If you use Wati with the WhatsApp API and something breaks, Wati does offer support. But the support process can be extremely cumbersome to get hold on, making it tough for team to get access to support when its needed the most. Here, we have tried to break down how the customer support service for Wati looks like.
The short answer
Wati’s Plans includes basic support with a Service Level Agreement that runs 24 hours a day from Monday to Friday.
Wati does not provide a customer support agent to you for personalised query resolution.
More hands-on help is available only via a paid add-on through a Technical Account Manager.
How Wati sorts your issues?
Wati groups support tickets by how serious the impact is on your business. The labels are simple and map to everyday cases.
Urgent
A critical problem that stops business. No workaround exists.
Examples: the service is fully down, your data is corrupted or lost and must be restored, your team cannot continue work.
High
Major features are broken or the system is very slow. You can keep working with a temporary workaround, but it is painful.
Examples: extreme performance drop, a key feature is unavailable, you can operate only with limits.
Medium
Some parts do not work, but you can still use the product. Impact is moderate. A short-term workaround may exist.
Examples: a component is misbehaving but the core flow works, a workaround exists but is not ideal.
Low
General questions, minor issues, or bugs that affect a small set of users. A reasonable workaround exists.
Examples: how-to questions, training needs for your team, requests for guides or documentation.
Wati’s stated response and fix times for Growth Plan
These timelines apply to Growth Plan support that runs Monday to Friday, all hours. If anything differs in your contract, follow that.
Urgent
First reply within 60 minutes.
Target time to fix within 10 hours.High
First reply within 3 hours.
Target time to fix within 2 business days.Medium
First reply within 6 hours.
Target time to fix within 3 business days.Low
First reply within 12 hours.
Target time to fix within 4 business days.
Notes: Wati mentions that issues that miss these timelines get escalated internally. Also, if you think your ticket is labeled with the wrong severity, you can ask Wati to review it.
How to raise a ticket with Wati?
You can submit a ticket from inside the Wati inbox using the help widget. That is the starting point for most questions and issues.
Quick reference table
| Severity | What it means | First reply time | Target fix time |
|---|---|---|---|
| Urgent | Stops business, no workaround | 60 minutes | 10 hours |
| High | Major feature broken or very slow, temporary workaround exists | 3 hours | 2 business days |
| Medium | Partial impact, product still usable | 6 hours | 3 business days |
| Low | General questions or minor bugs | 12 hours | 4 business days |
When you might need more than weekday support
Many teams run campaigns and support flows on weekends, late nights, or public holidays. A weekday-only window can delay fixes if an issue crops up at those times. If your WhatsApp workflows drive sales, support, or alerts outside Monday to Friday, you will likely want real human help that is always on.
How Heltar supports you?
Heltar is a WhatsApp Business API and automation provider. We help you set up, run, and scale WhatsApp across sales, support, and marketing. If you are comparing providers on support, here is what to expect from us:
Real 24 by 7 human support - You can reach trained specialists any day and at any hour. No weekend gap.
Clear ownership on every ticket - One person stays on your case and keeps you updated until resolution.
Hands-on help with setup and changes - Template approvals, flows, broadcast checks, inbox rules, and integration steps with your tools.
Fast triage - We separate account issues, Meta related checks, and integration faults quickly, so you are not stuck with back-and-forth.
If your business needs steady human help every day of the week, Heltar is built for that. Book a short demo with Heltar to see how our real 24 by 7 human support keeps your WhatsApp flows running when it matters.
