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.
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:
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.
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
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