Workspot Support offers a range of plans that provide access to tools and expertise that support the success and operational health of your cloud native VDI 2.0.

Workspot Support Portal


Workspot Support Portal

Compare Workspot Support Plans

 

 

Standard Support Plan Enterprise Support Plan
Customer Service and Communities 24×7 access to documentation, whitepapers, and support forums 24×7 access to documentation, whitepapers, and support forums
Technical Support Standard business hours** access to Support Engineers via email 24 x 7 access to Support Engineers via email & phone
Who can open cases Designated Customer Contacts Designated Customer Contacts
Case Severity response times* Normal < 12 Hours

Low < 1 business day

Critical < 1 Hour

Urgent < 4 Hours

Normal < 12 Hours

Low < 1 business day

Software Maintenance Included Included
Pricing Included Contact Workspot Sales

 

* We will make every reasonable effort to respond to your initial request within the corresponding time frames. Incident requests that are created after Workspot business hours, as may be appropriate, will be handled on the next business day.

** Workspot standard business hours are Monday – Friday 8 AM – 5PM Pacific time, excluding US federal holidays.

 

Case Severity

 

Support Severity Level Definition
Critical “Critical” Incident means an Error causing catastrophic failures that severely impact the Customer’s ability to conduct business. Customer’s systems are down or not functioning and business operations are severely disrupted.
Urgent “Urgent” Incident means an Error causing major functionality to be degraded in which the Customer’s operation is disrupted but there is an ability to remain productive and maintain necessary business-level operations.
Normal “Normal” Incident means an Error causing partial loss of non-critical functionality. The Error impairs some operations but the Customer can continue to function.
Low “Low” Incident means a general usage question, cosmetic issues, request for future product enhancements or modifications.