Support & Service Levels
Last updated: July 2026
We are a small team, so these are the numbers we can actually hit rather than the numbers that look best on a page. Where we do not yet offer something — a contractual uptime credit, 24/7 phone support — this page says so instead of staying quiet about it.
Severity levels and first response
The service is unreachable, or data loss is suspected.
A core feature fails for you and there is no workaround. A wrong number counts as S2.
Something is slow, ugly, or awkward, but you can still get your work done.
How do I…, can it…, please explain this result.
“First response” means a human has read your report and replied with either a fix, a workaround, or a specific next step — not an automated acknowledgement. Business days are Monday to Friday, 10:00–19:00 IST, excluding Indian public holidays.
By plan
| Plan | Channel | S1 first response |
|---|---|---|
| Free | In-app + email, best effort | no commitment |
| Starter | 1 business day | |
| Pro | Email, priority queue | 8 hours |
| Team | Email + shared channel | 4 hours |
| Enterprise | Named contact | by agreement |
Uptime
Our target is 99.5% monthly uptime, excluding announced maintenance. Live status and incident history: /status.
To be straight with you: on Free, Starter, Pro and Team this is a target, not a contractual guarantee, and there is no automatic service credit. A contractual uptime commitment with credits is available on Enterprise by agreement. We would rather tell you that than print “99.9% SLA” and argue about it later.
A wrong number is a Severity 2
Most tools treat an incorrect result as a support question. We do not. If Workliq gives you a number you can show is wrong, that is a defect in the core promise of the product and it is triaged as S2 — with the same urgency as a broken feature.
Send the question you asked, the dataset, and the number you expected. Every answer carries the SQL that produced it, so this is usually resolvable in one round trip.
Maintenance
Routine deploys are zero-downtime and unannounced. Anything expected to interrupt service is announced at least 48 hours ahead on /status and by email, and scheduled outside 09:00–21:00 IST wherever possible.
What is out of scope
Writing your analysis for you, building custom models, data cleaning as a service, and debugging your source systems are not covered by support. We are happy to advise, and for Team and Enterprise this can be arranged separately.
Contact
Support: support@workliq.me
Security: security@workliq.me
Privacy: privacy@workliq.me
Include your account email, what you were doing, what you expected, and what happened. Screenshots help; the SQL panel from the answer helps more.