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| 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 1User Support by phone, email or via the support portal | 1 business hour | 8 business 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 |
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| Severity | Contact Information | Details | Availability |
| Critical | Telephone Support | Number to be supplied24 x 7 x 365 | 8am – 6pm GMT, UK Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours. |
| High, Medium, Low | Support Portal (Only available to Support Contacts) | Link to Support Portal is available via Claritum platform in the Support section. (username and password required) 24 | x 7 x 3658am – 6pm GMT, UK Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours. |
| 8am – 6pm GMT, UK Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours. | |||
| Telephone Support (Only to be used by Support Contacts) | (+44) 0330 088 2639 | 8am – 6pm GMT, UK working daysMonday to Friday ( Bank Holidays excluded ). 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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