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- If it's an issue - try reproducing it to ensure the information you supplied to Claritum is accurate
- Browse Claritum's Knowledge Base to look for instructions / answer to your question
- You can use your test server to try out the features which may answer your questions about Claritum's functionality (only applicable to clients with a test server)
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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 |
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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).
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Alternatively you can raise ideas for changes / improvements to Claritum on the Ideas Support 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.
This includes but is not limited to such aspects as:
- Target and Reslution Resolution Response Time to the Support Tickets
- Scope of the Support
- Maintenance Activities
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