Support SLA Policies

The following table outlines Workscope's SLA and support policies.

Coverage Standard Premium
Support Hours Best Efforts, Monday-Friday, not including holidays 8am-6pm Local Time (1 timezone), Monday-Friday (including holidays)
Number of Named Users 1 3
Response Time - Severity 1 48 hours 4 hours
Response Time - Severity 2 96 hours 12 hours
Response Time - Severity 3 14 days 24 hours
Issue Prioritisation Normal Depends on Severity
Channel Availability Email, Support Portal Email, Support Portal, Microsoft Teams, Screenshare
Release Notifications Included Included
Private Microsoft Teams Channel N/A Included