rue des Pres L-7333 Steinsel regulatory@mixvoip.com

Within DORA our type of services are the following, depending on the services we provide to you: - ICT project management - ICT help desk and first level support - ICT security management services - ICT, facilities and hosting services (excluding Cloud services) - Non-Cloud Data storage - Telecom carrier - Network infrastructurre - Hardware and physical devices - Software licencing (excluding SaaS) - ICT operation management - ICT Consulting - Cloud services: SaaS - Cloud services: PaaS - Cloud services: IaaS

Absolutely! Whether you need a brand-new mobile number or wish to keep your current one, we've got you covered. We offer new mobile numbers and can also handle the porting process to transfer your existing number to our services, ensuring a smooth transition.

At Mixvoip, we understand that your needs can change rapidly. Whether it’s for working from home, faster video downloads, or online gaming, we’re here to support you. Whatever the reason, we can upgrade your internet connection whenever you need, ensuring you always have the speed and reliability you require.

The contract duration of a new internet line is 2 years.

With our internet installation packages, we can provide you with a Fritzbox for your connection. However, our technicians are trained to work with a wide range of modems. This gives you the flexibility to choose the modem that best suits your needs, and we’ll ensure your internet line is set up properly on the device you select.

If you already have internet with Mixvoip and you are moving, you only need to contact our experts here, they will contact you back to plan everything, to make sure you have the new internet line when you need to.

On our Impressum you can see in which countries we are registered as telecom operator including the regulatory body and our reference there. In addition to that please check out Our accreditations page to find for example our ISO27001 certification.

Within DORA the Legal Entity Identifier (LEI) is being used. Please head over to our Impressum to see the LEI codes for our entities.

Please head over to our Impressum where we list the LEI for the different entities.

To migrate your configuration, follow our step by step guide. In a rush? Here’s a summary: 1) update Voxbi Legacy to the latest available in the store; 2) open the latest version of Voxbi Legacy at least once; 3) only then install and open Voxbi 2.

If your question isn't answered here, please browse our database of all Voxbi Cloud PBX FAQs.

If your question isn't answered here, please browse our database of all FAQs.

To transfer while on a call with Voxbi, follow these steps: 1. Press # to initiate the transfer process. The PBX system will ask you to enter the destination number. 2. Enter the desired destination number, which can be either an internal extension or an external number. 3. Press # again to confirm, and the PBX will connect you with the destination number. 4. If you need to cancel the transfer, press *. 5. To finalize the transfer, simply hang up the phone.

The port configuration can be found here: Voxbi - Network communication

We provide several test numbers you can use for different testing purposes: +352 20 333 000: Perform an echo test to hear your own voice back. +352 20 333 001: Echo test without any announcement, perfect for a quick and silent testing. +352 20 333 002: Use this number for a Milliwatt test to check the quality of your connection. +352 20 333 010: Listen to a metronome tone on our Supernode system. +352 20 333 012: Access an audiobook service hosted on our Supernode. +352 20 880 366: Call this number to hear your caller ID in an international format.

Mixvoip has a mail to sms option that operates by sending an email to destination@smsu.eu. The message to be sent is taken from the email body, and if no message is found inside the email body, the subject of the email will be used as SMS message. Create a new mail where the recipient is the mobile number followed by the domain @smsu.eu, paste your FAX key provided by Mixvoip in the subject, and write your message in the body message. Recipient: (+XXX)NUMBER@smsu.eu Subject: fk:XXX-XXXXXXXXX Body Message: Your Message Authentication in the destination header If you can not change the email body, then you have the option to put your fax key into the destination header (To:) of your email. Just take the fax key and add it after the recipient’s phone number but do not forget to strip the “:”. Example: +352691234567fk15805-0938efc33d@smsu.eu The message body We try to guess or extract the message of your email by applying some filter rules. • We cut off the message after “–” because that is normally the start of the email signature • We do not filter after the “<html>” tag • To make sure that no extremely long messages are sent, we cut the email body to 300 characters • If the message inside the email body is empty, we use the subject as message text

