Customer Support and Escalation Policy

This document defines the framework governing how the Customer and WorkEasy Software engage in service support, communication, and issue resolution. It outlines the points of contact, escalation hierarchy, and responsibilities throughout the customer lifecycle to ensure efficient and transparent service delivery.

1. Support Channels and Communication Procedures

Product Questions and Issues

Customers may contact WorkEasy Software Support through any of the following channels:

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  • Phone Support:
    ‍    Customers can reach the Support Team during business hours:
    Monday–Thursday, 9:00 AM – 8:00 PM EST
    Friday, 9:00 AM – 5:00 PM EST

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Calls are answered by WorkEasy Software’s U.S.-based Customer Service team. If an issue requires additional technical expertise, a support ticket will be created and assigned to a Level 1 Technician. When no technician is immediately available, the Support Ticket Owner will contact the Customer to resolve the issue. Callback responses typically occur within four (4) business hours and will not exceed twenty-four (24) business hours.

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  • In-Product Support:
    ‍    Customers can open a ticket directly from within the WorkEasy Software product. Callback timelines follow the same guidelines as phone support.
  • Web Portal:
    ‍    Customers can submit a ticket directly from workeasysoftware.com website. Callback timelines are consistent with phone and in-product support requests.

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When available, customers may also communicate directly with Service team members via live chat on the website for real-time assistance.

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2. Issue and Defect Management

Issue Reporting and Review

When a customer reports an issue, it is logged in WorkEasy Software’s internal tracking system (ALM) by the Support team. The Product Development team reviews each item to determine the most appropriate next step.

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Prioritization and Resolution

Confirmed defects are scheduled for remediation based on severity and business impact.

  • Critical Defects: Prioritized for expedited release and may be addressed through a hotfix outside the regular sprint cycle once validated and tested by QA.
  • Standard Defects: Addressed in a planned sprint or maintenance release after QA validation and testing.

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WorkEasy Software generally releases new versions every two to four weeks. Timing may vary depending on the scope of updates, customer impact, and release readiness. Not every release includes defect fixes or performance improvements.

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Tracking and Communication

Issues remain open in WorkEasy Software’s internal system until the fix has been deployed to production and validated as resolved. Status updates are coordinated by the Support and Product teams to ensure accurate and timely communication.

WorkEasy Software communicates significant product updates, fixes, and enhancements through product update communications and release notes, highlighting key improvements most relevant to customers.

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Target Response Objectives

Severity
Definition
Typical Response Objective 
Resolution Approach 
P1 Critical 
System outage or core functionality unavailable for all users 
Acknowledged within one business day and escalated immediately 
Addressed via hotfix or emergency release 
P2 High 
Major functionality issue impacting multiple users 
Reviewed within two to three business days 
Scheduled for the earliest available release or hotfix
P3 Medium 
Partial limitation with a workaround 
Reviewed within five to seven business days 
Planned for maintenance or sprint release 
P4 Low 
Cosmetic or minor usability issue 
Reviewed during standard planning cycles 
Considered for future updates or roadmap discussions 

3. Enhancement Requests

WorkEasy Software values customer feedback as a key driver of product evolution. Enhancement requests may originate through Support, Sales, or other customer-facing teams and are reviewed by the Product Team to assess feasibility, value, and alignment with roadmap priorities. 

Requests are reviewed based on customer demand, strategic alignment with company goals, and development feasibility. Enhancement requests are reviewed regularly as part of roadmap planning but are not governed by fixed SLAs. 

When enhancement requests are under review, WorkEasy Software may reach out to gather context, confirm requirements, or share progress updates. Customers are notified of key updates through release notes and product communications.

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Communication and Collaboration

WorkEasy Software believes collaboration with customers is key to meaningful product improvements. Enhancement discussions may occur through various WorkEasy Software representatives, including Support, Product, Onboarding, Sales, or other customer-facing teams, depending on the nature of the request. When enhancement requests are under review, these teams may reach out to gather additional context, confirm requirements, or share progress updates. Customers are notified of meaningful updates, such as when enhancements move into development or are released to production, through product update communications or release notes.

4. Roles, Responsibilities, and Escalation Path

Available upon request.

5. Governance and Service Review

Available upon request.