Wellworks: Support Policy

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	Wellworks Support Policy & Procedure The Wellworks Support Desk processes support issues via email submission the fastest and will call back via phone when necessary to resolve the issue. Historically, all support issues have been resolved within 24 hours, with 93% of those being resolved within hours after receiving them. Urgent issues are dealt with immediately. We define urgency as the inability to complete business transactions with the application for whatever reason. All other issues are responded to in the order in which they come into our email queue. Wellworks software includes the ability to send help requests that immediately are seen by our support desk staff and are also automatically recorded into our support database so that we can efficiently monitor the issue through to resolution. We recommend that all support requests, whenever possible, be initiated from the HELP / PRODUCT SUPPORT menu in the Wellworks application. Otherwise, all support requests should be sent via email to support@wellworks.com Wellworks Technical Support Desk Hours: 10AM – 10PM EST mon-fri 12PM – 7PM EST sat-sun Most support incidents are generated from employees who have not been trained sufficiently on the product and who have not watched our video based training series. When you hire new staff we do have additional training available from our staff for $150 per 3 hour session. Wellworks Technical Support 888-515-3099 x102 Wellness Business Systems' offices are completely closed on U.S. holidays including, but not limited to: Independence Day, Thanksgiving, Christmas Day and New Year's Day.

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