Support and service levels

Effective date: 16 October 2026

This page says how to reach us, when we reply and what uptime we aim for with Aviral WhatsApp Platform, which Aviral Techlab Private Limited ("Aviral Techlab", "we", "us") provides. The response times and the uptime figure are targets, not guarantees. They become binding only if an Enterprise order form says so. Our Terms of service set out the rest of the relationship.

1. How to reach us

• Email: support@aviraltechlab.com. Write from your account administrator's address, or from a user address on the account, and say which workspace it is about.
• Phone and WhatsApp: +91 83830 08380.
• Sales and plan questions: sales@aviraltechlab.com.
• Billing and refunds: support@aviraltechlab.com. See our Refund and cancellation policy.
• Privacy requests and grievances: the contacts in our Privacy policy.

Include what you expected, what happened, the time it happened, and a screenshot or the message ID if you have one. It saves a round of questions.

2. Support hours

Monday to Saturday, 10:00 to 19:00 IST (excluding public holidays in Delhi).

A "business day" means a day on which support is open, and a "support hour" is an hour inside those opening times. Requests that arrive outside support hours wait in the queue. The response clocks in section 3 run only during support hours.

3. First-response targets

We aim to send a first reply within these times. A first reply means a person has read your request and answered it or told you what happens next. It is not a promise to resolve the issue in that time.

An urgent request is one where the Service is down for your whole workspace, or you can't send or receive WhatsApp messages and the cause looks to be on our side. Tell us it is urgent in the subject line or by phone.

We can't promise how long a fix takes, because it depends on the cause. We tell you what we have found, what we are doing next and when to expect an update. For urgent requests we keep working on them through the end of support hours, and we update you at least once each business day until it is fixed.

4. What support covers

Support helps with:

• using any feature of the Service, and connecting or disconnecting WhatsApp numbers;
• errors and bugs in the Service;
• billing, invoices and plan questions;
• setting up integrations we provide, such as Shopify, Zoho, Google Sheets, webhooks and the API;
• guidance when Meta rejects a template or restricts a number. We can explain the reason and help you file an appeal, but Meta makes the decision.

Support doesn't cover custom development, work on your own systems or third-party software, or training for large teams, unless your order form includes it.

5. Uptime target

We aim for 99.5% availability each calendar month for the Aviral WhatsApp Platform web app and API. That allows about 3 hours and 36 minutes of downtime in a 30-day month.

We measure availability from our own monitoring of the web app and API. These don't count as downtime:

• planned maintenance, announced as section 6 says;
• outages or slowdowns at Meta or WhatsApp, at an internet or mobile network provider, or at another company we depend on that is outside our control;
• problems caused by your own systems, your account settings, your use of the Service in breach of the Terms of service, or your internet connection;
• events outside our reasonable control, such as natural disasters and government action.

This is a target. We don't offer service credits or refunds against it unless an Enterprise order form says we do.

Message delivery depends on Meta. The Service sends your messages to WhatsApp and reports what WhatsApp tells us. We can't guarantee that a message is delivered, or how fast. Meta's own status is at metastatus.com.

6. Planned maintenance

• We do planned maintenance that could interrupt the Service at off-peak hours in India, usually late at night.
• We give at least 48 hours' notice by email to account administrators, or in the product, when maintenance is expected to cause downtime.
• Updates that don't interrupt the Service, such as most releases, happen without notice.
• Emergency maintenance, for example to close a security hole, can happen with less notice. We tell you as soon as we can.

7. Incidents

When there is a significant incident that affects many customers:

• we acknowledge it to account administrators by email, and in the product where possible, once we have confirmed it;
• we send updates until it is resolved, and say when it is resolved;
• on request, we send a short written summary of what happened and what we are changing, once we understand the cause.

If the cause is at Meta, we point you to Meta's status page and tell you what we are doing in the meantime.

If a personal data breach is involved, our Data processing agreement sets the notice we give.

8. Escalation

If a request isn't moving, reply to it and ask us to escalate. We bring in a senior engineer or a manager and tell you who has it. For billing or refund complaints, and for complaints about how we handled a request, you can write to our Grievance Officer: Grievance Officer, Aviral Techlab Private Limited, grievance@aviraltechlab.com.

9. Enterprise agreements

An Enterprise order form can set its own uptime commitment, response and resolution times, service credits, a named contact and support hours. Where it does, the order form wins over this page.

10. Changes

We may change this page. For a material change that reduces what a paid plan gets, we give account administrators at least 30 days' notice by email or in the product. The date at the top shows the current version.

Aviral Techlab Private Limited, H-89, 2nd Floor, Ashok Vihar Phase-1, Delhi 110052, India.

This page is governed by the laws of India. Courts at New Delhi have jurisdiction, as the Terms of service provide.