Summary
Wati's 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?
You can 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 |
Urgent (P1) | 60 minutes |
High (P2) | 3 hours |
Medium (P3) | 6 hours |
Low (P4) (except for P1 issues) | 12 hours |
Note: The resolution time for 'Meta dependency issues' may vary regardless of the Wati plan.
Frequently Asked Questions (FAQs)
Support availability
1. What support is included with the Wati Growth Plan?
The Wati Growth Plan includes basic support with a 24/5 Service Level Agreement (SLA). The support team is available 24 hours a day, Monday through Friday, to assist with inquiries.
2. What is the Technical Account Manager (TAM) add-on?
The Technical Account Manager (TAM) add-on provides personalized assistance, expert guidance, proactive issue resolution, and dedicated technical support to help optimize your operations.
Incident severity levels
3. What is an Urgent (P1) incident?
An Urgent (P1) incident is a critical production issue that severely impacts the ability to use the service, halts business operations, and has no available workaround. Examples include a complete service outage, data corruption or loss requiring restoration from backup, or severe disruption to business operations.
4. What is a High (P2) incident?
A High (P2) incident occurs when major functionality is affected or performance is severely degraded. Business operations can continue with limitations, and a temporary workaround is available but does not fully resolve the issue.
5. What is a Medium (P3) incident?
A Medium (P3) incident involves a partial, non-critical loss of service with a medium-to-low impact on business operations. The service remains functional, and a short-term workaround may be available.
6. What is a Low (P4) incident?
A Low (P4) incident includes general inquiries, minor technical issues, small-scale bugs, training-related questions, documentation requests, or FAQ-related queries. An acceptable workaround is available.
Service Level Agreements (SLAs)
7. What are the first response SLAs for Growth Plan customers?
The first response SLAs for Growth Plan customers are:
Urgent (P1): 60 minutes
High (P2): 3 hours
Medium (P3): 6 hours
Low (P4): 12 hours
8. Can resolution times vary for some issues?
Yes. Resolution times may vary for issues that depend on Meta, regardless of the Wati plan.