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Last Updated: October 24th, 2019

Cerulean Studios ("Cerulean") provides pre-sales, billing, and technical support ("Support") to customers of all versions of the Workadi Services (as defined in the Workadi Customer Agreement, the full text of which is available at https://workadi.com/legal/customer-agreement/) according to the below schedules and depending on subscription type.

Feature Individual Pro Business Enterprise Premium1
Self-help resources
Online ticket creation
Email and phone escalation
Screen-sharing, collaboration phone calls, health checks
Installation and deployment advisory
Potential to influence product roadmap
Direct access to senior support team

1. Technical Support

Technical support includes communication with IT administrators deploying and managing the Workadi Services, assistance with issues during installation and upgrades, guidance around configuration and implementation, assistance identifying and troubleshooting problems in the Workadi Services, and identifying and creating appropriate bug reports.

Technical support does not include support in languages other than English, support for end users, support for organizations without a valid subscription, remote administration, professional services including but not limited to product training, system performance and/or tuning, capacity planning, installation services, or support for Workadi versions other than the latest official release or the previous major official release.

2. Technical Support Case Handling

Cerulean assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.

Severity Description Examples
L1 (Critical)
Workadi isn't accessible or is unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected.
Widespread problems sending or receiving instant messages or connecting to Workadi.
L2 (High)
Workadi is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user or customer is partially affected. Some users can't send instant messages or connect to Workadi.

Some users are unable to share files or media.
L3 (Non-critical)
The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A single user is experiencing partial disruption, but an acceptable workaround exists.
Performance issues or issues educating end users with regard to specific aspects of the product.

An single user can't sign into Workadi on a mobile device but can via a desktop device.

3. Technical Support Initial Response Times

Initial response time is based on the severity levels described above and the type of Workadi Services subscription. The response time objectives are described in the following table.

Severity Individual Individual Pro Business Enterprise Premium1
L1 (Critical)
Self-service only Available: business hours2

Initial response time: no commitment
Available: business hours2

Initial response time: next business day
Available: business hours2

Initial response time: 4 hours
Available: 24/7


Initial response time: one hour
L2 (High)
Self-service only Available: business hours2

Initial response time: no commitment
Available: business hours2

Initial response time: no commitment
Available: business hours2

Initial response time: 8 hours
Available: business hours2

Initial response time: 2 hours
L3 (Non-Critical)
Self-service only Available: business hours2

Initial response time: no commitment
Available: business hours2

Initial response time: no commitment
Available: business hours2

Initial response time: next business day
Available: business hours2

Initial response time: next business day
1 Premium Support includes 24/7/365 coverage for L1 issues and is available as an additional add-on to the Workadi Services. Please contact us if you are interested in purchasing Premium Support.

2 Business day coverage is from Monday to Friday, 9am to 5pm US Eastern Time Zone on non-US holidays.