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.

Before setting up a managed IT contract, we conduct an initial assessment of your IT infrastructure to calculate a fixed monthly cost that covers: • IT support for daily operations and troubleshooting • Regular updates, patches, and maintenance to keep systems secure and optimized • Documentation of your IT setup • Inventory tracking, with updates after major organizational changes or on a scheduled basis (e.g., every 6 months)

Yes, we provide managed IT contracts that cover support, maintenance, updates, and guaranteed intervention times for a fixed monthly fee. Unlike hourly billing under a standard support contract, these agreements ensure predictable costs.

“Zone 1" refers to areas where we guarantee a Time to Intervene (TTI) as outlined in our Service Level Agreements (SLAs). This means that for customers located in Zone 1, we commit to a defined maximum intervention time for on-site support, ensuring faster response when assistance is needed.

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.

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.

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.

The minimum contract duration for our mobile connectivity services is 4 months.

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 comes with unlimited data usage, ensuring continuous internet connectivity during outages or maintenance of your primary internet line. However, please note that Mixvoip reserves the right to block non-business-critical applications and websites such as video streaming platforms, social media, and torrent downloads. This service is specifically designed as a backup solution and not intended for continuous use as a primary connection.

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.

We do have different internet packages for individuals. You can find all our internet offers directly on our Residential page.

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.

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.

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)

Although support for telephony, local network, and Wi-Fi is not included in our retail internet packages, we offer specialized packages for the 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 meet 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.

The contract duration of a new internet line is 1 year.

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.

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.

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.

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, 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.

Our Cloud PBX solution has been developed entirely in-house and has been continuously enhanced since 2008. This allows us to deliver highly customizable solutions and maintain rapid responsiveness. No third parties are involved in the development process.

Yes, we do! Documentation is available at docs.voxbi.com.

Voxbi is available on Windows and mobile (Play Store for Android and App Store for iOS). 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 download page.

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.

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

You can hover over any permission name to see its description. We understand the current names may not always be clear, so we’re revising them to make them easier to understand. Click here to view a table with the current and revised permission names, along with their descriptions.

We have a nice onboarding tutorial. Click here to open it.

Organizations can leverage tools like Tempus, which offers automated time tracking, compliance monitoring, and reporting features to help employers effectively meet the directive’s requirements. Tempus streamlines compliance processes and ensures transparency in record-keeping, making it easier for organizations to adhere to national labor laws and the European Directive.

Certain exceptions and flexibilities are permitted and integrated into labor laws. For example, specific industries or job roles (such as emergency services or seasonal work) may be subject to adapted requirements. However, these exceptions must still prioritize employee safety and well-being.

The directive sets out 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: Employees are entitled to a minimum of four weeks of paid annual leave. • Breaks: Employees have the right to adequate breaks during working hours, especially if their workday exceeds six hours.

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 establishes minimum standards for working hours, rest periods, and annual leave to protect workers’ health and safety.

Non-compliance can lead to legal consequences, including fines and other penalties. Moreover, non-compliant companies may face heightened risks related to employee grievances or reputational damage, underscoring the importance of adhering to these regulations.

EU member states have incorporated the requirements of Directive 2003/88/EC into their national labor codes. These regulations address key provisions such as maximum weekly working hours, rest periods, and minimum paid annual leave. Employers within the Union are required to comply with these laws to meet both national and EU standards.

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 assistance, feel free to reach out to billing@mixvoip.com.

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.

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

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”.

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.

'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.

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.

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.

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, support for not only connectivity, but also network issues (including LAN and Wi-Fi), is crucial.

Calls are billed per second. SMS are billed by SMS, where each SMS represents a single text message of up to 160 characters (using the standard GSM character set). If a message exceeds this limit, it may be split into multiple SMS, each billed separately.

Regardless of the package selected, MMS functionality remains disabled.

Absolutely! You can port your existing number to our services. We will only need an invoice of less than three month from your current operator, then we will manage the porting.

Our mobile plans are blocked, so you won't face any unexpected charges or out-of-package surprises. If you need additional data, we offer the option of an eSIM. This allows you to access extra data no matter where you are, ensuring you stay connected without hassle.

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.

Mixvoip’sr flatrate packages that allow unlimited calls to over 100 destinations for only €9.90 per user per month, are exclusively available for PBX systems that have achieved Mixvoip's certification levels of "certified" or "compatible." This includes systems like Innovaphone, Starface, Wildix, 3CX, Asterisk, Freeswitch, Avaya, and Microsoft Teams, provided they are managed by a Mixvoip channel partner. Flatrate packages are not available for use in call centers or with any automated call dialing systems, such as predictive dialers. You can find the list of countries included in our flatrate package on our call rates page.

