--- category: [Administration & Integrations, Platform and Product Extensions, Platform and Product Extensions/Integration, Administration & Integrations/Custom Integrations & Apps, Platform and Product Extensions/Workday Extend] keyword: Extend nav: wcp_docs parent_url: /wcp_docs/ title: >- Concept: Workday Extend Support layout: subsection --- Workday provides Workday Extend customers with a set number of Developer Support Contacts (DSCs) per account. DSCs open cases to Workday Support to report potential issues or respond to Workday Extend inquiries. The Support section of the Workday Developer Site enables DSCs to take all actions in working with Workday Support. ## Designating and Managing Developer Support Contacts The Named Support Contacts (NSCs) of the customer designate the initial DSC using [Contacts Management - NSC Self Service](https://community.workday.com/articles/415712) in the Workday Customer Center. Any DSC can manage other DSCs using the Manage Contacts tab of the Support section of the Workday Developer Site. The Manage Contacts tab also enables you to reassign open cases when you remove a DSC. For Service Partners: - Partner Contacts are Partners who are working on a customer deployment scorecard. - Partners receive DSCs for getting support and creating cases on behalf of their own organization as a Workday Extend user. - Partners work with Workday Services or Alliances to provide the information for their first DSC. Upon creation by Workday, the new DSC receives a registration email. ## Developer Support Contact Responsibilities DSCs should: - Use their own credentials in the Workday Customer Center and Workday Developer Site. - Refrain from sharing credentials with other members of their organization. - Research and triage issues before creating a Support case. - Create Support cases on the Workday Developer Site. - Promote collaboration and participate in discussions with non-DSCs as needed. - Communicate effectively in English. ## Creating Support Cases DSCs can create cases with the Workday Support team on the Workday Developer Site. Only DSCs can open and view cases through the Workday Developer Site. NSCs can also open cases on the Workday Customer Center. Note: For Built on Workday (BoW) applications you should first contact the producer of the BoW app for initial troubleshooting. If, after working with the BoW app producer, you still need assistance from Workday Support, your Named Support Contact (NSC) should log a regular support case. Open the case under the Marketplace Built on Workday Application Product Area. To submit a case to Workday Support, select Support Cases on the Support menu, and then select Create Case. You can also navigate directly to this page from the Developer Forum under Need Additional Support? Note: Only DSCs or Partner Contacts who can create cases can see the Support Cases menu option.
FieldDescriptionValue
CompanyThe name of your organizationFor Services Partners: The name of the organization for which you would like to create a case.

For Workday Customers: Read only.

ProductFunctional area of the issue or where you require assistance.Select the appropriate product classification for your issue. Only Workday Extend-related products are available.
Sub ProductFunctional sub area of the issue or where you require assistance.Select the appropriate sub product classification for your issue. Only Workday Extend-related sub products are available.
SubjectShort description of the issue.Enter the relevant information.
Description

Detailed description of the issue, including specific data elements and replication steps required to troubleshoot your case more quickly.

If you have multiple issues to report, open a separate case for each issue. This practice enables us to more effectively triage your issues.

Enter the relevant information.
TenantTenant where the issue is occurring.Select from the list of your active tenants.
Severity

Explains how critical the issue is to your organization. Provide a Severity Justification for Severity 1 and Severity 2 cases.

Severity 1 is the most critical and Severity 5 is the least critical. Once you selected the Severity and submitted the case, only Workday Support can adjust the Severity.

Select the Severity most appropriate for your case. Values from 1 to 5.

See below for additional details on Case Severity.

Preferred Contact MethodIdentifies if you want to communicate using Case Comments or Phone.Select the preferred contact method. If you select Phone, Workday Support contacts you directly.
Case TeamOptionally add other users who you wish to receive case updates. You can add any NSCs, DSCs, or Partners that are part of your Account team.Enter the names of your colleagues who will receive updates through email.

NSCs have additional flexibility to control Case Team members from the Customer Center.

Attachments

You can attach files, reports, logs, and others to assist troubleshooting your issue. You can drag and drop a file or click the Select a File link.

Don't include any confidential account data or personally identifiable information when logging your case.

The Workday Developer Site isn't part of the Workday Service.

Attach any relevant materials to assist in the triage of your case.

