Support, help center and SLA

Support

WoodWing Customer Support is a cooperative effort between WoodWing, the WoodWing Solution Partner (if applicable) and the customer.

Support works best if the customer designates a group of specialists conversant with WoodWing software and internal workflows to handle initial user inquiries. This group could be the specialists from a WoodWing Solution Partner or may include employees from various customer teams, such as IT, Editorial, and Production.

Preferably, WoodWing Support will accept requests from these dedicated support groups. WoodWing understands that its customers will not have all the answers and will require information and assistance from its analysts and engineers.

Help Center Resources

WoodWing's Help Center offers the following resources where customers can quickly find user guides, installers, release notes, and the answers to commonly asked questions. These resources may enable customers to get help without the need to submit an inquiry to WoodWing Support.

• WoodWing Help Center
  • Product documentation
    • Assets
    • Swivle
    • Studio
    • Connect
    • Xtendis
  • Software Downloads and Release Notes
  • Product Feedback Forums

For more information about the WoodWing Help Center, see WoodWing Guide - Help Center.

Support levels

WoodWing support and maintenance services are available in the Support and Maintenance Plans Standard, Premium and VIP. All packages come with the Standard Support and Maintenance Plan. The Premium and VIP Support and Maintenance Plan can be purchased as add-on.

* Standard support hours is 08:00-18:00 on business days (Monday-Friday) in the customer's time zone.
** In the event that disaster recovery is necessary, customer environments hosted by WoodWing will be failed over in order of priority based upon their service level.

Access to Customer Success

Premium and VIP customers at WoodWing have the option to escalate questions and issues through a Customer Success Manager. This escalation pathway ensures that critical concerns receive priority attention and personalized assistance. When standard support channels do not provide a satisfactory resolution, customers can reach out to Customer Success, who serves as their advocate within WoodWing. The Customer Success Manager will coordinate with relevant teams to address the escalated issue promptly and ensure that the customer's needs are met effectively. This additional level of support is designed to enhance the overall experience for our Premium and VIP customers, providing them with a direct line to tailored solutions and personalized assistance when needed.

Dedicated Customer Success Manager

VIP customers at WoodWing receive the exclusive benefit of a dedicated Customer Success Manager, who serves as their personal advocate for all matters related to our solutions. This dedicated manager ensures that each VIP customer receives tailored support and guidance, including regular proactive touchpoints and quarterly business reviews. These touchpoints and reviews are designed to optimize the customer's experience, ensuring that they derive maximum value from WoodWing solutions and addressing any evolving needs or challenges proactively. With a Customer Success Manager by their side, VIP customers can expect personalized attention and ongoing support to drive success in their business objectives.

Incident Response and Resolution Times ( SLA )

The severity classes used for reporting support cases are defined below. The corresponding response times for each class are also listed.

Class A: Severity Critical

Show stopper, Incident totally preventing production, Services cannot be used by anybody, no workaround available.

Class B: Severity High

A major Incident with a high impact on production or quality of the production, Services can be used but not at full capacity.

Class C: Severity Medium

A tolerable Incident that impedes day-to-day operational use of the Services. In most cases, the Incident can be worked around with a minor negative impact on day-to-day operations.

Class D: Severity Low

Minor Incident, Incident with no system impact, no negative impact on production, minor glitch.

Notes:

• When the Customer’s or Partner’s cooperation is required to resolve the issue, such cooperation must be provided in a timely manner to meet the appropriate response and mitigation times.
• Priority will be set initially based on severity as noted above. It can be adjusted at a later stage. See “Escalation” below.

Responsibilities when reporting issues.

Whenever there is an incident, you must, as appropriate, perform the following tasks:

• Describe the issue and include pertinent information, which shall include but is not limited to:
  • Symptoms
  • Hardware/software configurations
  • Software versions
  • Operating system type and version
  • Screenshots of error messages
• Perform basic troubleshooting and analysis to determine underlying problem.
  • Document:
    • The pattern of issue occurrence
    • Detailed steps of how to reproduce the issue
  • Gather logs and system files related to the issue.
  • Communicate the severity of the reported issue, as well as the impact on workflow.  (See severity definitions in the chart above.)
  • Send all files, screenshots, or documented information to WoodWing via email or file upload (WoodWing will provide an upload link and instructions).
  • Perform additional testing as requested by WoodWing.
  • Implement fixes or workarounds provided by WoodWing.

How to report issues

All support inquiries must be delivered using the online form (preferred) or via email. This will generate a ticket in WoodWing’s support tracking system. Use the following information and guidelines.

• WoodWing’s online help form can be accessed at the Help Center from the Submit a request link at the top of the screen. Select the Submit a technical question option when using this method.
• Email can be sent to support@woodwing.com.
• Please send email from a company email address and avoid using gmail, hotmail or other general or private email domains.
• Create a separate request for each issue. This enables all parties to properly track each issue.

Common fields on the forms

• Subject The subject line should be a short synopsis of the issue. A complete sentence is not necessary, but it should be more than one or two words.
• Email Body or Online Form Description The email body should include the severity of the issue, a description of the issue, and detailed information that will help WoodWing's support team understand and reproduce the problem.
• Severity Issue severity sets the initial priority of each ticket. If using the online form, use the Severity field. If sending an email, severity must be added to the email body.

