- 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 email. Issues of a critical nature can be raised via phone.
- The support email address and phone number is provided to the Authorised Support Users during the implementation phase of the Workvivo rollout.
- 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.