# Creating a ticket

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

<figure><img src="/files/5NDKDv9YpcTylsjKHjQ2" alt=""><figcaption></figcaption></figure>

## How to create a ticket

Follow these steps:

* Login to your WotNot account
* Click on the 'Help' > choose '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, 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.

<figure><img src="/files/FAi2CtY2fVGv2iWaD8cU" alt=""><figcaption></figcaption></figure>

## 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)**&#x20;

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.

<details>

<summary>Holiday calendar</summary>

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

</details>

## SLAs

WotNot will adhere to the following SLA matrix.

<table data-full-width="true"><thead><tr><th width="210.96875"></th><th width="216.8021240234375">Lite</th><th>Starter</th><th width="224.09033203125">Premium</th><th>Enterprise</th></tr></thead><tbody><tr><td><strong>Support channel</strong></td><td>Ticketing</td><td>Ticketing</td><td>Email<br>Ticketing <br>Account manager</td><td>Email<br>Slack<br>Phone<br>Ticketing <br>Account manager</td></tr><tr><td><strong>Availability</strong></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><strong>First response time</strong></td><td>&#x3C; 16 business hours</td><td>&#x3C; 8 business hours</td><td>&#x3C; 4 business hours</td><td>&#x3C; 1 hour</td></tr><tr><td><p><strong>Resolution time</strong></p><p><strong>P1 - Critical</strong> <br><em>(System down / Outage)</em></p></td><td>Response: 8 hours<br>Resolution: 1 BD</td><td>Response: 4 hours<br>Resolution: 1 BD</td><td>Response: 1 hour<br>Resolution: 8 hours</td><td>Response: 30 min<br>Resolution: 4 hours</td></tr><tr><td><strong>P2 - Major</strong> <br><em>(Core feature broken)</em></td><td>Response: 1 BD<br>Resolution: 5 BD</td><td>Response: 8 hours<br>Resolution: 3 BD</td><td>Response: 4 hours<br>Resolution: 2 BD</td><td>Response: 1 hour<br>Resolution: 1 BD</td></tr><tr><td><strong>P3 - Minor</strong><br><em>(Workaround exists)</em></td><td>Response: 1 BD<br>Resolution: 7 BD</td><td>Response: 1 BD<br>Resolution: 5 BD</td><td>Response: 8 hours<br>Resolution: 3 BD</td><td>Response: 4 hours<br>Resolution: 2 BD</td></tr></tbody></table>

BD = Business Day

## Escalation matrix

<table><thead><tr><th width="173">Level</th><th>Point of contact</th></tr></thead><tbody><tr><td>Level 1</td><td>Support specialist</td></tr><tr><td>Level 2</td><td>Support manager</td></tr><tr><td>Level 3</td><td>CTO (Mirant Hingrajia, mirant@wotnot.io)</td></tr><tr><td>Level 4</td><td>CEO (Hardik Makadia, hardik@wotnot.io)</td></tr></tbody></table>


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