Support Services Policy

Introduction

Wrksense is committed to providing outstanding support services to our clients, including recruitment agencies, candidates, and employers. This policy outlines our support offerings, service level commitments, and access to our support team, ensuring a smooth and productive experience with our recruitment technology platform.

Support Services Offered

1. Dedicated Account Managers

Personalized service through a dedicated account manager for each client.

2. Senior Staff Support

Access to senior support staff for expert resolution of critical issues.

3. 24/7 Online Help Center

Comprehensive resources, including FAQs, user guides, and best practices, available anytime.

4. Live Support Channels

Phone support at +353876064861 and live chat support (available starting July 2024) during business hours, with priority response for urgent matters.

5. Email Support

Reach out to us for non-urgent inquiries at help@wrksense.com and expect a response within one business day.

6. Training and Onboarding

Sign-ups for training sessions and webinars available starting June 2024, offering extensive learning materials for new and existing users.

Service Level Agreements (SLAs)

Response Times

Urgent issues receive a response within 1 hour during business hours. Non-urgent matters are addressed within 24 hours.

Resolution Times

Critical issues are actioned within 1 working day, with a goal to resolve all issues within 7 working days.

Accessing Support

Support Hours

Our team is ready to assist you from 9am to 9pm GMT / 9am to 4pm EST.

Feedback

Please share your feedback and suggestions via email at hello@wrksense.com.

Critical Issues

Defined as the inability to access the platform or any loss of data. Please report immediately to help@wrksense.com for swift action. Rest assured, all data is secured and backed up on our Azure platform, with access managed by trusted third-party SSO providers like Microsoft and Google.

Policy Updates

Clients will be notified of any significant changes to this policy via email and platform notifications, ensuring you're always informed.

Contact Us

For any further inquiries or to access support services, please reach out to your dedicated account manager or contact our support team directly at the provided contact details.