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This document also covers some of the optional Services, which maybe included in your Agreement with Claritum. Please check your Claritum Agreement to identify which Services apply to your SLA.
Table of Contents
| Welcome to Claritum’s Service Level Agreement | |
| Support Definition & Scope | |
| What is Support? | |
| Your Responsibilities | |
| Support Coverage | |
| Handy Hints and Tips | |
| Support Definition | |
| Support Contact Information | |
| The Tickets Resolution Process | |
| Stage 1: Triage | |
| Stage 2: Assignment | |
| Stage 3: Resolution | |
| Support Escalations | |
| Tracking and Reporting of Support Tickets | |
| Closure of Support Tickets | |
| Platform Performance | |
| Claritum Uptime Guarantee | |
| Maintenance Windows | |
| Scheduled Maintenance Windows | |
| Unscheduled Maintenance Windows | |
| Service Level Credits | |
| Levels of Severity - Downtime | |
| What is not downtime | |
| Service Credits Calculation | |
| Ticket Resolution Summary |
What is Support?
Support is defined as providing assistance to users to ensure access and smooth operation of the Claritum Spend Management platform.
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Under this SLA, Claritum provides support to selected groups of users on selected platforms as described below.
| User Type | End User Customers | Suppliers | Service Provider | |
| Platform | Catalogue | Supplier Network | Service Desk (Live) | Service Desk (Sandbox) |
| Service Provide Support Team |  | |  | |
| Claritum Technical Support | | | | |
| Claritum User Support | | | | |
Claritum’s support services include:
| Support Services included: | Services Excluded: |
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Handy Hints and Tips
Use the Support Portal where possible
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Claritum’s support is segmented by the type of support request and resolution required. As described below.
| Severity | Description | Action | Target Response | Target Resolution |
| Critical | This is a problem that causes complete loss of service and work cannot continue. The problem has one or more of the following characteristics: | Contact Technical Support 24 x 7 x 365 | 1 hour | 8 hours |
| High | An error that prevents a user from completing a business transaction. There is no workaround, however, operations can continue in a restricted fashion. | Contact User Support by phone, email or via the support portal | 3 business hours | 24 business hours |
| Medium | A department’s or an individual’s ability to perform job functions may be impacted or inconvenienced but can continue normal business operations. A workaround exists. | Contact User Support by phone, email or via the support portal | 24 business hours | A workaround will be proposed and a Target fix date for the Next Release date to fix the problem |
| Low | An error that has no/low impact on the usability or performance of the system. | Contact User Support by via the support portal only | 24 business hours | Either online resources will be available or a workaround will be proposed and a Target fix date for the Next Release date |
| Change Request | Request for system enhancement or change | Contact User Support by phone, email or via the support portal | 24 business hours | You will be contacted by your account manager to discuss next steps |
Support Contact Information
We want you to be as self-sufficient as possible. When an issue arises, your Super Users will know how to answer most user questions and know enough to resolve the majority of familiarization, process, reporting and other questions themselves, without the need for contacting Claritum’s Support team.
| Severity | Contact Information | Details | Availability |
| Critical | Telephone Support | Number to be supplied | 24 x 7 x 365 |
| High, Medium, Low | Support Portal | (username and password required) | 24 x 7 x 365 |
| Telephone Support (Only to be used by Super Users) | (+44 |
| ) 0330 088 2639 | 8am – 6pm GMT, UK working days. Voicemail for out of office hours. |
The Resolution Process
Every Support Request is logged with a unique reference (known as a 'Ticket'). Please quote this ticket reference in any further communication with the Claritum Support Team. The promptly and efficiently resolve Support Tickets inline with our SLA, we follow a strict Resolution Process as described:
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Claritum’s program of continued improvement requires that maintenance releases are provided on an ongoing basis. Scheduled Maintenance Windows provide a defined period of time for Claritum to update your platform. Please ensure that all users log out of the system in order for Claritum to provide this service. Claritum will, where possible, notify your Super Users in advance of any planned update.
