Online support policy 3.0
Last Updated: August 11, 2025
To see what has changed in this policy since it was first published on February 8, 2022, click here.
This Support Policy describes the support services WorkFusion, Inc. (WorkFusion) provides to Customers who have purchased Support subscriptions to the Software (i.e. Work.AI (formerly WorkFusion Intelligent Automation – Enterprise) software), WorkFusion Cloud Services (i.e. WorkFusion Managed Services or WorkFusion SaaS) or whose WorkFusion subscription includes Support, as indicated on the ordering document. The Software and the Cloud Services are collectively referred to herein as the “WorkFusion Solution.” Capitalized terms used but not defined in this Support Policy have the meanings assigned to them in the agreement between Customer and WorkFusion that sets forth the terms of the Customer’s use of the WorkFusion Solution (for most Customers, this would be the Subscription Agreement or the Cloud Services Agreement between WorkFusion and Customer) (the “Agreement”).
For WorkFusion Cloud Services, see also the SLAs in the Cloud Services Agreement between WorkFusion and Customer.
1. General Terms
1.1. WorkFusion Response Timeline
WorkFusion responds to support requests in accordance with the Support Timeline below.
WorkFusion Support Timeline
24x7/365 for Blocker/Critical Issues, Customer Business Hours for Major/Minor Issues
| Priority | Description | Response Time (Weekday) | Response Time (Weekend) |
|---|---|---|---|
| 1 - Blocker | The problem results in extremely serious interruptions to a production system. Tasks that should be executed immediately cannot be executed due to complete crash of a production system or interruptions in the main functions of a production system. The problem results in compromised data integrity that could, in turn, cause losses. It has affected or could affect an entire user community. | 15 Minutes | 1 Hour |
| 2 - Critical | The problem results in serious interruptions to normal operations and could negatively impact an enterprise-wide installation or urgent deadlines in a production system. Data processing continues but in a restricted manner, and data integrity may be at risk, which may cause serious interruptions to critical processes. The problem hinders the deployment of an enterprise installation of a pre-production system. | 1 Hour | 4 Hours |
| 3 - Major | The problem with the WorkFusion Solution that, upon occurrence, interferes with a function or feature of the WorkFusion Solution other than security and does not degrade performance or prohibit the Customer from using the WorkFusion Solution to complete the intended business step or process. | 4 Hours | Excluded |
| 4 - Minor | The problem results in minimal or no interruptions to normal operations and no business impact. It typically involves installation and configuration inquiries. | 24 hours | Excluded |
1.2. Service Desk Online Support Portal
Before submitting a Support Ticket, Customer will check if any malfunctions related to Customer’s systems, networks or applications interacting with the WorkFusion Solution may be causing the issue with the WorkFusion Solution.
Customers must file all service requests via Service Desk Online Service Portal at https://jira.workfusion.com/servicedesk/customer/portals.
Customers must log a Support Ticket (e.g. bug or other technical issues with the WorkFusion Solution) or Access Request (new user credentials, forgotten password, SFTP access). Customers must include all relevant information for the support request, such as task/bp link, screenshots, expected/actual results, previous steps, etc. and provide reasonable cooperation to WorkFusion for the resolution of the issue.
Customers may also refer to the following resources for assistance and information: (a) WorkFusion's Documentation (https://doc.workfusion.com/enterprise/versions/) and (b) WorkFusion communities (https://forum.workfusion.com) and webinars.
For Cloud Services, WorkFusion will also monitor availability and performance in accordance with the SLA. Support Tickets are not a prerequisite for uptime keeping provided under the SLA.
1.3. Terms and Conditions of Support:
1.3.1. Support at Glance
| Support* | Some examples of what is not included in any Support level for Software |
|---|---|
| Support for
|
* To the extent there is a conflict or inconsistency between the Support set out in the table above and Customer’s ordering document, the terms in the Customer’s ordering document will prevail.
** Unused support hours during the Subscription Period expire.
Supported versions. During the Subscription Period, WorkFusion will provide support to Customers who have purchased a Support subscriptions and who are using a WorkFusion Solution supported version. Specifically:
For Software, WorkFusion will only support (i) a Designated Long-Term Release version of the WorkFusion software and its branches for a minimum of 24 months from the Designated Long-Term Release version Release Date and as set out in the End of Support table in the end of this Support Policy and (ii) any other generally available version of the WorkFusion software for 12 months from its Release date. WorkFusion, in its own discretion, may extend, but not shorten, the End of Support of any generally available version of the WorkFusion software.
For Cloud Services, WorkFusion will perform updates so that the Cloud Services run on supported versions of the WorkFusion software. WorkFusion will notify Customers of upcoming updates reasonably in advance, and Customer must cooperate with WorkFusion for the updates. Managed Services updates may require additional coordination between the Customer and WorkFusion. For example, if Customer is running a custom use case, Customer must complete the testing/Q/A of the custom use case within the test environment provided by WorkFusion within the timeframes specified by WorkFusion in the update notice.
