Security > Support channel

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

Email

  • support.global@giosg.com
  • Please note that from the 20th of September 2023 the email address above is our newest support email.

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 available within the standard product configuration)

[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