| Region | Europe | North America | AsiaPac |
| Scheduled Maintenance Windows | Monday – Friday: 21:00 – 00:00hrs BST | Monday – Friday: 03:00 – 07:00hrs EST | Monday – Friday: 04:00 – 07:00hrs SGT |
Saturday & Sunday: 18:00 – 00:00hrs BST | Saturday & Sunday: 03:00 – 07:00hrs EST | Saturday & Sunday: 01:00 – 07:00hrs SGT |
Unscheduled Maintenance Windows
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Claritum shall assess Downtime Occurrence as having one of three levels of severity, described below.
| Severity | Situation |
| Critical | The System is not Accessible Due to Claritum: A period of interruption in the Claritum platform, during which Customer is unable to access the Claritum System, which is a result of a failure in functionality of the Claritum platform, and not due to any act or omission to act of Customer. |
| High | Claritum Not Operable Due to Customer: Claritum determines that Customer cannot access Claritum’s platform due to a failure in Customer own network or internet connection, or due to difficulties in format or data or other transmissions sent by Customer to the Claritum |
| Medium | Claritum determines that the cause of the Downtime Occurrence does not fall within one of the above categories. |
What is not downtime
Your Users may occasionally report that they cannot access the Claritum Platform. In many cases this may be because they do not have a suitable broadband internet connection or that the organisation’s access to the Internet is down. Before contacting Claritum, please ensure that you check that you have checked these items.
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In the event that the Customer experiences one or more Downtime Occurrence totaling 4 hours within a single Month, the Customer will be eligible to receive a Credit from Claritum based on the following criteria:
| Monthly System Downtime | Credit amount |
| Up to 4 hours | None |
| Between 4 and 8 hours | 10% of the subscription or transaction fee for the month |
| Between 8 and 12 hours | 20% of the subscription or transaction fee for the month |
| Between 12 and 16 hours | 30% of the subscription or transaction fee for the month |
Measurement of Performance
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Ticket Resolution Summary
| Severity | Description | Situation | Target Response Time | Update Time | Target Resolution |
| Critical | This is a problem that causes complete loss of service and work cannot continue. The problem has one or more of the following characteristics: 1. System Hangs – the process hangs/does not respond indefinitely or there is High performance degradation, which make the system appear as if it is not responding 2. System crashes repeatedly 3. Critical functionality is not available – the application cannot continue because a vital feature is inoperable | System is down and Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data There is no known workaround for the problem.
| 1 business hour | Every three hours unless otherwise stated within the most recent update communication. | 8 hours |
| High | An error that prevents a user from completing a business transaction. There is no workaround, however, operations can continue in a restricted fashion. | Customer’s problem is a reproduced bug and/or Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data There is no known workaround for the problem. Alternatively, business impact has put the Claritum & Customer relationship in jeopardy.
| 3 business hours | One time per business day unless otherwise stated within the most recent update communication. | 24 hours. |
| Medium | A department’s or an individual’s ability to perform job functions may be impacted or inconvenienced but can continue normal business operations. A workaround exists. | Customer’s problem is a reproduced bug and/or Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data
| 24 business hours | One time per week unless otherwise stated within the most recent update communication.
| A workaround will be proposed and a Target fix date for the Next Release date to fix the problem |
| Low | An error that impacts the usability or performance of the system. | No loss of service. Includes requests for more information, questions on particular application functionality, or Low system errors. | 24 business hours | One time every two weeks unless otherwise stated within the most recent update communication.
| Either online resources will be available or a workaround will be proposed and a Target fix date for the Next Release date.
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| Change Request | Request for system enhancement or change. | No loss of service. Requests will be passed along to Product Management for review.
| 24 business hours | One time to indicate product enhancement request has been sent to the Product Development Manager. Once the enhancement request is forwarded, the case will be closed and further updates on an enhancement will be through your Claritum Account Manager. | Progress on product enhancement requests will be communicated through the Claritum Release Management Process. |
* Actual resolution of incident may require additional time. If the incident is caused by a known problem a workaround will be given and the specific incident closed. The underlying fix to the problem may depend upon a further software release, which will be subject to the usual release procedures and timescales
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