How Cases Work - Our Support Policy

What support plans are available?

WebWorks.com offers a full line of Support programs to meet your needs.

How does WebWorks.com support work?

WebWorks.com provides users with a web-based support portal to enable close collaboration between end-users and WebWorks.com staff. This system enables WebWorks.com to easily route cases between Support, Customer Service, Sales, Marketing, and Development. This holistic approach to case management ensures all cases are handled appropriately regardless of issue complexity.

You can use you the Support Login to access your account at anytime to:

• Review solutions to past cases.
• Submit new cases.
• Track case progress.
• Interact with WebWorks.com Support staff

  NOTE: Phone and remote assistance support will be provided if deemed necessary by WebWorks.com staff.

  How do I open a Support Case?

  You can get started using our suppport system in just three easy steps:

  1. Request your own Support Login.
  2. Check your email for your support log-in information (sent within one (1) business day).
  3. Log on to the Support Login.

  What is a support case?

  A Support Case is:

  • An installation issue
  • A question on product features and functions
  • A repeatable, demonstrable product defect
  • Output format-specific features
  • Documentation-related issues
  • Upgrade or update conflicts
  • XSL and JavaScript modifications provided by WebWorks.com staff or through WebWorks.com published materials

  You may open multiple support cases, though WebWorks.com support only tracks two (2) active cases per user. To provide customers with the most efficient service, we request that each support case contain a single issue.

  Are custom code changes supported?

  The following are specifically excluded from coverage under our standard support option:

  • Creation and modification of custom formats
  • Modification to projects completed by our WebWorks Services Team.
  • Technical Reference Guide, knowledge base, and selected content from the WebWorks Wiki

  Users who require customization support may consider our ePublisher Customization Support option. Please see our Support Program offerings for more details and contact WebWorks.com Sales if interested.

  When can I expect my case to be resolved?

  Cases are handled on a first-come, first-served basis, within their defined support program. We do work hard to resolve all cases as quickly as possible. However, no two cases are just alike. More complex cases require additional time and may often require staff with specialized experience to resolve. Our goal is to keep you informed as your case moves through our system so that you can plan accordingly.

  Issue Type	Expected Resolution Timeframe
  First Response	One (1) business day
  Installation	One to Two (1-2) business days
  Product Usage	One to Two (1-2) business days
  Customization	Two to Five (2-5) business days
  Developer Level	Two to Ten (2-10) business days
  Product Defect	One to Two (1-2) quarters (intermediate patches made available sooner if possible)

  How long can I keep a case open?

  Cases remain open as long as they are considered active. A case is considered inactive once it has been awaiting customer feedback for a week or more. Cases inactive for two or more weeks are marked closed with case reason Closed due to inactivity.

  Issue Type	Timeframe
  Active	Last customer response less than 1 week ago (5 business days)
  Inactive	Last customer response more than 1 week ago (5 business days)
  Closed due to inactivity	Last customer response more than 2 weeks ago (10 business days)

  Support will notify customers when a case has been inactive for one week via email.

  Can I reopen a closed case?

  Yes! To activate a closed case, locate your case under Closed Cases and leave a comment. Your comment will trigger a notification in our system and reactive your case.

  Which versions are supported?

  The ongoing WebWorks policy is to support the current release, plus any version released in a time window dating back two (2) years from the current release. When a version is declared to have reached "end of life" (EOL) status it will be announced on this website, and in THE WORKS newsletter. Support for that version will continue for three (3) months after the EOL announcment.

  Please refer to the complete ePublisher Platform version history to determine your product version's EOL status.

  Where can I submit a feature request?

  Feature requests may be submitted through the Support Login or via the WebWorks Wiki. Enhancement requests are reviewed on a quarterly basis for consideration in future product releases.

  Do you support WebWorks Publisher Standard Edition?

  WebWorks Publisher Standard 8.x support is offered through Adobe Systems.