Workday support from the same senior team, every month
Named, Workday-certified consultants who know your tenant. Break-fix, configuration, security, reporting, integrations and both annual releases, with response and start times written into the contract.
Why Workday support stops working
It’s usually a continuity problem, not a capacity problem.
Complex Workday tickets need someone who knows your configuration history and the decisions behind it. A rotating bench picks up the ticket cold, applies a generic fix and closes it. It doesn’t hold.
A different consultant every time
Shared-bench providers assign whoever is free, so your tenant’s history walks out with each ticket.
Tickets closed, not fixed
Patches pile up on top of configuration that was never resolved, and the same issues come back.
No written commitments
No documented response times, no named backup and no configuration documentation you can keep.
An admin you can’t hire
Experienced Workday administrators are hard to find, expensive to keep, and one person has no backup.
What you get
A named team that stays with your tenant.
Named lead and backup
The same certified consultants every month, who learn your tenant and keep learning it.
Contractual response and start times
Committed by priority and service level. We publish our performance every month, including the misses.
Release-ready, twice a year
Workday’s two annual releases reviewed against your configuration, tested and rolled out.
Documentation you own
Configuration runbooks built as we work, and handed to you. If you ever leave, they stay with you.
Root causes, not patches
Recurring issues traced and fixed for good, so ticket volume falls over time.
A clear scope boundary
What the retainer covers is written down, and larger work is quoted at a fixed price before it starts.
What we handle
Four kinds of request, all inside the retainer.
Across HCM, Financials, payroll, security, reporting and integrations. Complex break-fix stays inside the retainer however long it takes.
Routine requests
A known answer or a single reversible change.
- Account unlocks and adding users to existing security groups
- Stuck approvals, rescinds and resent notifications
- Single worker data corrections
- Running and locating reports
Standard configuration
A single change following an established pattern.
- Security groups and domain permissions
- Report edits and simple new reports
- Business process steps, conditions and notifications
- EIB templates and routine data loads
Complex configuration
New builds, or work that needs investigation.
- Reports with calculated fields or several data sources
- New business process definitions and redesigns
- Absence, compensation, benefits and payroll configuration
- Integration break-fix and post-release regressions
Escalation and root cause
Cross-module issues or a wide impact.
- Payroll errors traced across modules
- Data integrity issues and failed loads
- Security model redesign
- Open enrollment or compensation cycle failures
How we prioritize
Clear priorities, written commitments.
- P1 CriticalProduction down, payroll blocked, or a legally or financially time-critical process halted with no workaround. Work continues until service is restored.
- P2 HighA process is degraded or a group of users is blocked, but a workaround exists.
- P3 StandardA single user, or a configuration change with no urgency attached.
- P4 EnhancementAn improvement or backlog item with no deadline.
Response and start times are contractual for every priority and service level. Resolution times are targets, because finding a root cause depends on the issue, on your team and sometimes on Workday. If a request turns out to be more complex than it first looked, we say so and explain why. Reopened tickets go back to the person who handled them, at no extra cost.
Service levels
Three levels. Unlimited tickets on all of them.
Every level includes unlimited ticket submission, contractual response and start times, a named lead, and coverage during business hours, 8am to 6pm Eastern. You choose the level that fits your tenant, and you can change it as your needs change.
Essential
Reactive support for a stable tenant: break-fix, configuration, security, reports, business processes and data loads.
Managed
Full support, adding integration break-fix, both Workday releases each year, a named backup and regular governance.
Embedded
An embedded Workday partner, adding proactive monitoring, a regression suite and enhancements delivered every month.
We share the full comparison and a fixed monthly price after a short discovery of your tenant and ticket history.
Built to need less of us
As your tenant stabilizes, you can step down a level.
Much of a typical ticket queue traces back to configuration that was patched rather than fixed. As we resolve and document those root causes, volume falls, and your service level can fall with it. Moving up takes effect right away, and moving down is planned with you.
We would rather earn a smaller contract from a healthy tenant than a larger one from a broken one.
Outside the retainer
Larger work, quoted at a fixed price.
Scope and price are agreed before any work starts. No hourly billing and no surprise invoices. The boundary is the type of work, not how long it takes.
- New modulesImplementing a Workday module you don’t use yet.
- New integrationsNet-new integration builds.
- Data migrationsConversions and mass data changes.
- Process redesignMajor business process redesign.
- Report suitesNew financial report suites.
- Organization changesAcquisitions, reorganizations and new legal entities.
How we take over
A planned handover in about six weeks.
- DiscoveryWeeks 1 to 2: tenant walkthrough, configuration review, stakeholder interviews and ticket history.
- Standing upWeeks 2 to 4: service desk, request forms, priority rules, portal and knowledge base.
- Parallel runWeeks 4 to 6: we take new tickets while your current provider closes open ones.
- Full transitionFrom week 6 we own all support, and configuration runbooks follow over the first three months.
AI in our support
Faster answers, more thorough checks.
Our consultants use AI throughout the service: to triage and route tickets, to test Workday releases against your configuration, to validate security groups and roles, and to keep your documentation current. People make every change and approve every fix.
Why Cogleus
Small enough that your tenant matters.
Senior, certified consultants
Workday-certified consultants who have implemented the modules they support.
Your account is significant to us
You’re not one small account on a shared bench of hundreds.
Direct escalation
Issues go straight to a principal, not back into a queue.
Questions about Workday managed services
Is this better value than hiring a Workday administrator?
An administrator is one person, with no backup and rarely deep across HCM, Financials, security, integrations and reporting at once. Managed services give you a named lead and backup with that range, and the complex tickets still get solved.
Which parts of Workday do you cover?
HCM, Financials, payroll, absence and time, compensation, benefits, security, reporting and integrations. Adaptive Planning can be added. We agree the functional scope at onboarding.
Do you handle Workday releases?
Yes. Release management is part of the service: we review each release against your configuration, test it and help you adopt the new features that are worth using. How much is included depends on the service level.
Are response times guaranteed?
Yes. Response and start times are contractual for every priority and service level, and we report against them monthly, including any misses. Resolution times are targets, because root causes vary.
Can we change service levels?
Yes. You can move up at any time and step down as your tenant stabilizes.
What happens to our documentation if we leave?
You own it. Configuration runbooks are built as part of the service and handed over to you.