WorkatoSight Support Policy
Last updated: 2026-06-26
Channels
Section titled “Channels”- Primary support: https://flowdence.io/support
- Support portal: https://flowdence.atlassian.net/servicedesk/customer/portal/1/group/1/create/1
- Demo and onboarding: https://calendly.com/flowdence/book-demo
Coverage
Section titled “Coverage”Standard support is provided during Australia/Melbourne business hours, Monday to Friday, excluding local public holidays unless a separate agreement states otherwise.
Response targets
Section titled “Response targets”| Severity | Examples | Initial response |
|---|---|---|
| Sev 1 | App-wide outage, confirmed data exposure, or broad production impact | 4 business hours |
| Sev 2 | Major WorkatoSight feature unavailable in a production space | 1 business day |
| Sev 3 | Single macro, page, dataset, or configuration issue with workaround | 2 business days |
| Sev 4 | Documentation, setup question, enhancement, or non-urgent issue | 5 business days |
Ticket details
Section titled “Ticket details”Include the Confluence site, space key, affected page URL, app surface, approximate timestamp, visible error/status text, and sanitized screenshots. Do not include Workato credentials, tokens, private keys, passwords, or token-bearing URLs.
Support boundaries
Section titled “Support boundaries”Flowdence supports WorkatoSight configuration, Confluence app behavior, macro rendering, cached Workato context, byline behavior, documentation coverage, and app-level troubleshooting. Customer Workato tenant administration, upstream Workato incidents, Workato API permission grants, and customer integration design remain customer responsibilities unless separately agreed.