Last Updated: Feb 2026

This Support Service Level Agreement (“SLA”) defines the support standards applicable to eligible Sendwo customers.

This SLA applies only to customers who are:

Subscribed to the Enterprise Plan
Subscribed to the Pro Plan
Enrolled in Dedicated Account Manager & Support Service
Enrolled in Paid Technical Support Service
Customers under valid Lifetime Deal Offers

Free users, trial users, or expired subscriptions are not covered under this SLA.

1. Support Channel

All official support requests must be submitted through:

Support Portal:
https://sendwo.raiseaticket.com

Tickets submitted via WhatsApp, personal messages, or unofficial email channels will not be considered under SLA timelines.

2. Support Operating Hours

Support is available during the following business hours:

Monday to Friday
10:00 AM to 6:00 PM IST (UTC +05:30)
Excluding public holidays and company-declared holidays

All SLA response and resolution timelines are calculated only within business hours.

Tickets submitted outside business hours will be processed starting from the next business working hour.

3. Priority Levels & SLA Targets

Each ticket is categorized into one of the following priority levels.

Urgent

Definition:
System outage, API completely non-functional, broadcast system failure, critical production blocker.

First Response: Within 30 minutes
Resolution Target: Within 2 business hours

High

Definition:
Major functionality partially impacted, message failures affecting campaigns, integration errors.

First Response: Within 1 business hour
Resolution Target: Within 3 business hours

Medium (Default)

Definition:
General feature issues, configuration assistance, template clarification, reporting queries.

First Response: Within 2 business hours
Resolution Target: Within 3 business hours

(Default priority for Portal & Email tickets.)

Low

Definition:
Non-urgent questions, UI clarifications, documentation support, minor improvements.

First Response: Within 3 business hours
Resolution Target: Within 1 business day

4. Response vs Resolution

First Response Time refers to the time within which a support agent acknowledges the ticket and begins investigation.
Resolution Time refers to the target time to provide a solution, workaround, or technical clarification.

Resolution times are best-effort targets and may vary depending on issue complexity.

5. Ticket Handling Process

Tickets are handled in priority order.
Priority may be adjusted by Sendwo support team based on issue severity.
Customers must provide complete information, screenshots, error logs, and relevant access for faster resolution.
Incomplete tickets may delay resolution timelines.

6. Dedicated Account Manager & Paid Technical Support

Customers enrolled in Dedicated Account Manager services or Paid Technical Support may receive:

Guided onboarding
Business Manager verification guidance
Template category consultation
Meta compliance guidance
Technical troubleshooting via Google Meet (as required)
Feature-level technical clarifications

Scope of work depends on the purchased support plan.

7. SLA Exclusions

The following are not covered under this SLA:

WhatsApp number bans or restrictions imposed by Meta
Meta Business Manager approval delays
Template rejections by Meta
Third-party API downtime
Hosting provider outages
Internet connectivity issues on client side
Client-side misconfigurations
Policy violations by end users
Custom development outside standard features
Marketing strategy consulting (unless under Dedicated Plan)

Sendwo does not control Meta’s internal systems, approval processes, or policy enforcement mechanisms.

8. Escalation

If a ticket remains unresolved beyond expected timelines, customers may request escalation within the support portal.

Escalated tickets are reviewed by senior technical personnel.

9. Fair Usage Policy

Support is provided under fair usage guidelines.

Repeated misuse of ticket system, abusive behavior, or non-technical usage may result in:

Ticket deprioritization
Warning notice
Temporary suspension of support access

10. No SLA Credits

This SLA defines service targets but does not guarantee financial compensation, refunds, or SLA credits.

Sendwo provides best-effort technical support within defined business hours.

11. Modifications

Sendwo reserves the right to modify this SLA at any time. Updated versions will be published on the website.