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Technical Customer Support Guidelines

Updated over 6 months ago

Introduction

Technical Customer Support is a critical component of our service offering, ensuring that customers receive timely and effective assistance with technical issues. This document outlines the procedures, rules, and service level agreements (SLAs) that govern our Technical Customer Support operations.

Customer Feedback

We are committed to continuous improvement and regularly review our support processes to enhance efficiency and effectiveness. Feedback from customers and internal teams is vital in this effort.

Support Channels

We offer technical support through multiple channels to ensure accessibility and convenience for our customers:

  • Live Chat: Available to all our customer that have chat support enabled.

  • Email Support: Customers that lost account access can reach us at support@360dialog.com.

Support Hours

Our Technical Customer Support team is available during the following hours:

  • Standard Support:

    • Monday to Sunday, 24/7
      ​

  • Emergency Support: 24/7 support available for critical issues.

We offer support in the following languages: English (primary), Brazilian Portuguese, German, Spanish and Russian.

Service Level Agreements for L1 (SLAs)

We are committed to providing timely responses and resolutions to customer issues. Our SLAs are defined as follows:

Plan

First response time

Basic

<24hrs

Regular

<4hrs

Premium

<30mins

Note: First responses = First investigation done. We will provide a meaningful update about your issue. This is not an auto-reply.

Support requests sent via our website contact form or email will be assigned a first response time of <24 hours.

Issue Prioritization

Severity

Description

Examples

1

A critical incident with very high impact.

  • A core service, such as the 360dialog WhatsApp API or 360dialog Hub, is down for all users

  • Confidentiality or privacy is breached

  • Customer data loss

2

A major incident with significant impact

  • A core service is unavailable for a subset / group of users

  • Core functionality is significantly impacted

3

A minor incident with moderate to low impact

  • A minor inconvenience to customers, workaround available

  • Usable performance degradation

Resolution Times

  • All issues: 48 hrs

  • Meta issues: no SLA provided by Meta

We aim to resolve each issue in less then 48 hours. All issues that take longer then the 48 hours are investigated and addressed with all teams that were involved.

Support Process

Issue Reporting

  • Customers can open a chat using the chat widget.

    • A chatID will be provided inside the chat widget.

    • Instant replies.

Initial Triage

  • Chats are reviewed by the support team to determine priority and assign the appropriate resources.

Troubleshooting

  • The support team will perform initial troubleshooting and attempt to resolve the issue promptly.

  • If the issue cannot be resolved immediately, it will be escalated to the appropriate technical team.

Communication

  • Customers will be kept informed of the status of their chat through regular updates.

  • Any changes to expected resolution times will be communicated as soon as possible.

Resolution and Closure

  • Once an issue is resolved, the chat will be closed.

  • Customers will receive a summary of the resolution and are encouraged to provide feedback.

  • If an issue chat is waiting for longer then 48 hours on customer replies then it will be automatically closed.

Rules and Recommendations

Customer Responsibilities

  • Provide detailed information when submitting a chat, including steps to reproduce the issue and any relevant screenshots or logs.

  • Respond promptly to requests for additional information from the support team.

Support Team Responsibilities

  • Adhere to SLA commitments and strive for timely resolution of issues.

  • Maintain clear and professional communication with customers.

  • Document all interactions and solutions for future reference.

Best Practices

  • Utilize the status page to check if there is an ongoing incident.

  • Make sure to always reply from the same email used for the ticket creation, otherwise a new ticket will be created and will go to the end of the queue.

  • Include complete information and context when creating a ticket or starting a chat

    • Description about the problem

    • Screenshot or screen recording

    • API request made (if applicable)

    • API response received (if applicable)

    • Timestamp

  • Clearly state the impact of the issue when creating a ticket or chat.

Don't

  • Please do not create both a ticket and chat for the same issue. Depending on the type of issue, you should create a ticket or chat.

  • Please do not create multiple tickets or multiple chats for the same issue. You should create 1 ticket or chat per issue.

  • When possible, please create 1 ticket or chat per issue. If you bundle requests into 1 ticket or chat, it will usually take longer to resolve.

  • Please never share full API keys. If you have to, then please only share the few beginning and few ending characters.

  • Never share your passwords inside any of our support tickets.

Escalations

  • Any ticket or chat that has a breached SLA will be automatically escalated.

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