Frequently Asked Questions

Support varies depending on the software you purchased, the license type, and the number of seats that were ordered in the transaction.

For 1-19 seats purchased:

• Within 30 days of purchase all customers are entitled to receive 30 days of installation support
• After 30 days from purchase a software support subscription (SSS) must be held current at all times to receive any type of support

For 20+ seats purchased:

• A software support subscription is required with purchase, yes you are eligible
• Please note: Workshare Protect requires 50 seat minimums in order to include support

A software support subscription is not automatically included with all purchases. It depends on the software you purchased, the license type, and the number of seats that were ordered in the transaction. If an SSS contract was included it is typically for one year and may need to be renewed annually.

Please note:

• The table below assumes all seats were purchased in a single transaction
• Workshare Protect requires 50 seat minimums in order to include support

Is Support included?

Seats Purchased	Subscription License	Perpetual License
1-19	No	No
20+	SSS included	SSS required first year

No, but you may not be eligible for support or product upgrades.

The details on the different support plans can be found on the Support Plans page.

Free product upgrades are not automatically included with all purchases. It depends on the license type you purchased and may require a current SSS agreement.

License Type	Eligible?
Subscription	Yes
Perpetual	SSS Required

Gold SSS can be purchased via the Workshare online store, from an authorized partner, or by contacting the Workshare team. Please contact Workshare to purchase Platinum support.

SSS stands for software support subscription.

Gold support is selected by most clients and includes support during local 8x5 business hours. Gold support includes software upgrades and technical assistance. Gold SSS can be purchased via the Workshare online store, from an authorized partner, or by contacting the Workshare team.

Platinum Support is highest level of support service and is also detailed under Support Plans. As a Platinum support customer you will receive 24 X 7 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 or authorized reseller.

If you have an active support plan (SSS), contact the Workshare support team or your authorized Workshare partner to see how many licenses you own and have in use.

In order to renew or refresh a software license you must release the existing license in the Workshare application confirmation.

In most time zones across the globe, support teams are open from 8am-5pm local time, Monday through Friday, excluding all regional holidays.

Platinum Support clients receive emergency support services for business critical issues outside of normal business hours by logging their case via the customer support portal. Their dedicated technical account manager or designated backup engineer will respond to critical issues 24x7x365.

The customer support portal is part of the Workshare website that provides online tools for real-time access to information and proactive communication with support team members. Some of the specific benefits include:

• Submit 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 the customer support rep via case notes
• Review a history of all your cases to date
• Search a new and improved knowledge base online.

Submitting 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 the customer support portal is to
register for a free portal ID.

Please note: You must have a valid Gold or Platinum support (SSS) contract to be able to receive support or register for a portal ID to log cases via the portal 24x7x365. Your case priority and your SSS service level determine our initial response time targets.

Support teams make every effort to respond to cases according to the following criteria.

	Gold Support	Platinum Support
Priority 1	4 business hours	2-4 hours
Priority 2	1 business day	4 business hours
Priority 3 & 4	1 business day	1 business day

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 submit a case via the customer support portal and receive a response within the associated target.

Depending on the nature of the service request or problem, customer support representatives (CSR) may escalate a case to their regional Technical Lead for assistance. If a customer thereafter feels as though the problem is not being addressed to their satisfaction, they can escalate up the management chain -- first to the regional Support Manager/Director, then to executive management. We ask that our customers first telephone the customer support representative to advise them of their intention to escalate the service request. This affords the CSR one last opportunity to share any new information that may have recently surfaced on the case.

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 and saved for historical reference.

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