Support plans
Every account starts on Community. Add a plan when WhatsApp is how your customers reach you.
sold separately from usage · response targets and SLA on paid plans onlyCommunity
Docs and email, answered when we can.
Free
- First reply
- Best effort
- ~2 work days
- Uptime SLA
- None
- no credits
Includes
- Docs
Pro Support
Committed answers during business hours.
$299/mo
- First reply
- 8 h
- P1 · Mon–Fri
- Uptime SLA
- 99.5%
- with credits
Everything in Community, plus
- Priority email
- Dashboard tickets
Business Support
P1 and P2 answered around the clock.
$1,490/mo
- First reply
- 2 h
- P1 · 24/7
- Uptime SLA
- 99.9%
- with credits
Everything in Pro, plus
- Private shared Slack channel
- Quarterly review
Enterprise
A named engineer and terms you negotiate.
from$4,900/mo
- First reply
- 30 min
- P1 · 24/7
- Uptime SLA
- 99.95%
- with credits
Everything in Business, plus
- Named engineer
- Custom terms
Response times, side by side
| First reply | Community | Pro | Business | Enterprise |
|---|---|---|---|---|
| P1 | — | 8 business hours | 2 hours, 24/7 | 30 minutes, 24/7 |
| P2 | Best effort | 1 business day | 8 hours, 24/7 | 8 hours, 24/7 |
| P3 | Best effort | 1 business day | 1 business day | 1 business day |
| Uptime SLA | — | 99.5% | 99.9% | 99.95% |
What each severity means
You pick it when you open the ticket. If it turns out to be a different one, we'll say so and re-label it.
Production down
Your production traffic is down, or every send is failing.
Degraded
Something is degraded, or a feature is broken and there's no workaround.
Question
Questions, how-to, and minor bugs.
Business hours
Monday to Friday, 09:00 to 18:00, in the time zone you pick on the dashboard's Support page. New York until you change it. A business day is one full day of those hours.
New York · Chicago · Los Angeles · Mexico City · Bogotá · São Paulo · Buenos Aires · Madrid · London · UTCTargets marked 24/7 run on the clock, weekends included. The clock starts when you open the ticket and stops at our first human reply.
How the SLA works
We measure uptime with the same probes that run the status page, once a minute. A minute is down when a covered component is in outage. Degraded counts as up. Monthly uptime is 1 minus down minutes over the minutes in the calendar month (UTC), taken on the worst covered component: REST API, WhatsApp engine, Webhook delivery.
| Plan | Monthly uptime | Credit |
|---|---|---|
| Pro Support | Below 99.5% | 10% |
| Below 98% | 25% | |
| Business Support | Below 99.9% | 10% |
| Below 99% | 25% | |
| Below 95% | 50% | |
| Enterprise | Below 99.95% | 10% |
| Below 99.5% | 25% | |
| Below 99% | 50% |
Credits are a share of that month's support plan fee. Ask for one with a ticket within 30 days of the month's end and it goes on your next invoice. Credits are the only remedy the SLA gives. The dashboard shows this month's uptime and the credit it would earn. Full text: the SLA.
What the SLA leaves out
- Anything WhatsApp does: a restricted or banned number, a WhatsApp outage, a change to how linked devices work. wuapi is independent from WhatsApp, and we can't promise what WhatsApp will do.
- Causes on your side: your webhook endpoint, your network, your code, a phone that went offline or was unlinked.
- Maintenance we announce on the status page at least 48 hours ahead, up to 4 hours a month.
- Force majeure, and features we label beta.
Questions
Do I need a support plan to use wuapi?+
No. Every account starts on Community support at no cost, and the API works the same on every plan. A paid plan changes how fast we answer you and adds an uptime SLA.
How is it billed?+
As its own monthly subscription, separate from your usage, paid through Stripe. Prices are before tax; tax is calculated at checkout from your billing address. It has its own invoices, and you can cancel it without touching your accounts. Moving from Pro to Business charges the prorated difference right away; moving down credits it on your next invoice.
What happens when I cancel?+
The plan runs until the end of the period you paid for, then you're back on Community. Open tickets stay open.
Does a support plan stop WhatsApp from restricting a number?+
No. We can't control what WhatsApp does to a number, and the SLA leaves it out. We can help you read what happened and what to change.
Is there a credit if you miss a response target?+
No. Credits cover monthly uptime only. The target is the latest we commit to answering by, and it's shown on every ticket.
Pick a plan from the dashboard
Support in the sidebar. Checkout takes a minute, and tickets open from the same page. Need a contract? Talk to sales.
Prices in USD, excluding taxes. Uptime targets: Pro Support 99.5%, Business Support 99.9%, Enterprise 99.95%.