> For the complete documentation index, see [llms.txt](https://docs.360dialog.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.360dialog.com/docs/support/get-support.md).

# Get support

This page describes how to get support from 360dialog, the available channels, and the service level expectations based on your plan.

360dialog provides technical support to assist with platform and WhatsApp Business API related issues. 

## Support Channels

We offer 3 official support channels: 

#### Chat Support (Primary)

To get assistance from our support team, follow these steps:

1. Go to the [360Dialog Hub](https://app.360dialog.com/) > **Login**.
2. Enter **Email** and **Password**, then click **Continue**.
3. When logged in, open the **Chat Support Widget** at the bottom right corner of the screen.
4. Click Messages > **Ask a question**

The Support Widget is available on all pages in the 360Dialog Hub. 

#### Email Support

Email support is available at [**support@360dialog.com**](mailto:support@360dialog.com). 

#### WhatsApp Support

You can contact us on our WhatsApp number: [**+4930577140819**](https://wa.me/4930577140819)

***

## **Support Hours / Availability** <a href="#support-hours-availability" id="support-hours-availability"></a>

We provide customer **24/7** support **365** days a year.

Note: Meta and 360dialog technical and engineering teams operate at limited capacity on weekends (Saturdays and Sundays). As a result, resolution of complex technical issues may be deferred to business days depending on the nature and severity of the request.

## **Response Times** <a href="#response-and-resolution-times" id="response-and-resolution-times"></a>

Our support response times depend on your subscription plan and whether you contact us as a **Client** or a **Partner**.

* **Clients:** Response times are determined by the Phone Number Plan associated with your WhatsApp channel.
* **Partners:** Response times are determined by your Partner Plan.

The following First Response Time (FRT) targets apply across all supported communication channels.

#### Client Support

| Phone Number Plan | Target First Response Time ("FRT") |
| ----------------- | ---------------------------------- |
| Basic             | <24 Hours                          |
| Regular           | <4 Hours                           |
| Premium           | <30 Mins                           |

#### Partner Support

| Partner Plan | Target First Response Time ("FRT") |
| ------------ | ---------------------------------- |
| Growth       | <4 Hours                           |
| Premium      | <1 Hour                            |

First Response Time refers to the time between submitting a support request and receiving the first meaningful response from a human Support Agent.

This response includes the results of an initial investigation, rather than an automated acknowledgement or confirmation that your request has been received.

**Please note:** These are target response times, not guaranteed resolution times. The time required to fully resolve a request depends on the nature and complexity of the issue.

### AI Support

When you submit a support request to us, our AI Support Agent may initially assess your enquiry and attempt to provide a solution, depending on your account type.

If the AI Support Agent cannot resolve your enquiry, you will have the option to connect with a human Support Agent.

### **Human Support**

Human Support is available **24 hours a day, 7 days a week**, including weekends and public holidays.

Our technical and engineering teams operate at reduced capacity during weekends. As a result, complex technical issues requiring engineering involvement may take longer to resolve.

Please note that First Response Time targets refer to responses from human Support Agents, not AI-generated responses.

### Language

We will make our best efforts to provide support in your preferred language, provided it is one of our supported languages: English, Brazilian Portuguese, German, Spanish, Turkish, Hindi and Russian.
\
If a Support Agent fluent in your preferred language is unavailable at the time of your request, support will be provided in English.

***

## Resolution Time <a href="#resolution-time" id="resolution-time"></a>

We do not guarantee specific resolution times, as the WhatsApp Cloud API is hosted and maintained by Meta. However, we strive to resolve all cases within **48 hours** whenever possible. In situations where resolution requires intervention from Meta Direct Support, the timeframe may be extended.

According to the [Meta Hosting Terms for Cloud API](https://www.facebook.com/legal/Meta-Hosting-Terms-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.

## Minimum Info Required for Support

To ensure timely and effective support, please provide a complete and detailed description of the issue. This should include, where applicable:

* [x] A clear description of the issue, including the affected phone numbers and/or WABA IDs
* [x] The impact of the issue
* [x] Relevant timestamps, including when the issue started and its duration
* [x] Screenshots or screen recordings that clearly illustrate the issue
* [x] Any error codes or error messages encountered
* [x] Relevant log files, diagnostic data, or data exports
* [x] For API-related issues; the full API request payloads and the corresponding server responses

Failure to provide sufficient information may result in delays in response and/or resolution times.

## Chat Guidelines

* Use one chat per issue to avoid confusion and ensure faster handling.
* Do not start multiple chats for the same issue.
* Submit one request per issue rather than combining multiple unrelated topics in a single chat.
* Never share full API keys. Our support team will only request partial references if needed.
* Do not share confidential or personal information in the chat.

## Escalation

If your issue requires urgent attention or has not been resolved to your satisfaction, you may request an escalation through your designated 360dialog Point of Contact (POC), subject to your support plan. Escalated requests are reviewed by our Support Management team to assess the issue and determine the appropriate next steps, including prioritised handling where necessary.

## Platform Uptime SLA

Support response times are independent from the Platform Uptime SLA, which measures the availability of the 360dialog platform (e.g., 98% or 99% uptime, depending on Plan).

### Incidents & Maintanence

All incidents are handled in line with a defined incident management process. This ensures a structured approach to identification, classification, investigation, resolution, and post-incident review.&#x20;

Updates on active incidents and scheduled maintenance are communicated via our [public status page](/docs/support/status-pages.md#id-360dialog-status-page). This provides real-time visibility into system performance and availability.


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