The Wellworks
Support Desk processes support issues via
email submission 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.
The 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 STRONGLY 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
As part of the monthly service fee for your Wellworks
subscription, after your initial 30 days of use, 2 support incidents per month are automatically included, or 12 incidents per
year. This is above the average of requests for support that we receive
monthly per customer. If, however, your business requires more support,
for whatever reason, purchasing individual or multiple support incident packages
is available, starting at $20 per support request incident. 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. We
do have additional training available from our staff for $150 per 3 hour
session.
