Service Level Agreements (SLAs)

These are Ascend's standard service level agreements (SLAs) for Workday customers. Business days are Monday through Friday, except for certain US holidays. See Support Hours and Contact Information for details.

• Standard SLA
• Priority level definitions

Standard SLA

This SLA applies only to customers who have completed the onboarding process.

Priority level definitions

You can choose a priority level when you submit a support request. These definitions apply to all customers.

Urgent

All users are unable to use Ascend, resulting in a critical impact on your business operations.

Examples:

• A production environment has failed
• All users cannot access the production environment
• Data is unrecoverable, corrupt, or lost

High

You can use Ascend with severely limited functionality, resulting in a significant impact on your business operations.

Examples:

• Performance of the environment has degraded to an unusable level, such as:
  • Invoices received via email are not available for processing in Ascend AP after more than 2 business days 
  • Invoices processed in Ascend AP are not available in Workday after more than 2 business days
  • Please see Where's my Invoice
• Users are unable to login
• The Invoice Entry sidebar isn't loading properly
• An invoice image is not displaying
• The application is taking more than 30 seconds to load

Normal

You are experiencing a problem for which there is a workaround, resulting in minimal impact on your business operations.

Examples:

• Users/group permissions not working as expected
• Invoice routing issues
• Errors displayed on the invoice entry page
• Recognition concerns

Low

You have a general inquiry or a problem resulting in no immediate impact on your business operations.

Examples:

• "How to" questions
• Changing Help Center access rights or creating new Help Center user profiles
• Requests that are not time-sensitive
• AscendAP application configuration requests