Add one of the following to the email body to automatically set the ticket severity; otherwise, the ticket will default to medium severity. Please provide arguments why a specific severity is chosen.

• Severity A or Severity Critical
• Severity B or Severity High
• Severity C or Severity Medium
• Severity D or Severity Low
• Description and Unexpected Behavior Please describe the issue and more importantly try to include a detailed step-by-step account that shows our support and development teams how to reproduce the problem or shows how the user arrived at the problem or unexpected behavior.
• Expected behavior After describing the issue, it is helpful to include the expected behavior to help leave any doubt about how the user expects the system to work.
• Attachments If possible, please attach screenshots and/or problematic file packages to the ticket report. These can be sent as attachments through email or the online form, or you may request an upload link from WoodWing when submitting the ticket. The WoodWing consultant may follow-up with a request for log files or screen-recorded movies.
• Environment Technology environment information, like software versions, is not always required because WoodWing keeps track of customer information. In some cases, the customer may feel it is necessary to highlight some environmental information, or WoodWing may request it. This information can be added to the email body or to the optional Affected Versions field of the online form.

Sample of the steps to reproduce.

Scenario:

1. ID: Create a layout [L1] in four editions [East, West, North and South]
2. ID: Create a text frame on the article. Type some text in the frame and create an article [A1] out of it, only in edition 'North'. Save version for the layout
3. IC: Observe the edition information for article A1 in SC palette Result-> The article is shown in edition 'North' - correct
4. IC: Check-out A1. Make some changes and invoke 'check-in' dialog Result-> Observe that in the check-in dialog, all four editions are shown selected and we cannot even change them
5. IC: Click Ok on check-in dialog. Refresh SC palette and observe Result-> The article is now shown in all four editions - incorrect
6. ID: Switch to Elements palette. 'Update content' is enabled for the article. Do 'Update Content' Result-> The article is still in edition 'North' - which is correct. Hence wrong behavior is observed in IC only

Critical Tickets

For critical issues, follow the same procedure outlined above. If sending an email, add Severity A or Severity Critical to the body of the email. If using the online form, select Severity A Critical from the Severity field dropdown menu.

Setting the severity to critical is important. This action will trigger notifications to the extended worldwide WoodWing team. It is also essential to follow-up with a phone call to your regional WoodWing Support office (see Contact Details) to ensure that WoodWing is properly notified. 

Feature Requests

If there are features you would like to see in our solutions, please post feature requests to the Help Center Feedback Forums. WoodWing’s product management teams view and respond to these items, giving customers a direct link to our product teams. It is not necessary to send feature requests to support, although if there is uncertainty about whether an issue should be classified as a defect or a feature, send it to the support team using the protocols outlined in this document.

• Feedback forums are organized per product.
• Entries should include version information and details that support the benefits of the feature request.
• Posting features on the forums allow other customers and partners to view, add contributions and vote for these items.
• If a feature request already exists on the feedback forum, other customers and partners are encouraged to vote for and add supporting information for the feature.
• Read our Feature request policy
• Feature and Improvement requests may be escalated. See Escalation below. 

WoodWing Cloud Managed Services

A customer with a valid WoodWing Cloud Managed Services subscription is entitled to the following tasks to be executed by WoodWing at no additional costs.

Regular tasks

The following tasks can be requested via a Support request.

SLA: 5 business days

• Create / Modify / Remove Users & Groups
• Create / Remove / Sort Brands & Issues
• Set the Current Issue in a Brand; Deactivate Issues
• Create / Remove / Sort Brand Categories
• Create / Remove / Modify Brand Auto-Routing Rules
• Add / Remove Metadata to Query Parameters in Studio
• Add / Remove Metadata to Query Results in Studio
• Copy of User Queries in Studio
• Modify Assets License Types for Users / Groups
• Create / Modify / Remove Download Presets for Assets Groups
• Create / Modify / Remove Search Presets for Assets Groups

Tasks that might impact other workflows

The following tasks can be requested via a Support request. Depending on the expected impact of the change, the task can be executed as requested or converted into a Professional Services project.

SLA: 15 business days

• Create / Modify / Remove Studio Access Profiles
• Create / Modify / Remove Studio User Authorizations for Brands
• Create / Remove Studio Admin Authorizations for Brands
• Create / Remove / Configuring Individual Workflow Statuses
• Create / Modify Custom Metadata Fields in Studio
• Add / Remove Metadata to Dialogs in Studio
• Change Smart Cache Settings
• Modify Assets Capabilities for Users / Groups
• Create / Modify / Remove Assets Access Rules for Users / Groups
• Modify Metadata Permissions for Assets Users / Groups
• Modify Custom Metadata Fields in Assets
• Modify Assets directory structure
• Global Config Changes - Studio/Assets (version history, watermarks, etc.)

Escalations

You can contact your Regional Support Manager to escalate a support request when no acceptable resolution is given or when faster responses are required.  For Premium and VIP customers, further escalation can be done via your Customer Success Manager or your Account Manager. Use the Contact Details page to find contact information.

WoodWing Services - Service Level Agreement (SLA)

• WoodWing Services - Service Level Agreement (SLA)