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| Note |
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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:
Claritum will notify you if we feel we are approaching unreasonable levels of support. |
Handy Hints and Tips
Use the Support Portal where possible
The Support Portal provides 24x7x365 access to training materials, community support, FAQs, ideas submission, tickets logging and tracking and community support. This means you can often resolve your own questions in minutes.
Provide the information that Claritum Support require
Please ensure your Support Contacts provide Ticket Numbers (where appropriate), precise descriptions of any requirements or problems, desired outcomes, timescales etc. The more information we have the quicker the resolution.
Help us to Help you
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Support
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Always refer to the Ticket Number
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.
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We want you to be as self-sufficient as possible. When an issue arises, your Support Contacts will know how to answer most user questions and know enough to resolve the majority of familiarizationfamiliarisation, process, reporting and other questions themselves, without the need for contacting Claritum’s Support team.
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