Customer Service Support Levels

WorkFusion team responds to support requests in accordance with the priorities set forth below.

Priority Level 1 – Blocker

The problem results in extremely serious interruptions to a production system. Tasks that should be executed immediately cannot be executed due to the complete crash of a production system or interruptions in the main functions of a production system. The problem results in compromised data integrity which could result in losses. The problem has affected or could affect an entire user community.

Does not cover the misconfiguration of WorkFusion application/underline infrastructure or business processes by internal customer teams or third-party vendors. *

Priority Level 2 – Critical

The problem results in serious interruptions to normal operations and could negatively impact an enterprise-wide installation or urgent deadlines in a production system. Data processing continues but in a restricted manner and data integrity may be at risk which may cause serious interruptions to critical processes. The problem hinders the deployment of an enterprise installation of a pre-production system.

​Does not cover the misconfiguration of WorkFusion application/underline infrastructure or business processes by internal customer teams or third-party vendors. *

Priority Level 3 — Major

Problem with the on-premise software that upon occurrence interferes with a function or feature of the on-premise software other than security and does not degrade performance or prohibit the customer from using the on-premise software to complete the intended business step or process.

Does not cover the misconfiguration of WorkFusion application/underline infrastructure or business processes by internal customer’s teams or third-party vendors *

Priority Level 4 – Minor

The problem results in minimal or no interruptions to normal operations and no business impact. The problem typically consists of installation and configuration inquiries.

Does not cover the misconfiguration of WorkFusion application/underline infrastructure or business processes by internal customer’s teams or third-party vendors *

* Additional support types will be covered outside of this support agreement and will be provided to the customer or third-party vendor at additional cost. ​

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