Support plans

Workshare clients may purchase Gold or Platinum SSS (Software Subscription Service) either by purchasing software licenses above our minimum seat threshold*, or separately if purchasing products through our online store. Alternatively we offer a Priority Support plan for those clients who purchase a product online but do not purchase a Software Support Service contract (SSS).

Platinum Support Program: Platinum support provides the highest level of support available and includes a dedicated Technical Account Manager.
Gold Support Program: This second tier support plan offers a comprehensive array of support services, details of which can be found below.
Priority Support Program: This plan is available to clients who have purchased a Workshare product online but did not purchase a Workshare support contract (SSS). This entitles a client to 30 days free phone/email support from the date of purchase, along with access to the online knowledge base. After the first 30 days, if clients wish to continue accessing support services, they then have the option to purchase a Gold support contract online or ‘pay per incident’ support for a single incident.

	Platinum SSS	Gold SSS	Priority Support
Access and Response
Telephone access to Customer Service (1)	24 x 5 Phone Support 24 x 7 Emergency Phone Support outside Business Hours	Monday -- Friday 1:00 am - 5:00 pm PST 9:00 am - 11:00 pm GMT	Monday – Friday 8.00 am – 5.00 pm PST (available for the first 30 days after online product purchase date only)
Remote Diagnostics (Live Meeting)
Emergency Support Access
Priority Case Handling and Resolution
Maintenance Engineering FastTrack (2)
Dedicated Tech Account Manager (TAM)
Named account contacts (3)	5	3	1
Pay Per Incident (Priority Support Only) (4)			You may purchase a single-incident of phone/email support for your online product purchase. This option is only available to online clients under the circumstances listed in the footnotes.
	Platinum SSS	Gold SSS	Priority Support
Software Enhancements & Updates
Major Releases
Service Releases (5)
E-Services
Customer portal (available)	24 x 7 x 365	24 x 7 x 365
My Account (case, status, solutions)
My Software Downloads
Knowledge Base
Learning Center
Documentation
Customer Newsletters
Strategic Services
Site Visits (by TAM) (6)	2 x per year
Discounts on Workshare Training Services
Priority invitation to product beta programs
Priority invitation to Special User events
Platinum email list for priority notifications

Footnotes

1. Customer’s time zone, regional holidays excluded.
2. Support for the current major release of software and the previous major release for 12 months.
3. Only Named Contacts are authorized to log cases online or via telephone. Each contact will have a unique login/password to access E-Services and product download areas.
4. Pay Per Incident is only available under the following circumstances:

Purchase of Workshare software needs to be online
Number of licenses purchased falls under the minimum seat thresholds for Gold SSS: 1-9 seats for both Workshare Professional and Workshare Compare Standard, 1-49 seats of Workshare Protect.
The first 30 days of free phone/email support, from the date of product purchase, has already expired. At this point either a Gold Support contract(s) can be purchased or a ‘Pay Per Incident’ plan.
Client has never had a Gold or Platinum SSS support contract (current or expired) for the product they are seeking ‘Per Incident’support for. Please see ‘Terms and Conditions’ for ‘Per Incident’ support.
‘Per Incident’ support is only available for a single incident as defined in the ‘Term and Conditions’.

5. Service releases are generally built for the current major version of products only.
6. Customer pays for travel expenses which will be estimated in advance of client site visits.

* Minimum seat threshold to receive Gold SSS: Workshare Professional – 10 licenses (term or perpetual), Workshare Compare Standard-10 licenses (term or perpetual), Workshare Protect – 50 licenses (term)