Summary
Growth Plan customers receive basic support with a 24/5 Service Level Agreement (SLA). This means our support team is available 24 hours a day, Monday through Friday, to assist with your inquiries.
Need more hands-on support? Get personalized assistance with our Technical Account Manager (TAM) add-on. Our TAM service provides expert guidance, proactive issue resolution, and dedicated technical support to help you optimize your operations.
Instructions
Incident Support Ticket Severity Classification
Urgent (P1)
An urgent issue is a critical production problem that severely impacts your ability to use the service. It halts business operations, and no procedural workaround exists.
Examples:
The service is completely down or unavailable.
Data is corrupted or lost and must be restored from backup.
Business operations are severely disrupted.
High (P2)
A high-severity issue occurs when major functionality is impacted or significant performance is degraded. A temporary workaround is available, but it does not fully resolve the issue.
Examples:
The service is operational but experiencing extreme performance degradation, making it difficult to use.
Key features of the Software as a Service (SaaS) platform are unavailable.
Business operations can continue but with limitations.
Medium (P3)
A medium-severity issue involves a partial, non-critical loss of service with a moderate to low impact on business operations. The service remains functional but with some impairment.
Examples:
Some components are not working properly, but the software is still usable.
A short-term workaround exists, though it is not a scalable solution.
Low (P4)
A low-severity issue includes general inquiries, minor technical issues, or bugs affecting a few users. An acceptable workaround is available.
Examples:
General usage questions about the application.
Training-related inquiries for internal teams or customers.
Documentation requests or FAQ-related queries.
Incident Support Plans with Severity and SLAs
Incident Severity Levels
Severity Level | Definition |
Urgent (P1) | A critical issue that halts business operations. No workaround exists. |
High (P2) | Major functionality is impacted, or performance is severely degraded. A temporary workaround is available. |
Medium (P3) | Partial, non-critical service loss with a medium-to-low business impact. |
Low (P4) | General inquiries, minor technical issues, or small-scale bugs. An acceptable workaround is available. |
SLA – 24/5 (for Growth Plan Customers)
Incident Classification | First Response SLA | Resolution Time SLA |
Urgent (P1) | 60 minutes | 10 hours |
High (P2) | 3 hours | 2 business days |
Medium (P3) | 6 hours | 3 business days |
Low (P4) (except for P1 issues) | 12 hours | 4 business days |
Note: Except for P1 issues.
Frequently Asked Questions (FAQs)
General Support Information
1. What is the support coverage for Growth Plan customers?
→ Growth Plan customers receive basic support with a 24/5 Service Level Agreement (SLA). This means support is available 24 hours a day, Monday through Friday.
2. How do I submit a support request?
→ You can submit a ticket right from your Wati inbox, via Help Widget.
Incident Severity and Classification
3. How are support tickets categorized by severity?
→ Tickets are classified into four severity levels:
Urgent (P1): Critical issue halting business operations with no workaround.
High (P2): Major functionality impacted or severe performance degradation.
Medium (P3): Partial loss of service with moderate impact.
Low (P4): General inquiries, minor technical issues, or small-scale bugs.
4. What are examples of an Urgent (P1) issue?
The service is completely down or unavailable.
Data corruption or loss requiring restoration from backup.
Severe business disruption with no workaround.
5. What are examples of a High (P2) issue?
The service is running but with extreme performance degradation.
A key feature of the platform is unavailable.
Business operations continue but with significant limitations.
6. What are examples of a Medium (P3) issue?
Some components are not working properly, but the software remains functional.
A workaround exists, though it may not be scalable.
7. What are examples of a Low (P4) issue?
General usage questions.
Training-related inquiries.
Documentation or FAQ requests.
Support SLAs and Response Times
8. What are the SLA response times for different severity levels?
Urgent (P1): First response within 60 minutes, resolution within 10 hours.
High (P2): First response within 3 hours, resolution within 2 business days.
Medium (P3): First response within 6 hours, resolution within 3 business days.
Low (P4): First response within 12 hours, resolution within 4 business days.
9. What happens if my issue is not resolved within the SLA timeframe?
→ If an issue exceeds the SLA timeframe, it is escalated internally to ensure higher priority.
10. Can I escalate a ticket if I feel the severity is misclassified?
→ Yes, if you believe your ticket's severity level does not reflect the impact on your business, you can request a reassessment from the support team.