Why Some Issues Are Not Emergencies

While we strive to resolve all issues promptly, emergency tickets are reserved for:

✅ Emergencies:

• Message Sending Failure Across All Channels: All messages are failing, despite proper configuration.

• Account Suspension Without Notice: A WhatsApp Business account has been mistakenly suspended by Meta, directly impacting business operations.

• Unauthorized Access or Security Breach: A partner or customer account is compromised, requiring immediate action to prevent data loss or fraud.

• Webhook or API Failure: Critical API functions or webhook notifications are not working, disrupting automated workflows.

• Meta Platform-Wide Issues: A major Meta-related outage affecting multiple businesses using the WhatsApp Business API.

🚫 Not Emergencies:

• Issues related to single-number disruptions while other numbers function normally.

• WABA Verification Delays: These are handled by Meta and follow its processing times. It may take up to 10 days for Meta to complete these checks, depending on the complexity of the case.

• Account suspensions with prior notice: Meta sends emails, webhook events, and Business Support Section notifications to accounts that violate their guidelines.

• Template Rejections: Templates are being pulled on a random basis by Meta to be reviewed by an human and the SLA is 24 hours. If 24 hours have not passed then we can't escalate the issue.

• Feature Requests or Configuration Help: General setup assistance or troubleshooting.

To ensure urgent cases receive priority, we triage all requests within 30 minutes and downgrade non-emergencies to standard priority based on the subscription plan.