At Mixvoip, we let you choose what fits you the most: purchase your printer and print whenever you need, with no other fees or commitments, or get a printer for your business with a monthly fee and pay for the pages you print, whether in black & white or color.

The prices shown on each printer’s page include the cost of the selected printer, delivery, and setup with testing on one computer, regardless of whether you purchase just the printer or choose our managed printer service.

To obtain an updated contract that complies with DORA requirements, please be informed that our updated terms and conditions are fully DORA-compliant, specifically sections 1.5.3 and 1.12.8 address these requirements. To ensure that your inventory of Mixvoip services is current, please contact our billing department at billing@mixvoip.com. They will provide you with a contract quote listing all your existing services and service level agreements (SLAs), without modifying the duration of your contract. This quote, together with our terms and conditions, will form your contractual relationship with Mixvoip and will be fully compliant with DORA.

DORA is the short term for the Digital Operational Resilience Act, a EU regulation.

We only select subcontractors who are compliant with the DORA for our critical and important ICT services.

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.

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

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.

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. You can find the information on our subcontracted ICT services here.

We categorize the substitutability of third-party ICT service providers into four levels: • Not substitutable: The service is unique, with no comparable alternatives available. • Limited substitutability: Switching providers would require significant effort and high costs. • Complex 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. These levels are used on our third party provider list.

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

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.

ISO27001 is our short term for the ISO/IEC 27001 from the International Organization for Standardization and is the world`s best-known standard for information security management systems.

In line with ISO 27001 guidelines, we have systems in place to monitor and detect security incidents. These are managed by our internal Incident Management Team. Customers can provide a designated contact for incident notifications through email, ticket submission or our web panel. If a security incident occurs, we ensure the designated contact is promptly informed with all relevant details.

We leverage AI to generate summaries of phone calls, ensuring compliance with GDPR while enhancing customer service. According to guidance from the BfDI, storing AI-generated summaries without recording spoken word may not require consent. Mixvoip views this as an example of data minimization and justifies the practice under legitimate interests and contractual necessity. Click here to read the full answer.

With GDPR we refer to the General Data Protection Regulation of the EU.

Yes, Mixvoip stores and processes customer data in full compliance with GDPR. This data is securely stored on servers located within the European Union, ensuring adherence to the highest standards of data protection, privacy, and security. For more information, visit our GDPR page.

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.

NIS2 stands for “Network & Information Security Directive” which is defined in the Directive on measures for a high common level of cybersecurity across the Union from the EU.

• Auto-provisioning for Yealink/Snom • Manual provisioning for Yealink • Manual provisioning for Snom (3xx / 7xx / 8xx series) • Manual configuration for Gigaset

Add a soundfile in your PBX system. For detailed guidance, refer to our Add Soundfile Video Guide.

Set up IVR within your PBX system. For step-by-step instructions, watch our Create IVR Video Guide.

Configure your PBX system to forward calls to your mobile device. For detailed instructions, watch our Mobile Twinning Setup Video Guide.

Organize your contacts into groups for easier communication. Follow the instructions on our Video guide.

Add contacts to the button of desk phone within your PBX system. For a detailed guide, refer to our Add Phone Contacts Video Guide.

Set up a new extension in your PBX system. For detailed steps, refer to our Add Extension Video Guide.

Change the name of an extension in your PBX system. For a step-by-step guide, watch our Username Change Video Guide.

Define time conditions in your PBX system to establish call routing rules. For detailed instructions, view our Time-Based Routing Video Guide.

For a detailed guide, watch our Password Change Video Guide

Start using Voxbi Web in no time with this quick Video guide.

Visit my.mixvoip.com , and enter your username and password on the administrator login page. For a detailed walkthrough, refer to our Login Video Guide. If you are unsure of your credentials, please email us at support@mixvoip.com from your professional email address.

You can find your Voxbi login by contacting your administrator, who will define or send you an email to set up your password. Alternatively, you can reach out to us at support@mixvoip.com using your professional email address for assistance.

Go to Phone Buttons tab, add the desired extension under "Type," and save your changes.

Navigate to Home tab > VM to Email Only, activate the feature, and save your settings.

Navigate to Home tab > Email, update the email field, and save your changes.

Navigate to Home tab > Do Not Disturb, activate the feature, and save your changes.

Navigate to Home tab > Voicemail PIN, enter a 4-digit PIN, confirm it, and then save your changes.

Go to my.mixvoip.com and enter your username, extension number, and Voxbi password on the login page. If you are unsure of your login details, please contact your administrator or email us at support@mixvoip.com from your professional email address.

