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... |
| Urgent | Problem with sending out the SMS or making and receiving calls | 2 hours | 8 hours |
| High | A functionality is not working as described or as expected | 8 hours | 2 days |
| Medium | Billing related query | 12 hours | 3 days |
| Medium | You need a custom number | 1 day | 2 to 10 days (Depends on the number) |
| High | SMS Template approval | 30 minutes | 1 day |
| High | SMS sender ID approval | 30 minutes | 2 days |
| Low | General query | 1 day | 3 days (Specific to the query) |
| Low | Voice over requests | 1 day | 2 days (For 1 request) |
| Sales related queries | |||
| High | Processing 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 the 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 Method | Processing 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 the Exotel Account |
If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.