Send and receive faxes by email With our cloud PBX solution, send and receive faxes directly from your email account. If you have a fax machine, with an analog to IP converter, you can send faxes and receive them. However, the full transmission cannot be guaranteed for technological reasons detailed below. Is The Fax Dead – Read The Article ALTERNATIVE SOLUTIONS TO FAXES In most European countries, all telecommunication players have agreed to gradually replace the switched telephony technologies with ALL-IP ones by 2025. Today the use of a fax machine in a VoIP environment remains possible, but according to Règlement ILR dated 9th of August 2017, ‘‘there is no guarantee of end-to-end interoperability’’ (ILR/T17/9) As Voice over IP technology is optimized for voice transport, fax transmissions cannot be guaranteed anymore, by any operator. E-SIGNATURE In some cases, faxes have a legal value. This is why, the electronic signature is the best alternative at the moment. At Mixvoip, we developed our own module with an electronic signature. sign.mixvoip.com Customers can fill, sign and send their documents online. They have a legal value. The document will be also sent by email to the customer at the email address they provided.

Create a new mail where the recipient is the FAX number followed by the domain @ufax.eu, attach a PDF file in A4 format, and paste your Fax key provided by Mixvoip in the subject or in the message body. Recipient: NUMBER@ufax.eu (number must be numeric and can look like 004969… for international calls or 20333390 for national ones for example) Subject: fk:XXX-XXXXXXXXX The PDF file must be in A4 format 210 x 297 mm (21 x 29,7 cm) Features and limitations FAX key is only usable from the same domain as the email address shown on the page you retrieved the FAX key from • Supports 1-5 documents per e-mail • Supports up to 5 different recipients • Supports PDF • Documents should be in portrait, not landscape format FAX key Your FAX key can be retrieved from our web interface in the user settings section. This page is accessible by going to the ‘User management’ menu and clicking on the username you want to send a fax from. Technical details The fax key is a 9 characters long sub-string of the concatenated md5 hash of the username, password, and the suffix string “faxkey”, prefixed by the user’s account code. $faxkey=$accountcode.'-'.substr(md5($username$password.'faxkey'),0,9);

Short guideline on how to configure your devices Easy deploy Yealink / Snom Manual Yealink provisioning Manual Snom provisioning (3xx / 7xx / 8xx) Gigaset – Configure base station

Perform a Speed Test: We recommend starting by conducting a speed test on your line. Since the speed can never be guaranteed with a wireless connection (such as WiFi), please connect your computer to the router using an Ethernet cable. 1. Visit the Speed Test Website: Go to www.speedtest.lu and click on the"BEGIN TEST" button. Wait for the results to be fully displayed (PING, DOWNLOAD SPEED, UPLOAD SPEED). 2. Interpret the Results: YES: If the results match the speed of your Internet subscription, the speed issue does not seem to come from your line. Please check your computer hardware and settings. NO: If the results do not match the speed of your Internet subscription, please restart your router.(unplug the power from your router for a few seconds and then plug it back in)

An eSIM is the digital evolution of the traditional plastic SIM card. It’s software that lets you have a smooth installation by scanning a QR code only directly to your phone, enabling you to connect to local networks and even worldwide with ease. Convenient and eco-friendly, just scan the QR code, and you're all set!

Yes! eSIMs let you store several plans on your phone and switch between them instantly. Most devices allow up to two active eSIMs at once, though some may limit the number you can store (usually 8-10).

We recommend scanning the QR code and installing your eSIM right before your trip, while you are connected to Wi-Fi.

Newer Apple, Samsung, and Google smartphones likely support eSIM. For other devices, check if your phone is eSIM-ready. Models like iPhone 11, Samsung Fold S21, and Pixel 3 and later are compatible. If you are not sure verify on the manufacturer's website if needed.

