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WorkSpan Support

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Peter Ferguson
Created . Last Updated
WorkSpan
Technical support · Customer reference
Follow-the-sun · APJ · CET · EST · PST

Something's not working?Come straight to Support.

Think of WorkSpan Support as an extension of your Partner Operations team — the engineers who run co-sell plumbing every day. Your CSM owns strategy, roadmap and the relationship. Anything technical starts with a case.

Open a case · 24 × 7support.workspan.com P0 critical only · 24 × 7+1 (844) 218-2887
The partner systems we operate and fix every day
AWS Partner Central / ACE Microsoft Partner Center Google Cloud Partner Advantage Salesforce managed package Cloud marketplaces Referral & opportunity sync
Where we fit

Your Partner Operations team, extended

Three roles, one motion. Send technical work to the lane built for it and nothing waits in a queue it does not belong in.

You own
Your Partner Ops team

The partnership, the pipeline and the internal stakeholders.

  • Co-sell strategy and partner targets

  • Seller adoption and data hygiene

  • Raising the case when something breaks

We own — same team, extra hands
WorkSpan Support

The platform, the integrations and every sync in between.

  • Referrals stuck, rejected or out of sync

  • Field mapping, validation and API errors

  • Managed package, SSO and access issues

Your CSM owns
Strategy & relationship

Not a routing desk — bring them the bigger picture.

  • Roadmap, enablement and QBRs

  • New partner programs and expansion

  • Raising a Critical Situation if needed

One rule to remember: if it is technical, it starts as a Support case — not a call to your CSM. That single habit is worth hours on every issue.
The route matters

Why direct beats the detour

Same issue, two paths — one of them starts the clock hours later.

The detour
  • 1You call your CSM or account rep
  • 2The issue is relayed and re-explained
  • 3A case is finally logged
The response clock only starts here — hours, sometimes days, after you first raised it.
The direct route — open a support case
The clock starts immediately

Every case carries a response commitment from the moment you file it.

You reach the team that fixes this daily

Hyperscaler co-sell, the Salesforce managed package, referral sync, marketplaces.

Full visibility and ownership

Logged, tracked and owned by a named assignee — with past fixes cross-referenced.

Follow-the-sun coverage

APJ · CET · EST · PST — your case is picked up whenever you raise it.

Service levels

Response commitments by priority

Set the priority to the business impact — and update it if the impact changes.

P0 · Critical
Platform down or no access.Call the toll-free line — 24 × 7.
ImmediatePhone · 24 × 7
P1 · High
Business-critical impact.A core function is impaired with no workaround.
1 hourTarget response · 24 × 5
P2 · Normal
Functionality impaired.Limited impact on users.
End of next business dayTarget response
P3 · Low
Minor issues.Cosmetic glitches or general questions.
End of 2nd business dayTarget response
P4 · All other
Everything else.Feedback, requests, nice-to-haves.
Best-effort queueTarget response
Channels

How to reach us

Support portal

support.workspan.com — 24 × 7 self-service

Email

support@workspan.com — 24 × 5 operation

In-app widget

WorkSpan web UI — in context, any time

Help us move faster

For the fastest fix, include

  • One case per issue — never bundle problems together.
  • The right priority — and an update if the impact changes.
  • Evidence — screenshots, the exact error, a short video.
  • Partner context — cloud, WSID / opportunity ID, and who is affected.

+1 (844) 218-2887

Platform down · no access · 24 × 7
P0 critical only
WorkSpan — Technical support
Need to escalate? Update the case → support manager → your CSM raises a Critical Situation.
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