Service Level Agreement (SLA)

Reliable 99.99% Uptime Guarantee

Here we explains some key information about working with Chatti Support. Please refer to Support Plans for more information about our support programs, including Service Level Objectives (SLOs).

We have these guidelines to help us provide the best possible support for our customers, but we also try to be flexible when it’s in our customers’ interest.

Support Priorities

The following table defines the criteria and examples for our support priorities. Every support request is important, but some will require Chatti and our customers to work with a greater sense of urgency. It’s in our customers’ interest that we make good decisions about which requests require the most immediate response. We will assume that requests submitted by email are normal priority.

If you believe your issue meets the criteria for a different priority level, submit it though our support page here.

Once our support engineers review your request, they may adjust the priority to the appropriate level, up or down.
Definition CriteriaExamples
URGENTCritical Services UnavailableAll these apply:
  • All or many countries for this customer
  • In production
  • Prevents critical customer functionality
  • No viable workaround exists
  • Chatti platform unavailable / severely impacted
  • Technical or Account issue preventing any API call
  • Supplier outage, preventing service for many countries
HIGHSerious Service DisruptionAll these apply:
  • In production
  • Reduces functionality for customer
  • No viable workaround exists
  • Reach lost to a single major country
  • Latency for delivery receipts globally
  • Chatti dashboard is unavailable
NORMALOther ProblemAny of these apply:
  • In production, no serious impact in functionality
  • Production Issue, viable workaround exists
  • Production is not impacted
  • Non-delivery to specific numbers
  • Sender ID changed for country, but message delivered
  • Encoding issue changing specific characters
LOWMinor or Scheduled Either of these apply:
  • Work can be scheduled
  • Not impacting development or production
  • Request for enhancement to product
  • Account queries
  • Usage Questions about using our products

Scheduled Maintenance

Chatti does not conduct any regular scheduled maintenance. However, if maintenance is requested, it will be listed on our status page. 7 days before the scheduled date. Please subscribe to alerts on this page.

Unscheduled Maintenance

In the rare event unscheduled maintenance is required, our status page will be updated regularly.

Support You Can Rely On

Chatti provides industry leading support designed for businesses of all sizes with all customers receiving enterprise-grade email support.

Have a Question?

Our customer success team is here to help.