Expected Response Times

At WorkWeek, we understand the importance of quick and efficient support. Here’s an overview of our response times based on the way you choose to contact us. We aim to address each issue with priority and resolve it as swiftly as possible.

Contacting Us Through the Website

If you reach out via our website, here’s what you can expect:

Initial Response Time: Within 5 minutes.
Process: Once your message is received, a team member will assess the issue and determine the next steps. If the question is straightforward, such as gaining access to your dashboard, it will often be resolved immediately.
Resolution Time: Dependent on the complexity of the issue. Simple queries (e.g., dashboard access issues) are typically resolved within minutes, while more complex matters may take additional time.

WhatsApp Support (Direct or via Customer Success Manager, Megan)

You’re welcome to contact us through our WhatsApp support channel or by reaching out directly to Megan, our Customer Success Manager, on WhatsApp.

Initial Response Time: Within a few minutes.
Process: The issue will be reviewed promptly, with minor queries like dashboard navigation or adding an employee often resolved immediately.
Bug Reports: If you report a bug, it will be escalated to our tech team. Small bugs are usually addressed within the same hour, but larger-scale issues may require more time, depending on the complexity and scale.

Contacting Us via Email

Email support is another effective way to get in touch, and here’s what to expect:

Initial Response Time: Within 10 minutes.
Process: A team member will review and assess your email to understand the nature of the issue, then determine the appropriate steps to resolve it.
Resolution Time: This depends on the complexity of the issue. Straightforward queries may be resolved within minutes, while more detailed matters may require additional time.

Additional Notes

We’re committed to resolving your issues as efficiently as possible and will keep you updated on any developments. If any issue takes longer to address, our team will keep you informed at each step to ensure clarity and transparency.

→Next Page: Escalation Procedure for Urgent Matters

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