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

SeverityDescriptionActionTarget ResponseTarget Resolution
CriticalThis 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
Contact Technical Support 24 x 7 x 3651 hour8 hours
HighAn 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 portal3 business hours24 business hours
MediumA 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 portal24 business hoursA workaround will be proposed and a Target fix date for the Next Release date to fix the problem
LowAn error that has no/low impact on the usability or performance of the system.Contact User Support by via the support portal only24 business hoursEither online resources will be available or a workaround will be proposed and a Target fix date for the Next Release date
Change RequestRequest for system enhancement or changeContact User Support by phone, email or via the support portal24 business hoursYou will be contacted by your account manager to discuss next steps
SeverityDescriptionActionTarget ResponseTarget 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

Contact Technical Support 24 x 7 x 365

1 hour8 hours
HighAn 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 hours24 business hours
MediumA 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

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