360dialog clients can hire a separate Premium Package to have access to Premium Hosting and Support.
Premium Hosting means that the account is hosted in a more stable server with higher SLAs.
When creating a basic account with 360dialog, there will be occasional restarts on your server, which cannot be scheduled, potentially every 24h. During these restarts, the account will have a short downtime.
The restarts are only avoided when using Premium Hosting.
Premium Package is available to clients that pay 49 EUR / USD or more per number per month.
Premium Package is offered on a WhatsApp phone number basis.
It is not possible to take Premium Support without Premium Hosting and get a reduced price.
The Premium Package is charged on a month-to-month basis.
Month-to-month upgrades and downgrades are permitted.
How to upgrade
Clients that pay 360dialog directly have the option to upgrade to a Premium account in their 360 Client Hub, in Details:
Please note that after upgrading the toggle will be frozen as you will only be able to downgrade after 30 days.
If you pay for your WhatsApp Business API account to your Solution Partner, please contact them to request upgrade.
Partners should file a support ticket or reach out to their Growth Manager to request upgrades.
All accounts that pay more than 1000 EUR / USD per month in Conversation-Based Pricing are automatically upgraded to the Premium Package plan with no extra charge.
If a number is upgraded to Premium Package and has less than 1000 EUR / USD in WhatsApp fees for 2 consecutive months, it is downgraded to Standard package.
High volume accounts
Accounts with a high volume of simultaneous messages need more complex infrastructure to allow for a seamless process of these messages. To increment an account's infrastructure, we can add more cores (or shards), which increases its capacity of processing higher messages simultaneously.
Please note that the standard setting does not prevent messages from being sent or received above its capacity - these messages will only take longer to arrive.
Standard accounts can process up to 25 messages per second. We have two plans for High volume accounts available: Half-scale (which processes up to 120 messages per second) and Full-scale (which more than 120 messages per second). These plans also include Premium Package.
An account can only be upgraded and downgraded after a period of 30 days. If you are planning a high volume campaign, for example, please note that you will need to request the upgrade at least 7 days before the campaign is active and will only be able to downgrade after a full month has passed. The upgrade and downgrade processes can generate downtimes, so please also prepare for that.
For the messages to be sent and received without delays, it is important to check how long it takes for your webhook to respond to requests. For responses above 80 milliseconds, there could be delays unrelated to 360dialog's structure.