SLA WhatsApp QR

Introduction

The WhatsApp QR integration allows businesses to connect their personal or WhatsApp Business accounts to Reach by scanning a QR code, similar to WhatsApp Web. This option provides flexibility for those who cannot use the WhatsApp Business API service. However, due to the nature of this integration, there are limitations and risks that affect the scope of support we can provide.

Scope of Support

Our support for WhatsApp QR integration includes:

  • Connection Assistance: Guidance on connecting your WhatsApp account to Reach using the provided QR code.
  • Basic Troubleshooting: Help with common issues related to initial setup and functionality within Reach.
  • Recommendations and Best Practices: Suggestions to minimize risks, such as avoiding blocks by Meta.
  • Incident Diagnosis: Identification of whether issues are due to the limitations of the connection, account blocks, or other factors.
  • Documentation and Resources: We provide documentation, best practices, and FAQs on our website to help minimize risks and understand the limitations of this integration.

Support Limitations

Due to the risks and limitations inherent in using this integration, our support does not extend to:

  • Blocks or Bans by Meta: We are not responsible for any blocks or bans imposed by Meta (WhatsApp/Facebook) on your account. Our assistance is limited to identifying the possible block and providing recommendations; we do not participate in the appeal process with Meta.
  • Service Restoration after Blocks: We do not guarantee the restoration of service if your WhatsApp account is blocked. Resolution depends solely on Meta’s policies and processes.
  • Service Stability and Availability: We do not guarantee the stability or uptime of the WhatsApp QR integration, which may experience instability, frequent disconnections, or synchronization issues.
  • Functional Limitations: Support requests related to unsupported functionalities of this integration (e.g., interactive messages, emoji reactions, handling files larger than 10MB) will be communicated as limitations with no current alternative solution.
  • Integration with Other Reach Features: Although you may use other Reach features with this integration, we do not extend support to issues specifically arising from limitations of this integration with other features.
  • Security and Privacy Matters: Any security or privacy risks inherent to this method are outside the scope of our support.

Severity Levels

Severity Level 1: Critical

Description:

Issues causing a general failure in the WhatsApp QR channel, where it is not possible to send or receive any messages through Reach. This includes total failures in using the channel or critical functionalities that prevent key operations such as:

  • Interaction with conversations.
  • Partial or total access to the channel’s settings or functions.

Scope of Support:

  • Issue Diagnosis: Identify if the issue originates in Reach or from external factors like a Meta ban or connection issues.
    • If the issue is attributable to Reach:
      • Notify findings and issue diagnosis.
      • Provide continuous feedback through official channels.
      • Resolve the issue.
    • If the issue is not attributable to Reach:
      • Notify findings and issue diagnosis.
      • Provide continuous feedback on any failure reported by the external provider.
      • Share documentation and support material for appeal with Meta.

Response Times:

  • Reach Failure:
    • Initial Response: 15 minutes.
    • Follow-up Interval: 1 hour.
    • Maximum Resolution Time: 2 hours.
  • Non-Reach Failure:
    • Critical issues related to Meta account blocks or external provider failures are outside our control and not covered under any severity level.

Severity Level 2: Moderate

Description:

Issues affecting important but non-critical functionalities of the WhatsApp QR integration, such as:

  • Updates or changes to channel limitations applied by the provider without prior notice.
  • Impacts on specific functionalities included in the channel that do not prevent its specific use.

Scope of Support:

  • Verify and diagnose the reported issue or problem.
  • Communicate the diagnosis results and implications to the client.
  • Work to adapt or update functionality according to provider changes.
  • Inform the client about new limitations or changes that may arise.

Response Times:

  • Initial Response: 15 minutes.
  • Follow-up Interval: 4 hours.
  • Maximum Resolution Time: Reasonable effort; times may vary due to external dependencies.

Severity Level 3: Minor

Description:

General inquiries about WhatsApp QR channel limitations not previously covered in documentation or the commercial proposal, questions about the benefits and features of the integration, or requests for guidance.

Scope of Support:

  • Answer client questions and queries.
  • Share relevant documentation and resources.
  • Provide guidance and feedback on the advantages and correct usage of the channel.
  • Address inquiries about integration and functionality within Reach.

Response Times:

  • Initial Response: 2 hours.
  • Follow-up Interval: 8 hours.
  • Maximum Resolution Time: 48 hours.