Welcome to Workbooks Support: Your Go-To Guide
Whether you’re a brand new User or a seasoned pro, Workbooks Support is here for you. This page is your one-stop-shop for everything Support related:
Authorized Support Contacts
An Authorized Support Contact is a nominated User for your account, that has authorization to log Cases with Workbooks Support. We recommend that the nominated User has a good understanding of your implementation, coupled with System Administrator capabilities, so that they are able to make any required changes within your database to assist with the resolution of issues.
If you are using a paid-for edition of Workbooks, you’re entitled to nominate two Authorized Support Contacts for the first 50 licenced Users on your account. You can increase this by one for every additional 50 licenced Users after that or you can purchase additional Support Contacts via your account manager.
Workbooks Support will only address issues logged by an Authorized Support Contact for data protection reasons. If you’re a standard User of Workbooks, please direct your query to the right person/people within your organisation, who can then raise the issue with us on your behalf.
How to Contact Us
If you have any technical issues or general account queries, an Authorized Support Contact can contact us between the hours 9:00am – 5:30pm (GMT / EST) weekdays, excluding UK Public Bank Holidays and US Federal Holidays.
Phone: +44118 303 0101 (UK) / +1 305 260 6448 (US)
Email: support@workbooks.com
Case Portal: Cases can be raised via the Workbooks Case Portal.
Note
The Workbooks Case Portal is only accessible to Authorized Support Contacts. If you don't currently have access to this but would like to. Please get in touch with one of our Support agents via phone or email and we can set this up for you.
Support SLAs
We completely understand that when something isn’t working, you want answers fast and we’re totally with you on that. We have clear Support SLAs in place to ensure that you know exactly the kind of response and resolution times to expect from us. Please see them outlined in the table below, as well as in our Master Service Agreement here. Please review the MSA relevant to the date that you signed your contract.
| Level | Description | Working Hours | Out of Hours | Target Resolution |
|---|---|---|---|---|
| One | Critical Priority: A problem in which the customer’s production Workbooks systems are down or not functioning, or where there is a major feature failure or production data loss or corruption, or where there is a security breach which exposes customer data to third-parties. | Respond to all calls within 1 hour. | Respond to all calls within 1 hour. | As soon as possible but no later than within one Day of the call. |
| Two | Urgent Priority: A problem which seriously affects the customer’s use of their production Workbooks system for necessary business level operations such that the customer’s business is significantly disrupted. A workaround may exist but it is inconvenient or impractical. | Respond to all calls within 2 hours. | Respond to all calls within the next working day. | As soon as practicable but within two Normal Working Days or as otherwise agreed between Workbooks and the Customer. |
| Three | Normal Priority: Medium-to-low business impact problem which causes partial non-critical functionality loss. A problem has been identified but the resolution is not critical to the service being provided. This kind of problem impairs some operations but allows the customer to continue to function. | Respond to all calls within same working day. | Respond to all calls within the next working day. | At the time of response or as soon as practicable thereafter or as otherwise agreed between Workbooks and the Customer. |
| Four | Minor Priority: Minor impact. The customer has a minor loss of operational functionality caused by a minor feature or partial service failure. This may be a minor issue with limited loss or no loss of functionality or impact to the customer’s operation or where there is an easy circumvention or avoidance by the end user; a convenient workaround exists. | Respond to all calls within three Normal Working Days. | Respond to all calls within three Normal Working Days. | At the time of response or as soon as practicable thereafter or as otherwise agreed between Workbooks and the Customer. |
| Five | Low Priority: Includes general usage questions, recommendations for future service enhancements or modifications, or where the service functionality does not match documented specifications or the customer would benefit from a new feature. There is no impact on the quality or performance of the customer production system. | Respond to all calls within five Normal Working Days. | Respond to all calls within five Normal Working Days. | At the time of response or as soon as practicable thereafter or as otherwise agreed between Workbooks and the Customer. |
What is Support?
We’re committed to providing exceptional customer service and always strive to go the extra mile. Our team is here to assist with any issues or questions within scope and we’ll do everything we can to resolve them as quickly and efficiently as possible.
