Summary
Business+ Plan customers receive premium support with a 24/7 Service Level Agreement (SLA), ensuring round-the-clock assistance, including weekends and holidays. With the highest level of priority, Business+ customers benefit from faster response times, dedicated support, and proactive issue resolution to minimize downtime and maintain business continuity.
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 – 24/7 (for Business+ Plan Customers)
Incident Classification | First Response SLA | Resolution Time SLA |
Urgent (P1) | 30 minutes | 4 hours |
High (P2) | 1 hour | 8 hours |
Medium (P3) | 2 hours | 1 business day |
Low (P4) | 4 hours | 2 business days |
Frequently Asked Questions (FAQs)
General Support Information
1. What is the support coverage for Business+ Plan customers?
→ Business+ Plan customers receive premium support with a 24/7 Service Level Agreement (SLA), ensuring round-the-clock assistance, including weekends and holidays.
2. How does Business+ Plan support differ from Pro Plan support?
→ Business+ Plan support provides faster response times, dedicated support, and proactive issue resolution, ensuring minimal downtime and business continuity. Pro Plan support also operates 24/7 but with longer response and resolution times.
3. How do I contact support?
→ You can submit a ticket right from your Wati inbox, via Help Widget.
Incident Severity and Classification
4. How are support tickets classified?
→ Support tickets are categorized into four severity levels:
Urgent (P1): Critical issues that halt business operations with no workaround.
High (P2): Major functionality impacted or significant performance degradation.
Medium (P3): Partial loss of service with moderate impact.
Low (P4): General inquiries, minor technical issues, or small-scale bugs.
5. What qualifies as an Urgent (P1) issue?
The service is completely down or unavailable.
Data corruption or loss requiring immediate restoration.
Severe disruption to business operations with no workaround.
6. What is considered a High (P2) issue?
The service is operational but experiencing extreme performance degradation.
Key platform features are unavailable.
Business operations can continue but with limitations.
7. What falls under Medium (P3) severity?
Some components are not working properly, but the software is still usable.
A workaround exists, but it is not an ideal or long-term solution.
8. What is classified as a Low (P4) issue?
General product usage questions.
Training and documentation requests.
Minor technical issues or small-scale bugs with available workarounds.
Support SLAs and Response Times
9. What are the response and resolution times for different severity levels?
Urgent (P1): First response in 30 minutes, resolution within 4 hours.
High (P2): First response in 1 hour, resolution within 8 hours.
Medium (P3): First response in 2 hours, resolution within 1 business day.
Low (P4): First response in 4 hours, resolution within 2 business days.
10. What happens if my issue is not resolved within the SLA timeframe?
→ If an issue is not resolved within the SLA timeframe, it is automatically escalated to ensure higher priority and faster resolution.
11. Can I request an escalation if my issue is urgent?
→ Yes, Business+ Plan customers can escalate issues if they believe the severity level does not reflect the true impact on their business.