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| Support Services included: | Services Excluded: |
- 24 x 7 x 365 Critical Support telephone hotline
- 24 x 7 x 365 access to the online Claritum Support Portal
- Access to a dedicated support email address
- Access to an experienced support executive
- Telephone user support during specified times
- Ability to log and track support tickets
- Receive release notes and status updates
- Submit & track ideas for the product and service roadmap
| - Level 1 Support - provided by client Support Contacts
- The implementation phase of deploying the Claritum system
- The Sandbox instance of the Claritum platform
- Third party software integrated with the Claritum platform
- Customer network infrastructure or internet connection
- Professional consulting or Client Operations
- Training and education
- New customizations or software extensions
- Translations
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Claritum reserves the right to make additional charges if, in Claritum’s sole opinion, the client places excessive volume of support requests with the Claritum Support Team, or that the client’s support requests are not properly defined, not relevant to Claritum’s software or are unreasonable.
The unreasonable requests may include but are not limited to:
- time consuming Standard Change Requests
- non-standard Change Requests ( changes to the system requiring releases)
Claritum will notify you if we feel we are approaching unreasonable levels of support.
Handy Hints and Tips
Use the Support Portal where possible
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