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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. |
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Service Targets Definition
Claritum’s support is segmented by the type of support request and resolution required. As described below.
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| Severity | Contact Information | Details | Availability |
| Critical | Telephone SupportNumber to be supplied | (+44) 0330 088 2639 | 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) | 8am – 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 Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours.. |
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- A Resolution is provided to the Support Contact
- The Support Contact reports that they no longer have the problem
- The Support Contact cannot provide the information requested by Claritum Support Team
- An acceptable workaround is reached
- The Support Executive has attempted unsuccessfully to contact the Support Contact on 3 occasions
The Support
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The Support Contact can open a new Support Case if the requirement remains.
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Claritum guarantee service and system availability to 99.5%, 24x7x365 excluding down time associated with planned maintenance windows.
In reality, we have consistently delivered normally deliver in excess of 99.95% uptime over the last 24 months. This equates to roughly 4 hours downtime in any one calendar year. uptime.
Maintenance Windows
Scheduled Maintenance Windows
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