Support Processes

How Are Cases Prioritised?

Cases are prioritised based on the impact the issue is having on a business. The most business-critical cases will be priotised the highest by Workbooks support. Additionally, data loss and data security are taken extremely seriously at Workbooks, and any cases involving a loss of data or especially a security breach will be given the highest priority.

There are 5 levels of Priority at Workbooks, ranging from Critical to Low:

1) Critical

A Major Feature Failure that stops critical business operations. Additionally, production data loss/corruption or a security breach has exposed customer data to third parties.

These Cases will be responded to within one hour and will be resolved as quickly as possible, but no later than within one day.

2) Urgent

A serious impact on necessary business operations. A workaround may exist, but it is inconvenient or impractical.

These Cases will be responded to within two hours and will be resolved within two working days or within a timeframe agreed to by the customer.

3) Normal

Non-critical functionality loss that does not seriously impact necessary business operations.

These Cases will be responded to within one working day and resolved as soon as is practical or within a timeframe agreed to by the customer.

4) Low

Minor loss of operational functionality, for which there is a convenient workaround.

These Cases will be responded to within one working day and resolved as soon as is practical or within a timeframe agreed to by the customer.

5) Minor

No impact on the quality or performance of the customer production system. Includes general usage questions, recommendations, and enhancements to the system.

These Cases will be responded to within five working days and resolved as soon as is practical or within a timeframe agreed to by the customer.

Useful Information When Raising a Support Case

In general, the Support Team appreciates as much detail as possible when a Case is raised!

Screenshots and Videos are very helpful and informative when replicating and diagnosing problems and we would encourage them to be used wherever possible. 

Providing Dates and Times of an issue, and offering several examples of a problem will significantly cut down the time it takes for the Support Team to investigate a problem.

Often, seeing an issue live on a screen share is the quickest and most thorough way to diagnose the problem and formulate the next steps on a case. Suggesting dates and times in which the affected user is free to share a screen is highly encouraged.

Every record in Workbooks has an Object Reference. Please use these when discussing items in Workbooks as it makes them much easier to find, with no ambiguity. When relevant, please specify the Report View (in the format RVIEW-1, RVIEW-200, RVIEW-999 etc) that needs attention, as opposed to the Report as a whole. This Article details how to use and find Object References.

When a failure has occurred in an action that Workbooks has taken, an Exception Reference may be generated like below. This is a string of 16 Numbers. Please provide this whenever you can, even if it seems inconsequential.  Please provide the steps taken to produce the exception, in as much detail as possible.

Many customers have multiple databases so please specify the name of the database in which the issue is occuring. This can be found with the ‘i’ button in the bottom right of the Start Menu, which will open an ‘About Workbooks’ window as shown below. The ‘i’ button is highlighted in orange, in this instance the name of the database is ‘Main’ and the name of the Company is ‘Atwal and Sons (TEST)’ but a screenshot of this ‘About Workbooks’ window is more than helpful.