Navigate to Home tab > Name, update the name field, and save your changes.

Navigate to Home tab > Call Anonymously, activate the feature, and save your settings.

Navigate to Call Forwarding tab > Add Device Routing Rule, select the event and target, and save your settings.

Voxbi is available on : • Play Store for Android • App Store for iOS

Take control of your availability with the DND feature. Learn how to activate or deactivate Video guide.

Get started quickly by following this Video guide

Easily manage your mobile twinning settings with just a few taps. Watch our Video guide

1. Press # to initiate the transfer process. The PBX system will prompt you to enter the destination number. 2. Enter the desired destination number, which can be an internal extension or an external number. 3. Press # again to confirm, and the PBX will connect you to the destination number. 4. If you need to cancel the transfer, press . 5. To finalize the transfer, simply hang up the phone.

When a call comes into your group, it rings your extension and is then forwarded to your mobile. If your mobile voicemail is enabled, it may intercept the call if it picks up before you do. Since the system cannot differentiate between a person answering and the voicemail picking up, the call is treated the same way. The most effective solution is to disable your mobile voicemail completely.

To migrate your configuration seamlessly, follow our step by step guide.

The SIP call (purple button) uses an internet connection (Wi-Fi or 4G), while the green button initiates a call using your mobile SIM card.

To obtain a Voxbi QR code, log in to your account at my.mixvoip.com and follow the steps in your PBX account settings. For a detailed walkthrough, refer to our Voxbi QR Code Video Guide.

Ensure the correct configuration of your headset by watching this Video guide

To change the ringtone during a call, navigate to Settings > Phone Tab and enable the Second Call Alert. This will play a distinct sound for incoming calls while you’re on another call.

The latest version of Voxbi for Windows is available on our download page. For Mac and Linux users, the web application is accessible at voxbi.team

Discover the key features and tools Voxbi Web has to offer with this Video guide.

Comprehensive API documentation is available at docs.voxbi.com. Explore our APIs to integrate Voxbi functionalities into your projects seamlessly.

Absolutely. If your needs change, we can upgrade you to our co-managed package anytime.

Yes, our primary MDM solution is powered by Miradore, a European provider that is fully GDPR-compliant and meets the highest data protection standards.

No, our MDM services are completely independent of our mobile subscriptions. You can use our MDM tools with any mobile provider.

Yes, we do. While Intune isn't part of our default MDM packages, we’re fully certified and can provide custom solutions based on Microsoft Intune. Please contact support@mixvoip.com for more information on that matter.

Mixvoip offers a Mail-to-SMS service that allows you to send SMS messages by simply sending an email. Follow the instructions on our Mail-to-SMS guide

With our Cloud PBX solution, you can send and receive faxes directly from your email. No physical fax machine needed. To send a fax via email follow the instructions on our Mail-to-Fax guide Prefer using a traditional fax machine? You can still use your fax device with an analog-to-IP converter. However, due to the nature of modern networks, we cannot guarantee 100% transmission reliability. For more details, read our articles: • 📄 Is the Fax Dead? • 📄 Is the Fax Dead? (2/2) – Update

Mixvoip follows the EU Whistleblower Directive (Directive (EU) 2019/1937), which establishes common minimum standards for the protection of individuals who report breaches of EU law. This directive aims to create a safe and transparent framework across member states, ensuring whistleblowers are protected from retaliation and can report concerns securely. In Luxembourg, this directive has been transposed into national law through the Law of 16 May 2023, which Mixvoip fully complies with, alongside similar regulations in other countries where it operates. Our whistleblowing policy guarantees confidentiality and safeguards the identity of whistleblowers, ensuring that their reports are handled securely and without fear of retaliation. To facilitate reporting, we have established a dedicated email address, whistleblowing@mixvoip.com, which provides an accessible and confidential channel for submitting concerns. Mixvoip guarantees compliance with all legal requirements to protect whistleblowers and encourages reporting in good faith to address breaches effectively.

Yes. Mixvoip maintains a formal risk assessment program as part of its ISO/IEC 27001-certified Information Security Management System (ISMS). All core services — including telephony, cloud PBX, connectivity, and call recording — are subject to regular risk assessments. These evaluations cover technical, operational, regulatory, and data protection risks, and they are reviewed and updated as part of our continuous improvement and compliance processes.

Mixvoip is not subject to AML obligations under current Luxembourg or EU financial regulations, as we do not provide financial, payment, or fiduciary services. Therefore, we do not maintain a standalone AML policy. However, we fully support our regulated customers in meeting their compliance obligations, and we implement strong Know-Your-Customer (KYC) and due diligence practices where relevant to our operations.

