Security > Support channel

Support channel

Contacting Support

We provide support 24x7x365. Our support specialists are trained to attend requests and to trigger the right processes inside Whisbi to be as effective as possible.

Email

support@whisbi.com

Phone*

Available on our premium plan.

Chat*

Our Support specialists also provide live support from any Help Center page, as well as inside of our analytics platform deck.whisbi.com 

*Mon-Fri CET 08:00-02:00+1 day 

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: Urgent
  • 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

[Issue that significantly affects the usability of the service].

  • Severity: High
  • Objective: To be attended in less than 30 minutes
  • Objective: To be resolved in less than 10 hours

Severity Level 3: Minor Service Affecting

[A minimal limitation to the functionality of the Service].

  • Severity: Medium
  • Objective: To be attended in less than 4 hours
  • Objective: To be resolved in less than 5 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: Low
  • Objective: To be attended in less than 4 hours, more complex requests will take more time.
  • Objective: To be resolved in less than 12 business days