How to create a ticket
Follow these steps:- Login to your WotNot account
- Click on the Help desk → Create Ticket button
- New page will open and again click on +Create Ticket
- Enter Subject & Description
- Choose the appropriate Ticket Type
- Account & Billing : When you have a query regarding your account, pricing, or invoice
- Bug & Defects: If the functionality is not working as it should be
- General Question : Ask anything you would like to know about the portal
- Technical support: For anything where you would like to have assistance from the technical team
- Choose the ticket priority from the dropdown
- Click Create
Support hours
WotNot provides tiered support availability to match your business needs: Business hours: 9 am - 7 pm IST (Indian Standard Time) Extended hours: 9 am - 9 pm IST (Indian Standard Time) Please note that response and resolution times are measured within the applicable support hours for your plan. Queries raised outside of these hours will be addressed at the start of the next support window.SLA
WotNot will adhere to the following SLA matrix.| Lite | Starter | Premium | Enterprise | |
|---|---|---|---|---|
| Support channel | Ticketing | Ticketing | Email Ticketing Account manager | Email Slack Phone Ticketing Account manager |
| Availability | Business hours (Mon - Fri) | Business hours (Mon - Fri) | Extended hours (Mon - Fri) | 24x7 for critical issues |
| First response time | < 16 business hours | < 8 business hours | < 4 business hours | < 1 hour |
| Resolution time P1 - Critical (System down / Outage) | Response: 8 hours Resolution: 1 BD | Response: 4 hours Resolution: 1 BD | Response: 1 hour Resolution: 8 hours | Response: 30 min Resolution: 4 hours |
| P2 - Major (Core feature broken) | Response: 1 BD Resolution: 5 BD | Response: 8 hours Resolution: 3 BD | Response: 4 hours Resolution: 2 BD | Response: 1 hour Resolution: 1 BD |
| P3 - Minor (Workaround exists) | Response: 1 BD Resolution: 7 BD | Response: 1 BD Resolution: 5 BD | Response: 8 hours Resolution: 3 BD | Response: 4 hours Resolution: 2 BD |