Clear response timelines, priority-based ticket handling, escalation paths, and dedicated technical support standards for eligible Sendwo Enterprise customers.
Raise, track, and manage all official tickets.
Go to portal →Connect with your dedicated support manager.
+91 83405 45138 →Enterprise Plan customers only.
Monday to Friday, 10:00 AM–6:00 PM IST.
Support portal and managed WhatsApp support.
First response starts from 30 minutes based on priority.
This SLA defines enterprise-grade support commitments for eligible Sendwo customers with active Enterprise subscriptions.
Every support ticket is categorized based on business impact, severity, and urgency. Resolution timelines are target commitments calculated during business hours.
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| Priority | Typical use case | First response | Resolution target |
|---|---|---|---|
| ! Urgent | System outage, API completely non-functional, broadcast system failure, or critical production blocker. | Within 30 minutes | Within 2 business hours |
| ↑ High | Major functionality partially impacted, message failures affecting campaigns, or integration errors. | Within 1 business hour | Within 3 business hours |
| – Medium |
General feature issues, configuration assistance, template clarification, or reporting queries.
Default priority for portal and email tickets |
Within 2 business hours | Within 3 business hours |
| ↓ Low | Non-urgent questions, UI clarifications, documentation support, or minor improvement requests. | Within 3 business hours | Within 1 business day |
The time within which a support agent acknowledges the ticket and begins investigation.
The target time to provide a solution, workaround, or technical clarification.
The following situations are not covered under this SLA because they depend on Meta, third-party systems, customer-side setup, or work outside the standard Sendwo platform scope.
If a ticket remains unresolved beyond expected timelines, contact your support manager on WhatsApp:
+91 83405 45138
You may also reference the original ticket ID for faster follow-up.
Escalation is intended for issues that materially impact business operations.
Support is provided under fair usage guidelines. Repeated misuse of the ticket system, abusive behavior, or non-technical usage may result in:
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.
Last Updated: May 2026
Sendwo reserves the right to modify this SLA at any time. Updated versions will be published on the website.
This SLA applies only to Sendwo Enterprise Plan customers with active subscriptions in good standing.
No. Meta Business Manager approval delays, template rejections, account restrictions, or policy enforcement decisions are handled by Meta and are not covered under this SLA.
Raise a ticket through the support portal and include screenshots, error messages, API logs, affected workflows, and business impact. You may also notify your support manager on WhatsApp for escalation.
No. SLA response and resolution timelines are calculated only within Sendwo’s business hours: Monday to Friday, 10:00 AM to 6:00 PM IST, excluding holidays.
Yes, Google Meet troubleshooting may be provided when required, based on issue severity, onboarding scope, and agreed support context.
These pages should be internally linked from the Support SLA page to help visitors understand pricing, enterprise plans, and dedicated support options.
Raise a tracked support ticket, connect with your support manager, or talk to our team about enterprise onboarding and dedicated support.
