1. Support Model Overview

Level 1 Support – Reseller Ownership

Front-line customer support via phone, email, or chat.
Handle basic troubleshooting, common “how-to” questions, and standard account configuration guidance.
Reference the WorkBright Knowledge Base and training materials to guide customers.
Capture detailed notes, available screenshots, and customer context before escalation.
Meet or exceed WorkBright internal SLA standards for escalations.

Address escalated issues via direct messaging modalities that require advanced troubleshooting, engineering involvement, or account-specific configuration beyond Level 1 scope.
Support for complex product bugs, integration errors, and security-related incidents.
WorkBright support for our Partners will align with our standard SLAs, which can be found HERE.

Maintain trained Level 1 support staff who meet agreed competency standards.
Log all customer interactions in the native ticketing system.
Follow the escalation process and priority definitions provided by WorkBright.
Participate in quarterly success sessions to refresh skills and review product updates.

Provide initial and ongoing training for reseller Level 1 support teams.
Maintain up-to-date documentation, guides, and troubleshooting workflows.
Offer direct access to Level 2 support for escalated issues to the Partner.
Provide performance feedback based on SLA metrics.
Commit to proactive communication on product and feature enhancements, with timely updates that address evolving Form I-9 compliance requirements and regulatory changes.
Available to support Resale Customer prospect conversations on a case-by-case basis.

Defined by reseller; must be communicated to customers and ideally meets WorkBright’s SLAs.

Business Hours: 7:00 am to 4:30 pm (Mountain Time), excluding posted holidays
Support Modalities: ■ Live-chat support (preferred first point of contact):
- All chats begin with Intercom’s FIN AI agent (available 24/7), which provides instant answers based on our knowledge base and advanced training (85% successful resolution rate).
- If FIN cannot resolve the issue, a ticket is automatically created, and the conversation is escalated to a support agent with full context, ensuring quick and seamless resolution.
- Partner Admins can access chat via a designated Sandbox account. All support conversations/tickets will be categorized and reportable for future training opportunities
Email - First response time within 6 business hours

Request Types	Definition	Examples	How to Submit	Response Time (SLA)
Critical Incident (CI)	Security breach or data compromise	Unauthorized access, data exposure	Submit Critical Incident Ticket Here	Within 1 hour
Critical Service Interruption (CSI)	Large-scale outage or major feature unavailable	Platform down, core functionality unusable	Submit Critical Incident Ticket Here	Within 1 hour
Support Request	Tier 2 Support	Escalations, complex troubleshooting, compliance guidance, potential bugs	Email partnersupport@workbright.com	Within 6 business

To ensure fast resolution, escalations should include the following as applicable:

Situation: What is happening?
Account: Customer name and environment
E-mails: If concerning an employee, please provide their name and email address
Evidence: Screenshots, timestamps, IDs
Reproduction: Were you able to reproduce the issue?
Urgency: Timeline expectations

Initial Onboarding: All reseller Level 1 agents complete WorkBright’s “Support Foundations” program before taking customer cases.
Quarterly Success: Joint sessions to review new features, policy changes, and product updates.
Resource Access:
- Partner-specific Knowledge Base
- Troubleshooting scripts & decision trees
- Product release notes and change logs

Quarterly joint Account and SLA performance review, covering: ○ FRT and resolution rates
- Escalation volume and quality of handoff
- CSAT scores
- Training or knowledge gaps identified
Annual partnership review to adjust SLAs and processes based on mutual feedback.