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To achieve this goal, we need to collaborate with your Support Contacts in order to capture the right information for us to understand the problem and propose a solution, whether thats simply helping to educate or advise the user, suggest a process change or workaround or, where there is a problem in the software, to effect a timely fix.
Before Contacting Claritum
There are a few things you can do before reporting an issue / question to Claritum:
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Please note that it is much faster to troubleshoot or provide a workaround/fix if your provide details showing how to reproduce the problem |
How to contact Claritum Support
There are three ways of reporting an issue or question:
- Directly through the Support Portal - this will notify the Support Team of your query
- Via Email - if you are unable to raise a Support Ticket via the Support Portal you can send an email to support@claritum.com and we will log it on your behalf.
- Via Phone - if you are unable to raise a Support Ticket via the Support Portal you can give us a call on (+44) 0330 088 2639 or ring (+44) 01225851666 and select option 2. We will then raise a Support Ticket on your behalf.
Information Required
When raising Support Tickets, please make sure you provide our Support Team with relevant details (depending on the case nature it may vary).
- Meaningful Title and detailed Description of the question or problem (steps taken that lead to the problem)
- Reference Number ( Quote Number, Job Number, Invoice Number, etc)
- The names of affected and/or interested users (e.g. Customer User, Supplier User, System User)
- Error Message(s) displayed
- Screenshots and relevant attachments ( where applicable)
- Details of the Operating System and Browser used when experiencing the issue including version numbers
Support Tickets
- Every support request by a customer will be assigned a unique number for tracking the support request. Always refer to your support requests by referencing the Support Ticket number assigned on the initial call (or email acknowledgement)
- If a Support Ticket is closed and you have further information to provide you can just add it to the closed ticket. This will automatically re-open the ticket. This will help to keep the context of the same issue in the same ticket record.
Change Request
If you want to request a change to Claritum and you wish us to provide a quote you can raise a Change Request Ticket on the Support Portal.
Alternatively you can raise ideas for changes / improvements to Claritum on the Ideas Portal.
Service Level Agreement
To make sure we set the expectations by providing support to you and your team you should be familiar with your Service Level Agreement which is part of your contract.
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