1.6. Contact Support
This guide explains how to submit a new Helpdesk ticket and how long you may need to wait for a first reply.
Need help? You can contact support from the Helpdesk in your dashboard.
Video: Watch the Contact Support guide
Support Plans
We provide 3 support plans:
| Support Plan | Classic Plan | Priority Plan | Custom Plan |
|---|---|---|---|
| Critical | ≤ 4 business hours | ≤ 2 business hours | Custom |
| High | ≤ 1 business day | ≤ 4 business hours | Custom |
| Normal | ≤ 2 business days | ≤ 1 business day | Custom |
| Low / Info | Best effort | Best effort | Custom |
| Support Hours | Business hours only | Business hours only | 24/7 |
| Escalation | Standard queue | Priority queue | Dedicated path |
| Coverage | Shared support | Faster handling | Contract-defined |
| Availability | Included by default | Paid add-on / Custom | Enterprise / Custom |
| Helpdesk | Yes | Yes | Yes |
| WA Group | Yes | Yes | |
| Phone Call | Yes |
Expected reply time:
- Your first reply time depends on your support plan and issue priority (Critical, High, Normal, or Low / Info) in the table above.
- For Classic Plan, first reply is up to 4 business hours (Critical), 1 business day (High), or 2 business days (Normal).
- Low / Info requests are handled on a best-effort basis.
Default plan: all clients are on the Classic Plan unless they upgrade to Priority or Custom.
Important: all support requests must be submitted through Helpdesk first for tracking and prioritization.
How to submit a support request:
- Log in to your dashboard and select the "Helpdesk" button to begin your request.
- Click the "Add New" button on the Helpdesk page to submit a new support ticket.
- Provide a clear subject and a detailed description of your issue in the form.
- Submit your request and track its progress using the unique Ticket ID in history.
- All support requests are prioritized to ensure efficient and timely response times.