Benefits for Partners
Partner Plans
We have two Partner Plans—Growth and Premium.
How Does It Work?
Plan Qualification
From 01.12.24, Partners are assigned to a plan based on their monthly license fees with 360Dialog. Those generating more than 500$/€ in license fees are in the Premium plan, while others are on the Growth plan.
Growth Plan is ideal for Partners focusing on scalability and foundational support.
Premium Plan is ideal for Partners requiring advanced features, dedicated account management for business insights, and support priority services.
If you have any questions about your assigned plan, please reach out to our support team immediately.
Plan Benefits
Exclusive Content
Get access to exclusive information, webinars and content to always stay up to date on WhatsApp ecosystem changes.
✅
✅
Support Chat Escalation
We are providing you with the ability to escalate support cases and request top priority and urgency for specific issues, subject to a limited number of escalations per month. See Support Details.
✅ Includes 2 free escalations per month. Additional requests cost 25$/€ each. (non-cumulative)
✅
Includes 5 free escalations per month. Additional requests cost 25$/€ each. (non-cumulative)
Technical Account Manager
Access to a dedicated Technical Account Manager for support on required projects and topics.
✅ (Community)
✅ (Dedicated)
Meta Incentives and Commercial Benefits
We will extend access to exclusive Meta Beta programs and other commercial benefits.
✅
Accelerated Onboarding
Onboard your Clients much faster with exclusive access to 360Dialog Accelerated Onboarding Program.
✅
Lead Referral Program
You will be assigned leads based on your solutions and expertise as they come into 360Dialog.
✅
Current WABA Price Guarantee (Lifetime)
You are guaranteed that your current WABA pricing will remain unchanged indefinitely.
✅
Costs
Partner Plan costs are billed monthly and are applied in addition to the standard license fees for WhatsApp Business API usage. Each Partner will see a dedicated line item on their monthly invoice specifying the plan and its associated fee for full transparency.
Plan Fees
Growth Plan: 500$/€ per month
Premium Plan: 1.000$/€ per month
Additional Information
Billing is based on a Organization Identity level, ensuring no additional charges if the Partner manages multiple Partner ID accounts.
How to Upgrade
Partners in the Growth Plan will automatically be upgraded to the Premium Plan when their monthly license fees exceed $500/€500. This change will take effect at the start of the next billing cycle.
For example:
1
$490
$500 (Growth)
$990
2
$575
$500 (Growth)
$1075
3
$575+
$1000 (Premium)
$1575
If you’re a Growth Partner interested in proactively upgrading to the Premium Plan, you can directly upgrade from the Partner Hub>Billing>Subscriptions
Support Details
Our Support Team is available through the support widget to all Partners.
Opening Hours
Support availability: Monday to Sunday - 24 hrs.
We offer Partner and Client Support in the following languages: English (primary), Brazilian Portuguese, German, Spanish and Russian.
Response Time
Our Support Team is available 24/7 and will provide you with a first response.
Support requests sent via our website contact form or email will be assigned a first response time of <24 hours.
Severity definitions
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.
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
Premium Support
Premium Support (response time) is included in the Premium Package for the WABA.
Escalations
For any errors or troubleshooting, no escalation or problem solving is possible without a chat opened with the Support Team first.
Depending on your Partner Plan, you are be able to escalate chat and ask for top priority and urgency in specific issues, but only if:
If the Partner shares the chat number for reference
This will ensure that this issue will be put at the top of the list to all our support teams, ensuring faster response time and escalations.
How Escalations are calculated
Escalations apply to problems such as Business Verification Appeals, Policy Violation Appeals, OBA Appeals, Government Account Requests, Meta Direct Support Requests, invoicing or balance issues, technical challenges with messaging or infrastructure, 360Dialog platform issues, or any matter directly affecting our Partners or Clients operations.
Only resolved issues are included in the escalation count. At the end of each month, 360Dialog reviews how many issues were resolved. For an issue to qualify as an escalation, it must meet two criteria:
The Partner reached out to a Technical Account Manager or Support Team to escalate the matter.
The Support Team resolved the issue within the same calendar month.
Technical Account Manager
Premium Partners have access to a dedicated Technical Account Manager who will provide tailored support for specific projects and topics. With their expertise, Partners receive personalized assistance to help to navigate technical challenges and ensure the success of their initiatives.
Participation in Betas
Premium Partners have exclusive access to WhatsApp features still not launched to the public, which are available in the form of beta projects.
We invite all Partners to express interest in any betas of their preference. Premium Partners will be constantly communicated of new betas available.
To be enrolled in a Beta, we require:
Launch date
Betas are available in form of projects, which means that they need to have a launch date defined from the start.
The maximum launch date possible is 4 weeks after the first client has been enabled to use the feature. This means that a use case needs to be live on this timeframe.
Partners who do not meet the defined launch date will be banned from participating in future Beta programs.
Client enrollment
Partners cannot enroll their own WABAs (under the name of the Partner company) or test WABAs in Betas. Only live clients with predefined use cases to be launched will be enrolled.
Product teams should not work on developing new features based on new betas - these should only be considered after at least 3 clients with real use cases already using the feature.
This means that for a new beta, clients should be enabled and managed manually. Full integration to make the feature scalable should only start after these clients are using it successfully, with validated use cases.
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