Page Comparison

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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

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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Support is available to accredited super users at ‘service providers’ (direct clients and partners) subject to our standard Terms and Conditions and is provided to Client Super Users via the internet, phone and email and does not include onsite assistance. 

Your Responsibilities

Customers are responsible for providing ‘Super Users’. They perform a critical role for both Claritum and our Customers. Super Users are the Claritum experts within your organisation who can answer User questions, ensure compliance to the best practice business processes provided within Claritum, provide management with the information they need and where required, provide the interface with Claritum Support. 

Support Coverage

Under this SLA, Claritum provides support to selected groups of users on selected platforms as described below.

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Handy Hints and Tips

Use the Support Portal where possible

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By referring to the Ticket Number (where available), our Support team will be able to quickly identify the specific ticket you are referring to.

Support Definition

Claritum’s support is segmented by the type of support request and resolution required. As described below.

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. 

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:

Stage 1: Triage

Our Support team will initially review the Ticket to assess if sufficient information has been provided, to assign a Severity based on the criteria set out in the table below and, if possible, to resolve the Support Ticket as promptly as possible. 

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• In dialogue with a Super User on the phone
• By email to the Super User
• By directing the Super User to information provided on the Support Portal

Stage 2: Assignment

Where a Support Ticket cannot be resolved at the Triage stage it will be assigned to:

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Please note that the assignment of severity is based on the criteria set out below.

Stage 3: Resolution

Technical Team

For Tickets passed to Support, the team will fix the problem, configure the software or make code changes to ensure effective resolution of the Ticket. Our Support team is responsible to testing that any fix, configuration or code change provides an effective solution to the Ticket and will notify the Super User via the Support Portal once resolved. The fix, configuration or code change will then be applied to the Client’s Sandbox or Live Platform and the Ticket closed.

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For Support Tickets passed to Claritum Training, the Training Manager will notify the Super User of any existing training materials that will assist the Super User, or will arrange an online training session (for minor requirements) or a face to face training program, for more significant training requirements.    

Support Escalations

If, for any reason, the Support Ticket is not satisfactorily resolved Super Users can escalate the ticket using the following process. The effect of escalation is to focus management attention on the appropriate allocation of resources for a particular Support Ticket. 

When to escalate?

Your Super Users should escalate the Support Ticket only the following instances:

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Please note: the escalation will not necessarily result in a speedier resolution of the Ticket as the Support Team will follow best practice processes for resolving your Support Ticket.

How Does The Escalation Process Work?

If Super Users are unsatisfied with the performance of Claritum Support Team, Support Tickets can be escalated according to the following hierarchy:

Stage 1 - Escalation Process within The Claritum Support Team 

The Super User should inform the Support Executive that they would like to escalate the incident giving the reason for the escalation. This must be where possible done using the telephone as it is often best to speak directly with the Support Executive to ensure full understanding of the reason to request the escalation.

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The Senior Support Manager will document the agreed actions on the Claritum Support Portal to ensure that the resolution plan is followed and/or reset the customer’s expectations. The Senior Support Manager owns the escalation until the issue is resolved.

Stage 2 - Escalation to Client Services

If the Support Ticket is not be fully resolved by the intervention of the Senior Support Manager, the Client can escalate the ticket to their Client Services Manager. The Client Service Manager, will own the escalation until the issue is resolved.

Stage 3 - Escalation to Claritum Management Team

The Client Services Manager may escalate to the Claritum Management team to resolve if deemed appropriate. Any Support Tickets passed to the Management Team are deemed ‘critical’ due to the potential impact on a Client’s business.  

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The Super User is then notified of the actions agreed and if appropriate further updates will be communicated to the customer until the problem is resolved

Tracking and Reporting of Support Tickets

The Super User can track progress of any reported Support Tickets through the Claritum Support Portal. 

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Unscheduled Maintenance Windows

Claritum may, at its sole discretion, need to perform emergency maintenance and release outside of the Scheduled Maintenance Windows. Unscheduled Maintenance Windows are only utilized where Claritum believes there may be a critical risk to the system or performance such as a major infrastructure failure or security threat. Due to the importance of this type of these updates, we may not be able to provide prior notice of this activity.

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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.

Scheduled Maintenance Windows are not included in determining Platform Availability.

Service Credits Calculation

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: 

 Measurement of Performance

If a Downtime Occurrence should take place, Claritum shall measure the occurrence by minutes that the Claritum System is totally or partially inoperable, commencing at the earlier to occur of the following:

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Claritum becomes aware that a Downtime Occurrence has taken place and the Customer provides information necessary for Claritum to investigate the Downtime Occurrence. 

Claiming Service Credits 

In order to claim Credits, the Customer must follow the process to ensure that Claritum are both notified of the Downtime Occurrence and have been provided with the information to assist in the investigation and resolution of the outage.

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