WorkflowFirst provides Support and Maintenance as a subscription service, either annually or part of the monthly subscription for Gold Level service.

There are multiple levels of support that are available. Below we describe the scope of what is provided for the Basic Support level, which is the default support level for all paid support subscriptions and for the up-front Site License.

All support subscriptions include maintenance, which is necessary to continue receiving licensed updates to WorkflowFirst Professional. 

1. We will provide answers to questions pertaining to installation, simple workflow creation, and basic scripting related to the usage of WorkflowFirst.

2. Questions must pertain to the usage of WorkflowFirst that do not involve or require in any way the understanding of customized software solutions, proprietary solution requirements, or industry (domain-specific) knowledge.

3. All questions and responses will be processed through WorkflowFirst's ticket system. Each ticket is limited in scope to one single question.

4. Response time to questions is within 1-2 U.S. business days (USA, holiday schedule).

5. Basic support is limited to 5 hours per annum for the bronze plan, and 15 hours per annum for gold level (or the Site License), and each ticket will constitute a minimum of 15 minutes.

6. Questions that may be useful to others and that do not appear to contain sensitive information will be anonymized and may be published in the user guide for others to see.

7. Should support assistance exceed what is provided through Basic Support, an Enhanced Support contract will be required.

8. The standard support incorporates maintenance, which includes version updates to WorkflowFirst Professional.

9. Does not include retrieval of backup database on cloud accounts.

For Site License customers the annual Support and Maintenance Renewal covers provisions for the basic support described above, which is paid a year in advance, on the anniversary of the license acquisition. 

Support response and receiving updates to the product is contingent upon full payment of the annual renewal and any subscription payments that are due.

For information regarding additional services or advanced/extended support, please contact us at sales@workflowfirst.com.