Every document, published in full

How to reach support

1.1Support is provided in English, through the following channels.

• —The in-product messenger, available to signed-in users of the web application. This is the fastest route, because it carries the context of your account with it.
• —Email to support@workmonitor.ai, from an address associated with your account.
• —The help centre, for documentation and self-service answers, available without signing in.

• —Billing and refund questions also go to support@workmonitor.ai. Security reports go to security@workmonitor.ai and are handled under the Vulnerability Disclosure Policy. Data-protection requests go to privacy@workmonitor.ai. Contractual questions go to legal@workmonitor.ai.

Support hours

2.1Standard support hours are 09:00 to 18:00 UTC, Monday to Friday, excluding public holidays in the United States.

2.2Requests raised outside those hours are queued and answered in the next support window. Severity 1 requests from customers on plans with 24×7 coverage are handled as described in the response-target table.

Severity levels

3.1We classify each request by its effect on your use of the Services. We will tell you the severity we assigned and will re-classify on request where the effect is greater than we understood.

Severity 1 — Critical

The Services are unavailable to your organization, or a defect is causing loss or corruption of your data, and there is no workaround.

Severity 2 — High

A major function is unusable or materially impaired for a significant number of your users, and any workaround is impractical for normal operation.

Severity 3 — Normal

A function behaves incorrectly or inconveniently, and a reasonable workaround exists.

Severity 4 — Low

A question, a documentation issue, a cosmetic defect, or a feature request.

Response targets

4.1The targets below are for our first substantive response — a reply from a person who has looked at your request — measured from the time we receive it during support hours.

4.2They are targets, not guarantees, and no service credit attaches to them. The only credit-bearing commitment we make is the availability commitment in the Service Level Agreement.

• —"Best efforts" means we answer free-plan requests when we can, with no target. Free plans are supported through the help centre and the community, and we make no commitment about them.
• —24×7 coverage for Enterprise Severity 1 applies where the Order Form provides for it.

What support covers

5.1Support covers questions about how the Services work, diagnosis of suspected defects, help with configuration and with the deployment of the agent, help with the public API and its documentation, and account and billing administration.

5.2To help us help you, please include the affected organization, the user or device concerned, what you expected to happen, what happened instead, the time it happened and your time zone, and any error message or request identifier you have.

What support does not cover

6.1The following are outside support, though we will point you in the right direction where we can.

• —Legal advice of any kind, including whether your monitoring deployment is lawful, what notice you must give your workforce, or whether you need a works-council agreement. We are not your lawyers.
• —Writing or reviewing your privacy notices, consent forms, policies or impact assessments.
• —Development, debugging or maintenance of your own code, scripts or integrations built on the API.
• —Support for Third-Party Services, for your identity provider, your network, your endpoint-management tooling, or your devices.
• —Data recovery from a device, or recovery of data deleted under a retention setting you configured. Retention deletion is irreversible by design.
• —Training beyond the documentation, and bespoke onboarding, except where an Order Form provides for it.
• —Beta and early-access features, which are unsupported under the Beta and Early Access Terms.

Access to your account for support purposes

7.1Resolving a problem sometimes requires us to look at your configuration or your data. Our staff access is role-based, is limited to the people who need it, and is recorded on an audit trail you can inspect.

7.2Where support access to Customer Data is needed and the circumstances allow, we will ask an administrator first. Where we access it without asking — to investigate a live incident, for example — the access is recorded and available to you on request. This is governed by the Data Processing Addendum.

Escalation

8.1If a request is not progressing, reply on the existing thread and ask for it to be escalated, or write to support@workmonitor.ai quoting the request. Enterprise customers with a named contact on their Order Form may escalate to that contact.

8.2If you believe a request has been misclassified, say so and tell us the effect on your operation. We would rather re-classify than argue about it.

Deprecation and end of life

9.1We will give at least 90 days' notice before removing a generally available feature that you are actively using, or before ending support for a version of the desktop agent, unless a shorter period is required for security or legal reasons.

9.2Deprecation of public API versions is governed by the API and Developer Terms, which set their own notice period.

9.3Beta and early-access features may be changed or withdrawn at any time without notice.

Changes to this Policy

10.1We may update this Support Policy. We will not reduce a response target during a Subscription Term you have already paid for. Changes are announced as described in the Platform Terms of Service and recorded in the Legal Change Log.