Service Standards
Last updated 12.11.2025.
Waybiller provides a digital transport and e-waybill management platform where reliable performance and responsive customer support are our top priorities.
These Service Standards describe the level of service, response times, and quality commitments our customers can expect under each pricing plan.
These are not contractual SLAs, but reflect our service promises and internal quality principles that guide both our human and AI-powered support.
1. GENERAL PRINCIPLES
Our support team is available Monday to Friday, 09:00–17:00 (EET).
You can reach us through the following channels:
- In-app chat
- Phone
- AI Voice Agent Veiko, available 24/7 in Estonian, Russian, and English.
All requests are categorized by priority: urgent, high, or normal (see Section 3).
Human support is provided in Estonian and English, while AI Agent Veiko supports Estonian, Russian, and English.
About AI Agent Veiko
Veiko is Waybiller’s intelligent voice assistant, designed to help customers instantly — any time of day or night.
Veiko can:
- Answer frequently asked questions (e.g. “I forgot my password”)
- Guide users through key workflows (e.g. creating an e-waybill, managing transport orders, adding origin/destination)
- Collect and categorize support requests for the human team
If an issue cannot be solved automatically, Veiko creates a ticket for a human support agent.
AI Agent Veiko provides an instant first response 24/7, even outside business hours.
Note: Veiko is currently in a testing and learning phase. He is continuously improving based on real customer interactions, and some answers may still be limited or routed to a human agent for confirmation.
2. RESPONSE AND RESOLUTION TIMES
Free Plan
- First response: within 2 business days
- Critical issue response: handled in general queue
- Target resolution: within 4 business days
- Support channels: Email, Chat, Help Center, Phone
Client Plan
- First response: within 1 business day
- Critical issue response: within 6 business hours
- Target resolution: within 3 business days
- Support channels: Email, Chat, Help Center, Phone
Integrated Client Plan
- First response: within 4 business hours
- Critical issue response: within 3 business hours
- Target resolution: 1 business day for critical issues; within 2 days for others
- Support channels: Email, Chat, Help Center, Phone
Priority Client Plan
- First response: within 2 business hours
- Critical issue response: within 1 business hour
- Target resolution: same business day
- Support channels: Email, Chat, Help Center, Phone
Notes:
- First response = when a support agent first acknowledges the request.
- Resolution time = when a practical solution, workaround, or fix is delivered.
- AI Agent Veiko provides an instant first response 24/7.
- Issues requiring product development may take longer, depending on release cycles.
3. PRIORITY LEVELS
AI Agent Veiko automatically identifies and tags each ticket’s priority, ensuring that critical cases are escalated immediately to human support.
Urgent Priority
Definition: A severe issue that completely prevents the customer from using Waybiller or performing essential business operations.
Impact: System unavailable, operations halted, or data cannot be exchanged. No workaround exists.
Examples:
- Waybiller web or mobile platform unavailable
- API or integration failures (e.g. weighbridge, ERP, invoicing systems) blocking daily operations
- System errors preventing e-waybill creation or sending
- Login or authentication failures affecting all users
- Critical data errors causing compliance or operational failure
High Priority
Definition: A notable malfunction or partial outage affecting performance or efficiency but not fully blocking operations.
Impact: Some functions, integrations, or users are affected; workflows continue but with reduced efficiency or manual workarounds.
Examples:
- Errors or missing data on waybills (not causing compliance failure)
- Specific features or user accounts not working properly
- Partial failure of integrations or data transfer
- Delays in automated notifications or updates
Normal Priority
Definition: General requests, usability questions, or cosmetic issues that do not impact operations or performance.
Impact: No interruption to service; handled according to queue and roadmap.
Examples:
- Training or configuration requests
- Feature suggestions or usability improvements
- Minor layout or language inconsistencies
- Account or company detail updates
Note:
Priority is reviewed by the support team based on actual impact and urgency.
Customers can suggest urgency when submitting a ticket, but Waybiller may adjust the final level for consistency.
Critical issues are always handled first, regardless of package level.
4. SCOPE OF SUPPORT
All Waybiller users have access to:
- Help Center
- Information about product updates and new features
- 24/7 self-service via AI Agent Veiko
5. PLATFORM AVAILABILITY
Waybiller aims for 99.5% uptime per month (excluding planned maintenance).
Maintenance is typically performed at night or on weekends to minimize disruption.
6. QUALITY MONITORING
Waybiller continuously tracks:
- Average response and resolution times
- Platform uptime and stability
- Customer Satisfaction Index (CSI)
- Trends in recurring issues for proactive product improvements
These insights are used to improve transparency, efficiency, and customer experience.
7. SUPPORT CONTACTS
Email: support@waybiller.com
Phone: +372 606 8120
Help Center: support.waybiller.com/hc/en-us
Business hours (human team): Mon–Fri 09:00–17:00 (EET)
AI Voice Agent Veiko: Available 24/7 in Estonian, Russian, and English
8. INTERNAL OPERATIONS
Monitoring: Every ticket is logged and categorized.
Escalation: Urgent tickets trigger automatic alerts to technical staff and are reviewed every 30 minutes during business hours.
Follow-up: All email and chat tickets receive feedback question.
Audit & Review: Monthly review of resolution times, and customer feedback.
Training: Support specialists receive ongoing product training to ensure consistent quality.
9. SUMMARY
Waybiller is committed to providing fast, transparent, and reliable customer support. With AI Agent Veiko, help is now available instantly, 24/7, ensuring assistance is always just a call or message away.
