Creating a ticket

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

How to create a ticket

Follow these steps:

• Login to your WotNot account

• Click on the 'Help' icon

• Click on the 'Create a Ticket' button

• Choose the appropriate 'Ticket Type'

  • Implementation assistance: Anything in regards to setting up the white label instance

  • Other questions: Ask anything you would like to know about the portal

  • Report a bug: If the functionality is not working as it should be

  • Technical support: For anything where you would like to have assistance from the technical team

• Provide required details

• Click 'Create ticket'

Once the ticket is created, the ticket ID is on the table. When you click the ticket, a popup modal with the latest responses from our support team will appear.

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

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.

SLAs

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

BD = Business Day

Escalation matrix

Level	Point of contact
Level 1	Support specialist
Level 2	Support manager
Level 3	CTO (Mirant Hingrajia, [email protected])
Level 4	CEO (Hardik Makadia, [email protected])