Frequently Asked Questions

What is SSS?

Software Support Subscription is the yearly agreement for technical support of our products. To receive technical assistance with the products purchased and to receive free upgrades, this must be held current at all times.

How can I obtain a support contract (SSS)?

Workshare clients may purchase Gold or Platinum SSS (Software Subscription Service) either by purchasing software licenses above our minimum seat threshold or separately when purchasing products through our online store. If the number of seats purchased online is below the minimum seat threshold, additional Gold support can be purchased, per seat, through our online store either at the time of buying or at a later date.

What is Workshare’s minimum seat threshold?

The minimum seat threshold to receive Gold SSS depends on the product purchased. The current threshold is as follows:

DeltaView – 5 licenses (term or perpetual)
Workshare Professional – 10 licenses (term or perpetual)
DeltaView PE – 50 licenses (term or perpetual)
Protect – 50 licenses (term)

What if my number of seats is below the minimum seat threshold so I have no SSS?

Email Support is now available to customers who purchase through our online store within the first 30 days of placing the order. In addition, Gold Support is available for purchase through our online store.

If I do not have a Software Support Service contract (SSS), can I get phone support?

Support for clients without SSS is limited solely to self service inquiries through our
web support page. Any request for phone service will unfortunately be denied. The website consists of a searchable Knowledge Base, FAQs, known issues, and a form to contact support via email (available for first 30 days from date of purchase).

What is Gold support? How do I find out more about Gold Support?

This second tier support plan offers a comprehensive array of support services, including software enhancements and updates, E-Services portal access for product downloads and case logging and remote diagnostics. Please go to service plans for further information.

What is Platinum support? How do I find out more about Platinum support?

This is our top tier support plan. As a Platinum support customer you will receive 24 X 7 phone support, a dedicated Technical Account manager, 2 site visits per year, Fast Track priority from our Maintenance Engineering team, priority invitation to Product Beta Programs, invitation to special user events and discounts on incremental services from Workshare training and technology partners. For details on upgrading to Platinum support please contact your Workshare Sales representative. Please go to service plans for further information.

How can I check how many licenses we hold and those which are currently in use?

If you have a Software Support Service contract (SSS) then it is possible for us to check how many licenses you own and have in use. This information can be accessed by logging a case with Customer Support.

What are the standard support hours of operation?

Customer Support Center for the Americas, Europe, Middle East, Africa, Asia Pacific and Australia.

Monday -- Friday
1:00 am - 5:00 pm PST
9:00 am - 11:00 pm GMT

Platinum clients should contact their dedicated Technical Account Manager during business hours.

What is the E-Services Customer portal?

The E-Services Customer portal was designed to offer better online tools, access to information and proactive communication to our valued customers. Some of the specific benefits are described below:

Log new service requests (cases) online
Download the latest build of your licensed Workshare product(s)
Obtain up-to-the-minute status on existing cases
Attach useful files (i.e.-log files) to your open cases
Communicate directly with your CSR via case notes
Review a history of all your cases to date
Search a completely revised Knowledge Base online.

Logging a case in the support portal is by far the most effective and efficient way to obtain support. All you need to do to take advantage of these E-Services is to register for a free login ID.

Please note: You must have a valid Gold or Platinum SSS support contract to be able to contact Workshare support or register for the support portal.

Support cases can be logged ,via the portal, 24 hours a day, 7 days a week by named support contacts. The case priority and your SSS service level determine our response time target. In addition, if you purchased online, but do not have an SSS contract, then you can visit our web support page to log a request 24 by 5 with a response time of 24 business hours.

What happens if all members of the support team are busy when calling?

If all members of the Customer Support Team are busy, you will be placed in a queue and your call will be answered as soon as a technician becomes available. Alternatively, you may
log a case and receive a response within one business day.

Can a support case be revisited after it has been closed?

Yes. Any case can be revisited at any point in the future after it has been closed. All activities pertaining to that case are recorded against the case number.