Workspot Support Plans

Standard Support PlanPremium Support Plan
Customer Service and Communities24×7 access to documentation, whitepapers, and support forums24×7 access to documentation, whitepapers, and support forums
Technical SupportStandard business hours** access to Support Engineers via email24 x 7 access to Support Engineers via email & phone for “Critical Case Severity” events
Who can open casesDesignated Customer ContactsDesignated Customer Contacts
Case Severity response times*Normal < 12 business hours Low < 24 business hoursCritical < 1 hour Urgent < 4 hours Normal < 12 hours Low < 24 hours
Software MaintenanceIncludedIncluded
PricingIncludedContact 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 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 Definitions

Severity LevelDefinition
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.

Additional Resources