When a call comes into your group, it rings your extension, which is then forwarded to your mobile. If your mobile has voicemail enabled, the call can be intercepted by your voicemail if it picks up before you do. Since the system can’t distinguish between a person answering and the voicemail picking up, the call is treated the same way. To prevent this, you can either disable your mobile voicemail completely or extend the voicemail delay to be longer than the group’s ring time. The best solution is to completely disable your mobile voicemail.

Voxbi Mobile is a fixed-mobile convergence app, so calls are forwarded to your mobile. A notification is typically sent before the call, but it's not always reliable due to the way phone's OS handle notifications. To reliably differentiate, you can use a dedicated eSIM for Voxbi calls. Two alternative options : 1. eSIM Icon 2. eSIM Ringtone

Voxbi is available on Windows and mobile (Play Store for Android and App Store for iOS). LINK to playstore and Appstore Mac and Linux users can use the web application available at https://voxbi.team/. You can download the latest version of Voxbi for Windows from our https://www.mixvoip.com/voxbi/download. For mobile devices, Voxbi is available on the Play Store for Android and the App Store for iOS.

The latest version of Voxbi for Windows is available on our webpage https://www.mixvoip.com/voxbi/download.

With a SEPA Direct Debit Mandate, you can set up easy, automatic payments directly from your bank account. It’s an easy way to stay on top of your bills and never worry about missing a payment. You can find the SEPA documents in different languages at the following links: 🇬🇧 https://sign.mixvoip.com/public/sepa-mv-en 🇫🇷 https://sign.mixvoip.com/public/sepa-mv-fr 🇩🇪 https://sign.mixvoip.com/public/sepa-mv-de

Although support for telephony, local network, and Wi-Fi is not included in our retail internet packages, we offer specialized packages tailored for the unique needs of shops, restaurants, and salons. These packages come with very competitive pricing and provide support seven days a week to cover all your communication needs.

Our team of local engineers and technicians perform the support. They are tech-savvy and reachable by many means. Cherry on the cake, they speak 5 languages.

Our Cloud PBX solution has been developed in-house and continuously improved since 2008. This allows us to provide highly customizable solutions and be reactive. No third parties are involved.

You can find all the details about each package available to you by clicking here. If you are not sure which feature you need, our sales team is available to help you. You can contact them directly here.

Mixvoip does not provide router access by default but grants full administrative rights for free upon request, allowing customers complete independence in managing their IT and internet security. For connections like copper DSL and coax, a modem might be necessary; however, the setup remains transparent. Customers may also configure their own devices using provided PPPOE credentials or fixed IP parameters depending on the connectivity service selected.

We would be happy to work with you! To find all the information about a partnership with Mixvoip, you can discover our page dedicated to this subject by clicking here.

You can contact our technicians or our sales team directly via the internet page “Contact us”. You can also book a meeting with one of our team members to find answers to all your questions.

The "monitoring and alerting" feature specifically tracks the real-time status of your network connectivity, sending alerts for any disruptions to ensure quick resolution. "Bandwidth graphs" visually represent the usage of your network's bandwidth over time, helping you monitor traffic patterns and manage network capacity effectively. Together, these tools are crucial for optimizing and maintaining reliable internet connectivity.

"Support hours" refer to the times customer service is available to help with general inquiries and support issues. "Fault processing hours" are specifically for technical teams to address and resolve service faults or disruptions, typically offering extended time slots to ensure you are never without internet.

Our Retail internet packages, tailored for the demands of retail business operations during weekends and peak periods like Christmas, offer extended support hours and quicker intervention times, available seven days a week. These are designed to ensure reliability during critical business times, unlike our standard fiber options which cater to general needs with more affordable pricing.

Yes, we offer highly redundant internet lines that enter the building through different paths. Many business premises can be connected via multiple routes, and we supply the fiber route maps, known as KMZ or KML files, for complete transparency. The internet lines can be set up to terminate on either separate routers or a single router. By using BGP (Border Gateway Protocol), we enable dynamic failover and manage redundancy effectively.

