GetMyBot support SLA
How long the first support reply takes on each plan, how the deadline is counted and where to watch platform status.
In questa pagina
GetMyBot support answers account owners from Settings → GetMyBot support (/app/support-requests). The first-reply time depends on the bot-builder plan (see Plans) and is counted in business time: 10:00–19:00 Moscow time, Monday to Friday.
First-reply targets
| Bot-builder plan | First reply |
|---|---|
| Start | within 3 business days |
| Pro | within 1 business day |
| Business | within 4 business hours |
| Enterprise | within 2 business hours |
The deadline is fixed when the request is created, from the plan active at that moment, and does not move when the plan changes. A request created outside business hours starts counting at the next business hour: a Business plan question on Friday at 18:00 is answered by Monday, 13:00.
What you see
- When creating a request – the reply time for your plan, before you send it.
- In the request list – a countdown to the deadline and, once answered, how many business minutes the first reply took.
- By email – the support reply also arrives at the account email; you can answer from the cabinet.
What counts as a reply
The first message from a support engineer in the thread. A clarifying question counts. Resolution time is not regulated: it depends on the problem and on whose side it is (the platform, Telegram, your server).
If the deadline is missed
The platform tracks overdue requests itself: the on-call engineer sees them immediately and the request moves to the top of the queue. No reminder is needed, but you can add to the thread.
Platform health
Platform status and the last 30 days of incidents: getmybot.dev/status, with an email subscription for incidents. How the platform watches your bots and restarts them is described under Bots.