Mixvoip has a clearly defined corporate governance structure supported by internal policies, including those related to information security, compliance, risk management, and operational oversight. Governance principles are embedded across our ISO/IEC 27001-certified management system and organizational practices.

Mixvoip has knowledge of the financial industry’s legal and regulatory requirements, ensuring compliance with its frameworks. As a trusted ICT partner for over 4,200 business and institutional customers across Luxembourg, Belgium, and Germany, Mixvoip adheres to key regulations such as GDPR, DORA, NIS2, TKG §109 and SERIMA. Together with our ISO 27001 certification this highlights our commitment to secure information management systems and telecommunications security. In addition to that Mixvoip actively engages with national telecom regulatory bodies. All this allows Mixvoip to deliver solutions for its clients, including highly regulated sectors like finance.

Mixvoip has not been the subject of any formal enforcement action. However, we routinely engage with regulatory bodies (e.g., ILR, CNPD, IBPT, BNetzA, ARCEP) through audits, inspections, and compliance reporting as part of our obligations. Any findings have been resolved without penalty or escalation.

No, Mixvoip has never filed for bankruptcy. The company is financially stable and committed to ensuring business continuity. As part of this commitment, Mixvoip conducts regular checks of its financial situation to maintain operational stability and deliver reliable services to its customers.

Mixvoip does not formally commission a single annual penetration test on its own initiative. However, due to the nature of our customer base — including entities subject to DORA, NIS2, PSF and ISO 27001 requirements — our systems are regularly tested as part of their independent security assessments. Mixvoip proactively collaborates with these customers and their security partners, resulting in multiple penetration testing activities throughout the year that cover various layers of our infrastructure and services. Findings from these tests are tracked and addressed as part of our continuous improvement and ISO/IEC 27001-compliant risk management process.

Yes. Mixvoip has a formal, documented cybersecurity framework in place as part of its ISO/IEC 27001-certified Information Security Management System (ISMS). This includes policies, procedures, and controls addressing risk management, access control, incident response, business continuity, and other key areas of cybersecurity.

Mixvoip maintains a fully documented incident management process in line with ISO/IEC 27001 standards. All operational events — including any potential outages — are logged, reviewed, and, when required, notified to relevant regulatory authorities such as ILR, IBPT, BNetzA, ARCEP, and the appropriate data protection bodies. As part of our commitment to transparency and compliance, we support regulated customers (including those under DORA) by providing incident-related information as contractually agreed or required by regulation. For confidentiality and security reasons, we do not publicly disclose complete incident history. Detailed information is shared only on a need-to-know basis, and only with the concerned customer, relating strictly to services they receive from Mixvoip. As a multi-service operator, we do not disclose incidents affecting unrelated services or other customers.

Mixvoip has advanced fraud monitoring systems configured with strict parameters and multiple security rules to detect, analyze, and prevent fraudulent activities in real time, allowing us to offer our anti fraud protection. Additionally, our cybersecurity measures, including firewalls, DDoS protection, and DNS Shield, further enhance our ability to safeguard against evolving fraud tactics. Mixvoip maintains an exceptionally low complaint rate. This reflects the high level of satisfaction among our customers and the reliability of our services. Our proactive approach to monitoring and resolving issues ensures continued trust and seamless operations for all clients.

You can find our Code of Conduct on our Legal page.

An SMS is limited to 160 characters when using standard GSM-7 encoding (the most common encoding for text messages). This includes spaces, punctuation, and special characters. If your message contains characters not supported by GSM-7 (e.g., certain emojis or non-Latin characters), it will be sent using Unicode encoding (UCS-2). In this case, the character limit is reduced to 70 characters per SMS. For longer messages, SMS uses a feature called "concatenation" to split the text into multiple parts. Each part reserves characters for linking, reducing the effective limit to 153 characters per part for GSM-7 or 67 characters per part for UCS-2. For example: • A 300-character message in GSM-7 will be split into 2 parts of 153 characters and 1 part of 94 characters. • A 300-character message in UCS-2 will require 5 parts of 67 characters each. The price for sending SMS is calculated per part, so longer messages may incur higher costs.

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

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.

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

Mixvoip SA has a D-U-N-S number, available in our Impressum. Our related companies in the different countries can all be identified by the VAT number and also the LEI code.

Please refer to our Impressum page.

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.

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.

Mixvoip conducts all operations in EUR.

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.

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.

Once a year, Mixvoip generates a report on its financial health to ensure continuity of performance. This report is prepared by a committee including 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.

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.

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.

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

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.

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.

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