Client Documentation
Get StartedStatus Page
  • 360Dialog
    • Why you should use 360dialog as Business Solution Provider (BSP)
    • Prices, plans and payment options
  • client hub
    • 360Dialog Client Hub
    • Numbers
      • Manage your WABA
        • Account Statuses
    • Activity
    • Funds
      • Month Closing Invoice (MCI)
    • Payment Management
    • API Keys
    • Template Message Management
    • Partner Change
    • Cancellation
    • Downgrade
  • WhatsApp Marketing
    • Best practices to maintain Account Health and prevent being blocked
    • Driving users to your WhatsApp account
      • WhatsApp Channels
    • Business Search
    • Linking a WABA to a Facebook Page /EN
      • Vinculando uma conta WABA à uma página do Facebook /PT
      • Cómo vincular un WABA a una página de Facebook /ES
    • Linking a WABA to Google Message Ads
    • Ads that Click to WhatsApp (CTWA) /EN
      • Anúncios de Clique para o WhatsApp (CTWA) /PT
        • Como usar o WhatsApp para marketing e vendas? /PT
      • Anuncios que Click to WhatsApp (CTWA) /ES
        • ¿Cómo usar WhatsApp para marketing y ventas? /ES
    • Conversions API (CAPI)
    • Create Ads lookalike audience based on WhatsApp events
    • MM Lite API Beta
      • Onboarding
      • Sending Messages
  • waba basics
    • WhatsApp Business Platform
    • WhatsApp Accounts structure
    • WABA for Government Agencies
    • WABA Policy Enforcement
    • Architecture and Security
    • The Basics (Overview)
    • Webhook Events and Notifications
    • Messaging API
      • Messaging Health Status
      • Step to Step to move to Cloud API
        • [will be deprecated] WABA Integration (On-Premise)
    • Migrating Phone Numbers
      • Migrate number from Meta or alternate BSP to 360dialog Cloud API
      • Migrate a phone number to a new WABA
      • Migrate to alternate BSP
  • waba management
    • Creating new WABA
      • Using a new phone number
      • WhatsApp Coexistence
        • Coexistence Onboarding
        • Coexistence Webhooks
    • Display Name Guidelines
    • Meta Business Verification
    • Official Business Account (OBA) or blue badge
    • WABA Profile Info
    • Capacity, Quality Rating, and Messaging Limits
      • Accelerated Onboarding
    • Hosting type Change
  • waba Messaging
    • Sandbox (Test API Key)
    • Receiving messages
    • Before sending a message
      • Checklist for Message Broadcasts and Campaigns
    • Conversations
    • Messaging
    • Conversational Components
    • Media Messages
      • Upload, retrieve or delete media
    • Template Messages
      • Template Elements
      • Sending Template Messages
      • Authentication Templates
        • Zero-Tap Authentication Templates
        • One-Tap Autofill Authentication Templates
        • Copy Code Authentication Templates
      • Catalog Templates
      • Product Card Carousel Templates
      • Single-Product Message Templates
      • Coupon Code Templates
      • Limited-Time Offer Templates
      • Multi-Product Templates
    • Interactive Messages
      • Single and Multi Product Messages
      • Location Request Message
    • Flows
    • Products & Catalogs
    • Contacts and Location Messages
    • Payments (India Only)
      • Receive WhatsApp Payments via Payments Gateway
      • Receive WhatsApp Payments via Payment Links
      • Order Details Template Message
    • Payments (Singapore only)
      • Receive WhatsApp Payments via Stripe
  • Partners
    • Partner Documentation
  • Support
    • Help and Support
      • Opening Hours & Response Time
      • Status Pages
      • Meta Support
      • Common Issues
      • How to contact Support
    • Error Messages
    • Imprint & Data Privacy
    • FAQ
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  • Opening Hours
  • Response Time
  • Severity

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  1. Support
  2. Help and Support

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.

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

PreviousHelp and SupportNextStatus Pages

Last updated 11 months ago

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

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