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| User Type | End User Customers | Suppliers | Service Provider | |
| Platform | Customer Facing Portal | Supplier System | Live System | Test System |
| Service Provider ( Client ) Support |
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| Claritum Support |
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| Support Services included: | Support Services Excluded: |
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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.
| 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 |
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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 occasionsThe Support Case has been deemed low priority for more than 3 months
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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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. |
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