Response & Resolution Time

Support is provided based on the associated plan: either the Phone Number Plan or the Partner Plan.

• If the request is initiated by a Partner User, the Partner Plan response time applies.

• If the request is initiated by a Client User, the Phone Number Plan response time applies.

Response times are determined by the Monthly License Fee (Plan) associated with each phone number. We aim to respond to all support requests according to the following service levels:

Response Times

For Clients

Phone Number Plans	Target First Response Times
Basic	<24 Hours
Regular	<4 Hours
Premium	<30 Mins

For Partners

Partner Plans	Target First Response Times
Sandbox	<24 Hours
Growth	<4 Hours
Premium	<1 Hour

“First Response” refers to a meaningful reply from a 360dialog Customer Support agent that includes the results of the initial investigation.

Resolution Time

We do not guarantee specific resolution times, as the WhatsApp Cloud API is hosted and maintained by Meta. According to the Meta Hosting Terms for Cloud API, the availability of the Cloud API may be affected by maintenance, upgrades, network issues, or other service interruptions beyond 360dialog’s control. Additionally, Meta reserves the right to modify or discontinue aspects of the Cloud API at its sole discretion. As a result, our response and resolution times may be delayed in cases where Meta’s intervention or system availability impacts our ability to provide timely support. However, we strive to resolve all cases within 48 hours whenever possible. In situations where resolution requires intervention from Meta Support, the timeframe may be extended.