Support Packages and SLAs
Standard Support is available to all 360dialog clients, only through the 360 Hub.
Please see how to file a support ticket here. Tickets will only be valid if they contain the minimum information required. Details are here, divided by topic.
Standard Support is available from Monday to Friday, 2am to 10pm CET.
We offer Partner and Client Support in the following languages: English (primary), Brazilian Portuguese, German, Spanish and Russian.
Critical Responded in less than 4 hours | A problem that severely impacts your WA production environment - such as the inability to send or receive messages. The situation halts your WA business operations, and no procedural workaround exists.
Examples:
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Urgent
Responded in less than 8 hours | A problem where the 360dialog API is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to significant portions of your WA business operations and no procedural workaround exists.
Examples
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Standard
Responded in less than 24 hours | Topics related to general WA Business operations. Any problem not being covered by Critical or Urgent definitions.
Examples
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Partners in the Silver, Gold and Platinum tiers have access to a Growth Manager. Tickets can be escalated through the Growth Manager, but only if:
- If the partner shares the ticket number for reference
For any errors or troubleshooting, no escalation or problem solving is possible through a Growth Manager without a ticket filed with the support team.
Please see how to file a support ticket here. Tickets will only be valid if they contain the minimum information required. Details are here, divided by topic.
Premium Support is available 7 days a week. Working times are:
- 24 hours from Mondays to Fridays
- 9am to 5pm CET Saturdays and Sundays
We offer Partner and Client Support in the following languages: English (primary), Brazilian Portuguese, German, Spanish and Russian.
Critical Responded in less than 30 minutes | A problem that severely impacts your WA production environment - such as the inability to send or receive messages. The situation halts your WA business operations, and no procedural workaround exists.
Examples:
|
Urgent
Responded in less than 2 hours | A problem where the 360dialog API is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to significant portions of your WA business operations and no procedural workaround exists.
Examples
|
Standard
Responded in less than 24 hours | Topics related to general WA Business operations. Any problem not being covered by Critical or Urgent definitions.
Examples
|
Partners in the Silver, Gold and Platinum tiers have access to a Growth Manager. Tickets can be escalated through the Growth Manager, but only if:
- If the partner shares the ticket number for reference
For any errors or troubleshooting, no escalation or problem solving is possible through a Growth Manager without a ticket filed with the support team.
Last modified 1yr ago