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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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