Last updated: 01.07.2026

Waybiller provides a digital transport and electronic waybill management platform where reliability and responsive customer support are our priorities.

These Service Standards describe Waybiller’s standard customer support practices, support scope, response and resolution targets, and service quality principles applicable to each customer package.

These Service Standards describe Waybiller’s standard level of service and do not constitute a contractual Service Level Agreement (SLA), unless otherwise agreed in writing between the parties.

These Service Standards apply to standard customer support only. System configuration, consulting, training, integrations, and other professional services are provided separately by agreement and are not included in standard customer support.

1. General Principles

Our support team is available Monday to Friday, 09:00–17:00 (EET).

Customers can contact us through the following channels:

• In-app chat
• E-mail
• Telephone
• AI Voice Agent – available 24/7 in Estonian, English, and Russian

All support requests are classified according to priority: Urgent, High, or Normal (see Section 3).

Human customer support is available in Estonian and English. AI-powered support is available in Estonian, English, and Russian.

AI Voice Agent

Waybiller’s AI Voice Agent helps answer frequently asked questions, guides users through common tasks, and collects customer support requests. Where necessary, requests are forwarded to human support.

The AI Voice Agent provides an initial response 24/7, including outside customer support working hours.

Note: The AI Voice Agent continuously improves based on real customer interactions. In some cases, it may forward requests to human support.

The AI Voice Agent serves as the first support and routing layer and does not replace human support. Responses generated by the AI Voice Agent are provided for informational purposes only and do not constitute legally binding, technical, or other professional advice.

2. Response and Resolution Targets

The response and resolution times below are service targets and do not constitute guaranteed service levels. Actual response and resolution times may vary depending on the complexity of the issue and whether software development is required.

These targets apply during normal business days unless otherwise agreed between the parties.

Free Package

• First response: within 2 business days
• Critical issue response: handled in the general support queue
• Target resolution time: within 4 business days
• Support channels: e-mail, chat, Help Center, telephone

Starter Package

• First response: within 1 business day
• Critical issue response: within 6 hours (during business hours)
• Target resolution time: within 3 business days
• Support channels: e-mail, chat, Help Center, telephone

Pro Package

• First response: within 4 hours (during business hours)
• Critical issue response: within 3 hours (during business hours)
• Target resolution time: 1 business day for critical issues; up to 2 business days for other issues
• Support channels: e-mail, chat, Help Center, telephone

Enterprise Package

• First response: within 2 hours (during business hours)
• Critical issue response: within 1 hour (during business hours)
• Target resolution time: within 1 business day
• Support channels: e-mail, chat, Help Center, telephone

Notes

• First response = the time when the support team acknowledges receipt of the request.
• Resolution time = the time when the customer receives a practical solution, workaround, or fix.
• The AI Voice Agent provides an initial response 24/7.
• Issues requiring software development may take longer depending on the product release schedule.

3. Priority Levels

The AI Voice Agent automatically identifies and assigns an initial priority to incoming requests so that critical issues can be escalated to human support immediately.

Urgent

Definition

A severe issue that prevents the use of Waybiller and blocks the customer’s core business operations.

Impact

The system is unavailable, data exchange is not possible, business operations have stopped, and no workaround exists.

Examples

• The Waybiller web or mobile application is completely unavailable.
• Integrations (e.g. scales, ERP, invoicing) are unavailable and prevent business operations.
• System errors preventing the creation or submission of electronic waybills.
• Login fails for all users.
• Missing or incorrect data causes business processes to stop or results in non-compliance with legal requirements.

High

Definition

A functional issue or partial service disruption that affects business operations but does not stop them completely.

Impact

Certain users or functions are affected. Work can continue, although more slowly or through manual workarounds.

Examples

• Errors on a waybill that still allow the document to be used.
• A specific feature or user is not functioning correctly.
• An integration works only partially or performs slowly.
• Automated notifications are delayed.

Normal

Definition

General questions, user guidance, or minor usability issues that do not affect business operations.

Impact

Business operations continue normally. Requests are handled in the standard support queue.

Examples

• Training or configuration questions.
• Feature requests and usability suggestions.
• Minor design or translation issues.
• User account or company information updates.

Note

The support team reviews and confirms the priority level based on the actual business impact and urgency.

Customers may indicate the urgency of their request, but Waybiller reserves the right to adjust the final priority to ensure consistent handling.

Critical issues affecting any customer are prioritised according to their business impact. Response targets remain subject to the customer’s support package.

4. Support Scope

All Waybiller users have access to:

• Help Center
• Product updates and feature announcements
• 24/7 self-service through the AI Voice Agent

The scope of customer support depends on the customer’s subscription package. Human support for Free package users may be limited in accordance with the current Price List.

5. Platform Availability

Waybiller aims to maintain at least 99.5% monthly uptime, excluding planned maintenance.

Planned maintenance is typically carried out during nights or weekends to minimise disruption.

Planned maintenance and force majeure events are excluded from uptime calculations.

6. Service Quality Monitoring

Waybiller continuously monitors:

• average response and resolution times;
• platform availability and performance;
• customer satisfaction (CSI);
• recurring issue patterns to improve the product.

These metrics help improve transparency, operational efficiency, and the overall customer experience.

7. Support Channels

E-mail: support@waybiller.com

Telephone: +372 606 8120

Help Center: support.waybiller.com/hc/en-us

Human Support Hours: Monday–Friday, 09:00–17:00 (EET)

AI Voice Agent: available 24/7 in Estonian, English, and Russian.

8. Internal Processes

Tracking: All support requests are logged.

Escalation: Urgent requests are escalated to the support team and reviewed as soon as reasonably possible during business hours.

Follow-up: Customers may receive a customer satisfaction survey after their support request has been resolved.

Review and Analysis: Waybiller regularly reviews response times, resolution times, and customer feedback to continuously improve its services.

Training: The support team regularly participates in product training to ensure consistent service quality.

Summary

Waybiller is committed to providing fast, transparent, and reliable customer support.

The AI Voice Agent enables customers to receive initial assistance around the clock.

These Service Standards may be updated from time to time to reflect changes in the Service, operational processes, or the applicable Terms of Use.