> ## Documentation Index
> Fetch the complete documentation index at: https://help.wotnot.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating a ticket

To get assistance from WotNot's support ticket, you must create a support ticket.

![Recording 2026 10 07 124157](https://mintcdn.com/wotnot/w9h_w6Ax1PbUYQ8v/images/Recording-2026-10-07-124157.gif?s=954ea38f2ab00c53f39701e858385a5a)

# **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
  1. **Account & Billing :** When you have a query regarding your account, pricing, or invoice
  2. **Bug & Defects**: If the functionality is not working as it should be
  3. **General Question** : Ask anything you would like to know about the portal
  4. **Technical support**: For anything where you would like to have assistance from the technical team
* Choose the ticket **priority** from the dropdown
* Click **Create**

Once the ticket is created, you can click the ticket to view the latest response from our support team.

Here, you can respond back to our support team with any follow-ups.

![Image](https://mintcdn.com/wotnot/OHNajGG6vYdRLvfZ/images/image-767.png?fit=max\&auto=format\&n=OHNajGG6vYdRLvfZ\&q=85\&s=a656d4fdb55723be8e838fe6f7e97cb3)

# **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.

**Holiday Calendar**

Support on tickets will not be provided on the following business days:

* Jan 14 - Uttarayan
* Jan 26 - Republic day
* Mar 4 - Holi
* Aug 28 - Rakshabandhan
* Sep 4 - Janmasthami
* Oct 2 - Gandhi Jayanti
* Oct 20 - Dussehra
* Nov 10 - Gujarati New Year
* Nov 11 - Bhai Dooj

# SLA

WotNot will adhere to the following SLA matrix.

<table>
  <colgroup>
    <col width="236" />

    <col width="219" />

    <col width="219" />

    <col width="241" />

    <col width="237" />
  </colgroup>

  <thead>
    <tr>
      <th />

      <th>**Lite**</th>
      <th>**Starter**</th>
      <th>**Premium**</th>
      <th>**Enterprise**</th>
    </tr>
  </thead>

  <tbody>
    <tr>
      <td>**Support channel**</td>
      <td>Ticketing</td>
      <td>Ticketing</td>
      <td>Email\
      Ticketing \
      Account manager</td>
      <td>Email\
      Slack\
      Phone\
      Ticketing \
      Account manager</td>
    </tr>

    <tr>
      <td>**Availability**</td>
      <td>Business hours (Mon - Fri)</td>
      <td>Business hours (Mon - Fri)</td>
      <td>Extended hours (Mon - Fri)</td>
      <td>24x7 for critical issues</td>
    </tr>

    <tr>
      <td>**First response time**</td>
      <td>\< 16 business hours</td>
      <td>\< 8 business hours</td>
      <td>\< 4 business hours</td>
      <td>\< 1 hour</td>
    </tr>

    <tr>
      <td>**Resolution time**\
      \
      **P1 - Critical**\
      *(System down / Outage)*</td>
      <td>Response: 8 hours\
      Resolution: 1 BD</td>
      <td>Response: 4 hours\
      Resolution: 1 BD</td>
      <td>Response: 1 hour\
      Resolution: 8 hours</td>
      <td>Response: 30 min\
      Resolution: 4 hours</td>
    </tr>

    <tr>
      <td>**P2 - Major**\
      *(Core feature broken)*</td>
      <td>Response: 1 BD\
      Resolution: 5 BD</td>
      <td>Response: 8 hours\
      Resolution: 3 BD</td>
      <td>Response: 4 hours\
      Resolution: 2 BD</td>
      <td>Response: 1 hour\
      Resolution: 1 BD</td>
    </tr>

    <tr>
      <td>**P3 - Minor**\
      *(Workaround exists)*</td>
      <td>Response: 1 BD\
      Resolution: 7 BD</td>
      <td>Response: 1 BD\
      Resolution: 5 BD</td>
      <td>Response: 8 hours\
      Resolution: 3 BD</td>
      <td>Response: 4 hours\
      Resolution: 2 BD</td>
    </tr>
  </tbody>
</table>

BD = Business Day

# **Escalation matrix**

| **Level** | **Point of contact** |
| :- | :- |
| Level 1 | Support specialist |
| Level 2 | Support manager |
| Level 3 | CTO (Mirant Hingrajia, [mirant@wotnot.io](mailto:mirant@wotnot.io)) |
| Level 4 | CEO (Hardik Makadia, [hardik@wotnot.io](mailto:hardik@wotnot.io)) |


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