Rackwave provides different levels of support depending on your plan. This article defines the Service Level Agreement (SLA) for each plan tier — including initial response times, resolution targets, and business hours — so you know exactly what to expect when you raise a support ticket.
Support Tiers by Plan
| Plan |
Support Tier |
Support Channels |
Coverage Hours |
| Free Trial |
Community |
Portal tickets, Knowledge Base |
Business hours only |
| MigoSMTP 10k / Telnxo Basic |
Standard |
Portal tickets, Knowledge Base |
Business hours (Mon–Sat) |
| MigoSMTP 20k / Telnxo Standard |
Priority |
Portal tickets, Knowledge Base, Priority queue |
Business hours (Mon–Sat) + critical coverage |
| MigoSMTP 30k / Telnxo Pro |
Premium |
Portal tickets, Priority queue, Dedicated account contact |
Extended hours (Mon–Sun) + critical coverage |
Response Time SLA by Priority & Plan
| Priority |
Trial / Community |
Standard |
Priority |
Premium |
| Critical |
8 business hours |
4 business hours |
2 hours (incl. nights) |
1 hour (24/7) |
| High |
24 business hours |
8 business hours |
4 business hours |
2 business hours |
| Medium |
48 business hours |
24 business hours |
8 business hours |
4 business hours |
| Low |
72 business hours |
48 business hours |
24 business hours |
8 business hours |
Response time vs resolution time: SLA times above refer to the initial response — when a support agent first engages with your ticket. Resolution time depends on the complexity of the issue and may require investigation, engineering involvement, or carrier-side coordination.
Business Hours Definition
| Coverage Type |
Days |
Hours (IST) |
| Business hours |
Monday – Saturday |
09:00 – 19:00 IST |
| Extended hours (Premium) |
Monday – Sunday |
08:00 – 22:00 IST |
| Critical coverage (Priority+) |
7 days a week |
24 hours (on-call rotation for critical issues) |
How SLA Time Is Measured
- The SLA clock starts when your ticket is submitted.
- The SLA clock pauses when a support agent replies and is waiting for your response (ticket status: Awaiting Reply).
- The SLA clock resumes when you reply to the ticket.
- The SLA clock stops when the ticket is marked as Resolved or Closed.
- SLA time counts business hours only for Standard and Community tiers. For Priority and Premium, the hours count according to the extended coverage schedule above.
What Is NOT Covered by the Support SLA
| Exclusion |
Reason |
| Issues caused by your own code, configuration, or third-party plugins |
Outside Rackwave's control; support is best-effort |
| DNS propagation delays |
Controlled by registrars and ISPs — typically 30 minutes to 48 hours |
| Carrier-side SMS delivery delays |
Carrier networks are outside Rackwave's direct control |
| Meta / WhatsApp template approval delays |
Controlled by Meta — Rackwave can expedite but not guarantee timelines |
| DLT registration approval delays |
Controlled by telecom operators (Airtel, Vi, Jio, BSNL, TATA) |
| Feature requests and product roadmap queries |
Addressed through the product team on a best-effort basis |
| Tickets submitted outside support hours on Community / Standard plans |
SLA clock starts at the beginning of the next business day |
SLA Breach — What to Do
If the SLA response time has been exceeded for your priority level without any contact from the support team:
- Reply to the existing ticket with a polite follow-up note — include the original submission time and your plan tier.
- If still no response within 2 additional hours (for Critical/High), escalate by opening a second ticket with subject: SLA Escalation — Ticket #[number].
- For Premium plan customers with a dedicated account contact, use the direct contact method provided at onboarding.
Next Steps