This guide covers only changing the service operator. To change billing details, follow the guide Services – Billing Details. To hand a service over to a new owner, follow the guide Services – Transferring to Another Customer.
In this guide, you will learn:
- The service operator’s role
- How to change the operator
- How to cancel an operator change
- Common issues
- Frequently asked questions
Service operator
Service operator details are used to generate a Data Processing Agreement governing the mutual rights and obligations of us as the service provider and you as the service administrator when processing personal data obtained in connection with providing the service.
Změnu provozovatele můžete provést dvěma způsoby, a to electronically (přes e-mail a SMS) nebo přes papírovou request with officially certified signatures.
Changing the service operator
To open the service operator change request interface, follow these steps:
- Log in to Customer Administration ⧉.
- In the top menu, select the service type.
- Select the specific service in the overview.
- In the left menu, click Contact details (operator).
Change service operator:
Make the actual changes in the form Edit service operator details below the data processing agreement details. Below the form, select the data processing consent checkboxes and choose how to confirm the changes: online using email and SMS, or by sending a form with officially certified signatures.
Changing the operator online
To change the operator online, you must meet these conditions:
- Both the original and new operators’ email accounts are accessible.
- Both the original and new owners’ phones have European country codes, are accessible and can receive an SMS verification code.
If these conditions are not met or the online operator change fails for another reason, make the change using a form with officially certified signatures.
In the section Change confirmation method select the option Both the original and new owners confirm the change using email and SMS and click the button Save.
Make sure both the original and new operators then follow these steps:
- Open the email Change of service operator details (service type, name and number) from hosting@wedos.com.
- Copy the password in the email.
- Click the link in the email.
- On the page that opens, enter the passwords from the email and SMS.
- Zaškrtněte souhlasy.
- Click the button Confirm request.
Once both parties complete this process, the system generates and sends a new data processing agreement within 1 hour.
Changing the operator with a certified request
You can use this method even if the original or new operator’s email or phone is unavailable.
Změnu provozovatele vyřizuje autorizační oddělení do 5 pracovních dní od doručení všech podkladů.
In the section Change confirmation method select the option Změnu potvrdí původní i nový provozovatel úředně ověřeným podpisem, enter the email address to receive the request for official certification and click the button Save.
Follow these steps:
- Open the email Change of service operator details (service type, name and number) from hosting@wedos.com.
- Download and print the attached PDF file.
- Obtain signatures from both the original and new operators and have them officially certified.
Send the signed request (or requests, since the original and new operators can each sign separately) by post to:
WEDOS Internet, a.s.
Masarykova 1230
37341 Hluboká nad Vltavou
Alternatively, you can send the request in these ways:
- By email as a PDF with an electronic signature.
- Through CZECH POINT authorized document conversion. In this case too, the request must first be officially certified before you send its scanned copy.
Send the documents within 14 days of creating the request. After that, we may cancel it.
Canceling an operator change request
You can cancel a request before it is completed in the service operator change interface.
Cancel service operator change:
Follow these steps:
- Below the current data processing agreement details, find Operator details change request details.
- Click the button stornovat požadavek.
Common issues
Common service operator change issues include:
Outdated phone number
Problem: The original operator listed a landline. How do I obtain the phone verification code?
Solution: If you have no way to read the SMS, you must submit the request using a form with officially certified signatures.
Original operator no longer exists
Problem: The original operator no longer exists at all.
Solution: If the service operator is a company whose board has changed and the listed person is no longer available, the change can be made using an officially certified request by anyone authorized to represent the company in this matter.
If the original operator is completely unavailable, contact support using the form. The authorization department normally handles requests within a business day.
Frequently asked questions
Proč nový provozovatel nedostal automaticky svou kopii papírové žádosti?
The system sends the request only to the email entered in the form. To send it to someone else for confirmation, forward the email manually.