Workato Customer Support Plans

Last updated: February 13, 2015

Overview

All our customers have access to valuable online resources for free:

  • Getting started guides, knowledge articles, training videos and FAQ
  • Community support forum
  • Email, chat access to Workato support
  • Weekly Q&A with product experts

There are three ways to get in touch with us:

Email: support@workato.com Available to all plans
Live Chat: www.workato.com Available to all plans
Toll Free: (844) GO-WORKATO (844) 469 6752 Available to Professional plan only

Premier and Professional plan support

We understand that some of our customers require a higher level of support. This requires a more direct approach to support that is driven by well-defined Service Level Objectives (SLO). For these customers we offer support as part of our paid plans.

The paid plans differ primarily in how quickly Workato will respond and resolve each issue.

Service level objectives1 for Premium plans

Note: All time frames apply to cases originating within business hours only. Workato’s current business hours are Monday to Friday, 8am to 5pm PST

Severity Respond within Resolve within
Level 1: Critical 24 hours 3 days
Level 2: High 24 hours 5 days
Level 3: Medium 24 hours Workato’s discretion
Level 4: Low 48 hours Workato’s discretion

Service level objectives2 for Professional plans

Note: All time frames apply to cases originating within business hours only. Workato’s current business hours are Monday to Friday, 8am to 5pm PST

Severity Respond within Resolve within
Level 1: Critical 8 hours 2 days
Level 2: High 24 hours 3 days
Level 3: Medium 24 hours 7 days
Level 4: Low 48 hours Workato’s discretion

Respond within: Workato will acknowledge receipt of the question / issue via email or phone, create a case and begin diagnosis. Workato may contact customers to gather additional information, troubleshoot and suggest workarounds.

Resolve within: Workato development team is engaged and working towards identifying workarounds, or fixing the defect and updating the software. Customers will receive hourly status reports on any open severity 1 cases until resolution.

Issue categories

We categorize issues and prioritize resolution based on the business impact to our customers. The 4 categories are as follows:

  • Severity 1 (Critical): Critical business impact, all productive activity stopped; customer is unable to access Workato services, data integrity issues.
  • Severity 2 (High): Persistent issue affecting many users; major functionality is impacted; significant performance degradation.
  • Severity 3 (Medium): System performance issue or product defect affecting some but not all users. Service behavior yields minimal loss of operational functionality.
  • Severity 4 (Low): Inquiries about routine technical issues; Information requests on application capabilities, navigation, installation or configuration. Service behavior yields minimal loss of operational functionality.

Case life cycle

Case acknowledgment: Our support team will acknowledge receipt of an inquiry and will reply with a case tracking number that may be used to track a request until closure. Case resolution: Depending on the severity and nature of the case, we will provide resolution in one or more of the following forms:

  • Workarounds: Sometimes the prescribed resolution may take the form of alternate usage, a system configuration change, design approach, or information in the case of an information request.
  • Fixes: In cases where there are no viable workarounds, we will fix the underlying product defect and update the service. Depending on the severity level of the case, the service update may be immediately available or included in an upcoming scheduled maintenance update.
  • Case closure: Once a case has been satisfactorily resolved (via workaround or fix, or issue not reproducible), we will proceed to close it. In cases where we are unable to reach the customer after reasonable attempts, we will close the case. You can always call or email for a case to be reopened.

1 While we have every intention to meet or exceed the support SLO’s described, they are not contractual obligations.
2 While we have every intention to meet or exceed the support SLO’s described, they are not contractual obligations