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Support

WorkDone provides technical support for all products and services: Corporate Memory and AI Transformation Accelerator engagements. The fastest way to reach us is the Service Request form at workdone.ai/support. This page explains what to include so we can help quickly, and what to expect once you do.

Before opening a ticket, it's often faster to check Troubleshooting for common issues or the FAQ for common questions.

How to contact support

Submit a Service Request at workdone.ai/support. The form captures your contact details, a priority level, and the issue details, and routes your request straight into the support queue. You can also email support@workdone.ai from your work email address.

If your organization has a designated WorkDone implementation contact or account manager, you can also raise issues through them; they will route the ticket into the same queue.

What to include in a ticket

The more of this you include up front, the faster we can act; a complete first message routinely saves a day of back-and-forth:

  • Product and page: e.g. "Corporate Memory, Copilot" or "Vision Dashboard, Apps & Sites".
  • Your organization name as it appears in the portal.
  • Affected user(s): the email addresses of the accounts seeing the problem, and whether it affects one person or everyone.
  • When it happened: date and time with timezone, and whether it's still happening.
  • Steps to reproduce: what you did, what you expected, what actually happened. Exact error messages, quoted verbatim, are gold.
  • Screenshots: with sensitive data cropped or redacted. Never include documents, report contents, or personal data that support doesn't need to see.

Never include credentials

Never put one-time passcodes, API keys, or service-account credentials in a support ticket. WorkDone will never ask you for a sign-in code.

Priority levels and response times

The Service Request form asks you to choose a priority level; it drives how we prioritize and when you hear back. Use this scale:

Priority Meaning Examples Response time
Critical (Level 1) A product is down or unusable for your whole organization Portal unreachable; no one can sign in; data-destructive fault 4 hours
High (Level 2) A core function is broken with no workaround Copilot returns errors for everyone; approvals can't sync to your systems; reports fail to generate 8 hours
Medium (Level 3) Something is wrong but a workaround exists, or impact is limited to a few users One user can't sign in; a dashboard panel is wrong; a document isn't appearing in Copilot 24 hours
Low (Level 4) How-to questions, feature requests, scope or configuration changes "How do I change a user's role?"; "Please add a SharePoint site to our sync" 48 hours

Response times are as published on workdone.ai/support. If your organization has contractual support terms, the response and resolution targets in your agreement govern. Mark suspected security issues clearly in the issue details regardless of priority; they are prioritized ahead of the normal queue. See Security and Compliance for responsible disclosure.

What happens after you submit

We'll acknowledge your request, tell you who owns it, and keep you updated until it's resolved; you should never have to chase for status. If an issue's impact grows while it's open, say so on the existing thread and we'll re-prioritize.

Escalation

If a ticket isn't progressing or its impact has grown:

  1. Reply on the existing ticket stating that you're escalating and why (impact increased, deadline approaching, no response). Keeping the thread intact preserves context.
  2. Raise the priority if the situation has genuinely worsened: a Medium that now blocks a whole team is High; say so.
  3. Involve your account manager or implementation contact in parallel for business-critical situations; they can escalate inside WorkDone on your behalf.

Maintenance and release communication

  • Planned maintenance that could interrupt service is announced to your organization's admin contacts in advance, and scheduled outside your core business hours wherever possible.
  • Releases ship regularly and are designed to be non-disruptive; changes that affect how you work (new features, changed workflows, integration-scope implications) are communicated to admins through your implementation contact or release notes.
  • Incidents: if WorkDone detects a problem affecting your organization, we contact your admins proactively; you don't need to have noticed it first.

If you're seeing disruption and haven't heard from us, treat it as Critical or High and raise it at workdone.ai/support.

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