WorkNest SaaS Support Service Level Agreement (SLA)
Support Scope
At WorkNest, our dedicated support team is committed to providing you with brilliant assistance. Whether you need guidance on using our system, implementing its features, or troubleshooting unexpected issues, we’re here to help. Reach out to us seamlessly via the “Contact” form within the application.
Support Priorities and Exceptions
| Impact on Users | ||||
| Isolated or limited Impact | A few users affected | High number of users affected | All users affected | |
| Non critical issue or software issue | Low | Normal | Normal | Normal |
| Problematic behaviour | Normal | Normal | High | High |
| Critical component or performance failure | Normal | High | High | Urgent |
| System outage | High | High | Urgent | Urgent |
The support request is then handled in accordance with the service levels as outlined below.
Support Priority Levels
| Priority | Example | We aim to respond within | We aim to provide a resolution plan within
|
| Urgent | System outage | 1 hour | 4 hours |
| High | Critical component failure | 2 hours | 8 hours |
| Normal | Problematic behaviour | 8 hours | 24 hours |
| Low | Non-critical failure / query | 12 hours | 48 hours |
Note: All hours above are business hours. Where a permanent fix is not possible, we aim to provide a workaround or a plan of resolution within the timelines stated above.
Exceptions
If a fix cannot be provided within the target time an estimate will be provided.
Exceptions to the fix time may include:
- Software Issues (e.g., bugs/defects, design issues): Resolution time for software-related problems is dictated by the issue’s severity. If it’s determined that developer involvement is necessary, our Support Team will furnish an estimate for either a software update or a workaround. Rest assured, your support ticket will stay active until we’ve fully addressed the concern.
- Useability and General Queries: For matters without a specific issue to resolve, like broad software questions or usability discussions, these will be categorised under priority 4.
- Enhancement/Wish List Requests: Ideas for product improvement or changes will undergo individual evaluation. We value user feedback, and each proposal will be carefully considered.
Our Pledge:
This SLA represents our dedication to supporting our valued WorkNest users. It provides clarity on anticipated response times, varying by priority level, and elaborates on exceptions.
Should you have any queries or require further clarity, please don’t hesitate to get in touch with our support team. We’re here to assist you every step of the way.