Franchise Staff are expected to first utilize the Support Center and refer to the franchise-specific help documentation to resolve any issues they encounter. If they are unable to resolve the problem, the issue should be escalated to their Manager for further assistance.
Managers are responsible for addressing the issues escalated from franchise staff. If they are unable to resolve the issue, the Manager will escalate it to the Corporate team for additional support.
The Corporate Team is tasked with supporting Managers and handling any higher-level issues that may arise. When a complex issue or feature request arises that cannot be handled by Corporate, they will be responsible for escalating the issue to the Support team or Support Services for resolution.
Premium Support handles escalated queries solely from the Corporate team, focusing on technical issues, bugs, and advanced support needs that require specialized attention.
Communication
When communicating with Walla Support, do not CC Corporate. You may BCC Corporate, but they will need to actively respond on the ticket to confirm that the issue is of corporate concern.
Use [email protected] or the in-product messenger to contact Walla Support.
Do not email the Walla Support Services Team directly.
When sending a new inquiry to support, either start a new chat in the messenger or send a new email. Do not reply to an old email and reopen it.
Do not submit multiple tickets for the same issue.
To help make support requests smoother and more efficient, please refer to our Rapid Resolution Requirements. It covers the best practices for submitting inquiries, escalating issues, and sharing the key details that help get things resolved quickly. This guide is designed to help franchisees and corporate teams communicate more effectively with support.
Feature Requests
All feature requests should be submitted directly to Corporate, who will handle them appropriately.