Businesses often require the same upload and download speeds due to applications like video conferencing, data backups, and large file transfers. A symmetrical setup, though potentially more costly, avoids bottlenecks and should be considered for businesses with more than 20 users. Investing in a symmetrical connection ensures efficient data handling, minimizes latency, and supports consistent performance.

The bandwidth on DIA (Dedicated Internet Access) lines is dedicated, not shared. These are point-to-point connections, meaning a specific portion of fiber is reserved exclusively for your use. Unlike shared technologies like X-GPON, DIA lines ensure consistent performance and reliable connectivity, as your bandwidth is not affected by other users.

Yes, upgrading your Emios Internet Line to a higher speed is easy. Just reach out to our sales team, and we can plan the upgrade without any intervention. Please note that in some scenarios, you might need to upgrade your router or choose a faster router from our managed router model to fully benefit from the increased speed.

Not all Emios Internet packages are fiber-based. Some buildings are not yet connected to the fiber network, and only DSL may be available, offering speeds below 100 Mbit/s. You can verify the available options for your address using our internet search page. The fiber network is expanding quickly, so availability may improve over time.

For selecting internet bandwidth, it's generally recommended to start with at least 1 Gbit/s, especially for businesses utilizing cloud services. If higher bandwidth is available at your location, opting for more can enhance productivity and prevent slow internet from impacting your operations. This recommendation applies both to large enterprises and SMEs, where the demand for bandwidth is consistently growing.

Experience hassle-free billing with Mixvoip - all your invoices will be conveniently delivered to your inbox and accessible anytime on your personal Mixvoip platform. For any tailored assistance, feel free to reach out to billing@mixvoip.com.

Mixvoip ensures each customer receives a unique, dynamically allocated IPv4 address by default, with no sharing of IP addresses or use of carrier-grade NAT. For a nominal fee, this can be upgraded to a fixed IPv4 address. We adhere to strict net neutrality, blocking no traffic to provide the purest internet experience. IPv6 blocks are also available at no extra cost.

While mobile connectivity over 5G or satellite may not match the reliability of fiber lines, it is comparable to or better than slow or poor-quality copper DSL connections. These options offer higher speeds and can be a reliable alternative in areas where traditional wired internet is not feasible.

Internet routers are often installed in locations with poor mobile connectivity, such as underground rooms, metal racks, or the interior of buildings. Modern building materials can also hinder mobile signals. To ensure optimal connectivity, we provide a separate mobile router that can be placed outdoors or in areas with better signal reception. This approach allows for reliable 5G connectivity where it is most effective.

The MTU (Maximum Transmission Unit) size for the 5G service is set to 1420 bytes. This is slightly less than the standard 1500 bytes.

There are two setups for the 5G backup activation: automatically, where our router detects an internet downtime on the primary line and switches to the 5G backup, or manually, by rerouting traffic on your firewall to the 5G router to initiate a failover.

The IP address assigned to your services will come from Mixvoip's own block of IPv4 and IPv6 addresses. Mixvoip handles the allocation of IP addresses, ensuring optimal performance and adherence to internet governance standards. Both static and dynamic options are available, depending on client needs.

Purchasing services directly from infrastructure providers often lacks the personalized service and customer support that Mixvoip offers. Beyond just providing connectivity, we add value with tailored solutions, expert support, and integrated services to meet specific business needs. In a business environment, comprehensive support for not only connectivity, but also network issues (including LAN and Wi-Fi), is crucial.

Installing our own cables isn’t feasible due to the enormous logistical, economic, and ecological challenges it would present. It's more practical and sustainable for local infrastructure providers to build and maintain these networks. This strategy prevents redundant infrastructure, which would be economically inefficient and ecologically unsound. Instead, by accessing these existing networks, Mixvoip focuses on delivering added value through our telecommunications services, ensuring customers receive high-quality, cost-effective solutions.

The 5G Backup service provided comes with unlimited data usage, ensuring continuous and unrestricted internet connectivity.