Response & Resolution Time

This page describes our support response and resolution times.

The level of support is determined by the Monthly License Fee (plan) associated with each phone number or Partner plan.

• If a support request is initiated by a Client user, the response time of the associated phone number plan applies.

• If a support request is initiated by a Partner user, the response time of the Partner plan applies.

Only support requests submitted via our chat support widget are subject to the response times outlined below. All support requests received via email will be responded to within 24 hours.

Response Times

“First Response” refers to a meaningful reply from a 360Dialog Customer Support agent that includes the results of the initial investigation.

For Clients

Phone Number Plan	Target First Response Time
Basic	<24 Hours
Regular	<4 Hours
Premium	<30 Mins

For Partners

Partner Plan	Target First Response Time
Sandbox	<24 Hours
Growth	<4 Hours
Premium	<1 Hour

Resolution Time

We do not guarantee specific resolution times, as the WhatsApp Cloud API is hosted and maintained by Meta.

According to the Meta Hosting Terms for Cloud API, the availability of the Cloud API may be affected by maintenance, upgrades, network issues, or other service interruptions beyond 360Dialog’s control.

Additionally, Meta reserves the right to modify or discontinue aspects of the Cloud API at its sole discretion. As a result, our response and resolution times may be delayed in cases where Meta’s intervention or system availability impacts our ability to provide timely support.

However, we strive to resolve all cases within 48 hours whenever possible. In situations where resolution requires intervention from Meta Support, the timeframe may be extended.