Work 365 Support Policy
1. Purpose and Scope
This Support Policy applies to all active Work 365 subscribers and describes the support services included with your subscription, how to submit support requests, and the response time commitments Work 365 makes for each severity level.
This policy does not apply to implementation, onboarding, or professional services engagements, which are governed by the applicable Statement of Work (SOW).
This Support Policy is incorporated by reference into the Work 365 Terms and Conditions. In the event of a conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall govern.
2. How to Submit a Support Request
All support requests must be submitted through the Work 365 Support Portal at https://support.work365apps.com or via email at support@work365apps.com.
When submitting a request, please include:
- A clear description of the issue
- a link to the affected records eg. Billing Contract, Subscription or License Change Log records
- Steps to reproduce the issue where applicable
- Screenshots or error messages where available
- Business impact
3. Standard Support Hours
Standard support is available Monday through Friday, 8:00 AM – 5:00 PM Eastern Time, excluding US public holidays.
Ad hoc emergency support requests outside of a pre-arranged agreement cannot be guaranteed.
4. Severity Levels and Response Times
Response times represent the time to first acknowledgement from the Work 365 support team, not resolution time. All times are calendar times unless otherwise noted.
|
Severity |
Definition |
Response Time |
|---|---|---|
|
Sev 1 — Critical |
Work 365 application in production is completely unavailable, OR the service is severely impacted such that routine billing operations are impossible and more than 50% of users are affected. |
4 hours during business hours; 8 hours outside business hours |
|
Sev 2 — High |
Production issue where the system is functioning but in degraded or restricted capacity, OR at least 25% of users or processes are in an unhealthy state. |
8 hours during business hours; 12 hours outside business hours |
|
Sev 3 — Medium |
Some functionality is impacted due to a confirmed defect, but core billing operations remain possible. |
Within 1 business day (24 hours) |
|
Sev 4 — Low |
Request for information, how-to guidance, or a question with no impact to business operations. |
2 business days |
5. Defect Confirmation and Resolution
A defect is defined as a reproducible failure of the Work 365 platform to perform materially in accordance with its published documentation, where the failure is caused by the Work 365 platform itself and not by third-party systems, customer configuration, or unsupported usage.
Upon acknowledgement of a Sev 1 or Sev 2 issue, Work 365 will investigate to confirm whether the issue constitutes a defect in the Work 365 platform. If confirmed as a defect, Work 365 will provide an estimated resolution timeline within 14 business days of acknowledgement. Resolution timelines vary depending on defect severity, complexity, and whether a workaround is available. Work 365 will provide status updates at regular intervals until resolution.
6. Support Exclusions
Issues arising from the following are not eligible for support under this policy:
- Unauthorized modifications to the Work 365 platform or its configuration
- Misuse, negligence, or use outside the scope of the Agreement
- Unsupported hardware, software, or third-party integrations not in scope of the original deployment
- Issues originating in the customer's own Microsoft Dynamics 365, Power Platform, or Azure environment
- Issues caused by Microsoft Azure infrastructure outages outside Work 365's control
7. Availability and Planned Maintenance
Work 365 uses commercially reasonable efforts to maintain platform availability. The platform runs on Microsoft Azure infrastructure. Availability may be affected by Azure service disruptions, which are outside Work 365's control.
Planned maintenance windows will be communicated to customers with a minimum of 48 hours' advance notice via email or the support portal. Work 365 targets a Recovery Time Objective (RTO) of four (4) hours and a Recovery Point Objective (RPO) of four (4) hours in the event of a complete system outage, consistent with its published Disaster Recovery Plan.
8. Escalation
If you are not satisfied with the progress of a support ticket, you may escalate by contacting your Customer Success Manager directly. For unresolved escalations, contact support@work365apps.com with subject line: Escalation — [Ticket Number].
9. Policy Updates
Work 365 reserves the right to update this Support Policy at any time with 30 days' prior notice to active subscribers. Continued use of the platform after the effective date of changes constitutes acceptance of the updated policy.