Support Exclusions. Out-of-Scope Services.
Support services do not act as a replacement for existing support services or service desk and do not include: (i) maintenance of Customer infrastructure, networks, applications, or site reliability (unless provided by WorkFusion as part of the Cloud Services); (ii) development of net new product features or enhancements; or (iii) support for third-party software or any customized deliverables created by Customer or by WorkFusion, its partners or third parties at Customer’s request. WorkFusion has no obligation to provide Support if a failure of the WorkFusion Solution to perform in accordance with the Documentation has been caused by a Customer’s breach of the Agreement, Customer’s use of the WorkFusion Solution with technology not indicated as compatible in the Documentation, Customer’s failure provide reasonable cooperation, or force majeure events.
Professional services for support services outside of the scope of Support set out in this Support Policy will be billed to Customer at WorkFusion’s then current professional services rates. Support services (including installation services) are provided remotely. Upon Customer’s request and subject to Customer’s payment of pre-approved travel expenses, WorkFusion may provide on-site installation services.
Support Requirements.
Support is contingent on Customer’s timely paid WorkFusion’s invoices, and Customer’s reasonable cooperation, including, without limitation, provision of reasonable access to systems, environments, and other relevant materials and timely responses to questions from appropriate WorkFusion personnel.
For Software: Support is also contingent on Customer having (a) a WorkFusion certified Intelligent Automation – Enterprise environment, validated via a checklist at each submission, and (b) technical personnel that have been certified via WorkFusion’s Automation Academy. In addition, any installation services are also contingent on Customer having: (aa) hardware prepared according to product requirements; (bb) fulfilled prerequisites according to guidelines provided by WorkFusion or set out in the Documentation (including, without limitation, certificates, ports, user accounts and permissions); and (cc) purchased licenses to third-party software not included in the installation package from WorkFusion but required for the Software use (including, without limitation, MSSQL license and RDS license). Customer is responsible for scheduling with WorkFusion any planned Support services, such as installations.
For Cloud Services: Support is not available during scheduled downtimes in accordance with the SLA.
Remote Access: Customer may request Support services via remote computer access. If so requested, Customer agrees to allow WorkFusion, with prior permission in each case, to remotely access, via WebEx, screen share or other means determined by Customer, Customer's applicable systems, as determined by Customer, on which the WorkFusion products depend, via an external computer controlled by WorkFusion, for the sole purpose of providing Support services to Customer. WorkFusion will only request such access that is necessary for WorkFusion to provide Support with respect to the WorkFusion products, and will not use any information collected or to which it has access in connection with such remote access for any purpose other than providing the Support.
Support Services Processing: WorkFusion will use commercially reasonable efforts to promptly diagnose the problem and provide a remedy that could take the form of eliminating the defect, providing updates that serve as a work-around to the defect or problem, or demonstrating how to avoid the effects of the defect or problem using a commercially reasonable level of effort. WorkFusion will work systematically to diagnose and remedy any Priority 1 or Priority 2 Support requests, and will work diligently to diagnose and remedy any Priority 3 or Priority 4 Support requests. Despite WorkFusion's exercise of commercially reasonable efforts, not all problems may be solvable. The processing time will start from the date and time when WorkFusion's Support team acknowledges, subject to the first sentence of this paragraph, receipt of the Support request. A Customer designated technical contact must be reasonably available to work with WorkFusion Support while WorkFusion is in the process of resolving the Support request.
Escalation. Customer may escalate platform management matters to Customer's account manager.
Customer Business Hours:
- For North America customers: Business hours are 6:00 AM to 6:00 PM Eastern time, Monday through Friday excluding holidays.
- For Japan customers: Business hours are from 9:00 AM to 5:30 PM, Monday through Friday excluding holidays.
- For other countries: Business hours are from 9:00 AM to 5:00 PM, Monday through Friday excluding holidays.
End of Life for Designated Long-Term Releases ***:
Designated Long-Term Release versions will be supported for 24 months from their release date.
| Designated Long-Term Releases | Designated Long-Term Release version Release Date | End of Support |
|---|---|---|
| v10.1.x | As of v10.1.7 Release Date (January 31, 2022) | January 31, 2024 |
| v.10.2.x | As of v10.2.9 Release Date (June 07, 2024) | June 07, 2026 |
*** The End of Support of any generally available version of the WorkFusion software is when it becomes more than two major versions (for example, v.10.2.8, v10.2.9) from the most current Designated Long-Term Release version as found above. For example, v10.2.6. will reach End of Support when v10.2.9 becomes available as it is three major versions behind.
**** Designated Long-Term Release branch is a dot release that starts with the same numbering as a Designated Long-Term Release but adds dots followed numbers: e.g. 9.2.1, 9.2.2, 9.2.3, etc. are all Designated Long-Term Release branches of the Designated Long-Term Release v9.2, and 10.1.6.1, 10.1.6.2, 10.1.6.3, etc. are all Designated Long-Term Release branches of the Designated Long-Term Release v10.1.6.