Opening Hours & Response Time

The page describes our support team opening hours and response time.

Opening Hours

Our Support Team is available during the following hours. All times are displayed in CET/CEST Central Europe Time.

Day	Time
Monday	24 hours
Tuesday	24 hours
Wednesday	24 hours
Thursday	24 hours
Friday	24 hours
Saturday	24 hours
Sunday	24 hours

We offer support in the following languages: English (primary), Brazilian Portuguese, German, Spanish and Russian.

Response Time

Depending on your Pricing Plan we will provide a first response according to the table below:

Plan	First response time
Basic	<24hrs
Regular	<4hrs
Premium	<30mins

Note: First responses = First investigation done. We will provide a meaningful update about your issue. This is not an auto-reply.

Support requests sent via our website contact form or email will be assigned a first response time of <24 hours.

Severity

When a support case is raised, we will assign a severity level based on the various factors including the affected service, impact and availability of workarounds. Cases will be prioritized internally according to severity.

Severity	Description	Examples
1	A critical incident with very high impact.	A core service, such as the 360dialog WhatsApp API or 360dialog Hub, is down for all users Confidentiality or privacy is breached Customer data loss
2	A major incident with significant impact	A core service is unavailable for a subset / group of users Core functionality is significantly impacted
3	A minor incident with moderate to low impact	A minor inconvenience to customers, workaround available Usable performance degradation