...
Claritum’s support is segmented by the type of support request and resolution required. As described below.
| typeType | Severity | Description | Action | Target Response | Target Resolution |
| Incident | 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 User Support by phone, email or via the support portal | 1 business hour | 8 business hours |
| Incident | 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 |
| Incident | 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 |
| Incident | 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 | Low | 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 |
...
Ticket Resolution Summary
| typeType | Severity | Description | Situation | Target Response Time | Update Time | Target Resolution |
| Incident | 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 | System is down and Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data There is no known workaround for the problem. | 1 business hour | Every three hours unless otherwise stated within the most recent update communication. | 8 hours |
| Incident | High | An error that prevents a user from completing a business transaction. There is no workaround, however, operations can continue in a restricted fashion. | Customer’s problem is a reproduced bug and/or Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data There is no known workaround for the problem. Alternatively, business impact has put the Claritum & Customer relationship in jeopardy. | 3 business hours | One time per business day unless otherwise stated within the most recent update communication. | 24 hours. |
| Incident | 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. | Customer’s problem is a reproduced bug and/or Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data | 24 business hours | One time per week unless otherwise stated within the most recent update communication. | A workaround will be proposed and a Target fix date for the Next Release date to fix the problem |
| Incident | Low | An error that impacts the usability or performance of the system. | No loss of service. Includes requests for more information, questions on particular application functionality, or Low system errors. | 24 business hours | One time every two weeks unless otherwise stated within the most recent update communication. | Either online resources will be available or a workaround will be proposed and a Target fix date for the Next Release date. |
| Change Request | Low | Request for system enhancement or change. | No loss of service. Requests will be passed along to Product Management for review. | 24 business hours | One time to indicate product enhancement request has been sent to the Product Development Manager. Once the enhancement request is forwarded, the case will be closed and further updates on an enhancement will be through your Claritum Account Manager. | Progress on product enhancement requests will be communicated through the Claritum Release Management Process. |
...