- A Customer’s Authorised Support Users may submit Incidents to the Help Desk during normal working hours (Monday to Friday 09:00 – 17:30 GMT+1).
- Incidents are submitted via the Help Center.
- A Customer's Authorised Support Users are confirmed during the implementation phase of the Workvivo rollout and their details (name and email) are provided to the Workvivo team.
- Each Incident will be given a unique Incident log number which will be passed to the Customer.
Workvivo undertakes to aid the resolution of Incidents as rapidly as the circumstances allow and based on the terms of this Support Policy. Resolutions may take the form of a repair, bypass or other reasonable solution agreed between Workvivo and the Customer.