Workspot Support Plans
|Standard Support Plan||Premium 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 for “Critical Case Severity” events|
|Who can open cases||Designated Customer Contacts||Designated Customer Contacts|
|Case Severity response times*||Normal < 12 business hours Low < 24 business hours||Critical < 1 hour Urgent < 4 hours Normal < 12 hours Low < 24 hours|
|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 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
|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.|
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