Support Options

At ReportWORQ, our goal is simple: to ensure every customer gets real, lasting value from their investment. That starts with our Standard Support, which provides reliable guidance, quick responses, and the kind of customer satisfaction and renewal rates we’re proud of. For organizations that want a deeper partnership, Premium Support goes further – pairing you with a dedicated Technical Account Manager, delivering onboarding tailored to your unique use cases, and offering hands-on engagement to help your team achieve more, faster.

ReportWORQ offers Standard and Premium support options, as follows:

Standard Support	Premium Support
Dedicated Technical Account Manager (TAM)
No	A dedicated TAM is available to assist customers with all aspects of their ReportWORQ implementation, including installation, configuration, ongoing technical support, upgrading, and troubleshooting.
Technical Support
Provides problem resolution, ensuring the product is working as it is supposed to. For example: Identifies usage issues and explains why the product behaves a certain way. Identifies and logs product bugs. Accepts enhancement requests. Answers basic “how to” questions. Directs customers to product documentation and other resources for additional assistance that is beyond the scope of Standard Support.	In addition to Standard Support: Provides enhanced problem resolution. The TAM provides use case specific guidance about how to resolve issues and implement workarounds. Answers “how to” questions, based on the customer’s specific use case.
Onboarding
Installation: A Technical Support person assists customers to install product software and directs them to documentation and other online resources. One or more onboarding sessions are provided, as required. Tutorial and Q&A: Solution Consultant leads customers through setup of the product tutorial and answers questions. One 60-minute session.	In addition to Standard Support: The TAM assists customers with implementation of their first use case, which may require multiple sessions. Implementation assistance includes data source and report configuration. Note: The tutorial session is optional and may not be necessary as the TAM provides one-on-one assistance configuring the product for the customer’s specific use case.
Configuration Assistance with Data Sources
Depending on the data source: No assistance is provided if configuration of the data source is documented. Product documentation is available online via links within the product interface. Assistance is provided if configuration of the data source is not documented.	Yes, assistance to configure data sources is provided.
Report Configuration Assistance
Not provided. Customization of Excel source reports requires in-depth knowledge of the customer’s data sources and use case, which is beyond the scope of Standard Support.	Yes, assistance to customize Excel source reports is provided.
Upgrade Assistance
Direction to online resources including product documentation, release notes, and the ReportWORQ knowledge base. Technical support if problems arise.	In addition to Standard Support: Pre-upgrade sessions to prepare, and to identify any potential issues. Upgrade session(s) to provide information and reassurance. The customer performs the upgrade.
Training
Basic training is provided as part of the onboarding process, which includes assistance during initial installation and access to the tutorial.	Training is provided as part of use case implementation, which includes initial installation, and configuration of data sources and source reports.
Roadmap
Roadmap sessions are provided upon request.	Roadmap sessions with Product Management are scheduled to occur six months before each renewal, or upon request.
Customer Check-ins
Annual check-in meetings are conducted to review new features and to answer any questions or concerns.	Check-in meetings are conducted 2-4 times per year or upon request, to review new features and to answer any questions or concerns.
Product Enhancement Requests
Customers can submit enhancement requests via a Technical Support ticket.	Via the TAM, customers can request sessions with Product Management to discuss enhancement requests.