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	08:00 - 17:00
Sunday	08:00 - 17:00

We offer Partner and Client 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.

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