Response & Resolution Time

This page outlines our support response and resolution time commitments.

If a support request is submitted by a Client user, the response time tied to the active account.

If a support request is submitted by a user, the response time defined in the below table.

Only requests submitted through our chat support widget are covered by the response times specified below.

All support inquiries sent via email will receive a reply within 24 hours.

Response Times

“First Response” refers to a meaningful reply from a 360Dialog Customer Support agent that includes the results of the initial investigation.

Target First Response Time

Priority	Response Time	Update Time	Resolve Time
Critical	15 Minuts	Every 30 Minutes	1 Hour
High Important	1 Hour	Every 2 Hour	4 Hour
Mediam Important	4 Hour	Every 8 Hour	12 Hour
Low Important	8 Hour	Every 24 Hour	48 Hour

Resolution Time

We do not guarantee specific resolution times, as the WhatsApp Cloud API is hosted and maintained by Meta.

According to the Meta Hosting Terms for Cloud API, the availability of the Cloud API may be affected by maintenance, upgrades, network issues, or other service interruptions beyond 360Dialog’s control.

Additionally, Meta reserves the right to modify or discontinue aspects of the Cloud API at its sole discretion. As a result, our response and resolution times may be delayed in cases where Meta’s intervention or system availability impacts our ability to provide timely support.

However, we strive to resolve all cases within 48 hours whenever possible. In situations where resolution requires intervention from Meta Support, the timeframe may be extended.