Workflow Admin Manager
Service Level Agreement
WAM Desktop | WAM
Server |
WAM Enterprise
Effective Date: March 2026
|
⚠ Important
Notice: Alteryx API Dependency
WAM operates by interfacing
with the Alteryx Server API and Mongo database. Any defects, outages, bugs,
or limitations within the Alteryx platform are entirely outside of WAM's
control and are explicitly excluded from this SLA.
When an issue is determined to
originate from the Alteryx API or Alteryx platform, WAM's SLA response and
resolution commitments are suspended for that issue. Resolution will depend
on Alteryx's own support timeline, which WAM has no ability to control or
guarantee.
The WAM team will communicate transparently, engage
Alteryx on the customer's behalf where possible, and provide workarounds
within WAM's architecture wherever feasible — but cannot be held responsible
for Alteryx platform defects or their resolution timelines. See Section 9 for
full details.
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1. Purpose & Scope
This Service Level Agreement ("SLA") defines the
support commitments, response and resolution targets, escalation procedures,
and mutual obligations between Capitalize Consulting ("WAM Team") and
licensed users of Workflow Admin Manager ("WAM"). It applies to all
three product tiers: WAM Desktop, WAM Server, and WAM Enterprise.
2. Support Hours & Definitions
2.1 Business Hours
All response and resolution times are measured in business
days unless otherwise stated.
|
Tier
|
Support Hours
|
|
WAM Desktop
|
Monday – Friday, 8:00 AM –
5:00 PM Central Time (CT), excluding U.S. federal holidays
|
|
WAM Server
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Monday – Friday, 8:00 AM –
5:00 PM Central Time (CT), excluding U.S. federal holidays
|
|
WAM Enterprise
|
Monday – Friday, 8:00 AM –
5:00 PM Central Time (CT), excluding U.S. federal holidays. Severe (Level 1)
incidents may be escalated outside business hours via dedicated CSM contact.
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2.2 Key Definitions
•
Business Hours: The support windows defined above per
product tier.
•
Initial Response: First acknowledgment of a submitted
issue by a WAM team member, confirming receipt and providing a resolution plan
timeline. Measured in business days.
•
Resolution: Delivery of a fix, workaround, or build
containing the fix, or a confirmed schedule for same, that restores the
affected functionality. Measured in business days. Because WAM ships actual
software builds rather than a hosted service, resolution timelines reflect the
time required to develop, test, and deliver a build.
•
Severity: Customer-declared urgency, subject to WAM
team review and adjustment based on actual business impact.
3. Severity Levels
Customers must declare severity at the time of submission. The
WAM team reserves the right to reclassify severity based on observed impact.
|
Level
|
Name
|
Definition
|
|
1
|
Severe
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Inhibits business functions
— e.g., API errors (post-implementation), widespread workflow failures,
complete inability to use WAM. Note: Frequent backups of the parse_db
significantly reduce the likelihood of Severe incidents.
|
|
2
|
Moderate
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Inhibits an important
functional task that does not impair vital business operations.
|
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3
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Mild
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Non-vital issue or desired
feature enhancement. Business operations continue normally.
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4. Initial Response Time Targets
The following table defines the maximum time from issue
submission to initial response — by severity and product tier.
|
Severity
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Description
|
WAM Desktop
|
WAM Server
|
WAM Enterprise
|
|
Severe
|
Inhibits business functions
(e.g., API errors post-implementation, widespread failures)
|
2 bus. days
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1 bus. day
|
Same bus. day
|
|
Moderate
|
Inhibits an important
functional task; does not impair vital business operations
|
3 bus. days
|
2 bus. days
|
1 bus. day
|
|
Mild
|
Non-vital; desired feature
or minor inconvenience
|
5 bus. days
|
5 bus. days
|
3 bus. days
|
* All times are
in business days as defined in Section 2. Submissions received outside business
hours will begin counting from the next business day.
5. Resolution Time Targets
Resolution targets represent the commitment to deliver a fix,
workaround, or scheduled resolution path from the time of initial response.
|
Severity
|
Description
|
WAM Desktop
|
WAM Server
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WAM Enterprise
|
|
Severe
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Workaround or fix delivered
|
10 bus. days
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5 bus. days
|
3 bus. days
|
|
Moderate
|
Fix or workaround delivered
|
15 bus. days
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10 bus. days
|
5 bus. days
|
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Mild
|
Scoped & scheduled
(feature enhancements evaluated separately)
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Next scheduled release
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Next scheduled release
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Negotiated
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Note:
Resolution times may be extended when the root cause lies within Alteryx's
architecture or the Alteryx Mongo database. In such cases, the WAM team will
provide workarounds where possible and communicate actively with the customer
while coordinating with Alteryx. See Section 9 (Exclusions) for details.