The Create Case button saves the case information and routes it to Workday Support. You can view your submitted cases by selecting either Support Cases or the Back to Cases arrow at the top of the page. Named Support Contacts can access all cases created by a DSC using the Workday Customer Center. DSCs can only access cases for Workday Extend and general inquiries related to Developer Support Contacts and development tenants. For Service Partners: - Partners can create cases for: - Their own organization, when they're designated as a DSC. - A Workday customer they're engaged with on an active deployment, if they are on the customer’s Scorecard and Account team. Example: I'm a Partner who isn't a DSC for my own Partner Organization. If I'm a Partner Contact who is working on Active Customer Deployments, I'll have access to the Support functionality for these Customers on both the Workday Developer Site and the Partner Center. When these deployments end, upon request from the customer, both the Workday Developer Site and the Partner Center will revoke my access to create cases for these customers. - Partners working on behalf of an Active Customer Deployment can access cases created from the Workday Developer Site and from the Partner Center. The Workday Developer Site only displays cases for Workday Extend (Products: Workday Extend Application and Workday Extend Development). ## Workday Production Case Severity Definitions Select the severity of a case to identify the urgency of the issue. Severity level 1 is our highest severity, while severity level 5 is our lowest severity. For a severity level 1 or 2 case, the customer is required to remain accessible for the duration of the case. Once you create the case, only Workday Support can change the severity level when you enter a case comment requesting the change. Refer to the [Workday Service Level Availability (SLA) Policy](https://community.workday.com/articles/30564) and [Case Severity](https://community.workday.com/articles/242298) for additional information on case severities. - Severity Level 1 (Highest) Case icon: ![](GUID-dc6815a9-eb8f-47e3-ac0c-7478cf141c7e-enHYPHENus.png) Workday Production case response time: 30 minutes. Use when a service is unavailable or a service issue prevents: timely payroll processing, tax payments, entry into time tracking, financials closing (month-end, quarter-end, or year-end), payment of supply chain invoices or creation of purchase orders, or processing of candidate applications. No workaround exists. - Severity Level 2 Case icon: ![](GUID-86c69e64-cbc9-49ed-83ec-f4ce09071cce-enHYPHENus.png) Workday response time: 1 hour. Use when an issue with the service prevents you from completing one or more critical business processes with a significant impact. No workaround exists. - Severity Level 3 Case icon: ![](GUID-185a48b3-bbbc-4a97-a70a-9fb999176995-enHYPHENus.png) Workday response time: 4 hours. Use when an issue with the service prevents you from completing one or more important business processes that impact your business operations. A workaround exists but isn't optimal. - Severity Level 4 Case icon: ![](GUID-0ca6edbf-2161-46ca-a292-3d61a4bbcfc8-enHYPHENus.png) Workday response time: 24 hours. Use when an issue with the service delays you from completing one or more noncritical business processes that aren't imperative to your business operations. A workaround exists. - Severity Level 5 (Lowest) Case icon: ![](GUID-f73c8111-a8c8-4237-aee7-7dd6f8dc0762-enHYPHENus.png) Workday response time: 24 hours. Use for non-system issues and requests such as Named Support Contact (NSC) changes, SLA reports, or general Service inquiries. Ask the Workday Community questions about product configuration and functionality. . ## Updating Support Cases After you create a case, you work with Workday Support through that case in an effort to resolve your issue. Through your case you can: - Add comments. - Reply to case emails to add comments. - Attach files (not available through email reply). - Manage case team members. - Review case details. - Escalate cases. - Close cases. Add Comments Document all communications between you as the DSC and the Support Analyst in the case comments. When you have discussions over the phone, you should document the summary of that conversation in the case comments. Under the Comments section, add your comment and then click Add Comment. The assigned Support Analyst and the Case Team members will receive an email notification. The DSC also receives an email notification when the Workday enters a case comment. You can also add a comment to the case by replying directly to the case emails. Attach Files If you have a file with further information regarding the issue (such as screenshots, files, resources, logs, or code that you didn't attach during case creation), you can attach that document to the case. You can drag and drop files into the Attachments tab or you can click the Select a File link. The more information you provide to Workday Support, the more quickly they can help resolve the issue. As a reminder, don't attach any confidential account data or personally identifiable information. Note: You can't add attachments in email replies to case emails. Manage Case Team You can manage Case Team members by selecting the Case Team tab, and selecting an NSC, Read-Only NSC, DSC, or Partner that is part of your Account Team. Case Team members receive notification emails when new case comments are added. Review Case Details: You can view additional details related to your case by selecting the Details tab of the respective case. You can expand each section with the drop-down arrow on the left. Escalate Cases You can escalate cases by clicking the Actions button and selecting Escalate Case. Enter a reason and justification for the escalation. You can also request a call from Support. Escalating a case notifies Workday Support of your escalation. A member of Workday Support management is assigned as an Escalation Owner to help resolve your concern. Your case displays an Escalated icon next to the Case Status at the top of the page. If you feel an escalated case warrants additional attention from Workday and the Support management team, you can re-escalate the case from the Actions menu. You can find more detailed Escalation information on the Details tab, under Escalation Information. ## Managing Support Cases To enable Workday Support to handle your case efficiently, view and update your cases regularly. Visit the Support area of the Workday Developer Site regularly to track the progress of your cases through their lifecycle. You can view all your cases from the Support Cases menu option. To sort cases, click the Column headers. You can also filter the cases by selecting the Add Filters button, checking the desired boxes, and selecting Apply. Case Status The Support Analyst updates the Case Status and Case Sub-Status fields, which display on the case for your reference. The Status is visible from the main case information section. The Sub Status is only visible in the Case Information section under the Details tab. These Case Sub-Status values indicate that the Support Analyst is waiting for a response from the DSC: - Awaiting Customer Response – Analyst needs more information from the customer to troubleshoot the case. - Customer Testing Solution – Support Contact needs to test the solution provided by Support or the fix provided by Workday development. You can view additional Status or Sub Status values and information in the attachment on Managing Cases in the Workday Community. Test Solutions DSCs need to review solutions, answers, or workarounds provided by Workday Support to validate they'll resolve your issue. When you have subsequent questions or comments, enter them into the case comment. When the solution provided resolves your issue, indicate in the case comments that your issue is solved and close the case. Close Case When you've resolved a case, you can close your case by clicking the Actions menu, and selecting Close Case. Workday might also close the case on your behalf once your issue has been resolved. You can reopen a closed case from the Actions menu or by adding a comment within 30 days of closing.