However, there are some requests that fall outside the remit of Support services. In these situations, we’ll escalate your query to the appropriate team, (which in some cases, may be subject to additional charges). Please see some of the examples below of Workbooks Support can / can’t help with:
| Included in Workbooks Support | Outside the remit of Support |
|---|---|
| Advice and guidance on Reporting | Report building |
| Investigate bugs or process failures | Bug fixing or modifications to Workbooks published Scripts which have been modified by the Customer or any third party acting on their behalf |
| Raise enhancements | Database configuration such as: Form Layouts, Creating Fields, Process setup |
| Advice on Imports | Completing data imports |
| 1st line support for Spotler and Spotler Mail+ | Design and implementation of scripts as part of a consultancy project |
| Onboarding for Force24 | PDF Changes |
What do we need from you and why?
We understand how frustrating it can be when things aren’t working as they should, and we’re committed to getting you back on track as quickly as we can. To help us achieve this, we ask that you provide as much detail as you can to ensure a swift and accurate resolution. When raising the Case with Support, please try and include the following:
| Details to Provide | Why? |
|---|---|
| What exactly is the issue? | A clear description of the issue? What did you expect to happen vs what is currently happening? |
| Steps to reproduce it | What were you doing when the issue occurred? If you can provide a step by step, please do! |
| Screenshots or Video | Similar to providing a step by step, allowing us to see what the issue is so we know that we can replicate it speeds up the resolution time massively. |
| Record type and Reference number? | Please confirm the record type in question along with the appropriate reference numbers. These can be found by clicking the i at the top right corner of the record or at the end of the URL when looking at a record in Workbooks. For example, People records appear as: PERS-1234 or an Opportunity as: OPP-1234. |
| Exceptions and Error Messages | If a User is encountering an exception reference (an numerical string separated by -) for example: 123456-7899-12345. Please type this reference into the email rather than a screenshot to allow us to search for it quicker. Alternatively if the Error displays words, what does it say? Please copy and paste into the email if possible. |
| Process Name | If the issue relates to an automation or plugin, please provide the full name of the process (if possible). |
| When did the issue occur? | When was it last working vs when did the issue start? We appreciate that it's not easy to know this but providing a timeframe (if possible) really helps. |
| Which Users are being affected? | Is it one User or Multiple? Please provide Usernames for us to target the correct Users straight away. |
| Differences between affected Users? | What browser is the User/Users using? Are they working at an office or remote? Do they have any browser extensions installed? These pieces of information may seem irrelevant but can actually progress the case quickly if there is a known bug. |
| What is the impact? | Once a case is raised we'll triage and prioritize it in-line with the descriptions in our SLAs. However, understanding the severity of the issue to you will have an impact on this. For example, is this stopping any business processes? Do you have any workarounds? |
Feedback
We’re proud to say that the Workbooks Support team consistently receives fantastic feedback in the form of CSAT surveys, so a huge thank you for completing them. However, please don’t let that stop you!
Every survey response, whether it’s glowing praise or constructive criticism, helps us learn, improve and deliver even better support next time. By taking a moment to complete the survey, you’re not just giving us a pat on the back, you’re helping shape the future of our Support service.
Additional Resources
We’re are passionate about empowering every User regardless of your role or experience with the Workbooks platform to be able to complete your daily tasks with ease and efficiency. Which is why our Support team have put together a variety of resources to help you every step of the way!
Whether you’re just getting started or looking to sharpen your skills, you may find use of our Training Videos as well as other additional Product videos. (Please select the Product Videos button on the linked web page to display them).
Note
Some of our training videos may show older versions of the interface, but the core concepts and workflows are still spot-on and totally relevant!
We also hold monthly two-day Public Training Courses at our Workbooks office. To review of the course itinerary, please use the following links and scroll down on the page to view the ‘Who should attend’ and ‘On completion you’ll be able to’ sections for:
System Admin training
Reporting training
If you are interested in registering for these courses, please send an email to training@workbooks.com or contact your account manager or Workbooks Support for more assistance.
We do also run bi-weekly Drop-In Webinars where we cover particular product areas. These are packed with information and tips, as well as a question section at the end of each Webinar all designed to help make your day-to-day with Workbooks easier. Please do join us on any future Webinars if you can, the invitations are sent out prior to the event so please keep a look out or contact Support if you don’t receive them. In addition to future Webinars, we do have previous Webinar Recordings on our website if you want to return to anything that we’ve already covered. (Please select the Webinar Recordings button on the linked web page to display them).