Note that the support team will be always available to answer your questions and help you craft the best workaround in the event that a bug happens. However, there are empowerment ceilings and certain limitations on what the support team can do.
Q: What are the Workstream support operating hours?
A: Our operating hours are from Mondays to Fridays, 5 AM to 5 PM PST (chat and phone), Saturdays and Sundays, 7 AM to 3 PM PST (chat only).
Q: What are the response and resolution times of Workstream support?
A: We aim to have a median of less than two minutes first response time and a median of less than 48 business hours resolution time. However, please note that there are cases that are more complex and would need more time to investigate. Rest assured that your concern is being taken care of and the support team member in charge will keep on monitoring until the issue is resolved.
Q: Are all issues being reported subject to escalation with your engineering team or another department?
A: Support team members will answer and help as much, however, there are certain requests or concerns which are beyond their scope. Examples are billing or refund issues, contract-related issues, sales, bugs that need to be escalated to the engineering team, etc.
Want to talk to our Support team? Look for the Intercom icon at the bottom right part of your dashboard and click on new conversation, or send an email at firstname.lastname@example.org.