Here's what you can expect from us (All time periods are working business hours)
 

Type
How can we help you?Expect a response within...We hope to solve the problem within...
 UrgentProblem with sending out the SMS or making and receiving calls2 hours8 hours
 HighA functionality is not working as described or as expected8 hours2 days
 MediumBilling related query12 hours3 days
 MediumYou need a custom number
1 day2 to 10 days (Depends on the number)
 HighSMS Template approval30 minutes1 day
 HighSMS sender ID approval30 minutes
2 days
 LowGeneral query1 day
3 days (Specific to the query)
 LowVoice over requests1 day2 days (For 1 request)
 Sales related queries  
 HighProcessing your KYC documents
N.A.1 day


Payment Processing SLA:


If you are making a payment via methods other than online payment through Exotel Account, please send us an email mentioning the following:


a) Account Name (the account name that you have with Exotel system)

b) Amount Paid

c) NEFT Transaction/Cheque No.

d) Date of Transaction/Submission

e) TDS Deduction (2% of 10%)


Without an email, with the above information, we will not be able to update any amount. The following SLA applies only after we get the required information via an email.


Payment MethodProcessing Time
Online Payment (via Exotel Account)
(If you are paying online, please make sure you fill your TAN in the “Company Info” section and select a TDS amount, and complete your KYC documentation process)
Real-time
Other Modes of Payment (NEFT or Cheque)
Up to 5 Business Days from the day of Credit into Exotel Account