When will you answer my Ticket or Resolve my Query?

exotel’s customer happiness team endeavors to provide its customers with the best customer support services to ensure the best product experience in case, you or your authorized user(s) face any issues or have any questions in relation to our product, please contact our customer happiness team, we are available 24 7 for all our enterprise clients and 14 7 (8 00 am to 10 00 pm) for sme and smb clients you may reach out to our team using the chat widget on your exotel dashboard or whatsapp us on 08088919888 we will respond to your query basis the severity of the issue faced with our product (hereinafter referred to as “ level of severity ”) set out in table a and typically come back with further updates within the time frames set out in table b below table a severity level label description 1 urgent errors that prevent useful work from being completed such as successful calling, server inaccessibility, operator downtimes, application based errors 2 high errors that keep major functions from being performed, but a workaround is available e g access to the server is slow, the server accepts requests but is not responding within the acceptable time duration, time delay in response for a call, etc 3 medium errors that are generally non disabling or cosmetic 4 low errors or requests related to business operations such as reconciliations, logs, etc table b level of severity acknowledgment time response time severity 1 30 minutes 2 hours severity 2 30 minutes 5 hours severity 3 30 minutes 24 hours severity 4 30 minutes 24 hours third party integrations will have different sla, given there might be a dependency on them please refer to the respective integration guide or support article for actual sla we value our business association with you and aim to build it into a long lasting relationship of trust we hope you enjoy using our product as much as we love serving you! we reserve the right to review, revise, amend, modify or re enact our support services policy, and in case we do so, you can access our updated support services policy right here on this page payment processing sla if you are making a payment via methods other than online payment through exotel account, please send us an email mentioning the following account name (the account name that you have with the exotel system) amount paid neft transaction/cheque no date of transaction/submission tds deduction (2% of 10%) without an email, with the above information, we will not be able to update any amount the following sla applies only after we get the required information via an email payment method processing time online payment (via exotel account) (if you are paying online, please make sure you fill your tan in the “company info” section and select a tds amount, and complete your kyc documentation process) real time other modes of payment (neft or cheque) up to 5 business days from the day of credit into the exotel account