6. Escalation Path
Customers may escalate at any time if SLA targets are not met
or business impact increases. The escalation path is as follows:
How to escalate: Reference your open ticket number and state
"Escalation Requested" in the subject line, or contact the next tier
contact directly if response targets have been missed.
7. Communication Channels
•
WAM Help Desk: Email
•
•
Online Ticketing: Zoho Ticketing Portal
•
•
8. Supported Versions Policy
WAM support covers the current generally available (GA)
release and the two prior releases (current minus 2). Customers running
versions outside this window are encouraged to upgrade. WAM will make
reasonable efforts to assist customers on unsupported versions, but cannot
guarantee SLA commitments for those versions.
|
Product
|
Supported Versions
|
Release Cadence
|
Release Notes
|
|
WAM Desktop
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Current minus 2
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Monthly or as needed;
quarterly minimum
|
Emailed to all licensed
users
|
|
WAM Server
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Current minus 2
|
Monthly or as needed;
quarterly minimum
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Emailed to all licensed
users
|
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WAM Enterprise
|
Current minus 2
|
Monthly or as needed; freeze
windows negotiated
|
Dedicated CSM delivery
|
Bug fix releases may be issued between scheduled releases at
Capitalize's discretion. Customers may choose to install a bug fix release
immediately or wait for the next scheduled release.
9. Alteryx API Dependency & Limitations
WAM performs analysis by reading Alteryx workflow XML and
interacting with the Alteryx Server API and Mongo database. Issues originating
within the Alteryx platform are explicitly outside the scope of this SLA. The
WAM team has no ability to control, override, or guarantee resolution of
Alteryx platform defects, and customers should not expect WAM SLA commitments
to apply in these scenarios.
9.1 Alteryx API Bugs & Defects
If an issue is determined to originate from a bug or defect in
the Alteryx API — rather than WAM itself — it is outside the scope of this SLA.
WAM's response and resolution clock is suspended from the point at which the
root cause is confirmed as Alteryx-side. In these situations:
•
The WAM team will document and confirm in writing that
the root cause lies within the Alteryx platform, and will notify the customer
promptly.
•
WAM will open or assist in opening a support case with
Alteryx on the customer's behalf where applicable.
•
WAM will provide workarounds within WAM's own
architecture wherever technically feasible, but cannot guarantee a workaround
is always possible.
•
SLA response and resolution timelines are suspended
from the point of confirmed Alteryx root cause and will resume only once
Alteryx delivers a fix or WAM identifies an alternative resolution path.
•
The WAM team will provide status updates to the
customer at a minimum of every 5 business days while awaiting Alteryx
resolution.
•
WAM cannot be held liable for delays, losses, or
business impact resulting from Alteryx platform defects.
9.2 Alteryx API Access Requirements
WAM requires that the configured user account holds Alteryx
API Access and Curator-level permissions at all times. Loss of these
permissions — due to Alteryx configuration changes, license changes, or
administrative action — will prevent WAM from functioning. Issues caused by
missing or revoked Alteryx permissions are outside the scope of this SLA and
are the customer's responsibility to resolve with Alteryx directly.
9.3 Alteryx Version Compatibility
WAM is validated against specific versions of Alteryx Server.
If a customer upgrades their Alteryx environment to a version not yet validated
by WAM, WAM functionality may be impacted. Such impact is outside the scope of
this SLA until WAM has completed validation for that Alteryx version. The WAM
team will communicate compatibility status with each WAM release and will
prioritize validation of new Alteryx versions as part of each release cycle.
10. Exclusions & Limitations
This SLA does not apply to the following:
•
Issues caused by Alteryx platform defects, API
failures, or Mongo database infrastructure outside of WAM's control. The WAM
team will coordinate with Alteryx and communicate status, but resolution
timelines are subject to Alteryx's own support process.
•
Issues arising from customer modifications to WAM
configuration, exported files, or the parse database outside of documented
procedures.
•
Environments running WAM versions outside the supported
version window (current minus 2).
