Support channel
Contacting Support
Our support specialists are trained to attend requests and to trigger the right processes inside Whisbi to be as effective as possible. We are here to help
- support@whisbi.com
Phone*
- Available on our premium plan.
Security Levels
Requests are split into 4 severity levels:
Severity Level 1: Critical Service Affecting
[Issues that stop the service or cause a security breach].
- Severity: Critical
- Objective: To be attended in less than 15 minutes
- Objective: To be resolved in less than 3 hours
To trigger this level it is recommended to use the phone channel as well as email.
Severity Level 2: Major Service Affecting
[Loss of functionality or significant performance degradation to multiple agents].
- Severity: Major
- Objective: To be attended in less than 15 minutes
- Objective: To be resolved in less than 6 hours
Severity Level 3: Minor Service Affecting
[A minimal limitation to the functionality of the Service].
- Severity: Minor
- Objective: To be attended in less than 2 hours
- Objective: To be resolved in less than 7 business days
Severity Level 4: Non-Service Affecting (including general info or change requests)
[Requests for changes to an existing service or need for general information].
- Severity: Non-Affecting
- Objective: To be attended in less than 4 hours, more complex requests will take more time.
- Objective: To be resolved in less than 10 business days