Support Packages and SLAs

Standard Support

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.

Opening Hours

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.

Severity definitions and first response time

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:
  • Messaging service has completely stopped working
  • 360dialog APIs not reachable
  • Long messaging delays
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
  • Number porting (migration) issues
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
  • Onboarding (signup) issues
  • Number registration issues
  • Template issues
  • Business verification issues
  • Commerce policy (account status) issues
  • Changing partners (ISVs)
  • Official business accounts

Ticket escalation

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:
For any errors or troubleshooting, no escalation or problem solving is possible through a Growth Manager without a ticket filed with the support team.

Premium Support

Premium Support is included in the Premium Package. It is only available 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.

Opening Hours

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.

Severity definitions and first response time

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:
  • Messaging service has completely stopped working
  • 360dialog APIs not reachable
  • Long messaging delays
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
  • Number porting (migration) issues
  • Number registration issues
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
  • Onboarding (signup) issues
  • Template issues
  • Business verification issues
  • Commerce policy (account status) issues
  • Changing partners (ISVs)
  • Official business accounts

Ticket escalation

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:
For any errors or troubleshooting, no escalation or problem solving is possible through a Growth Manager without a ticket filed with the support team.