Dotwork Support Policy
Customer support availability, response times, and service scope for Dotwork users
Effective starting: 01 May, 2026
1. Introduction
Dotwork is committed to providing responsive, reliable, and effective support to ensure a seamless customer experience. This Support Policy outlines the scope of support services, availability, and response time objectives.
2. Support Availability
Business Hours and Global Coverage
Dotwork provides support through a distributed team across the United States and Great Britain to ensure extended daily coverage.
Standard Support Hours:
- Monday to Friday, excluding public holidays
- Great Britain: 08:00 to 17:00 (GMT/IST)
- United States (Central Time): 08:00 to 18:00 (CST/CDT)
Support Channels
- Email: support@dotwork.com
- In-app chat: Available during regional business hours
- Help Center: Available 24 hours a day for documentation, FAQs, and troubleshooting guides
After-Hours Support
Outside of standard support hours, assistance is limited to Severity 1 (Critical) incidents. Dotwork maintains an on-call process to respond to critical system outages or incidents that significantly impact all users.
3. Incident Priority and Response Targets
Dotwork categorizes support requests by severity to ensure appropriate prioritization and response.
Severity 1 - Critical
Service is unavailable or major functionality is inaccessible.
Initial response: Within 1 hour (24/7)
Continuous effort until resolution or mitigation
Severity 2 - High
Significant issue affecting key features; a workaround is available.
Initial response: Within 4 hours during support hours
Severity 3 - Normal
Minor issues, general inquiries, or feature requests.
Initial response: Within 1 business day
Response times are measured within applicable support coverage hours unless otherwise stated.
4. Cross-Region Support Continuity
Dotwork operates a cross-region support model to provide extended coverage across time zones. Active and high-priority cases may be handed off between Ireland and United States teams to ensure continuity of service and reduce delays.
5. Time Zone Alignment
Dotwork aligns support delivery with customer operating regions. For customers in Europe, the Ireland team provides primary coverage during local business hours, with United States teams extending support into the evening. For customers in North America, United States teams provide primary coverage.
6. Scope of Support
Dotwork support includes:
- Troubleshooting platform issues
- Guidance on product functionality
- Assistance with integrations limited to documented APIs
- Bug reporting and escalation
- Coordination across support regions for ongoing issues
Dotwork support does not include:
- Custom development or configuration
- Third-party software troubleshooting
- On-site support
7. Escalation Process
If an issue remains unresolved within the expected timeframe, customers may escalate their case by replying to their support ticket with “Escalation Request” in the subject line. Escalated cases are prioritized for immediate review, may be assigned to senior support personnel, and are tracked with increased visibility through resolution.
8. Feature Requests
Customers may submit feature requests via email or in-app chat. All feedback is reviewed, but submission does not guarantee implementation.
9. Extended Support Options
Customers with advanced support requirements may request extended or 24/7 coverage options, including dedicated on-call support, enhanced response targets, and priority escalation pathways. Please contact your account representative for more information.
10. Updates to this Policy
Dotwork may update this Support Policy periodically. The latest version will always be available on the website.
Contact
For any support inquiries, contact support@dotwork.com.