•
Issues caused by unsupported operating systems or
hardware that does not meet minimum WAM requirements.
•
Planned maintenance windows communicated in advance
(releases, migrations).
•
Feature requests — these are logged, scoped, and
evaluated separately from break/fix support.
11. Customer Obligations
To remain eligible for SLA coverage, customers are expected
to:
•
Run a supported version of WAM (current minus 2 or
newer).
•
Maintain frequent backups of the parse_db (the parsed
WAM content database). WAM strongly recommends automating this. Failure to
maintain backups may limit resolution options for Severe incidents.
•
Ensure the WAM-configured user account has Alteryx API
Access and Curator access.
•
Provide accurate and complete issue descriptions at
submission, including severity classification, reproduction steps, and contact
information.
•
Respond to WAM team requests for information within 2
business days. Tickets with no customer response after 5 business days may be
closed and must be resubmitted.
•
Keep Zoho ticketing account active and monitor for
ticket updates.
12. Planned Maintenance & Releases
•
Releases are issued monthly or as needed, with a
minimum of one release per quarter. All releases are announced via email with
accompanying release notes and a newsletter distributed to all licensed users.
•
Bug fix releases may be issued between scheduled
releases at Capitalize's discretion. Customers may install a bug fix release
immediately or wait for the next scheduled release.
•
Executable files will generally override the existing
WAM installation. Uninstallation requirements will be communicated in advance
when applicable.
•
Enterprise customers may negotiate release freeze
windows with their CSM.
•
Maintenance windows that could cause disruption will be
communicated at least 5 business days in advance.
13. Product Tiers at a Glance
The following summarizes key support differences across
product tiers:
|
Area
|
WAM Desktop
|
WAM Server
|
WAM Enterprise
|
|
Supported Versions
|
Current minus 2
|
Current minus 2
|
Current minus 2
|
|
Support Channels
|
Email + Zoho Ticket
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Email + Zoho Ticket
|
Email + Zoho Ticket + Dedicated CSM
|
|
Support Hours
|
M–F, 8 AM–5 PM CT
|
M–F, 8 AM–5 PM CT
|
M–F, 8 AM–5 PM CT + Severe on-call via CSM
|
|
Named Escalation Contact
|
WAM Help Desk
|
WAM Help Desk + Manager
|
Dedicated CSM
|
|
Release Freeze Windows
|
N/A
|
N/A
|
Negotiated with CSM
|
|
Onboarding / Training
|
Kajabi course
|
Kajabi course (+ Server course coming)
|
Dedicated onboarding SLA
|
|
Uptime Commitment
|
N/A (desktop app)
|
N/A (client-hosted)
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Defined per engagement
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14. SLA Remedy for Missed Targets
Capitalize Consulting is committed to meeting the response and
resolution targets defined in this SLA. In the event that WAM fails to meet a
committed target, the following remedies apply:
|
Missed Target
|
Remedy — Desktop & Server
|
Remedy — Enterprise
|
|
Initial Response
|
Written acknowledgment of
miss + escalation to next tier within 1 business day of discovery
|
Immediate CSM notification +
written root cause summary within 1 business day
|
|
Resolution — Severe
|
Formal review of the
incident with written summary of cause and corrective action plan
|
Formal incident review with
CSM, written root cause analysis, and documented corrective action plan with
timeline commitments
|
|
Resolution — Moderate
|
Prioritized re-scheduling
and written status update within 2 business days
|
Prioritized re-scheduling,
written status update, and CSM review call
|
|
Resolution — Mild
|
Issue logged and reviewed at
next release planning cycle
|
Issue reviewed with CSM;
timeline confirmed in writing
|
Remedy Conditions: Remedies apply only when the SLA miss is
attributable to WAM and not to Alteryx platform issues (Section 9),
customer-caused delays (Section 11), or circumstances outside WAM's reasonable
control. Customers must report a missed SLA target within 10 business days of
the breach to be eligible for a remedy. Remedies under this SLA are limited to
the escalation, review, and corrective action commitments described above. No
monetary credits, refunds, or financial compensation are provided under this
SLA.
15. SLA Review & Amendments
This SLA will be reviewed annually or upon a major WAM
release. Capitalize Consulting reserves the right to amend this SLA with 30
days written notice to licensed users. Continued use of WAM following the
notice period constitutes acceptance of the updated terms.